-- Call Detail Reporting Guide -- September 2000 -- Page 18 --
Calls in Queue
The number of calls waiting in a queue for an agent or answering
device.
Carrier
The voice telephone network provider such as AT&T,. MCI and Sprint.
Carrier #
The 10XXX dialed number which is used by a caller or the system to
inform the local switching system which Carrier has been selected to
handle the phone call: for example, AT&T is 10288.
CLID
The Caller Line Identification is the european term for CallerID.
Disconnect
When a call disconnects from the phone system; if an extension
disconnects first, then ….; if a incoming caller disconnects first, then …..
DNIS
Direct Number Inward Service is the phone number dialed by the caller.
Usually companies purchase a block of DNIS numbers from the local
central office so they may gives customers direct access to key
employees. DNIS numbers can be 800 numbers which represent
specific types of service offered to the public by a company. DNIS
numbers, in call centers therefore, can conceptually be regarded as
applications.
Call Duration (Duration)
Call Duration is average the amount of time a call takes from phone
system answer to phone system disconnect.
Abandonment
Incoming calls whereby the call decides to disconnect
before
completing
a call processing state in the phone system: listening and
handling autoattendant, while waiting in queue, or while in voice mail.
Also see short calls. Notice that this information is not at all the same
as the Abandonment from Queue found in AltiGen’s Center 4.0 real
time screens. There the system is measuring calls leaving the queue
only, but not necessarily abandoning the call from the system.
Exit State
The state of the call in the phone system when the caller decided to
disconnect. The nominally correct exit state is when a caller
disconnects during conversation with a person or after leaving a voice
message. Exit state numbers help reporting tools describe and total
calls which early abandon as well as normal calls.
ExitQ
When the call exited a workgroup queue.
ExitVM
When the call exited voicemail.
Extension
The phone number of a phone on the phone system. AltiWare has
extension numbers representing phonesets (analog, IP), virtual
extensions (logical locations), and workgroups (queues for agents).
Handled Calls
The number of calls actually processed successfully to a normal
disconnect exit state: answered by a person, or the person completed a
voice message or listening to a prompt.
Handled WG
The number of calls handled by a workgroup in the phone system.
In WG Average Duration
The amount of time, on average, calls spent waiting for a free agent
while in a queue.
Inbound
Calls arriving into the phone system over trunks, either public or private
tie trunk lines.
IP
Internet Protocol -- IP is used to represent the concept and practice of
encapsulating of voice into data packets carried on data networks, both
private and public, including the Internet.
IP Extension
An extension within the AltiServ phone system based on encapsulated
voice connections (IP voice) as opposed to analog phonesets. AltiServ
supports physical phonesets and software phones using the IP method
of voice transmission.
IP Trunk
A digital connection to a LAN or Wide Area Network (WAN) that can
handle IP encapsulated voice transmissions.
Line
A term for pairs of wires which carry voice over analog circuits to the
central office -- ie, trunks. Sometimes used also as station lines
(extensions) and trunk lines (trunks).
