Wrapup; Ring No Answer Configurations And Vm; Login And Log-Out; Conference Call Limitation - Altigen Call Detail Reporting Manual

CDR Overview

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
might be signed on but walk away from their station. Under these
conditions, AltiWare Administrator allows the administrator to define what
AltiWare 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/IVR. 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.

Login and Log-out

The CDR records database also supports a special record type. This record
type records when agents login and log-out from a workgroup. The
information tells only when the action has taken place and which agent
logged in and out. Therefore, a reporting program should always check to
see if the record it is using or examining is for logon/log-out or for tracking
the nature of a call. An agent logon/log-out 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.
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