1

The call is connected (CONN, non-ACD call to a measured agent). A connected call is a non-ACD call to a measured agent for which CMS receives an indication that the call was connected.

2

The call is answered (ANS, split/skill or direct agent call answered by an agent). An answered call is any split/skill or direct agent ACD call for which CMS receives an indication that the call was answered by an agent and was not a phantom abandon.

3

The call is abandoned (ABAN). An abandoned call is any ACD call in which a caller disconnects before receiving an answer from an agent and for which CMS receives notification that the caller abandoned. Phantom abandons (PHANTOMABNS) are included as abandoned calls.

4

The call is interflowed (IFLOW). Interflowed calls are calls that are interflowed to an off-communication server destination

5

The call is forced busy (FBUSY). Forced busy calls are calls that CMS records as BUSYCALLS for the trunk group that carried them. These calls can be VDN calls that received a forced busy from the vector command or a split/skill call for a nonvector-controlled split that received a busy indication from the communication server because the split queue was full.

6

The call is forced disconnect (FDISC). Forced disconnect calls are VDN calls that are disconnected by the communication server due to the execution of a disconnect vector command. Forced disconnect calls also include calls disconnected because of the vector disconnect timer or because they reached the end of vector processing without being queued.

7

The call has another disposition (OTHER). Other calls include any other calls that do not fall into the categories listed above. See the definition of OTHERCALLS in this chapter for additional information.