Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 729

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Station Message Detail Recording (SMDR)
Forward and
Follow Me
(continued)
Group Calling
In Release 6.0 and later systems, when a call comes into an extension
belonging to a principal user and with Centrex Transfer via Remote Call
Forwarding activated, the initial incoming call may be of very short
duration. You should set the SMDR feature to record 0 (zero) duration
calls in order to capture these calls. However, this may not be desirable in
all systems.
In Release 4.1 and earlier systems, incoming calls to calling groups are
associated with the first extension to answer the call. If an incoming call is
answered by a delay announcement device, this extension number is
recorded in the SMDR record and is not overridden when the incoming
call is answered by a calling group member or its overflow group member.
The timing on incoming calls to calling groups begins as soon as the
calling group member or delay announcement device answers the call.
In addition, Release 4.2 and later systems with Talk Time enabled
provide enhanced information about incoming calls to Auto Login or Auto
Logout calling groups, helping system managers assess call center
performance. The special characters in the CALL TAG field are described
in order of precedence.
An asterisk (*) indicates an abandoned call. This occurs when the
calling party disconnects before a member of an Auto Login or Auto
Logout calling group answers, even if the call was answered
elsewhere in the system.
An ampersand (&) indicates an overflow call. If members of an Auto
Login or Auto Logout calling group were not available to handle the
incoming call, the call was answered by an Auto Login or Auto
Logout overflow calling group.
An exclamation point (!) indicates a call answered by someone
other than a group member. This occurs in two situations: when an
incoming call on a line assigned to an Auto Login or Auto Logout
calling group was answered elsewhere in the system and
transferred to and answered by a member of that calling group; or,
when an incoming call alerting at the operator was transferred to
and answered by someone who was not a member of the calling
group. The time that a caller spent waiting to speak to a calling
group member may not be optimal.
This data focuses attention on queue time—the elapsed time starting
from when the incoming call was detected in the system and ending when
the incoming call either was answered by an agent or abandoned by the
caller—and may indicate that additional agents are needed to provide the
best possible service for an organization's customers.
Issue 1
April 1999
669