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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-20
Abandoned Calls 1
In general, any call that hangs up before an agent or station answers is
an abandoned call. On Generic 3 switches, any VDN calls (whether ACD
calls or not) that route to extensions and are then abandoned are
counted as abandoned calls for the VDN. (See Phantom-Abandon Calls.)
Phantom-Abandon
Calls
1
In countries where central offices do not provide the switch with
disconnect supervision, all calls with talk times that are less than an
administrable threshold can be counted as abandoned calls.
CentreVu
CMS supports a phantom-abandon call timer that can be administered to
count calls with talk times less than 10 seconds as a phantom-
abandoned call.
Phantom-Abandon
Call Timer
1
The Phantom-Abandon Call Timer can be set from 1-10 seconds. Any
calls whose total talk time or connect time is less than the set number of
seconds are pegged as PHANTOMABNS, instead of ACDCALLS. The
abandon time for phantom calls is the time:
●
For splits: from the time the call queued until the agent or answering
station hangs up.
●
For VDNs: from the time the call encountered the VDN until the
agent or answering station hangs up.
●
For vectors: from the time the call entered the vector until the agent
or answering station hangs up.
When a call leaves a vector via a “route to split” command, the call is
not pegged as an outflow, and can be pegged as a phantom-
abandon call if the call duration is shorter than the administered
phantom-abandon time.
PHANTOMABNS
Database Item
1
The database item PHANTOMABNS records the total number of such
calls. Also, these calls are counted as abandoned calls (ABNCALLS)
rather than answered calls (ACDCALLS). The abandon time for these
calls is equivalent to the time elapsed when the agent released the call.
Phantom-Abandon
Call Timer Not
Enabled
1
When the phantom-abandon call timer is not enabled, short ACD calls
are not counted as phantom-abandons, and the values of the
PHANTOMABNS database items are 0.
Phantom-Abandon
Exceptions
1
Any call that has been put on HOLD, TRANSFERRED, or
CONFERENCED is not recorded as a phantom-abandon, even if its
duration is less than the setting of the phantom-abandon call timer.