Code for an abandoned call in SMDR/ACD Raw File?

[mitelmitel]

Hi guys,

Can you tell me what the code is for an abandoned call in the SMDR data? Or is this generated in the ACD data raw file.

I am looking to where CCM picks this info from.

Thanks.

Mit

 

[bobcheese]

I'm not 100% sure to be honest but I found this in the help file under SMDR recorded information:

Time to Answer (ttt) or (tttt). This is the number of seconds from the time an incoming external call rings the destination until the call is answered. If a call is never answered, this field displays *?*. Leading zeros are output and the field remains at 999 when an overflow is reached. If the ANSWER PLUS - MITEL Call Distribution (MCD) feature is programmed, and the MCD - Report Transfers option is enabled, this field contains the total time to answer regardless of the number of times the call is rerouted. This field does not apply to Internal SMDR. If the Extended Time To Answer option is enabled, this field is expanded to 4 columns and remains at 9999 when an overflow is reached.

Don't forget that you have a long & short abandoned in the CCM reports and this is based on your config of the paths as to what qualifies as short & long abandoned.

 

[mitelmitel]

No worries and thanks. I have interrogated the SQL database and got what I need!