| Tracking the source of those abandoned calls will be difficult unless you're able to duplicate the problem yourself in testing. My guess would be that some customers are pressing 0, to speak to a live person, and just hanging up. The PhoneTree system transfers the call, to the ACDN, before realizing that the customer is gone. What is being queued, then, is a call from the PhoneTree system. From the PBX's perspective, the "caller" is the PhoneTree system, so when the PhoneTree system drops off, so does the queue entry and your system logs an abandoned call of short duration. Again, this is just a guess.
A discussion of Signalling System 7 is rather involved. It's a service that major carriers offer, at considerable cost, and requires an adjunct server at each switch location. With SS7, you provide your carrier a set of rules for routing and re-directing calls to several of your company's office locations. Here's an example scenario...
Customer dials an 800# that goes to an ACDN on your Pittsburgh 11C. Your carrier's switch sees the call, destined for your Pittsburgh 11C, and looks to see if there are idle inbound trunks to your Pittsburgh 11C. Upon seeing idle trunks, your carrier's switch sends the call through. The call arrives at your Pittsburgh 11C, however, all agents, at that ACDN, are busy. Your Pittsburgh 11C then interflows the call, to the IFDN, via an outbound trunk to your carrier. Your carrier's switch recognizes the IFDN number as a DID that goes to your Atlanta 61C. Your carrier's switch then dials the IFDN, using one if its own outbound trunks, and transfers the customer to that trunk- establishing a call path directly from the customer to your Atlanta 61C. Your carrier's switch then releases the trunks to your Pittsburgh 11C. |