Altigen AltiContact Manager Version 4.6, Administration Manual

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RTM Data Schema
A-14 AltiContact Manager Administration Manual
InCallDurati
on Duration of incoming calls
(NumInCall), starting from the
time the agent answers a call
until the call is disconnected or
transferred out of the WG ULONG * Calls Answered
Duration
NumOutCall All outgoing trunk and station-
to-station calls that entered
“Connected” state short * Outgoing Calls
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
NumHold Count of calls holding short
HoldDuration Total duration of workgroup
hold calls ULONG
LoginDuratio
n The total time agent was logged
in since midnight ULONG
LogoutDurati
on The total time agent was logged
out since midnight ULONG
LocalDate Date String yyyymmdd
Table 4: RTM Data Format
Database
Element Definition Type Specification/
* CDR Client Field