Abandoned call

[Eliav]

I have a small question.
We generate 2 reports from our switch, the first is :
"list bcms VDN XXXX" that generate the output of :

AVG AVG AVG
TIME CALLS ACD SPEED ABAND ABAND TALK/ CONN
OFFERED CALLS ANSW CALLS TIME HOLD CALLS
2:00- 3:00 0 0 0:00 0 0:00 0:00 0
3:00- 4:00 3 3 0:06 0 0:00 2:03 0
4:00- 5:00 0 0 0:00 0 0:00 0:00 0
5:00- 6:00 1 1 0:07 0 0:00 4:26 0


The second is :
"list bcms skill YY" that generate the output of :
AVG AVG AVG TOTAL
ACD SPEED ABAND ABAND TALK AFTER
TIME CALLS ANS CALLS TIME TIME CALL

1:00- 2:0 1 0:08 0 0:00 5:23 0:00
2:00- 3:0 0 0:00 0 0:00 0:00 0:00
3:00- 4:0 3 0:06 0 0:00 2:03 0:00
4:00- 5:0 0 0:00 0 0:00 0:00 0:00
5:00- 6:0 1 0:07 0 0:00 3:39 0:00
6:00- 7:0 0 0:00 2 0:15 0:00 0:00


My question is does the abandoned call number in the VDN include the abandoned calls in the skill itself? (the number in the VDN is always greater than the number in the skill), and what the CONN CALLS field represents .

10ex

Eliav

 

[mwarren]

Abandoned calls only show up on the skill if the call has been queued to a skill. If they are still receiving treatments such as announcements before you queue to a skill and they abandon then the call will only show on the VDN.

 

[Eliav]

Hi mwarren
10ex man.
That what i thought, but the question is - does the number of abandoned calls in the VDN report include the abandoned calls in the skill?
10ex
Eliav

 

[TSHDave]

The number of abandoned calls in the VND does not include the number of abandoned calls in the skill.
so when working out your total abandoned calls you need to add these together.

 

[Eliav]

Hi TSHDave
10ex
Are you sure about it? , I’m asking it because i heard some different answers.
Eliav

 

[marcell55]

If the calls queue as part of that VDN, then the abandoned calls to the skill would also be included in the VDN.

A connected call in a VDN report is one that is routed to an extension of some type, such as a station, a voicemail box, or the attendant.

 

[Eliav]

Hi marcell55
Thanks for your replay.
What do you mean by "If the calls queue as part of that VDN" - how can i queue a call not as a part of the VDN?
10ex
Eliav

 

[marcell55]

VDNs can do a multitude of things, so you can have VDNs that don't queue at all. So, if that is a VDN that queues, then yes, it would include abandoned calls to that skill because they are still part of the VDN.

 

[Eliav]

Hi marcell55
10ex for your help
Eliav