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Abandoned call search
Abandoned Call Search allows the communication server to identify abandoned calls if the
central office (CO) does not provide timely disconnect supervision. An abandoned call is
one in which the calling party hangs up before the call is answered. Note that Abandoned
Call Search is suitable only for older COs that do not provide timely disconnect
supervision. Most COs provide timely disconnect supervision and do not require
Abandoned Call Search.
Before an incoming Automatic Call Distribution (ACD) call rings a hunt group member or
agent, the system checks to make sure that the calling party has not abandoned the call. If
the calling party has abandoned the call, the call does not ring the hunt group member or
agent.
If a call has been abandoned, the system determines if the calling party is still connected to
the ground-start trunk at the CO. To do this, the system flashes (that is, opens the tip-ring
loop for 150 to 200 ms) the CO end of the trunk. If the calling party is still connected, the
CO does not respond. If the calling party has abandoned the call, the CO sends the system
a disconnect signal within 800 ms. The system interprets this as an abandoned call,
releases the trunk, and the call does not ring the hunt group member or agent.
Outside of the U.S., a flash of this duration may be handled differently. For more
information about trunk flash Administrator Guide for Avaya Communication Manager,
555-233-506.
Administering abandoned call search
The following forms and fields are required to administer the Abandoned Call Search
feature.
You administer Abandoned Call Search on a per-trunk-group basis. Administer each
ground-start CO, FX, and WATS trunk group either having Abandoned Call Search or not
having it. Abandoned Call Search is not supported for tie trunks.
Required forms – Abandoned Call Search
Form
Trunk Group
— CO
— FX
— WATS
Field
Abandoned Call Search
Abandoned call search
Issue 1.0 May 2003
55
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