Altigen AltiContact Manager Version 4.6, Administration Manual

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RTM Data Schema
A-12 AltiContact Manager Administration Manual
OutCallDurat
ion Duration of outgoing calls
(NumOutCall); from the time
the call enters “Connected”
state until disconnect ULONG * Outgoing Calls
Duration
NumWrapUp Number of times agent entered
Wrapup, where Wrapup lasts
from agent-set “Not Ready” to
“Ready” status short * Wrapup
WrapUpDura
tion The amount of time for
Wrapup, where Wrapup lasts
from agent-set “Not Ready” to
“Ready” status ULONG * Wrapup
Duration
NumCallToV
M Count of voicemail messages short * Voice Mail
VMDuration Total duration of voicemail
messages ULONG * Voice Mail
Duration
nGroups Count of workgroups agent is
logged in to short
NumHold The number of call put on hold
in this workgroup short
HoldDuration Total duration of workgroup
hold calls ULONG
extNumInCal
l Personal (non-workgroup)
incoming call short * Calls Answered
extInCallDur
ation Total duration of personal (non-
workgroup) incoming calls ULONG * Calls Answered
Duration
extNumOutC
all Number of personal (non-
workgroup) outgoing calls short * Outgoing Calls
extOutCallDu
ration Total duration of personal (non-
workgroup) outgoing calls ULONG * Outgoing Calls
Duration
extNumCallto
VM Count of non-workgroup
voicemail messages short * Voice Mail
extVMDurati
on Total duration of voicemail
messages ULONG * Voice Mail
Duration
extNumHold Count of non-workgroup calls
holding short
Table 4: RTM Data Format
Database
Element Definition Type Specification/
* CDR Client Field