MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 570
Station Message Detail Recording (SMDR)
In addition, Release 4.2 and later systems with Talk Time enabled
provide enhanced information about incoming calls to Auto Login or Auto
Logout calling groups, helping system managers assess call center
performance. The special characters in the CALL TAG field are described
in order of precedence.
■
An asterisk (*) indicates an abandoned call. This occurs when the
calling party disconnects before a member of an Auto Login or Auto
Logout calling group answers, even if the call was answered
elsewhere in the system.
■
An ampersand (&) indicates an overflow call. If members of an Auto
Login or Auto Logout calling group were not available to handle the
incoming call, the call was answered by an Auto Login or Auto
Logout overflow calling group.
■
An exclamation point (!) indicates a bridged call. If an incoming call
is answered elsewhere in the system and transferred to and
answered by the Auto Login or Auto Logout calling group, the time
that the calling party spent waiting to speak directly to a member of
the calling group may not be optimal.
Last Number Dial
All calls made to outside numbers using Last Number Dial are recorded
on the SMDR report.
Multi-Function
Module
A Multi-Function Module (MFM) is treated as an MLX telephone on
SMDR reports.
The system waits until the end of dialing before sending a connect
message to the MFM. Any digits dialed after the connect message is
received are not recorded on SMDR reports.
Night Service
Incoming Night Service calls answered by a member of an Auto Login or
Auto Logout calling group display Talk Time (if programmed, Release 4.2
and later systems only) under the following circumstances:
■
If a call for a Night Service Auto Login or Auto Logout calling group
is answered by someone who is not in the group, an asterisk (*) is
displayed in the CALL TAG field on the SMDR report.
■
If the incoming call is answered by someone in the system and then
transferred without consultation to and answered by a member of
the group, the CALL TAG field is blank.
Night Service calling group calls do not show calls abandoned while in
queue or display calls less than the programmed call duration if
abandoned while at the delay announcement unit or in queue after the
delay announcement unit. The SMDR report shows calls shorter than the
programmed call duration if the call is answered by an Auto Login or Auto
Logout calling group agent.
Paging
Paging calls are not reported to SMDR.
