Technical References

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10 = Disconnect/drop no answer
Only the Galaxy and Meridian PIMs support the disconnect/drop no answer call disposition.
For Rockwell Galaxy ACDs, disconnect/drop no answer indicates that the PIM received a
disposition of “failed routing” from the Galaxy MIS records. For the Meridian ACD,
disconnect/drop no answer indicates that the ACD performed a “forced disconnect.”
Disconnect/drop no answer calls are counted as either abandoned or short calls in the ICM
software’s service and route tables.
In IPCC Enterprise, indicates that an agent-initiated call was not answered. (If agent picked
up the phone but did not dial any digits, the CallDisposition would be 4, Abandoned Delay.)
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11 = Disconnect/drop busy
Supported only by the Galaxy PIM. This indicates that the Galaxy PIM received a “disconnect
forward busy” disposition from the Galaxy MIS records. Disconnect/drop busy calls are
counted as either abandoned or short calls in the ICM software’s service, route, and skill
group tables.
Does not apply to IPCC Enterprise.
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12 = Disconnect/drop reorder
Supported only by the Galaxy PIM. This indicates that the Galaxy PIM received a disposition
of “intercept invalid” from the Galaxy MIS records. Disconnect/drop reorder calls are counted
as either abandoned or short calls in the ICM software’ s service, route, and skill group tables.
Does not apply to IPCC Enterprise.
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13 = Disconnect/drop handled primary route
In ICM, indicates the call was handled by an agent and was neither conferenced nor
transferred. These calls are counted as handled calls in the ICM Schema’s service, route, and
skill group tables.
In IPCC Enterprise, indicates that a call was routed to an agent on the Call Manager PG
and handled without a transfer or conference. This call disposition is also used for non-routed
calls handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was
handled by the VRU. However, it does not indicate if the caller abandoned or disconnected
the call after the call was handled by the VRU.
Just in case the script ends without routing the call, the RouterErrorCode field in the Route
Call Detail records will indicate the cause. Additionally, you can verify if the
ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are
incremented. The incremented fields indicate that the caller abandoned the call when the call
was at the VRU.
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14 = Disconnect/drop handled other In ICM and IPCC Enterprise, indicates the call was
handled by a non-agent or unmonitored device (for example, a voice mail system). These
calls are counted as handled calls in the ICM schema’s service, route, and skill group tables.
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15 = Redirected
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