The phantom-abandon call timer can be set from 1 to 10 seconds. Any calls for which the total talk time or connect time is less than the set number of seconds are pegged as PHANTOMABNS, instead of ACDCALLS. The abandon time for phantom calls is as follows:
For splits, from the time that the call queues until the agent or answering station disconnects.
For VDNs, from the time the call encounters the VDN until the agent or answering station disconnects.
For vectors, from the time the call enters the vector until the agent or answering station disconnects. When a call leaves a vector by means of a “route to split” command, the call is not pegged as an outflow and can be pegged as a phantom- abandon call if the call duration is shorter than the administered phantom-abandon time.
