Avaya ACD and CMS Questions

[CASR]

1. When using the VDN of Origin Announcement, does the length of the whisper count in the ASA? I don't want it to.

2. How can I not count short abandons in split/skill reports. It's fine to see them on the VDN or Vector reports but I have read about it and cannot seem to make them not count. For example, a hang up in the middle of the greeting should not count against us as an abandon.

Thanks for any guidance.

[JLsandiego]

CASR

Try posting this question here too:
http://finance.groups.yahoo.com/group/Avaya-List/

JL

[MHawkins]

I don't beleive that the VOA counts towards ASA time. You might want to touch base with your Avaya CRM Specialist to confirm.

On your short abandon question, abandon calls are only counted against skill if the abandon happens after the call is queued to skill - which will depend on your call flow. You might consider placing skill call profiles on each of of your skills in CMS which will allow you to set thresholds...thus elimiminating abandons prior to a certain time.