Abandoned calls in IVR Campaign

Question

IVR Outbound Camnapign.
Settings:
"Cisco Config Manager" --> "Outbound Option Campaign" --> "Abandoned call waiting time" =10 sec.
To the person the call arrives (from IVR Campaign), the person hears the first IVR prompt, further in 5 seconds the abonent dropped call.
The system marks such call as "Customer answered and was connected to agent" (code 10)
It is necessary for me to receive a code:
"Customer has been abandoned to an IVR (code 21)"
It important for this purpose that the system would redial.
How it is correct for settings?
ICM 7.2.7
IPIVR 3
CCM 4

Answer 1

Hi all,
Sorry for attending late this interesting topic. I also have concern about this issuse. We found it difficult to manage the answerer's attitude. We cannot point out how many calls that were not answer at the a specific IP phone ( the call that had ring out at that IP phone).
If you can, pls clarify the meaning of: Calls Error  concept.
*Completed Tasks: Calls  Error
The number of calls for this Call Type that had errors  or were incomplete during the half-hour interval.
Derived from: Call_Type_Half_Hour.ErrorCountToHalf +  Call_Type_Half_Hour.IncompleteCallsHalf  +  Call_Type_Half_Hour.AgentErrorCountToHalf
Are there any differences between Aban Call and Calls Error?
Aban Ring
For voice: the total number of calls that were  abandoned while the agent’s phone was ringing.  For non-voice: the total number  of tasks that were abandoned while being offered to an agent.
Derived from:  Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Hold
The number of ICM routed calls to the agent that  abandoned while the call was on hold and/or the number of paused tasks that the  agent ended during the interval.
Derived from:  Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
many thks