# ACD Hold Retrieve

When a call is retrieved by a non-agent or an agent who is not a member of the group that originally received the call, the answering group in the SMDR record appears as 000.

In this example, CO trunk 011 calls path 123 and is answered by agent 1009 group 031. Agent 1009 places the call on hold. A non-agent at extension 4000 retrieves the call. The answering group appears as 000.

09/10 08:31 00:00:20 T001 005 P123 030 031 032 031 1009
09/10 08:31 00:00:20 T001 005 P123 030 031 032 000 4000

When a held call is retrieved on the key line on which the agent that initiated the hold originally placed the party. Any variation will be considered a Hold Abandon Event. ACD real time event reporting is missing an event (Call Abandon) when a non-ACD call is answered on DTS/ KEYLINE on an Agents phone and then placed on hold to be retrieved by another set.

Call (4221) comes in internal and is picked up by agent 4221 on the prime line of his set. The agent puts the call put on hold. Extension 4211 picks up the call by using the feature access code, and then hangs up.

32R13061720000420
33H1306244221 55555 00 (call answered by 4221)
34N1306254221 55555 00 (call hold by 4221)
35P1306294221 55555 00 (call abandon by 4221)
36I1306294211 00 (new call 4211)
37R13063220000420
38J1306374211 002 (idle 4211)
39R13064720000420

Note the "abandon call" on 4221.