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Mitel Forums => Mitel Software Applications => Topic started by: pexecutone on September 29, 2016, 09:02:43 AM

Title: Call reporting
Post by: pexecutone on September 29, 2016, 09:02:43 AM

Is putting a call on hold consider refusing a call?

Title: Re: Call reporting
Post by: dilkie on September 29, 2016, 09:13:32 AM

did you answer it first?

Title: Re: Call reporting
Post by: pexecutone on September 29, 2016, 09:30:52 AM

Yes.

Title: Re: Call reporting
Post by: dilkie on September 29, 2016, 10:04:49 AM

sounds to me like you've accepted a call, then put it on hold.

Not know what context this is in, what do you mean by "refusing" a call? To me that sounds like you either don't answer a call or you transfer it to vmail or you reject with a DND.

Title: Re: Call reporting
Post by: pexecutone on September 29, 2016, 10:14:44 AM

The information I got was the call was picked and put on hold.The ACD user got 273 calls and 25 were refused. My client wants to know if by putting them on hold is that considered refusing the call. I'm not super familiar with the reporting software. So I'm not sure what is consider a refused call, but what you mention above makes sense.

Title: Re: Call reporting
Post by: dilkie on September 29, 2016, 10:18:01 AM

sounds like you need to consult with the ACD software to find out. Perhaps they do consider a call that lasts only a couple of seconds to be refused.