Sample Call Scenario And Corresponding Call Records - Lucent Technologies CentreVu Release 3 Version 8 External Call History Interface User Manual

Call Record File Format
Sample Call
Scenario and
Corresponding
Call Records
First Call Segment
and Call Record
CentreVu® CMS R3V8 External Call History Interface
Scenario: An inbound vectored call is answered by an ACD agent and is
then transferred to a VDN. Since the call is transferred, two call records
are generated (one call record is generated for every call segment ). The
first call segment is shown below. The table in this section explains the
call record for the first segment.
0
1. A call comes into ACD 1 on TG 32 (carried on the trunk located at
0101A0102) to VDN 43211 which points to Vector 33 at 07:37:10 on
0
04/16/94.
2. The call queues to Split 1 at medium priority via a "queue to"
command, and then queues to backup Split 2 at low priority via a
"backup" command.
3. The call waits 10 seconds, then rings for 5 seconds, and then is
answered by agent 5018 in Split 1.
4. The caller and agent talk for 44 seconds. The agent transfers the
call to VDN 43712 which points to Vector 37. (The call is held for 4
seconds while transferring.)
5. The agent has 42 seconds of after call work during which the agent
enters call work code 12345.
NOTE:
The first column in the following table shows whether the field is part
of the header or a record field. See
of this document for the field type (integer, smallint or character),
field length and field description. The Call Report Entry column
shows data that would appear on a standard CentreVu CMS call
report for this call segment. The shaded Call Record Entry column
shows the binary equivalent of the Call Report Entry data. This
binary data appears in an actual call record file in the order shown in
the following table. Spaces are shown between bytes for clarity in
the Call Record Entry column.
"Record Field Format" on page 3
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