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Outbound Campaign call not disconnecting on clicking disconnect button. when the customer is not connected.

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  • 1.  Outbound Campaign call not disconnecting on clicking disconnect button. when the customer is not connected.

    Posted 02-25-2018 18:52
    No replies, thread closed.

    We are running an outbound campaign in Preview mode. When the call is presented to the agent, agent picks up the call, dials the customer using "make call".  After talking to the customer, if I am not wrong, the agent has to disconnect the call first, wrap it up and then click disconnect again to completely get off the call. 

    However, when the dialer is still trying to dial the customer, and the agent disconnects the call and wraps it up, the call just stays on the phone clip on and clicking on disconnect button doesn't disconnect the call. 

    The attached screen shot is that of a call where the agent has tried dialing the customer, but before connecting to the customer, the agent hangs up the call, applies wrap code. But the call still stayed on the phone. Clicking disconnect is not helping.

    Can some one please explain this behavior ?



  • 2.  RE: Outbound Campaign call not disconnecting on clicking disconnect button. when the customer is not connected.

    Posted 02-27-2018 10:44
    No replies, thread closed.

    Thanks for the thorough description, that does seem like unusual behavior. Can you direct this question to support to gather more details and start the troubleshooting process?

     

    In the meantime, if these interactions are holding up your agents, you should be able to use the wrap-up functionality from the campaign details view to clear them out https://help.mypurecloud.com/articles/wrap-calls-campaign-details-view/



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