The definition of an "Abandoned Call" is a call that is not marked as "handled", i.e. it is not accepted by an agent before their CFwd setting expires or if the caller disconnects prior to being presented to an agent.
An abandoned call is a call in which the caller hangs up before the call is answered. You define this parameter on ICM Configuration Manager-> System Information->" Abandoned Call Wait Time"
Which means "The minimum time in seconds an incoming call must be queued before being considered an abandoned call if the caller hangs up." so if you set this parameter to say 5 (seconds) every Calls beyonds those 5seconds that didnt get answered is considered an Abandoned Call. Every call under 5seconds that didnt get answered will be considered a short Call.
If we are talking about IPCC then that is not a correct statement. An "abandoned" call can be more than just "the agent didnt pick up the call". It can also be if the caller disconnects and the script doesnt mark the call as "handled".
SIP traces provide key information in troubleshooting SIP Trunks, SIP
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Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
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