Example Call Sequences and their Effect on CDR Records
42
CDR Manual
Example Call Sequences and their Effect on
CDR Records
One objective of the CDR record is to track the talk time of agents and
individuals for incoming and outgoing calls. Many call sequences are
possible. The following are examples of inbound and outbound calls to a
call center and sequences of recorded results in the CDR Detail report:
Example 1
—Ext. 102 calls Operator, Operator transfers Ext. 102 to Ext.
309, Ext. is connect to Ext. 309. The result is three sessions logged for this
event.
All workgroup voicemail
messages by workgroup
Set
Type
to
Messages
Enter
Workgroup Number
, select
Both
Set
Sort By
to
Workgroup
All calls to workgroup
Set
Type
to
All Calls
Enter
Workgroup Number
, select
Both
Set
Sort By
to
N/A
or
Date/Time
All calls to workgroup via
specific DNIS
Set
Type
to
All Calls
Enter
Workgroup Number
, select
Both
Enter
DNIS
digits, select
Exact
Set
Sort By
to
Workgroup
All trunks busy for workgroup
trunks (for outbound calls)
Set
Type
to
All Trunks Busy
Enter
Workgroup Number
, select
Outbound
Set
Sort By
to
N/A
All Unanswered Calls by Agent
Set
Type
to
Unanswered
Enter
Workgroup Number
, select
Both
Set
Sort By
to
Agent
Example Workgroup CDR Searches
To run a search on:
Use these fields and settings: