IP Office Technical Bulletin number 145
COMPAS ID 157236 Issue 2
Page 34 of 59
To complete the changes around the naming and filtering associated with events in
the CDR reports the following events previously not available as filters will now be
selectable:
•
Holding
•
Enquiry
Answered
•
Not
Answered
Changes to duration of events for CDR
Currently the "Answered" event in the CDR has an associated duration that shows
the time left in the call at the moment the "Answered" event is received. The duration
now represents the time the call was in the state represented by the event.
The duration of the call is a useful piece of information that would be lost if the
duration of the "Answered" state just represented the time spent in that state so a
new event has been added to capture a newly answered call. The new event is
called "New Call" and it will replace the "Answered" event capturing the beginning of
a new call. The Queue Time is included when a "New Call" event is reported.
The "New Call" line information is in bold to clearly show that important information in
the CDR. The filter options for the CDR now include the "New Call" event. When this
filter is selected, only the "New Call" events will be shown in the CDR.
The following Call Scenario shows an example of the changes:
1. Incoming call to Hunt Group rings for 7 seconds
2. Agent answered the call and talked for 6 seconds
3. Agent puts the call on hold for 8 seconds
4. Agent talks for 6 seconds
5. Agent puts the call on hold again for 6 seconds
6. Agent talks for 9 seconds
7. Caller hangs up