Required Subscription: Mitel MVCCC (ShoreTel ECC)
Required Permission Level: Reports and Dashboard Creator
Mitel MiVoice Connect Contact Center (MVCCC) / ShoreTel ECC has a number of disconnect reasons that may require explanation. Below is a list with definitions to help you better understand your data.
| Disconnect Reason | Definition |
|---|---|
| Unknown | A disconnect reason could not be determined or was not assigned. |
| Disconnect | The call ended and no more specific reason could be determined. If an agent handles a call to completion, the reason will be Disconnect because the call ends normally. Less commonly, a call in queue can end with Disconnect if a script terminates the call. |
| Transfer | The current party transferred the call to another party. Most commonly agents transferring calls to other agents. |
| Abandoned | The caller hung up while in queue or while the call was ringing to an agent. Mitel MVCCC logs a specific "Abandon" event to CCIR when a call is abandoned. If the call ends while in queue with no Abandon event, the reason will be Disconnect instead. |
| AgentAnswered | An agent in the group answered the call. |
| OtherAnswered | An agent in a different group answered the call. If a call is in multiple groups simultaneously due to overflow, the group where the call was answered shows AgentAnswered and all other groups show OtherAnswered. |
| PresentedNotAnswered | A call rang to an agent and was not answered. The disconnect reason for that agent will be PresentedNotAnswered. |
| ReEntered | The call re-entered MVCCC routing via a new IRN. Typically the result of a script action or call routing destination targeting an IRN. Interflow is noted separately and takes precedence. |
| Interflow | The call was routed by interflow rules on the service to a new destination. This always takes precedence over other disconnect reasons when applicable (e.g., ReEntered, PBXTransfer). |
| CallbackRequested | The call ended because the caller requested a callback via a callback script. |
| BecameNonACD | The call was an ACD call in queue or ringing to an agent, but started ringing to or was answered by an agent as a non-ACD call. Examples include an agent picking up another agent's ringing phone, or a script directing a call directly to an agent's extension. |
| PBXTransfer | The call was transferred out of MVCCC to a destination in the PBX. Examples include an agent transferring a call to another PBX destination, or a script directing the call to a non-MVCCC destination (such as a "leave a message" option). |
For a full list of Brightmetrics fields and their definitions, visit our Data Definitions page.
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