MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 563
Station Message Detail Recording (SMDR)
For an incoming call in Release 4.1 and earlier systems, this column displays an
asterisk (*) when the calling party disconnects, unless the call is on a loop-start
facility without reliable disconnect supervision.
For an incoming call in Release 4.2 and later systems, the CALL TAG column
displays the following symbols when they are applicable:
■
An asterisk (*) if the calling party disconnects, unless the call is on a
loop-start facility that does not have reliable disconnect supervision. If the
Talk Time option is enabled, the TALK field records zero (00:00).
■
An asterisk (*) and zero (00:00) in the TALK field if the Talk Time option is
enabled and the calling party disconnects before a group member
answers, even if the call was answered elsewhere in the system. This
applies to calls for an Auto Login or Auto Logout calling group.
■
An ampersand (&) and a Talk Time value greater than zero (00:00) if the
Talk Time option is enabled and the call is answered by the Auto Login or
Auto Logout overflow calling group (overflow call)
NOTES:
1.
If the calling group type is Integrated or Generic Voice
Messaging Interface (VMI), an ampersand does not appear on
the incoming call record for an overflow call, even if the overflow
receiver is an Auto Login or Auto Logout calling group. In this
case, the overflow calling group is considered the intended call
destination and the call is not reported as an overflow call. For
more information about Auto Login, Auto Logout, Generic VMI,
and Integrated VMI calling group types, see
2.
If the person who answers the call then transfers it to the calling
group and the caller hangs up while waiting in the queue or
listening to the delay announcement, an asterisk (*) appears in
the CALL TAG field, instead of an exclamation point (!).
■
An exclamation point (!) and a Talk Time value greater than zero (00:00)
under the following circumstances:
— The Talk Time option is enabled.
— The incoming call is answered elsewhere in the system.
— The call is transferred without consultation to an Auto Login or Auto
Logout calling group member who answers the call.
NOTE:
By comparing the duration of the call (DUR. field) and the TALK field
value for eligible calls, you can determine how long the caller waited
from the time when the call arrived at the system. MERLIN LEGEND
Reporter calculates this value, along with others such as the average
talk time for agents, to create reports about call center performance.
