Abandon rate problems are almost always a pacing issue, not a hardware one.
1. Pacing ratio
If your dialer is set to call more lines than you have agents to answer them, some calls will connect with no one available — an instant abandon.
2. Answering machine detection sensitivity
Overly aggressive AMD settings can misclassify a live answer as a machine, hang up, and count against your abandon rate.
3. Wrap-up time
If wrap-up time is too short, agents get marked available before they're actually ready, throwing off the pacing algorithm's math.
4. Drop time threshold
Most regulations require a call to ring for a minimum number of seconds before it can be dropped — check yours matches your local compliance requirement.