-- Call Detail Reporting Guide -- September 2000 -- Page 22 --
URL
If a caller enters AltiServ via the Internet using AltiGen’s AltiWeb
software (Web Button) then this field will contain the URL address for
the caller accessing the system.
User Data
1) If a call comes in from the Web via AltiWeb, then this field MAY
contain form data from the web page if you designed your web
page to do so.
2) If a call is processed via auto-attendant, and information is collected
and offered to an external application using the DDR function in
auto-attendant, then the external application can populate this field
with information about the call, collected or otherwise.
3) The structure of user data is an array or buffer of name-value pairs.
You can have as many pairs as you wish but the total buffer is only
128 bytes long. A name-value pair is the your own field name
followed by the field value. Each name-value pair is separated from
others by an @ character.
4) User Data can be loaded into messages sent to AltiServ via
AltiGen’s ActiveX control, AltiX.
5) User Data can be received within messages sent by AltiServ to an
external application via the auto-attendant DDR step and received
by an application using AltiGen’s ActiveX control, AltiX.
6) User data is preserved when calls are transferred between
extensions and between extensions across multiple AltiServ
systems.
7) User data is useful for screen pops and automated processing
application.
8) Customers (you) need to employ a system integrator in order to
implement the use of User Data.
VM Box Extension
The voice message mailbox is an extension number where calls are
sent to leave messages. VM box extensions are used for workgroups
in call centers as well as the standard uses for individuals.
VM Start Time
The time a call enters the voice mail system to potentially record a
message.
WorkGroup
The workgroup is an extension representing a collection of individual
extensions, such that each of these individual extensions can service a
call arriving at the workgroup extension number. If none of these
extensions is available at the time a call arrives, then the call is queued
for this particular workgroup -- a workgroup queue. In the call center
sense, the workgroup is can be configured for longest available agent
queuing.
WorkGroup Number
The extension number for a workgroup.
Wrap-up Duration
The amount of time an agent takes to handle transaction information on
another system or on paper after handling a caller. Once the caller
disconnects, the agent's phone can be configured to be "unavailable" to
the workgroup queue for a fixed or variable period of time even though
the agent's extension is still signed onto the queue. This allows the
agent time to wrap things up. The wrap-up time can be a fixed number
of minutes after which the agent is forced back into taking calls, or it can
be variable, controlled by the agent through Center 4.0 clients, where
the agent 'releases' his phone for the next call. The settings can be
designed to allow agents to control the wrap-up time until a limit occurs
(the fixed time).
