Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The following terms are often used in the database item descriptions.

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 

, the 

, and the 

 (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. 

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.