Altigen Call Detail Reporting Manual page 79

Records and Data Schema
H
Handled Calls - The number of calls actually processed successfully to a normal
disconnect exit state. For example, answered by a person, or the person completed
a voice message or listening to a prompt.
Handled WG - The number of calls handled by a workgroup in the phone system.
I
In WG Average Duration - The amount of time, on average, calls spent waiting
for a free agent while in a queue.
Inbound - Calls arriving into the phone system over trunks, either public or private
tie trunk lines.
IP (Internet Protocol) - IP is used to represent the concept and practice of
encapsulating voice into data packets carried on data networks, both private and
public, including the Internet.
IP Extension - An extension within the AltiServ phone system based on
encapsulated voice connections (IP voice) as opposed to analog phonesets. AltiServ
supports physical phonesets and software phones using the IP method of voice
transmission.
IP Trunk - A digital connection to a LAN or Wide Area Network (WAN) that can
handle IP encapsulated voice transmissions.
L
Line - Pairs of wires that carry voice over analog circuits to the central office (i.e.,
trunks). Sometimes also used as station lines (extensions) and trunk lines (trunks).
Log-off with reason code - An agent can log out of a workgroup because they have
a lunch break, classes, or other reasons. The manager establishes the meaning of
numeric codes, and AltiAdmin/ACM Admin records them when used.
M
MaxWaitTime - The maximum amount of time a call has waited in queue to be
handled.
Minutes (outbound) - While many fields may represent duration in minutes or
seconds, in this case the use of minutes is the number of billable minutes for phone
calls. This is particularly of interest for outbound phone calls, and is useful for
billing comparisons.
CDR Manual 71