OnCallAbandoned

[steve]

Has anyone used this function? If so any ideas or concerns regarding its use?

[Kevin]

I have not used it yet, but
if you capture caller information (account number, etc), you could record the information into a comment system and pull reports to proactively contact the caller to make sure their issue is addressed;
you could capture queue conditions (number of calls waiting, length of caller's wait, number of agents logged in, number on calls, etc) to later review to see if a staffing issue could have contributed to the abandon;
perform some other call accounting (such as caller history) to track caller's experience, esp if you have "tiered" clients (silver, gold, platinum, etc).

While I'm sure a lot of this data can be captured in Call Concentrator, this might give you an alternative to track abandoned calls if you have not yet implemented CCon.

[PhiPhi]

You'll see on URS7, after the routing is done, the strategy try to do others instructions... Specially if you are using an IVR and the customer abandon the call when he's on the IVR port. So with this instruction you can trap this case .
Regards