clarify OCS abandoned when agents no longer available

[RC1]

when the dialer makes a predictive or progressive call and then all agents become unavailable; what does OCS do with the call and what this the Call Result?

[cavagnaro]

The call keeps in the Routing Point target object as long as you defined it, the call result is abandoned if the user hangsup or dropped if Genesys cut the call when the timer of the target expires and you decided to end the call

[Dionysis]

When using 1 step transfer:
The OCS simply dials the call and transfers to the DN it is configured to transfer to.  What happens after that is controlled by URS or the PBX.

However, when using 2 step transfer:
The OCS is still in control of the call until the agent answers.  This means the OCS can, and will, drop the call after the configured timeout (call_wait_connected_timeout (from memory)).

It's also important to be correct with your definitions of what is an abandoned call according to OCS.

Abandoned = OCS calls the customer, and the customer hangs up.

Dropped = OCS calls the customer, the customer queues for the specified time, then the OCS/URS/PBX (depending on your configuration) hangs up.

Hope that helps.