Post Routing objects

[James]

Anyone know what objects you can add after a call is routed by IR?
I am trying to get a strategy to detect if a call that was queueing abandoned, and if so, write a record of the call to a table. This table would then be used by another strategy to test customers redialing. Thoughts...

[Victor]

Well, one way to find out if the call was abandoned or not is to use TargetSelected[] and TargetObjectSelected[] after the TargetObject. You will need to add an extra ifstatement right after the TargetObject, because otherwise strategy builder is not going to allow you to place anything.

TargetObjectSelected[] and TargetSelected[] will tell you where the call was routed to. So, if you write info about the call before it enters the queue and after it routes, you would be able to trace the calls which were abandoned.

I know that it is not very elegant, but at least it works
Call Concentrator would be a better solution though. It has a pretty good cradle ograve call tracking functionality which allows you to tell almost anything about each call that enters the system.

Vic

[James]

I thought of this one, and it is not a tight and clean solution. My thought was that IR knows the call has abandoned, so is there a way of reacting to this within the strategy. I want to be able to have this information available imediately, so we capture all retrys...

[Jessica]

I must agree with Victor. We are doing a somewhat similar thing. You can always recapture a retry by performing a database dip to check if it was abandoned or not before placing a call in a queue.

J.

[James]

We will try the solution of writing the record as the call arrives and then removing it when routed. In the mean time I have raised a feature request with Genesys to allow actions on abandons too.

[Victor]

Please tell me how it goes, because I think this feature is something we all can use. By the way, what switch are you using?

Vic

[James]

Lucent & Meridian....

[Peter Nogorodsky]

What kind of design are you implementing right now to get detect the abandoned calls?

I think it would be very useful for both of us to compare our notes.

Pete

[James]

Looking to detect callers that abandon, then make business rule decisions to treat that customer with a higher priority...

We would also use th information to see the number of retrys.

[Iwamura, Ken]

Hello, James,

how do you do it now? We use ir server, but we cannot notice abandon calls.

Ken
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[James]

See earlier replys...

Use a procedure in the DB to check for a record that matches the ANI of the current call, if a record is found, increment a call counter field by 1. If no record is found, create a new record and set the counter to one.
Then, when the call is routed successfully, a post outing procedure deletes the record in the DB. This leaves you with calls that were not routed in the table.