Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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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.) 

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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. 

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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.

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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.

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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.

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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.