-- Call Detail Reporting Guide -- September 2000 -- Page 19 --
Log-off with reason
code
An agent can log out of a workgroup because they have a lunch break,
classes, and other reasons. You, the manager, establish the meaning
of numeric codes, and AltiAdmin records them when used.
MaxWaitTime
The maximum amount of time a call has waited in queue to be handled.
Minutes (outbound)
While many fields may represent duration in minutes or seconds, the
use of minutes here is in the billing sense; the number of billable
minutes for phone calls. This is particularly of interest for outbound
phone calls, and is useful for billing comparisons.
NodeID
The AltiServ system number (from 0 - 128) which was assigned to a
given AltiServ system in AltiAdmin. The number is used to separate
CDR records from different AltiServ systems when the records are
collected jointly at one site using one database server for consolidated
reporting.
Outbound
Calls placed by users of the phone system to the outside world over
public or private trunk circuits within the AltiServ system including
analog, digital, and IP types.
OutCall Routing
Calls dialed on the AltiServ phone system can be processed by the
system using routing tables. The routing tables and their configuration
options is referred generically as outcall routing. Outcall routing permits
companies to restrict the types of outbound calls, change their dialing
pattern, determine the type of trunk to be used, and determine the type
of carrier to be used.
Overflow Calls
Calls which could not be handled by a primary service and must spill
over to an alternative service. In the case of AltiServ/AltiWare, this
applies to outgoing calls finding all trunks busy for a given route table.
AltiServ/AltiWare currently does not support overflow queuing for
inbound calls waiting for a free agent.
PAD
A Physical ADdress generalized to represent the physical slot on the
processor chassis where an interface board is located, and the channel
assigned on that interface board represent an extension or trunk port.
Party 1
Party1, found in the database schema, represents the first extension
originating an outbound call or answering a incoming call from a trunk.
In a call center, Party1 will typically be the first agent to answer the
caller.
Party 2
Party2, found in the database schema, represents the secord extension
answering an incoming call as the result of receiving the call via a call
transfer or call pick-up. In a call center, Party2 will typically be the
second agent (often supervisor) who answered the call. What is
important to understand is that Party2 accumulates the call handling
time for any additional successive call transfers or call processing.
Therefore, the times shown for Party2 can represent more than one
additional extension to have handled an incoming call. The CDR field,
MoreThan2WG will indicate if the Party2 field represents multiple
extensions handling the call after the first Party1 agent.
PRI
ISDN Primary trunks
Queued Call
A call that has entered the queue as a result of not finding any free
agents in a workgroup, or for an extension, and must now wait for an
extension to come free. The queue duration associated with a queued
call includes the ringing time of the target extension.
Rate Tables
AltiWare 4.0 does not have rate tables unlike past releases.
Instead, the bundled reporting package, Call Analyst, uses AltiWare's
CDR records and its own rate tables to produce reports which cost
outbound calls according to user-defined rates: cost/minute.
