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One supported area is tracking who placed an outbound call by business name or
dialing plan. This name is called the project name, is configured in MaxAdmin
under each extension, and is placed in the CDR record each time that particular
extension places an outbound call. The field is multi-purpose, so it can also be used
by businesses wanting to track calls by department for bill-back purposes. Mixed
use is not supported, for example, project and department.
Q
Queued Call - A call that has entered the queue as a result of not finding any free
agents in a workgroup or for an extension and must now wait for an extension to
become free. The queue duration associated with a queued call includes the ringing
time of the target extension.
R
Reason Code - A number, from 0–255, that was entered by a workgroup agent
using the MaxAgent application to indicate the reason they made themselves
unavailable to receive calls even though they may be scheduled for work. For
example, code 20 could represent a lunch break.
RNA (Ring No Answer) - the condition when a call reaches an extension and the
called extension does not answer. This can be true for any type of call to any
extension. However, within a call center, failure to reach an agent whose phone is
in the "signed-on and idle" state, getting an RNA is a problem. Calls getting an
RNA from an agent phone will be sent back to the queue (this is configurable) in
most cases. The agent's phone will then be taken out of service.
Route Name - The name of an outbound (outcall) route table entry. This is useful
to identify the type of routing treatment that was given to a call.
Route Table - A set of outbound call routing choices, provided by MAXCS within
outcall routing, are defined within a route table. The route table identifies the trunks
that should be used for calls assigned this route table. It also provides for how the
dialed number should be modified, if at all, and whether the number needs to be
preceded by a carrier code such as 10XXX.
Route Table Name - Same as Route Name. Route Table Name is the name
assigned to the route, and Route Name is the same name shown in reports under the
title Route Name.
Routes - Route is the selected trunk to carry a phone call to the outside world. Route
Tables determine which routes should be used and how to use them. If one route is
too busy (no trunks available), then the Route Table can be configured with an
alternative choice. Ultimately, the call takes a single, final route.
CDR Manual 87
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