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O
Outbound - Calls placed by users of the phone system to the outside world over
public or private trunk circuits within the MAXCS system including analog, digital,
and IP types.
Outbound Workgroup - Outgoing calls placed by a workgroup agent who is
assigned and logged in to an Outgoing Workgroup.
OutCall Routing - Calls dialed on the system can be processed by the system using
routing tables. The routing tables and their configuration options are referred to
generically as outcall routing. Outcall routing permits companies to restrict the
types of outbound calls, change their dialing pattern, determine the type of trunk to
be used, and determine the type of carrier to be used.
Overflow Calls - Calls that cannot be handled by a primary service and spill over
to an alternative service. In the case of MAXCS, this applies to outgoing calls
finding all trunks busy for a given route table.
P
PAD - A Physical ADdress generalized to represent the physical slot on the
processor chassis where an interface board is located, and the channel assigned on
that interface board represents an extension or trunk port.
Party1 - Party1, found in the database schema, represents the first extension
originating an outbound call or answering a incoming call from a trunk. In a call
center, Party1 is typically the first agent to answer the caller.
Party2 Party2, found in the database schema, represents the second extension
answering an incoming call as the result of receiving the call via a call transfer or
call pick-up. In a call center, Party2 is typically the second agent (often a
supervisor) who answered the call.
Note:
Party2 accumulates the call handling time for any additional successive
call transfers or call processing. Therefore, the times shown for Party2 can
represent more than one additional extension to have handled an incoming
call. The "MoreThan2WG" CDR field will indicate if the Party2 field
represents multiple extensions handling the call after the first Party1 agent.
PRI - ISDN Primary trunks
Project OutCalls - MAXCS provides some, not all, of the features businesses find
useful in shared project environments.
86 CDR Manual
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