Configuration Areas Affecting Cdr Information; Routing And Route Name; Multi-Tenant Naming - Altigen Call Detail Reporting Manual

Configuration Areas Affecting CDR Information

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WorkGroup - The workgroup is an extension representing a collection of
individual extensions, such that each of these individual extensions can service a
call arriving at the workgroup extension number. If none of these extensions is
available at the time a call arrives, then the call is queued for this particular
workgroup—a workgroup queue.
In the call center sense, the workgroup can be configured for longest available agent
queuing.
WorkGroup Number - The extension number for a workgroup.
Wrapup Duration - The amount of time an agent takes to handle transaction
information on another system or on paper after handling a caller. Once the caller
disconnects, the agent's phone can be configured to be "unavailable" to the
workgroup queue for a fixed or variable period of time even though the agent's
extension is still signed onto the queue. This allows the agent time to wrapup.
The wrapup time can be a fixed number of minutes after which the agent is forced
back into taking calls, or it can be variable, controlled by the agent through Center
4.0 clients, where the agent "releases" their phone for the next call. The settings can
be designed to allow agents to control the wrapup time until a limit occurs (the fixed
time).
Configuration Areas Affecting CDR Information

Routing and Route Name

How calls are routed in outcall routing is reflected in the CDR record. The
route names configured in AltiAdmin will appear in the route table name
area of the records.

Multi-Tenant Naming

Each extension table entry in AltiAdmin has a field to identify the
extension owner. If a name is placed in this field, that name will be used in
the CDR record to represent the tenant or department associated with the
particular extension.
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