Altigen AltiContact Manager Version 4.6, Руководство администратора

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RTM Data Schema
A-10 AltiContact Manager Administration Manual
InCallDurati
on Duration of incoming calls
(NumInCall), starting from the
time an 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
NumCallToV
M Count of voicemail messages
(calls transferred to VM from
queue by caller pressing #, and
calls automatically transferred
to WG VM after RNA for every
agent) short * Calls Transferred
to Voice Mail
NumCallAba
ndoneDuring
Ring Count of calls abandoned while
ringing an agent short A
* Calls Abandoned
During Ring
NumCallAba
ndonedInQ Count of calls abandoned while
waiting in queue short B
* Calls Abandoned
in Queue
NumCallAba
ndoneBefore
Answer Total abandoned calls (during
VM, queue, and RNA) short C
C–A–B=
* Calls Abandoned
during VM
NumQueueO
verflow Calls routed to the WG but not
queued due to AltiAdmin
settings that specify acceptable
queue length and/or wait time short * Queue Overflow
BeforeAnswe
rDuration Time calls waited in queue
before being answered ULONG * Wait Time for
Answered Calls
DurationInQ
OfCallAband
one Total wait time of all calls
abandoned in queue
(NumCallAbandonedInQ) ULONG * Wait Time for
Abandoned Calls
Table 4: RTM Data Format
Database
Element Definition Type Specification/
* CDR Client Field