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Our Call Sweet Live software tracks our abandoned calls. We have been trying to reduce the number of abandoned calls by different methods. One method we discussed was to allow the caller to press 9 while in queue, at which time they would be directed OUT of the queue to a voicemail box where they have the opportunity to leave a message. This works correctly, ie: the caller correctly gets directed to the voicemail and can leave a message, however they are still counted as an abandoned call. We have even set in the VMPro to falg the call as being ANSWERED by voicemail. But that still counts the call as abandoned. Is there a way to have a queued caller have the ability to get transferred to VM and NOT get counted as ABANDONED?

SO, the transfer action in the still queued, is ticked for "Flag the current call as answered"?

It is tough to verify, but I find that after hours, with you as the only user is the only way to verify the reporting is flagging the call answered.

Try that...
What release is this? What release Call Sweet?

right. We have configured a menu option in Still Queued with a Transfer action to a VM Box. The transfer is configured to Flag Call as Answered by Voicemail". We tested with NO calls in queue, but I can test monday after hours. Or Voicemail Pro is 4.2 and Call Sweet is v7.2.136.170

OK. We called into a queue that has taken zero calls for the day. Mine is the only call taken and I can confirm with no calls in the system, the call does not show up in Call Sweet as Answered. It logs the call as an abandoned call. Anything additional we can try?

You could run a Monitor trace, to see if the IPO Is handing off the "Flag call as answered" to Call sweet. I would lean towards the CallSweet software not recognizing it.

Have you had much experience with Call Sweet Live? I would like your input if I could. We sought guidance from our Avaya partner and they suggested Datel's product. However, we have had so many problems with the software from the very start. It is almost like a piece of software that was not yet ready for production release. But they released it any way and hope their beta-testers... I mean CUSTOMERS, can find and report the problems. Thanks for your input. I will get some monitor logs and see what happens. Thanks again

I have not used it. I will check with the other Minions, but I dont recall seeing anything on it accept the Application notes. Ill take a look at it and see if they explain anything in there.

Does all else look fine as far as reporting goes? I forgot this was 4.2 and you are still using Delta Server.

I dont think there were any fields in Delta server to help, so definitely look at SysMon to make suer IPO is sending it out. Then look at CallSweets database and make sure they are receiving.

Well, it is hard to tell if all the other reporting is "correct". When we installed the CallSweet software we noticed after 2 months of use that it was reporting Abandoned calls incorrectly. It was actually counting every call abandoned twice. Once we actually got a Datel rep on the phone and explained it, they had to write a fix for it. One of our many "fixes"... So as I say, we are going by their numbers and hoping they are reporting them correctly. So far, I have intentionally called 4 times and abandoned each. All 4 report correctly. I about to grab an intentionally abandoned call from the Monitor software. I will let you know what I discover

Holy Smokes.... I trapped a Monitor log, but danged if I can tell if the call gets flagged as answered. I am sure there is probably some proprietary Avaya tool out there that can interpret the log for me, but is there an easy way for me to know if the call is flagged as answered?