sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Call Center Suite and Abandoned calls

We get a lot of abandoned calls on our CCS reports. My question is this:
You have a CRA that callers will hear before they ever get to an operator. In that recording you have information that may answer the caller's question before they speak to the operator, so they hang up before the CRA trasfers them to the opeartor to pick up the call.
Does the system count that as an abandoned call since no 'person' ever picked up the call and the caller hung up on the system?

By default, all Call Routing apps are treated as 'Not Having Answered'. That way you can have calls ring a CRA, then transfer to a hunt group and measure the abandon rate accurately. If CRA's were all treated as having answered the call, you would almost never get abandoned calls and that typically is not a scenario that reflects real caller activity.

You can change those settings in: DB Manager if yer version 4.X or
Server DB window is version 3.X

I have never heard of this. How do you change the settings?

"I have never heard of this. How do you change the settings? "

Check out the last part of my first reply :-)...

This can also be changed in the CCS Data Manager, under Extensions.

I have this issue right now where 2 of CRA's show as answering but i checked the DATA Manager for those two and they have "not answered" and "not rung" selected.

I was thinking of taking both those CRA numbers off the Data Manager and add them again. Would that messup the database?

You can delete and recreate them w\o messing up the DB. The best way to do this is is to delete the CRA's, then restart the CCS server service.

I tried it but the reports still shows that the call was answered by these two CRAs. Is there any other place that I need to check?

I have Inter-tel Axxess 10.003 if that helps anyone.