NEC 2400IMX system manual 31A Abandoned Call Search ACD, None

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

NDA-24282 (E)	CHAPTER 5
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