Hi
@JIMMY KWAN,
I have a similar proof of a concept handler designed utilizing the default CustomCallDisconnect customization point. The following customization will automatically create a callback for abandoned calls (for calls where the caller disconnected the call in a queue before the call got connected to an agent).
For steps 24 and 25 (checking that the call that just got disconnected is an inbound call), 20 and 46 (has assigned workgroup queue), 42 and 47 (
following logic can be improved, but this is just a POC :-) -- has no agent assigned, this indicates that this call was disconnected before the call got assigned to agent). In the steps 48, 45, 44 and 51 we collect necessary attributes to create a callback interaction; for steps 52, 53, 54 we create a callback interaction with collected attributes in a same workgroup where the original call was abandoned, and with a Call Log of the original call in a Callback Interaction Notes for agent reference, and Eic_CallbackOriginalCallId with original call Interaction ID for reporting purposes.
Thank you,
Ben
This work is my own and is in no way associated/attributed to any current or former employer. I do advise testing any of the provided handler/logic in a DEV or non-PROD environment first before running it in a PROD environment.
Original Message:
Sent: 12-23-2021 02:36
From: JIMMY KWAN
Subject: Automatic create callback queue when call disconnected when queueing in workgroup
Hi there,
Good day.
My customer would like to callback to caller when the caller abandoned call. PureConnect do not have this feature to create a callback automatically when caller disconnect the call in queue.
To achieve this requirement, I believed there will be handler customization involved. I would like know, is there anyone here fulfill this requirement before?
Thank you.
#Routing(ACD/IVR)
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JIMMY KWAN
ITApps Sdn Bhd
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