Abandon Call Definition

Options on this expander specify what this campaign considers an abandoned call to be.

Include remote hang up as abandon After | Always | Never __ seconds

Decide whether calls disconnected by the contact are evaluated as abandoned calls by selecting:

Never	No remotely disconnected calls are considered as Abandoned.
Always	All calls disconnected by a remote party are abandoned calls.
After	Tells Dialer to classify as abandons, all calls disconnected by a remote party after a specified number of seconds. When this option is selected, you must specify a time interval.

Note that these settings apply only to calls that are remotely disconnected prior to getting to an agent. Once the call is routed to an agent, the "No Available Agent" determines whether or not the call is marked abandoned. Additionally, if a call is marked abandoned for any reason, it is set and cannot be undone by another setting.

If no agents are available to take a call, the "Remote Hang Ups" and "System Hang Ups" settings are applied to calls that never go to an agent and the "No Available Agent" setting affects calls that do go to agents.

Include system hang up as abandon Always | Never

Always or Never determine whether or not this campaign will interpret system-disconnected calls as abandoned calls.

Include no available agent as abandon After | Never

Specifies whether calls abandoned due to "No Available Agents" are considered by the pacing algorithm as abandoned calls, if at all:

Never	Tells Dialer not to consider disconnects due to agent unavailability as abandons.
After	Tells Dialer to wait to see if an agent will enter an available status. If you select After, you must also set an interval in seconds to wait for an Agent to enter an available status. If no Agent becomes available during this interval, the call is considered to be abandoned.

A "No Available Agent" configuration only affects if and when a record is marked as an abandoned call. It has nothing to do with actions taken against the call object itself (disconnecting it, routing it, etc.)

The Call Timeout setting determines how long the call is left on hold before taking action on it. When that time expires, the action taken is the action defined for "If no available agent, then" on the Automation tab of the campaign configuration, which can be to hang up, play a wave file, or transfer it to an Attendant profile.