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abandoned ring

I am using IPCC 7.1 with CVP 3.1 and cti agent desktop, I would like to know the number of calls per agent which abandoned in ring, as well as who hanged up the line the agent or the customer


Re: abandoned ring

By definition, "abandon ringing" is the caller dropping while the call is ringing at the phone to which the Call Router sent the call. Is There is a disposition "52 = Called Party Disconnected" but it's not implemented.

The Abandoned Call Detail Activity Report contains information about calls

that are abandoned.

1. For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected.

2. For IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled flag. If a call has more than one leg that is abandoned (for example, an IVR call that is processed by different applications), each abandoned leg is displayed in this report".

3. Abandoned call with an Agent Name - Means an Agent was selected, but before they could answer, the caller hung up

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