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Talk Duration - The amount of time, totaled or averaged, that an extension services
an incoming or outgoing call. Average talk durations are useful in call centers to
measure how well an agent handles callers.
Threshold - The maximum amount of time a company wants an incoming caller to
wait before they are serviced by an extension (an agent). This is related to service
level, and is expressed as "we want calls be serviced 90% of the time (service level)
in less than 20 seconds (threshold)."
Transferred Calls - Calls transferred to an extension, another workgroup, auto
attendant, voice messaging, or an outgoing trunk.
Trunk - The conceptual term for a voice connection to the outside world, such as
the central office or another site. When analog circuits are involved, the physical
wire pair is called a trunk.
When digital circuits are involved, the trunk is a logical, dedicated channel on the
digital connection.
When IP trunks are mentioned, it means a data packet with a specific destination IP
address, being sent out on a LAN or WAN.
Trunk PAD Number - The board and channel numbers respectively: "0102."
Trunk Remote Number -
• The target phone number of an outgoing call, or
• The CALLID/ANI for an incoming call, or
• The IP address of the target far-end system for either incoming or
outgoing IP calls.
Note:
The use of "trunk" is a misnomer.
Transfer-Trunk Number - If a call is transferred by an extension to a phone
number outside the phone system, then the target phone number is placed in this
field.
U
URL - If a caller enters the system via the Internet using AltiGen's AltiWeb
software (Web Button) then this field will contain the URL address for the caller
accessing the system.
User Data -
• If a call is processed via auto-attendant and information is collected
and offered to an external application using the DDR function in auto-
attendant, then the external application can populate this field with
information about the call, collected or otherwise.
CDR Manual 89
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