AltiGen comm MAXCS 87 CDR Manual

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Glossary
A
Abandonment - Incoming call where the caller decides to disconnect before 
completing a call processing state in the phone system: listening and handling auto 
attendant, while waiting in queue, or while in voice mail. (See also short calls.) 
Account Code - A number entered by a caller to represent how the call should be 
tracked or billed.
Agent - A service representative who consistently handles customer inquiries of all 
types.
Agents Signed On - Number of agents, signed on...

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Calls in Queue - The number of calls waiting in a queue for an agent or answering 
device.
Carrier - Voice telephone network provider such as AT&T, MCI, and Sprint.
Carrier # - The 10XXX dialed number which is used by a caller or the system to 
inform the local switching system which Carrier has been selected to handle the 
phone call. For example, AT&T is 10288.
CLID (Caller Line Identification) - European term for CallerID.
D 
Disconnect - When a call disconnects from the phone system; if...

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I
In WG Average Duration - The amount of time, on average, calls spent waiting 
for a free agent while in a queue.
Inbound - Calls arriving into the phone system over trunks, either public or private 
tie trunk lines.
IP (Internet Protocol) - IP is used to represent the concept and practice of 
encapsulating voice into data packets carried on data networks, both private and 
public, including the Internet.
IP Extension - An extension within the MAXCS phone system based on 
encapsulated...

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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...

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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...

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S
Score - This may or may not be found in the reports created within Call Analyst 
depending on applications created by the customer, not Call Analyst or AltiGen. 
Score is a number that represents how well a supervisor believes an agent has 
handled a particular call that the supervisor has silently monitored. Using the 
UserDefined fields provided in MAXCS's ActiveX AltiLink protocol and in its 
CDR data schema, a customer can associate a score with a call. 
Note:This is a custom...

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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...

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• The structure of user data is an array or buffer of name-value pairs. 
You can have as many pairs as you wish, but the total buffer is only 
128 bytes long. A name-value pair is your own field name followed by 
the field value. Each name-value pair is separated from others by an @ 
character. 
• User data can be loaded into messages sent to the system via AltiGen’s 
ActiveX control, AltiX.
• User Data can be received within messages sent by AltiServ to an 
external application via the...

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The wrapup time can be a fixed number of minutes after which the agent is forced 
back into taking calls, or it can be variable, controlled by MaxAgent, where the 
agent “releases” their phone for the next call. The settings can be designed to allow 
agents to control the wrapup time until a limit occurs (the fixed time). 

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