Altigen Altiware Open Edition 4.0 Reporting Manual page 21

Short Calls
Short Duration
SignOff
SignOn
SignOn Duration
Spillover
T1
Talk Duration
Tenant OutCalls
Threshold
Transferred Calls
Trunk
Trunk PAD Number
Trunk Remote Number
Transfer-Trunk Number If a call is transferred by an extension to a phone number outside the
-- Call Detail Reporting Guide -- September 2000 -- Page 21 --
Short Calls, a statistic which only appears in Call Analyst reporting,
provides the total number of outgoing calls which disconnected less
than X seconds after actually getting answer supervision from the
central office.
Like Short Calls, short duration is a proposed statistic for Call Analyst
reporting, which provides the total number of incoming calls which
lasted fewer than X secs after starting. The start of an incoming call is
when an extension has rung and been answered, not when the trunk
was seized.
The timestamp when a workgroup agent signed off from the workgroup.
The timestamp when a workgroup agent signed on to the workgroup.
The difference between Sign-on and Sign-off pairs: times in closest
proximity. An agent can sign-on and off more than once each day, so
there may be multiple such pairings in the CDR database.
Spillover is the overflow from one route table to the next.
T1 is a digital facility from the phone system (customer premise) to the
central office, or from one CPE site to another between AltiServ
systems (T1 tie trunks). Voice is encoded as zeros and ones on a
channel (i.e. conceptual trunk) using industry standard encoding.
The amount of time, totaled or averaged, that an extension services an
incoming or outgoing call. Average talk durations are useful in call
centers to measure how well an agent can handle callers.
AltiGen's AltiWare system can provide some, not all, of the features
businesses 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 under each extension, and is placed in the CDR record each
time that particular extension places an outbound call. The field is
multi-purpose, so it can also be used by businesses wanting to track
calls by department for bill-back purposes. Mixed use is not supported:
tenant and department for example.
The maximum amount of time a company wants an incoming caller to
wait before they are serviced by an extension (i.e., an agent). This is
related to service level, and is expressed as: "we want calls be serviced
90% of the time (service level) in less than 20 seconds (threshold)."
Calls transferred to an extension, another workgroup, AutoAttendant,
voice messaging, or an outgoing trunk.
The conceptual term for a voice connection to the outside world, such
as the central office or another site. When analog circuits are involved,
the physical wire pair is called a trunk. When digital circuits are
involved, the trunk is a logical, dedicated channel on the digital
connection. When IP trunks are mentioned, it means a data packet with
a specific destination IP address, being sent out on a LAN or WAN
network.
The board and channel numbers respectively: "0102".
1. The target phone number of an outgoing call. OR
2. The CALLID/ANI for an incoming call. OR
4. The IP address of the target far-end system for either incoming or
outgoing IP calls.
The use of 'trunk' is a misnomer.
phone system, then the target phone number is placed in this field.