Excluded abandoned queue calls from CRM call journaling

[Thomas Six]

I’ve configured a custom template for the integration with our CRM package. Call journaling is working, but I’m having trouble handling abandoned queue calls.

Currently, an abandoned queue call is still logged in the CRM as an answered inbound call. I would like the call to be logged as a missed call instead—or, if that is not possible, not logged at all—unless a user actually answers it.

For example, queue 808:

XML configuration:

<Value Key="description"
If="[CallType]==Inbound&amp;&amp;[Agent]!=808"
SkipIf=""
Passes="2"
Type="String">[[InboundCallText]]</Value>

InboundCallText:

[DateTime]: Answered test incoming call from [Number] [Name] to [Agent] ([Duration])
Current result:

Answered test incoming call from 05555555555 testcustomer to 808 (00:05)
How can I configure the XML so that the inbound answered-call text is only saved when a user actually answers the call, and not when the caller abandons the call while waiting in a queue?

Ideally, the solution should work dynamically for all queues without requiring static queue numbers in the XML.

 

[Evolute IT]

Queue calls are always considered Answered. So call type will not help you here.

Best way is to use sonething like "SkipIf [Agent]==[QueueExtension]", as usually if unanswered, both will be equal.