Abandoned Call on queue

[KandyOtero]

Hi

I need to control the calls received on a CRM when the caller abandone the call, because the agent must call him later (is an emergencies system).

When I have Agents logged on the queue, finesse send an event:

     <actions>

          <action>UPDATE_CALL_DATA</action>

          <action>DROP</action>

     </actions>

Then I can to control this missed/abandoned call.

But my problem is how get the abandoned call if this call is on a queue waiting for a free Agent.

Is possible get the caller information abandoned on the queue?.

Best Regards Kandy

[dlender]

Finesse does not provide a way to access a call that is queued. A dialog must be assigned to an agent for Finesse to know about it.

[KandyOtero]

Hi

so is there any way to get this call information, even no api ?

Is very important, the client need this information to return the missed call.

Best Regards and Thanks