Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference page 687

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Station Message Detail Recording (SMDR)
Blank Field. The CALL TAG field is blank for the following types of calls when
neither party abandoned the call after connecting and none of the other symbols
apply:
Outgoing calls when the called number does not exceed 15 digits
In releases prior to 4.2 and in Release 4.2 and later systems with the Talk
Time option disabled, incoming calls where the called party disconnected
In Release 4.2 and later systems with the Talk Time option enabled,
incoming calls to Auto Login or Auto Logout calling groups where a group
member answered the call on a line assigned to the group
In Release 4.2 and later systems with the Talk Time option enabled,
incoming calls that are answered by an operator, then transferred to and
answered by a Auto Login or Auto Logout calling group
In Release 4.2 and later systems with the Talk Time option enabled,
incoming calls first answered by an automated attendant, then transferred
to and answered by a Auto Login or Auto Logout calling group
In Release 4.2 and later systems, incoming calls made to extensions other
than calling groups programmed for Auto Login or Auto Logout operation,
regardless of the Talk Time option
DUR. (Column 6)
The time is shown in hh:mm:ss format with a maximum value of 99:59:59. The
system times an outgoing call from the completion of dialing until the call is
disconnected.
In Release 4.1 and prior systems, Column 6 displays the duration of an incoming
call. Timing starts when the call is answered and ends when the call is
disconnected.
In Release 4.2 and later systems with the Talk Time option enabled, Column 6
records the duration of incoming calls for Auto Login and Auto Logout calling
group beginning when the system detects the arriving call. When the Talk Time
option is disabled or when the call is not for an Auto Login or Auto Logout calling
group, timing starts when the call is answered and ends when it is disconnected.
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 at 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
August 1998
Page 638
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