Call to a VDN and abandoned after agent selection

A call arrives at the DEFINITY G3 switch and is handled with a VDN or vector. The vector queues the call to an ACD split. The caller abandons the call after is was assigned to an agent but before the agent could answer it.

Example:

1. A caller calling from the telephone number 303-555-1726 calls a toll-free 800 number that is associated with customer service. Calls to that 800 number are processed by a vector that is associated with VDN 7771. VDN 7771 is monitored.
2. The vector that is associated with VDN 7771 queues the call to an ACD split with a "queue to" step.
3. An agent at extension 1234 is selected for the call.
4. The caller abandons the call before the agent at extension 1234 can answer.
5. An ABANDON event is passed to the monitoring application for VDN 7771 with the following information:

   Connected Party Number	1234
   Calling Party Number	3035551726
   Called Party Number	9085557771
   Switch Data
   Trunk Group Id
   Call Id	101
   Other Call Id
   LAI Display Info
   VIS Data
   Routing ID
   Ucid
   Uui
   Ani II Digits
   Redirecting Number
   Return Field	A

Note that this is different from the previous scenario where the caller abandons the call while in the queue. Since an agent was selected for the call before it was abandoned, a CONNECT event is passed to the monitoring application. In the previous case where the caller abandons the call while it is in the queue, no agent was selected for the call; therefore, no CONNECT event is passed to the monitoring application before the ABANDON event. In this scenario, where the caller abandons the call after agent selection, the ABANDON event contains the extension of the agent who was selected for the call. This information can be used to cancel the CONNECT event for the call to the agent since the call terminates before the agent can interact with the caller. Alternatively, the host application could simply let the next CONNECT event for the same agent "overwrite" the previous CONNECT event for the call that was abandoned. The next CONNECT event comes when the next call is delivered to the agent.

Note also that this scenario only applies when CONNECT events are triggered on ASAI alerting event reports. If CONNECT events are triggered on ASAI CONNECT event reports, CONNECT events are passed to monitoring applications only when agents actually answer calls. Consequently, for cases where CONNECT events are triggered on ASAI CONNECT event reports, only an abandon while in the queue situation is possible. An abandon after agent selection situation will never occur or be reported.

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