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-- Call Detail Reporting Guide -- September 2000 -- Page 24 --

Total number of calls
going to VM from AA by
autoattendant name

StartTime
TrunkDirection

Attendant Duration >0
Party1WGHandleDuration =0
ExitState=10 or 20
By AutoAtdnName

Total number of calls
terminating in
AutoAttendant by
autoattendant name

StartTime
TrunkDirection

Exit

State=2

AutoAtdnName

Report Fields

CDR Fields

Comments

WorkGroup View

Total number of calls by
workgroup number

StartTime
TrunkDirection

Party1WGHandleDuration >0
and/or
Party1WGWaitDuration >0

Party1WGNumber

Total number of calls
queued in a workgroup,
and their average queue
duration by workgroup

StartTime
TrunkDirection

Party1WGHandleDuration >0
Average of Party1WGWaitDuration
By Party1WGNumber

Total number of calls
disconnecting while in
queue and their average
queue duration by
workgroup

StartTime
TrunkDirection

Party1WGWaitDuration >0
Party1WGHandleDuration=0
ExitState=8
Average of Party1WGWaitDuration
By

Party1WGNumber

Total number of calls
going to VM from queue,
their average queue time,
and average VM message
duration by workgroup

StartTime
TrunkDirection

Party1WGWaitDuration >0
Party1WGHandleDuration=0
ExitState=10 or 20
Average of Party1WGWaitDuration
Average of VMsgDuration
By

Party1WGNumber

Total number of calls
reaching the workgroup
agents --
average queue time,
average talk time, and
average wrap-up time
--- by workgroup

StartTime
TrunkDirection

Party1WGHandleDuration>0
Average of Party1WGWaitDuration
Average of Party1HandleDuration
Average of WGWrapUpDuration

Party1WGNumber

Talk time

is the length of

time an agent actually talks
to a customer.

Wrap-up time

is the time it

takes an agent to complete/
close up a transaction:
begins when the agent hangs
up with the caller, to the
time when an agent is ready
to take the next call in
queue.

Содержание Altiware Open Edition 4.0

Страница 2: ...DR APPLICATIONS 7 3 0 BACKING UP AND INSTALLING ALTIWARE S CDR RECORDS 8 3 0 EXTERNAL LOGGER SERVICE 8 3 1 EXTERNAL CDR LOGGER INSTALLATION GUIDE 9 3 2 INSTALLING EXTERNAL CDR LOGGER SERVICE TO SQL SE...

Страница 3: ...ample the manager may find that certain types of calls are spending a great deal of processing time in the Auto Attendant handling and therefore decide to change either how many calls are sent to an A...

Страница 4: ...queuing duration talk time wrap up time voice message duration and optionally call associated data User Defined Data 1 3 Management Objectives CDR and reporting packages help managers get the most out...

Страница 5: ...packages examine the CDR records and create summary statistics and graphical displays useful to the phone system manager 2 1 Bundled Reporting Solution AltiGen and TriVium Systems signed an agreement...

Страница 6: ...s Inbound Trunk Type View Date 07 17 2000 24 Hour Period Number of Calls by Quarter Hour Analog T1 PRI IP Total 00 00 00 15 xxxx xxxx xxxx xxxx xxxxx 00 15 00 30 xxxx xxxx xxxx xxxx xxxxx 00 30 00 45...

Страница 7: ...eporting program to work with the new CDR database schema 2 4 No Reporting of Extension to Extension Calls AltiWare 4 0 does not support reporting CDR records for internal calls between extensions or...

Страница 8: ...xcel may be adequate for you but it does not provide the reports found in the bundled solution It does not permit reasonable consolidation of multi site CDR data though with real work you can combine...

Страница 9: ...uter name of the SQL server SA Name Enter the SQL System Administrator login name Since sa is one of the system administrator accounts created by SQL installation we will use this account as our examp...

Страница 10: ...n t need to change the buffer size Default 500 records means that the system will buffer 500 calls in memory totaling about 500KB Typically 500 should be good enough to accommodate most situations unl...

Страница 11: ...caller 0 two or less parties spoke with the caller A party is an extension or tie trunk Transfer Trunk Number The phone number to which a call was transferred outside the system otherwise it is empty...

Страница 12: ...erved1 Reserved UCHAR 16 Party1Number Extension Number UCHAR 21 For non workgroup calls party1 is always set even if the extension doesn t answer the call For workgroup calls if the call is answered t...

Страница 13: ...minutes seconds that a call was in connection with a target device or service represented by Party1Number Party1Tenant Extension s tenant name UCHAR 31 A name defined in AltiWare via AltiAdmin screens...

Страница 14: ...utgoing trunk has been freed i e set to idle state WG Wrap Up Time TimeStamp when an agent extension within a workgroup goes out of wrap up state ULONG See WG Wrap Up Duration for explanation This is...

Страница 15: ...to represent the tenant or department associated with the particular extension Wrap up Setting the wrap up time or supporting AltiX ActiveX controls can affect the level of CDR information For example...

Страница 16: ...A Transfer Extension Party2 CDR Record Result First Agent is in party 1 Second Agent Ext is in Party2 5 In Call Auto Attend Party1 WG A Transfer Agent Party2 WG B Transfer Agent Party3 WG C Party 1 i...

Страница 17: ...who consistently handles customer inquiries of all types Agents Signed On The number of agents signed on to the phone system to be agents using their phone or Center 4 0 to sign on All Trunks Busy An...

Страница 18: ...the call from the system Exit State The state of the call in the phone system when the caller decided to disconnect The nominally correct exit state is when a caller disconnects during conversation wi...

Страница 19: ...g 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 r...

Страница 20: ...usy no trunks available then the route table can be configured with an alternative choice Ultimately the call takes a single final route Score This may or may not be found in the reports created withi...

Страница 21: ...find useful in shared tenant environments One supported area is tracking who placed an outbound call by business name or dialing plan This name is called the tenant name and is configured in AltiWare...

Страница 22: ...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...

Страница 23: ...mber of incoming calls by trunk number StartTime TrunkDirection 2 Organized by TrunkPAD and Interval Total number of early abandoned calls by trunk number StartTime TrunkDirection 2 CallDuration 2 sec...

Страница 24: ...ge queue duration by workgroup StartTime TrunkDirection 2 Party1WGWaitDuration 0 Party1WGHandleDuration 0 ExitState 8 Average of Party1WGWaitDuration By Party1WGNumber Total number of calls going to V...

Страница 25: ...Number not blank By Party1WGNumber Service level of a workgroup StartTime TrunkDirection 2 Sum of number of call records where Party1WGWaitDuration X Divided by number of call records where Party1WGWa...

Страница 26: ...By Party1WGNumber By Party1Number agent number Total Sign On Duration by Agent For all matching records where TrunkDirection 0 And Party1Number is the same StartTime ExitState Hex100 StartTime ExitSt...

Страница 27: ...he field must be numeric 1 Suppose the customer tracks revenue per call AltiGen allows the customer to place how much revenue was generated by a call into the CDR record before it is written to the da...

Страница 28: ...r a specific route group OUTBOUND CALL VIEW Total Minutes by AreaCode Call Duration Total number of calls by Area Code Total duration of calls by Area Code Call Duration Average duration of calls by A...

Страница 29: ...15 etc xxxx xxxx xxxx xxxx xxxx 23 34 00 00 pm xxxx xxxx xxxx xxxx xxxx Total Calls 100 1000 1874 550 3524 Graphic Total all trunks by Qtr Hour _______________________________________________________...

Страница 30: ...e reporting software Incoming calls can be declared early abandoned calls if the call duration is 2 secs Outgoing calls can be declared early abandoned or short duration calls for the same duration Sh...

Страница 31: ...00 30 00 45 xxxx xxxx xxxx xxxx 00 45 01 00 am xxxx xxxx xxxx xxxx 01 00 01 15 etc xxxx xxxx xxxx xxxx 23 34 00 00 pm xxxx xxxx xxxx xxxx Total Calls 100 1000 1874 550 5 0 Outbound Route View Date 07...

Страница 32: ...Hour Period OUTBOUND Tenant Name Number Minutes Ave Duration Carl Johnson 14 Martha Smith Alan Green ______________________________________________________________________________________ Note That T...

Страница 33: ...0 Graphic 1 Number Queued by Qtr Hour 2 Queue Ave Dur by Qtr Hour 11 0 Inbound Call View DNIS Date 07 17 2000 24 Hour Period WG Number __________ user entered All an option Number Average Duration Tot...

Страница 34: ...13 0 AutoAttendant View Date 07 17 2000 24 Hour Period AA Table Name Calls Ave AA Duration Exit VM Disconnect WG EXT AA Name1 xxxx 00 00 xxxx xxxx xxxx xxxx AA Name2 AA Name3 AA NameN 14 0 Agent View...

Страница 35: ...pair Whose name in the name value pairing called score 15 0 WorkGroup Service View Date 07 17 2000 24 Hour Period For WorkGroup Number XX entered by user At Threashold YY entered by user Time Interva...

Страница 36: ...ed off before start interval time Maximum Wait Time For a given workgroup and selected time interval continuously bubble up the maximum wait time duration of all calls in or exiting the queue over the...

Страница 37: ...0 00 00 15 xxxx 00 00 00 15 00 30 00 30 00 45 00 45 01 00 am 01 00 01 15 etc 23 34 00 00 pm xxxx 00 00 Graphic Number by Qtr Hour 20 0 Voice Mail SpillOver for ACD Calls View Date 07 17 2000 24 Hour P...

Страница 38: ...of Calls Received with ANI CallerID Number ANI Number xxx xxxxxxx Number of Calls yyy Number of Calls Received For DNIS number DNIS Number xxx xxxxxx Number of Calls yyy Number of Calls received for...

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