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T A L K S W I T C H U S E R G U I D E • N O R T H A M E R I C A
4.3 ANALYZING THE DATA
The data can be viewed either through the web interface or downloaded into
a spreadsheet (e.g. Excel) as a delimited text file. The log is divided into 13
columns identified by numbers:
Each column contains specific information related to the current state of the
call. The following is a list of the columns with a description:
1.
Type
— This column can contain the following characters:
a)
I
— Inbound call
b)
T
— Transfer state
c)
O
— Outbound call
d)
B
— Bridged call. For example, a call in on one line that is forwarded
over another line. This can include calls forwarded to remote
extensions.
e)
X
— Blocked call
f)
A
— Account number assigned to the call with the same log #.
2.
Log #
— This column indicates log number for the call. For the duration
of the call, the log number remains the same. The event number will
increment with each change of state. The first digit of the log number
indicates on which unit the event originated.
3.
Event
— This column tracks various state changes of the call. For
example, when an auto attendant answers, the counter might be 1. When
the caller selects an extension, the counter increments to 2, etc.
4.
Date
— This column shows the date of the call (MM/DD/YYYY).
5.
Time
— This column contains the time that the call entered a specific
state. The time is displayed in 24-hour format.
We recommend that you clear the text file immediately after it is
downloaded. Restart saving data to a new file. This allows easier viewing
and analyzing of the captured information.
1. Call Type
2. Log Number
3. Event Counter
4. Date
5. Time
6. Event Duration
7. Connection
8. Phone Number
9. Name from
Caller ID
10. Line
11. Account Number
12. Carrier Code
13. PIN Number
