CMS: What is considered 'CONNECTCALLS' ? 2

[adminman3]

The definition for 'connectcalls' in CMS is "number of calls to the VDN that were connected to a 'non-ACD' destination. Connected means calls answered at a 'non-ACD destination."

I'm struggling to come up with a non-ACD destination. Likely suggestions are 'busy', disconnect after announcement', steps that don't send the call to a queue. Does anyone have insights on a better definition for connectcalls?

Urgent...argh.

 

[SF0751]

One possibility are calls in the vector that are routed to voicemail.

In some of our vectors, we route the caller to voicemail after they've waited X minutes in the queue. Those calls count in the VDN report as "connect calls".

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[TykeUK]

I suppose this would depend on the setup of your VDN/Vector. We have several different VDN's that produce Connect Calls. Some of these are calls that route to "0" (attendant), customers dialing extension numbers/hunt group numbers or voicemail from a vector prompt.

 

[adminman3]

Your quick responses are much appreciated! I believe that the use of VDNs as Team Codes which customers are required to enter at the collect-digits step is what is being pegged as 'connectcalls' since they (the VDNs) are not an ACD point, but the subsequent vector steps which include queueing to a skill are ACD endpoints.

Thanks again!

 

[NitramTELEBOY]

Well even if they are entering the VDN as collected digits in a vector step, if the vector routes them to an agent that would be considered an ACD call. A connected calls pretty much a call "answered" by voicemail, operator, non-acd extension, fax or even datamodule.

 

[adminman3]

Good clarification! Thank you!