ACD contact center features
56 Communication Manager Guide to ACD Call Centers
Considerations
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Abandoned Call Search works with ground-start analog trunks that do not provide
disconnect supervision and that do react to a 500-ms break.
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Some older COs can take as long as two minutes to notify the communication server of
a disconnect. Thus, the communication server must determine within one second
whether the call has been abandoned, before extending the call. Even with Abandoned
Call Search or disconnect supervision, there is a small probability that a call will be
extended to the destination hunt group after the caller has hung up. Abandoned Call
Search and disconnect supervision significantly reduce that probability.
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Abandoned Call Search allows agents and hunt group members to answer more calls
because time is not wasted on abandoned calls. In addition, call-handling statistics that
the Call Management System (CMS) generates are more accurate because it is clear
when a call is abandoned.
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Abandoned Call Search adds an overhead of up to one second to each call delivered to
an agent.
