non-ACD abandoned calls

[kurayami]

Right now I'm just confuse of the term abandoned call. As far as I know it is considered as abandoned call if the call entered a queue or as an ACD call. An account supervisor showed me a CMS report of a VDN and asked me about abandoned calls, because there's a lot of it on the report showed.

Then I checked the VDN and I said to myself how can these be considered as abandoned calls when the VDN doesn't contain any "queue-to" step. Rather, it only contains an 11sec announcement and some 'route-to' steps.

Does that mean that ANY call calling a VDN then suddenly drops the call regardless if it's an ACD or not is considered as an abandoned call?

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[inerguard]

If you call a vdn and the attached vector for instance plays ringtone then an announcement. If the caller hangs up it is an abandon call on the vdn.

If you run a skill report, an abandon call only appears if the call has been queued to the skill first.

You should bring calls into a vdn, check time of day etc, play any legal announcements, e.g. calls are recorded and then route the call to another vdn.

This 2nd vdn would have a vector that queues the call straight away.

Doing it this way means you filter out any hang ups in the first few seconds, and any calls making it through to the 2nd vdn are genuine calls. Any abandon calls on the 2nd vdn will match the abandon calls on the skill report.

An abandon call is one where the caller has hung up. It just depends on where you want to count them from. i.e. a vdn or a skill.


[Started on Version 3 software 15 years a go]