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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-6
Terminology 1
Database
Terminology
1
The following terms are often used in the database item descriptions.
Abandoned
Call
A call in which the caller hung up before the call was
answered or connected. Calls also can be
considered abandoned if certain timers in the switch
time out. See the explanations of the Wait Answer
Supervision Timer (WAST), the Phantom-Abandon
Calls, and the Trunk No Answer Timeout (G3V2 and
later) (NATO) later in this document. These timers
are used primarily in locations where the central
office trunks lack disconnect supervision.
Calls may abandon during many phases of
processing, including during vector processing, after
being queued to a split/skill, and while ringing at an
agent or station. The calls that are counted as
abandons differ depending on the table. The agent
table counts as abandons those split/skill ACD calls
that abandoned while ringing at the agent. The
split/skill table counts as abandons those calls that
abandoned while queued to the split/skill or while
ringing at an agent in the split/skill. The VDN table
counts as abandons those ACD calls that abandoned
while in the VDN, including calls in vector processing
not yet queued to a split/skill (for example, calls that
abandoned while listening to an announcement),
calls queued to one or more splits/skills, and calls
ringing at agents (ACD calls). The definitions in each
table state which abandons are counted in that table.
ACD Call A call that queued to a split/skill and was answered
by an agent in that split/skill or a call that queued as a
direct agent call and was answered by the agent to
whom it was queued.