Cisco Cisco E-Mail Manager Unity Integration Option User Guide

If you do not want to count any abandoned calls as short calls regardless of how quickly they abandon,
you can disable abandoned short calls by leaving the Abandon Wait Time field blank for the Call Type
in the System Information tool.

A call is considered abandoned if it abandons after the the value set for the Abandon Call Wait time
threshold. If the call abandons before the Abandon Call Wait Time threshold, the call is reported as a
short call. Abandoned short calls affect reporting because they update the CallsOffered field, but not the
CallsAbandon field. Reports contain a Short Calls column to enable you to track calls that are offered
but are neither handled nor abandoned.

Short calls can abandon at the following:

•

Call type

•

VRU

•

While ringing on an agent's phone

The following table describes how abandoned short calls affected reporting depending on where they
abandon.

The short call timer starts as soon as the route request is received
for the call. The CallsOffered field is updated when the route
request is received.

Short call abandoned at call type

If the call abandons within the Abandon Wait Time threshold,
the ShortCalls field is updated, but the number of calls abandoned
is not updated. Since the call type is the highest level reporting
entity, calls that abandon at the VRU or at the agent's phone can
also be considered short calls at the call type if they abandon
within the call type's Abandon Wait Time threshold.

Calls that abandon at the VRU are calls that abandon while
connected to the VRU. The short call timer starts as soon as the

Short call abandoned at the VRU

call arrives at the VRU. If the call is considered a short call at the
VRU service, then Callsoffered will be pegged, but not calls
abandon. The short calls field will also be incremented for the
VRU service.

For calls that abandon while ringing on the agent’s phone, the
short call timer starts as soon as the call starts to ring on the

Short calls abandoned at the agent's phone

agent’s phone. If the call is considered a short call at the agent
peripheral service, then CallsOffered is incremented, but not
CallsAbandon. Short calls are also incremented for the peripheral
agent service.