VDN tables

The number of times that calls are answered (ACDCALLS) or connected (CONNECTCALLS) during each of the service level increments PERIOD1 through PERIOD9. The service level increments are defined in the Call Center Administration: VDN Call Profile Setup window. The ANSCONNCALLSACC10 item counts calls answered or connected after PERIOD9. Answered and connected calls include split/skill and direct agent ACD calls and extension calls by a “route to” or “adj rout link” vector command.

This item is cumulative across all VDNs that experienced the abandoned call. Thus, this variable is stored for the VDN in which the abandon occurred, will reflect the accumulated time the call spent in all VDNs that experienced the abandoned call.