Cisco Cisco IPCC Web Option User Guide

abandon delay time when caller abandons in queue is different than average abandon delay time
when call abandons while ringing for the call type.

None

The average abandon delay time is calculated for calls that abandoned in the half-hour interval
(CallsAbandonQToHalf). The CallsAbandonQToHalf database field is incremented for calls
that were abandoned while in queue, while ringing, or while in a script node.

For calls that abandon in the routing script, the average abandon delay time is the average time
that calls spend in the ICM script before being abandoned. This time includes any time that the
call spent in the script before being queued.

For calls that abandon while ringing, the average abandon delay time is the average of Queue
Time + Ring Time + Delay Time. The average abandon delay time does not include the time
that the call spent in the ICM script before being queued.

None required

Troubleshooting Queue Reporting

Queue information does not appear in reports (Not applicable to System IPCC)

Data relating to queued calls does not appear in reports; fields related to queued tasks are 0.

None

This can occur if you have not enabled Queue reporting for the VRU peripheral.

In the ICM Configuration Manager, open the VRU peripheral. Select the Queue reporting
option.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)