We've found that the abandoned call rate is very high since using IPCCX. When I run the abandoned call detail activity report, I find under several situation, the call still defined as abandoned call. The call flow is if all agents are busy or not ready (DelayWhileQueued=0), then call will divert to an extension that always call forward to Unity for leaving message. The call counts as abandoned call if
1) caller hang-up if call present to avaliable agent within the time < CFW No Answer Timer.
2) caller leave voice message and then hang-up if no avaliable agent.
For item 2, it is not reasonable. Is my script get something wrong?