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Old 04-16-2015, 11:51 AM
cwculwell cwculwell is offline
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Default Avaya BCMS VDN Report & CONN Calls

On the BCMS VDN Report, what is a CONN call VS an ACD call?

I read the Operations Manual for the definitions, but do not understand why the CONN CALLS number is significantly different from ACD calls? For example, on one report it shows 118 calls offered, 103 ACD calls, and 10 CONN Calls. It seems ACD calls and CONN Calls would bed more closely aligned minus abandons, flow out, disconnects, etc.
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Old 04-17-2015, 07:24 AM
richa164 richa164 is offline
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CONN CALLS The number of completed calls that were routed to a telephone,
attendant, announcement, messaging split, or call pickup and were
answered there.

ACD CALLS The number of completed ACD calls answered in a BCMS-measured
split. The split may have been reached via the queue-to-main, check
backup, route-to, messaging split, or adjunct routing commands.
Includes Direct Agent calls (EAS only).
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