/mcpmisses two consecutive routed calls, Peripheral Call Type will usually be two, and the Call Type ID and Network Target ID will be filled in. In Outbound Option, this result code indicates customer phone not in service. • 2 = Abandoned in Local Queue In Unified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answering resources (for instance, a skill group, voice port, trunk, etc.) In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRU LEG call type). VRU Service Control Queue Reporting has to be enabled. Note In Outbound Option, this result code indicates an outbound call was abandoned either by the customer or dialer. • 3 = Abandoned Ring In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller did not wait for the call to be answered but disconnected while the call was ringing. In Unified CCE, indicates that the caller disconnected while phone was ringing at the agent desktop. • 4 = Abandoned Delay In Unified ICM, indicates the call was abandoned without having been answered but not while ringing or in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Because of the delay, the caller ended up dropping the call before it could be answered. In Unified CCE, indicates that the destination was not connected when the call terminated. This might mean that: • The agent logged out • The agent picked up the phone and then disconnected without dialing digits. • Route requests were logged on the Cisco Communication Manager PG that were not immediately redirected to an agent. • 5 = Abandoned Interflow In Unified 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. Does not apply to Unified CCE. • 6 = Abandoned Agent Terminal In Unified 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 disconnects the call. In Unified CCE, indicates that the caller disconnected while on hold on the Unified CM PG, which generally indicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked, this usually indicates caller abandoned.. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 682 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields