Purpose
The purpose of AcdGroupEndReasons values is to identify why a call left an ACD group, i.e. what the reason for the end of processing in the group actually was.
Values
The following values are defined:
Value | Meaning | Hangup whilst in group call flow? | Did the caller speak to an agent? | Was a rule executed? | Comments |
|---|---|---|---|---|---|
1 | Hangup Announcement 1 | Caller | Caller hangup in the ACD call flow before the check point Routing-Application. | ||
2 | Hangup Routing-Application | Caller | Caller hangup in the ACD call flow within the check point routing-application or within the routing application itself. | ||
3 | Hangup Announcement 2 | Caller | Caller hangup during the queue checkpoint, or during announcement 2 or call recording announcements, but before actually trying to enter the ACD queue. | ||
4 | Hangup Queue | Caller | Caller hangup whilst in the ACD queue. | ||
5 | Agent Call (HUP) | Caller | Yes | Caller hangup whilst connected to an agent. This is a successful agent call. | |
100 | Group Start (Rule) | Yes | The call left the group due to a rule configured from group start up to (but not including) the checkpoint routing application which was then executed. | ||
101 | Routing-Application (Rule) | Yes | The call left the group due to a rule configured at the checkpoint routing application which was then executed. | ||
102 | Queue (Rule) | Yes | The call left the group due to a rule configured at the checkpoint queue which was then executed. | ||
103 | Agent Call (Rule) | Yes | Yes | The call left the group after an agent call. This implies that the agent hung up to end the call. Following this, a rule was found configured to the check point "After Agent Call" which was then executed. | |
104 | Agent Call (Rule, Special Function) | Yes | Yes | The call left the group after an agent call. This implies that the agent hung up to end the call. Following this, a rule was found configured to the check point "After Agent Call" which was then executed. | |
105 | Queue Full (Rule) | Yes | The call left the group because the queue was full - i.e. it was not possible to enter the queue, and a rule was configured to handle this at the checkpoint "Overflow Queue Full" which was then executed. | ||
106 | Queue Timeout (Rule) | Yes | The call left the group because a queue (or call) timeout was configured and occurred and a rule was configured to handle this at the checkpoint "Overflow Queue Timeout" which was then executed. | ||
107 | Queue No Agents (Rule) | Yes | The call left the group because no agents were logged into the ACD group and the queue was not configured to be open without logged in agents. A rule was configured to handle this at the checkpoint "Overflow Queue no Agents logged into ACD" which was then executed. | ||
108 | Queue All Tried (Rule) | Yes | The call left the group because all available and free agents had been called once, and no other agents were available to try. A rule was configured at the checkpoint "Overflow Queue All Agents Tried" which was then executed. | ||
109 | Queue DTMF (Rule) | Yes | The caller pressed a valid DTMF whilst in the queue which was associated with a rule configured at the checkpoint "Queue Leave on DTMF" which was then executed. | ||
200 | Error (SHUP) | System | A fatal error occured during processing and the system was forced to hangup. | ||
203 | Agent Call (SHUP) | System | Yes | The call left the group after an agent call. This implies that the agent hung up to end the call. Following this, no rule was found configured to the check point "After Agent Call". | |
204 | Agent Call (SHUP, Special Function) | System | Yes | The call left the group after an agent call. This implies that the agent hung up to end the call. Following this, no rule was found configured to the check point "After Agent Call". | |
205 | Queue Full (SHUP) | System | The call left the group because the queue was full - i.e. it was not possible to enter the queue, and no rule was configured to handle this at the checkpoint "Overflow Queue Full". | ||
206 | Queue Timeout (SHUP) | System | The call left the group because a queue (or call) timeout was configured and occurred but no rule was configured to handle this at the checkpoint "Overflow Queue Timeout". | ||
207 | Queue no Agents (SHUP) | System | The call left the group because no agents were logged into the ACD group and the queue was not configured to be open without logged in agents. No rule was configured to handle this at the checkpoint "Overflow Queue no Agents logged into ACD". |