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NDA-24282 (E) CHAPTER 5
Page 199
Revision 1.0
ABANDONED CALL SEARCH - ACD
A-31A ABANDONED CALL SEARCH - ACD
GENERAL DESCRIPTION
This feature prohibits abandoned incoming calls from being connected to agent/supervisory positions. Any
trunk call disconnected during ringback tone is considered an abandoned call and is automatically removed from
all queues. Trunk calls disconnecting after the first announcement must provide disconnect supervision to be
classified as an abandoned call and to be removed from all queues. Once the ACD has answered a call, some
central offices are unable to inform the ACD when a trunk is no longer in use. In these cases, the ACD is unable
to recognize that the trunk has been abandoned and will connect the idle trunk to an agent/supervisory position.
OPERATING PROCEDURE
Step 1: A caller has dialed into the ACD and is waiting in queue since no agents were available. While waiting
the calling party hears either ringback tone, a message, or music on hold.
Step 2: The caller disconnects prior to being connected to an agent. This could be either while hearing an
announcement, listening to music on hold, or even while the agent’s phone is ringing. At this time the
abandoned call is detected and the caller will be removed from all queues he was waiting in.
Step 3: If the abandon occurred while ringing at an agent’s position, the agent will be assigned a new call from
queue if there are additional callers waiting.
SERVICE CONDITIONS
Step 1: An ACD call is registered as an abandoned call under the following conditions:
a. The ACD incoming call is placed in queue and disconnects after hearing ringback tone.
b. The ACD incoming call disconnects while it is in queue at both the overflow source and the
overflow destination.
c. The ACD incoming call disconnects during the first delay announcement.
d. The ACD incoming call disconnects while hearing music or silence between the first and second
announcements.
e. The ACD incoming call disconnects during the second delay announcement.
f. The ACD incoming call disconnects after the second delay announcement and before connection
to an agent position.
g. The caller disconnects while the ACD call is being terminated to the ACD agent position and ring-
back tone is being provided.
Step 2: If the C.O. trunk is a loop start trunk (loop start trunks are unsupervised), the ACD cannot detect the
release of a call by the C.O. after the trunk has terminated or is connected to the first delay
announcement. Thus, the ACD cannot detect an abandoned call.
PROGRAMMING
None