Glossary Of Terms - Altigen Call Detail Reporting Manual

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Glossary of Terms

A
Abandonment - Incoming call where the caller decides to disconnect before
completing a call processing state in the phone system: listening and handling auto
attendant, while waiting in queue, or while in voice mail. (See also short calls.)
Note:
This is not the same as the Abandonment from Queue found in Center 4.0
real time screens. In that case, the system is measuring calls leaving the
queue only, but not necessarily abandoning the call from the system.
Account Code - A number entered by a caller to represent how the call should be
tracked or billed.
Agent - A service representative who consistently handles customer inquiries of all
types.
Agents Signed On - Number of agents, signed on to the phone system to be agents,
using their phone or Center 4.0 to sign-on.
All Trunks Busy - An All Trunks Busy record should have dialing extension in
party1, dialing number in Trunk Remote Number. If the call is made by out call
routing, out call route and overflow routes should be set.
All Trunks Busy means that there were no free outgoing trunks available for a given
route.
Analog - Telephone lines going to the central office (trunks) and/or telephone lines
going to the phone system desktop phonesets using standard analog
communication; voltage variations represent voice signals.
ANI (Automatic Number Identification) - The phone number of the person or site
making a phone call to the system. ANI is provided on T1/PRI circuits only, and
represents the billing number of the caller, not necessarily the phone number. For
example, ANI for people calling from a company.
ASA (Average Speed of Answer) - The amount of time, on average, that a company
wishes to answer incoming calls. Also, the actual average amount of time it takes
before a caller is answered by an agent.
Auto Attendant Duration - The amount of time a caller is listening and responding
to call processing steps in the phone system auto attendant process.
Average Call Duration - The average amount of time calls are taking from phone
system answer to phone system disconnect.
70 CDR Manual