CMS help?

[sara76]

I checked the documents for definitions for abandoned calls but somehow I'm missing something.

We have available agents staffed, we see the call come in but we still see abandoned calls?

Where exactly would it be considered an abandoned call for a particular skill? If they hang up in the vector? Just as it routes?

 

[jfh9219]

From the CMS Database Items and Calculations:

ABNCALLS
The ABNCALLS item is included in the following database tables:

? Split/skill tables

The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent position. When a call is abandoned while it is queued to multiple splits/skills, only the primary split/skill increments ABNCALLS. If a split/skill ACD call is ringing at an agent and then abandons, the split/skill that routed the call to the agent gets credit for the abandon.

ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

ABNCALLS = ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 +
ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + ABNCALLS9 +
ABNCALLS10

ABNCALLS includes ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS,
SLVLABNS.

This is a cumulative item.

? Agent tables

The number of split/skill ACD calls that are abandoned while ringing the agent's telephone (after being directed to the agent telephone, but before being answered).

ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

This is a cumulative item.

? Trunk group tables

The number of calls carried by this trunk group that are abandoned by the caller before being answered by an agent.
ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

This is a cumulative item.

? Trunk tables

The number of calls carried by this trunk that are abandoned by the caller before they are answered by an agent. Direct calls to unmeasured stations that do not go through
a measured VDN or split/skill are not recorded. ABNCALLS includes all calls abandoned by the caller that are carried by this trunk, except for direct calls to unmeasured stations that do not go through a measured VDN or split/skill. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

Calls that abandon while listening to a forced disconnect are also included in ABNCALLS.

ABNCALLS includes ABNVECCALLS, ABNQUEUECALLS, ABNRINGCALLS, and PHANTOMABNS.

This is a cumulative item.

? Vector tables

The number of INCALLS that are abandoned while INPROGRESS for this vector. This includes split/skill and direct agent ACD calls that abandon from queue or from ringing, and calls that abandon from vector processing.

ABNCALLS includes ABNQUECALLS, ABNRINGCALLS, and PHANTOMABNS.

This is a cumulative item.

? VDN tables

The number of INCALLS that are abandoned while INPROGRESS for this VDN. This includes split/skill and direct agent ACD calls that abandon from queue or from ringing, calls that abandon from vector processing, and calls that abandon after being routed to an extension by the “route to'' vector command. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

ABNCALLS includes ABNCALLS1 through ABNCALLS10, ABNQUECALLS,
ABNRINGCALLS, PHANTOMABNS, and SLVLABNS.

This is a cumulative item.

 

[simreal]

There could be several things causing this actually. One issue we had was a bad MedPro board. The agents would sit in available state waiting for a call but the calls would sit in que.

Because the system could not provide DSP resources from that board the calls terminating on the trunk in that port network couldn't setup an RTP session to the phone. Avaya recognizes this and refuses to route the call.