Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 724

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Station Message Detail Recording (SMDR)
If the incoming call was a successful remote access call, either the 2-digit
barrier code ID number (01–16) preceded by six consecutive 9s, or
99999900, indicating that no barrier code was required, overridden only
when an account code was subsequently entered.
If the remote access caller failed to enter the correct barrier code, 16 zeros
or 999999.
In Release 3.0 and later systems, Column 9 also can display either the
authorization code (if entered with the option enabled) or the extension that
placed the outgoing call for a call that exceeded the minimum call length. For a
PRI call, the restriction code for the FTS 2000 network (U.S. Federal Government
only) is recorded 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 or does not appear at all. 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 while an Auto Login or Auto Logout group
member was on the call
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.
Considerations and Constraints
Printing system programming reports has a higher priority than printing SMDR
reports. SMDR records are generated when the printing of programming reports is
completed. Records are also queued if the printer is turned off, disconnected, runs
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,
beginning 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
April 1999
664