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Example Call Sequences and their Effect on CDR Records

42 CDR Manual

Example Call Sequences and their Effect on

CDR Records

One objective of the CDR record is to track the talk time of agents and

individuals for incoming and outgoing calls. Many call sequences are

possible. The following are examples of inbound and outbound calls to a

call center and sequences of recorded results in the CDR Detail report:

Example 1—Ext. 102 calls Operator, Operator transfers Ext. 102 to Ext.

309, Ext. is connect to Ext. 309. The result is three sessions logged for this

event.

All workgroup voicemail

messages by workgroup

Set Type to Messages

Enter Workgroup Number, select Both

Set Sort By to Workgroup

All calls to workgroup Set Type to All Calls

Enter Workgroup Number, select Both

Set Sort By to N/A or Date/Time

All calls to workgroup via

specific DNIS

Set Type to All Calls

Enter Workgroup Number, select Both

Enter DNIS digits, select Exact

Set Sort By to Workgroup

All trunks busy for workgroup

trunks (for outbound calls)

Set Type to All Trunks Busy

Enter Workgroup Number, select

Outbound

Set Sort By to N/A

All Unanswered Calls by Agent Set Type to Unanswered

Enter Workgroup Number, select Both

Set Sort By to Agent

Example Workgroup CDR Searches

To run a search on: Use these fields and settings:

1 2 ... 41 42 43 44 45 46 47 48 49 50 51 ... 96 97

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Altigen ACM 6.5 Spécifications Page 46