Technical References

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The agent picked up the phone and then hung up without dialing digits.
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Route requests were logged on the Call Manager PG that were not immediately redirected
to an agent.
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5 = Abandoned Interflow
In ICM, indicates an interflow call that dropped before the call could be handled by an
answering resource. Interflow calls are calls between ACDs. Abandoned Interflow is supported
only by PIMs that track interflow calls. Currently, this includes only the Aspect CallCenter
PIM.
Does not apply to IPCC Enterprise.
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6 = Abandoned Agent Terminal
In ICM, indicates the call was dropped while being held at an agent device. For example,
the caller is connected to an agent; the agent puts the caller on hold; the caller gets tired of
waiting and hangs up.
In IPCC Enterprise, indicates that the caller hung up while on hold on the CallManager PG,
which generally indicates a training issue for the agent. On the VRU PG with Service Control
Queue reporting checked, this normally indicates caller abandoned..
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7 = Short
In ICM, indicates the call was abandoned before reaching the abandoned call wait time.
Short calls are technically abandoned calls, but they are not counted in the ICM
CallsAbandoned counts for the associated service/route. Short calls are, however, counted
as offered calls in the CallsOffered and ShortCall counts.
Note that when the short call abandon timer is configured, single step transfers, being blind
transfers by definition, have a Call Disposition of 7 (short call abandon) and a Peripheral
Call Type of 4 (transfer).
Also applies to IPCC Enterprise. In addition, route requests would be counted as short calls
if so configured.
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8 = Busy
Not used in ICM.
Does not apply to IPCC Enterprise.
In Outbound Option, this result code indicates an outbound call resulted in a busy signal.
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9 = Forced Busy
The call was made busy by the ACD because there were no answering resources available
to handle the call. Currently, only the Nortel Meridian and Symposium PIMs support Forced
Busy.
Does not apply to IPCC Enterprise.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Chapter 4: Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields