Call/Contact. A call or other type of contact that has been offered into a communications network or telephone system, but is terminated by the person originating the contact before any conversation happens. In an inbound calling situation, abandons can be counted within the IVR menu, but generally refer to the calls queued to a specific agent group or skill. In an outbound calling scenario, abandoned calls refer to connects that are disconnected by the automated dialer once live contact is detected and no agent is available to match up with the call.