Altigen AltiContact Manager Version 4.6 Administration Manual page 518

RTM Data Schema
Table 4: RTM Data Format
Database Definition
Element
InCallDurati Duration of incoming calls
on (NumInCall), starting from the
time an agent answers a call
until the call is disconnected or
transferred out of the WG
NumOutCall All outgoing trunk and station-
to-station calls that entered
"Connected" state
OutCallDurat Duration of outgoing calls
ion (NumOutCall); from the time
the call enters "Connected"
state until disconnect
NumCallToV Count of voicemail messages
M (calls transferred to VM from
queue by caller pressing #, and
calls automatically transferred
to WG VM after RNA for every
agent)
NumCallAba Count of calls abandoned while
ndoneDuring ringing an agent
Ring
NumCallAba Count of calls abandoned while
ndonedInQ waiting in queue
NumCallAba Total abandoned calls (during
ndoneBefore VM, queue, and RNA)
Answer
NumQueueO Calls routed to the WG but not
verflow queued due to AltiAdmin
settings that specify acceptable
queue length and/or wait time
BeforeAnswe Time calls waited in queue
rDuration before being answered
DurationInQ Total wait time of all calls
OfCallAband abandoned in queue
one (NumCallAbandonedInQ)
A-10 AltiContact Manager Administration Manual
Type Specification/
* CDR Client Field
ULONG * Calls Answered
Duration
short * Outgoing Calls
ULONG * Outgoing Calls
Duration
short * Calls Transferred
to Voice Mail
short A
* Calls Abandoned
During Ring
short B
* Calls Abandoned
in Queue
short C
C–A–B=
* Calls Abandoned
during VM
short * Queue Overflow
ULONG * Wait Time for
Answered Calls
ULONG * Wait Time for
Abandoned Calls