Lucent Technologies MERLIN LEGEND Release 5.0 Feature Reference page 597

MERLIN LEGEND Communications System Release 5.0
Feature Reference 555-650-110
Features
Station Message Detail Recording (SMDR)
If blank, the caller disconnected while the call waited in the calling group
queue for answering by a primary announcement unit or an agent.
ACCOUNT (Column 9)
In Release 1.0 and later systems, Column 9 displays the following values:
The account code, if entered, for an incoming or outgoing call attributed to
a specific project, department, or employee for billing purposes
If the incoming call is a successful remote access call, either the 2-digit
barrier code ID number (01–16) preceded by 6 consecutive
99999900
when an account code is subsequently entered
If the remote access caller has failed to enter the correct barrier code, 16
zeros
In Release 3.0 and later systems, Column 9 can also display either the
authorization code if entered with the option enabled, or the extension that placed
the outgoing call for all outgoing calls that exceed the minimum call length. If this
is a PRI call, the restriction code for the FTS 2000 network (U.S. Federal
Government only) is displayed in this field.
TALK (Column 10)
This field must be enabled through system programming and is available in
Release 4.2 and later systems only. It applies only to incoming calls directed to
Auto Login or Auto Logout calling groups; for all other types of calls, the field is
blank. The time an agent spent talking to a caller is shown in hh:mm format. The
maximum value is 59:59. Talk timing starts when a call is answered by a calling
group agent and ends when either party disconnects. If the agent transfers or
parks the call before it is completed, these transitions are included in the elapsed
time.
The TALK field displays values as follows:
The elapsed time of a call to an Auto Login or Auto Logout group
The elapsed time of a call routed by an automated attendant to an Auto
Login or Auto Logout calling group
If the caller disconnects before a calling group agent answers, an elapsed
time of zero (00:00) is reported, even if the call was answered elsewhere in
the system.
, indicating that no barrier code was required, overridden only
NOTE:
By comparing the duration of the call (DUR. field) and the TALK field
value for eligible calls, you can determine how long the caller waited
from the time when the call arrived at the system. MERLIN LEGEND
Reporter calculates this value, along with others such as the average
talk time for agents, to create reports about call center performance.
Issue 1
June 1997
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