Instruction manual

Page 2052 of 3156 Meridian 911

553-3001-306 Standard 10.00 January 2002

Meridian 911 Call Abandon

Attendant Break-In

Since an abandoned call does not have a speech path established, the Break-

In deny treatment is given to the attendant so that Break-In cannot occur.

Automatic Call Distribution

When a call is abandoned, the call remains in its current state (for instance,

Automatic Call Distribution (ACD) queue, CDN queue, or ringing on an

ACD agent set).

Automatic Call Distribution Reports

ACD-C and ACD-D packages are not modified for M911 Call Abandon.

However, a new interpretation for the report fields are needed for abandoned

calls. The incoming call is pegged as an abandoned call when the caller

abandons. However, it is not repeatedly pegged as an answered call when the

call taker answers the abandoned call.

For ACD-C package, the CALLS ANSWD field only accounts for real calls;

the ABANDONED field accounts for abandoned calls that are answered,

assuming all abandoned calls are eventually answered by an agent.

Consequently, the CALLS ACCPTD field is equal to the CALLS ANSWD

field plus the ABANDONED field (number of calls entering queue = number

of real calls + number of abandoned ones). This way the Average or Total

Call Processing (DCP) Time accurately reflects the amount of time an agent

spent on real calls, since answering an abandoned call requires little time. The

work an agent does for an abandoned call is more accurately reflected in the

DN OUT and OUT TIME fields, which mean total number of outgoing calls

and total time of all outgoing calls respectively. Since the agent must hang up

the abandoned call and call back to see what the condition is, the outgoing call

that is made is more valuable for reporting the agent’s work.

For the ACD-D package, the reports also need to be interpreted in this way.

When the caller abandons, a CAB message is sent to Meridian MAX;

however, later when an abandoned call is answered by an agent no CAA

message is sent to Meridian MAX.

Call Force

M911 abandoned calls cannot be call forced.