Is there a counter for "Reinsert Unanswered Call"

Jul 16, 2011 10:36 PM PDT
Tim Van Every
Insurance and Membership Service
Hey,
If there is a counter for 'Reinsert Unanswered Call'?

This is used based on KB15721 - Callback busy/Callback No Answer so that agents using a dialing list can re-insert a call when it is just an answering maching or if the customer says that now is not a good time to talk.

I would like to know if there is a counter for the number of times a call has been reinserted into the dialing list, as it would helpful when reporting to know how often calls are being reinserted (e.g. hitting answering machines).
Also when the dialing list is active, to be able to have the 'SQL Query - Check status before dialing' setup so that a call can be skipped after it has be reinserted say 5 times or more, as agents who are presented the call currently have no way of knowing how many times the call has been reinserted. We would also like to be able to report on this or write this result back to the database.

Cheers for any insights
Aug 20, 2011 09:33 PM PDT
Tim Van Every
Insurance and Membership Service
So does no-one know, or can this not be done?
A response from ShoreTel would be appreciated.
Cheers

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