Example Call Sequences And Their Effect On Cdr Records - Altigen Altiware Open Edition 4.0 Reporting Manual

5.2 Example Call Sequences and their effect on CDR records.

One objective within of the CDR record is to track the talk time of agents and individuals for incoming and
outgoing calls. For incoming calls, this is expressed in the CDR data schema as Party1 and Party2. The
concept is to track a given call across multiple extension transfers. For inbound and outbound calls, the
guiding principle is that Party1 contains the initial contacting individual: for outbound calls it is the person
making the initial call; for inbound calls, it is the first extension speaking with the caller, agent or regular
extension. Party 2, if filled in with data, is for calls transferred to another agent or extension.
Many, many call sequences are possible. Here are some examples for inbound calls to a call center:
1. Incoming Call Auto Attendant
2. Incoming call Auto Attendant
3. Incoming call Auto Attendant
picks up parked call.
4. Incoming call Auto Attendant
CDR Record Result => First Agent is in party 1 , Second Agent/Ext is in Party2.
•
5. In Call Auto Attend
(Party3, WG C).
Party 1 is Party 1 data: Party2 contains Party3 time data . Party 2 time is lost, but can be
•
Recovered by subtracting Party1+Party2 from total call duration – AutoAttendant duration.
This same principal applies for even further call transfers, such that all intervening time
between the Party 1 and Party2 is found aggregated and calculated in the same way.
6. In Call Auto Attend A
• Party 1 is ring no answer time, auto-attendant duration is A +B. Exit State=2.
7. Incoming call Auto Attendant
Party1 should show duration but no talk time; No Party 2. VM shows duration.
•
8. Incoming call AutoAttendant
•
Same as above. Exit Code is VMNoRec.
9. Incoming call Auto Attendant
•
Party1 shows talk time. VM shows duration.
10. Incoming call Auto Attendant
•
Party1 is in Party1, Operator's extension number is in Party2.
11. Incoming call Auto Attendant
•
Party1 is in Party1 data; Party2 in Party2 data; WG numbers are empty.
-- Call Detail Reporting Guide -- September 2000 -- Page 16 --
Agent (Party1, WG A)
Agent (Party1, WG A)
Agent (Party1, WG A)
Agent (Party1, WG A)
(Party1, WG A) Transfer
Agent (Party1, WG A)
Agent (Party1, WG A)
Agent (Party1, WG A)
Agent (Party1, WGA)
Agent (Party1, WGA)
Extension (Party1)
Transfer Agent (Party2, WG B).
Transfer Agent (Party2, WG A).
Park. Party2 (agent or extension)
Transfer Extension (Party2).
Agent (Party2, WG B)
Ring No Answer Auto Attend B.
Ring No Answer
RNA Voice Message (no rec)
Park VM message with recording.
Transfer Operator.
Transfer Extension (Party2).
Transfer Agent
VoiceM Record.