Wrapup; Ring No Answer Configurations And Vm; Sign-On And Sign-Off; Conference Call Limitation - Altigen Call Detail Reporting Manual

Records and Data Schema

Wrapup

Setting the wrapup time or supporting AltiX ActiveX controls can affect
the level of CDR information. For example, using ActiveX for
AltiLinkPlus, a client application can place wrapup data into the User
Defined data field of the CDR record. This is useful if the user wants to
correlate business information with call handling information; revenue
achieved versus talktime by agent. A system integrator is required to use
AltiGen's AltiX ActiveX control.

Ring No Answer Configurations and VM

Agents sign on to workgroups and answer calls. On occasion, an agent or
extension might be signed on, but negligently walk away from their station.
Under these conditions, AltiAdmin allows the administrator to define what
AltiServ should do if it encounters a Ring No Answer condition on a phone.
For example, the call can be sent to voice mail, to another agent, back to
queue, or to auto attendant. How this configuration is set up determines the
types of CDR records that will be recorded for this condition. Since
AltiWare tracks all incoming calls from a trunk to an extension, this also
applies to calls routed to regular extensions, not just workgroups.

Sign-on and Sign-off

The CDR records database also supports a special record type. This record
type records when agents sign on and sign off from a workgroup. The
information tells only when the action has taken place and which agent
signed on and off. Therefore, a reporting program should always check to
see if the record it is using or examining is for sign-on/off or for tracking
the nature of a call. An agent logon/logoff record should have the agent's
extension number and PAD information.

Conference Call Limitation

When an extension initiates a conference call with another extension, this
"Conference" state between extensions is NOT logged in the CDR or RTM
database.
CDR Manual 79