AltiGen comm MAXCS 87 CDR Manual
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Records and Data Schema CDR Manual 65 ExitState specifications (see database element ExitState): 1 – Auto Attendant: call exits in the AA / IVR. 2 – Forward: call is forwarded from an extension by configuration forwarding. 3 – Call Redirect: call is redirected to another extension or trunk by the AltiLinkPlus command "Redirect". 4 – Ring No Answer: call rang target but no agent answered. 5 – Busy: call tried to ring an agent but the agent extension was busy. 6 – Queue: call abandoned from the workgroup queue. 7 – Queue Overflow: call was forwarded by workgroup overflow configuration. 8 – Connected: call connected with an agent, then disconnected. 9 – Conference: caller is conferenced with others, then disconnected. 10 – Conference Member: every member of a conference call will have a record with this exit state. 11 – Hold: A calls B and is connected. B uses MaxCommunicator/ MaxAgent to hold this call. B drops, and now A is in "Hold" state. Then A drops. Call A gets this exit state. 12 – Transfer: call is transferred by an agent who pressed flash to transfer this call. A calls B and is connected. B presses flash, dials C, and is connected to C. B drops. Call A with B gets this exit state. 13 – Transfer destination unavailable: A calls B. A presses flash and dials C. C rings but no answer. A drops. Call A with C gets this exit state. 14 – Transfer Cancel: A calls B. B presses flash, calls C and is connected. Then B presses flash to disconnect C and connect back with A. Call B with C exits with "transfer cancel". CallbackSessionI DCallback Session IDLONGSame as the Request call CDR Session ID CallbackExitStateThe callback call exit stateLONG 1 - Callback requested 2 - RNA 3 - Busy 4 - Callback rejected 5 - Callback succeeded Database ElementDefinitionTypeSpecification
Data Schema 66 CDR Manual 15 – Go to VM w/out leaving vm: A calls B. B is busy or ring no answer. A goes into B's voice mail. A drops without leaving any voice mail. 16 – Go to VM with leaving vm: A goes into B's voice mail, leaves a voice mail, and then drops. 17 – General VM: A presses ## to enter the voice mail system, inputs password, then drops. 18 – VM Access: A presses ### to enter another extension’s voice mail, then drops. 19 – VM Notify: A receives a notification call, enters password, then drops. 20 – Call Pick Up: A calls B. While B is ringing, C enters #29B to pick up this call. Call A with B gets this exit state. 21 – All Trunks Busy: A dials an outside number, and no trunk is seized. A drops and gets this exit state. 22 – No session: A tries to log on to MaxCommunicator/MaxAgent/ AltiConsole/third party application, but there are no more licenses available. 23 – Personal Park: call is parked by #31. 24 – System Park: call is parked by #41. 25 – Line Park: call is parked by #51. 26 – Call Monitor: A runs MaxSupervisor and initiates a silent monitor or barge in. 27 – Overhead Paging: Call presses #44 / #45 / #46 to page. 28 – Reminder Call: Call was preset as a reminder call. 29 – Group Member RNA: A calls a workgroup and rings an agent. The agent does not answer the ring. 30 – One Number Access: A calls B and goes into B's one number access menu. 31 – APC Connect: [never used] 32 – Ring: call is dropped while it's ringing. 33 – Transfer Ring: A calls B. B presses Flash and dials C. While C is ringing, B drops and A drops. Call A with C gets this exit state. 34 – Transfer Connected: A calls B and is connected. A presses flash, dials C, and is connected too. A drops. Call A with C got this exit state.
Records and Data Schema CDR Manual 67 Table: WGRTSUMMARY Database ElementDefinitionTypeSpecification VersionVersion of the recordLONG2 = OE/ACM 5.0A NodeIDServer ID (System ID) assigned to a MAXCS system in MaxAdminLONGvalue: 1–100 StartTime GMT start time of record’s period. Seconds since 1970/01/ 01 00:00:00. LONG EndTime GMT end time of record’s period. Seconds since 1970/01/ 01 00:00:00. LONG GMTOffset Offset to GMT time, includes daylight savings, in seconds; ex: Pacific Summer time 22500 LONG LocalDay 8 digit number representing date ex: 20040608 = 06/08/ 2004LONGFormat: yyyymmdd DayOfWeekDay of the weekLONG 0 = Sunday 1 = Monday 2 = Tuesday 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday WGNumWorkgroup NumberLONG CurNumAgentCfgTotal Agent configured to the WGLONG CurNumAgentUnStaffTotal Agents Un-Staffed (Snapshot at EndTime)LONG CurNumAgentLogoutTotal Agents Logged Out (Snapshot at EndTime)LONG CurNumAgentErrorTotal Agents Error (Snapshot at EndTime)LONG
Data Schema 68 CDR Manual CurNumAgentBusyTotal Agents Busy (Snapshot at EndTime)LONG CurNumAgentNotReadyTotal Agents Not Ready (Snapshot at EndTime)LONG CurNumAgentWrapUpTotal Agents Wrap-up (Snapshot at EndTime)LONG CurNumAgentDNDFWDTotal Agents DND/FWD (Snapshot at EndTime)LONG CurNumAgentAvailableTotal Agents Available (Snapshot at EndTime)LONG CurLongestQTimeLongest Queue Time (Snapshot at EndTime)LONG CurQLengthNumber of calls in Queue (Snapshot at EndTime)LONG CurNumCallOverSLTNumber of calls exceed SLT (Snapshot at EndTime)LONG CurServiceLevelReal-time Service Level % for WG Queue (Snapshot at EndTime)LONG IntvMaxNumAgentUnSta ffMaximum Agents Un- Staffed in record's periodLONG IntvMaxNumAgentLogou tMaximum Agents Logged Out in record's periodLONG IntvMaxNumAgentErrorMaximum Agents Error in record's periodLONG IntvMaxNumAgentBusyMaximum Agents Busy in record's periodLONG IntvMaxNumAgentNotR eadyMaximum Agents Not Ready in record's periodLONG IntvMaxNumAgentWrap UpMaximum Agents Wrap- up in record's periodLONG IntvMaxNumAgentDNDF WDMaximum Agents DND/ FWD in record's periodLONG IntvMaxNumAgentAvaila bleMaximum Agents Available in record's periodLONG Database ElementDefinitionTypeSpecification
Records and Data Schema CDR Manual 69 Table: WGSUMMARY IntvMaxLongestQTimeMaximum longest queue time in record's periodLONG IntvMaxQLengthMaximum queue length in record's periodLONG IntvMaxNumCallOverSL TMaximum calls exceed SLT in record's periodLONG IntvMaxServiceLevelMaximum Service Level % for WG Queue in record's periodLONG IntvMinServiceLevelMinimum Service Level % for WG Queue in record's periodLONG Database ElementDefinitionTypeSpecification VersionVersion of the recordLONG2 = OE/ACM 5.0A NodeIDServer ID (System ID) assigned to a MAXCS system in MaxAdminLONGvalue: 1–100 StartTimeGMT start time of record’s period. Seconds since 1970/01/01 00:00:00LONG EndTimeGMT end time of record’s period. Seconds since 1970/01/01 00:00:00LONG GMTOffset Offset to GMT time, includes daylight savings, in seconds; ex: Pacific Summer time 22500 LONG LocalDay 8 digit number representing date ex: 20040608 = 06/08/2004 LONGFormat: yyyymmdd Database ElementDefinitionTypeSpecification
Data Schema 70 CDR Manual DayOfWeekDay of the weekLONG 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday WGNumWorkgroup NumberLONG NumInWGCallTotal inbound WG call during intervalLONG NumInCallInQTotal calls in queue during intervalLONG DurInCallQTotal queue duration during time interval for all WG inbound callsLONG NumInAnswered Total WG inbound calls answered by agents during interval. If a login agent uses pick call from queue feature in MaxAgent, this counter is incremented. If the call is transferred or parked, this call is considered out of workgroup. LONG DurInTalk Talk duration of incoming calls (NumInAnswered), starting from the time an agent answered a call until the call is disconnected, transferred or parked LONG DurInAnsQTotal Queue time for answered inbound WG callsLONG DurInAnsRingTotal ring time for answered inbound WG callsLONG NumInXferCount of transferred incoming workgroup callsLONG NumInWrapUpNumber of Wrap-ups for workgroup incoming callsLONG Database ElementDefinitionTypeSpecification
Records and Data Schema CDR Manual 71 DurInWrapUpWrap-up duration for incoming callsLONG NumInAbnInQTotal number of calls hang- up in queueLONG DurInAbnInQTotal queue time of calls hang-up in queueLONG DurInAbnInQ_RingTim eTotal ring time of calls hang-up in queueLONG NumInAbnDuringRingNumber of calls hang-up during ring (in queue or never in queue)LONG DurInAbnDuringRingTotal Queue time for calls hang-up during ringLONG DurInAbnDuringRing_ RingTimeTotal Ring time for calls hang-up during ring (in queue or never in queue)LONG NumInAbnVmMsg Number of calls abandoned to VM leaving voice message (transferred to VM from queue by caller pressing a digit or the system redirects the call to VM) LONG DurInAbnVmMsgTotal Queue time for calls abandoned to VM leaving voice messageLONG DurInAbnVmMsg_Ring TimeTotal Ring time for calls abandoned to VM leaving voice messageLONG NumInAbnVmNoMsg Number of calls abandoned to VM without leaving VM (redirected to VM from queue by caller pressing a digit or the system redirecting the call to VM) LONG DurInAbnVmNoMsgTotal Queue time for calls abandoned to VM without leaving messageLONG DurInAbnVmNoMsg_R ingTimeTotal Ring time for calls abandoned to VM without leaving messageLONG NumInAbnToAppNumber of calls abandoned to add-on applicationsLONG Database ElementDefinitionTypeSpecification
Data Schema 72 CDR Manual DurInAbnToAppTotal Queue time for calls abandoned to add-on applicationsLONG DurInAbnToApp_Ring TimeTotal Ring time for calls abandoned to add-on applications (in queue or never in queue) LONG NumInAbnToOthers Number of all calls abandoned to a target other than VM when caller in queue presses a digit LONG DurInAbnToOthersTotal Queue time for NumInAbnToOthers callsLONG DurInAbnToOthers_Ri ngTimeTotal Ring time for NumInAbnToOthers callsLONG DurInAbnQRing DurInAbnInQ_RingTime+D urInAbnDuringRing_RingTi me+DurInAbnVmMsg_Rin gTime+DurInAbnVmNoMs g_RingTime+DurInAbnTo App_RingTime+DurInAbn ToOthers_RingTime LONG DurInAbnQ DurInAbnInQ+DurInAbnDu ringRing+DurInAbnVmMsg +DurInAbnVmNoMsg+DurI nAbnToApp+DurInAbnTo Others LONG NumInOverflowWG calls overflowed or redirected to other targetLONG DurInOverflowQTotal Queue time for overflowed or redirected callsLONG DurInOverflowRingTotal ring time for all overflowed or redirected callsLONG NumInAnsWithinSLT Total calls answered with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime
Records and Data Schema CDR Manual 73 NumInHold Number of inbound WG calls were ever hold by agent (One call on hold multiple times will count just one time) LONG DurInHoldDuration of inbound WG calls were hold by agentLONG NumInRecordNumber of inbound WG calls were recordedLONG DurInRecordDuration of inbound WG calls were recordedLONG NumOutConnectedNumber of WG outbound connected callsLONG DurOutTalk Duration of outgoing WG calls (NumOutConnected); from the call enters "Connected" state until disconnect LONG NumOutHold Number of outbound WG calls that were put on hold by agent (One call on hold multiple times will count just one time) LONG DurOutHoldDuration of outbound WG calls put on hold by agentLONG NumOutRecordNumber of outbound WG calls that were recordedLONG DurOutRecordDuration of outbound WG calls that were recordedLONG NumOutXferCount of outbound WG calls that were transferred by agentLONG NumOutWrapUpCount of agent outbound WG calls that entered wrap-up stateLONG DurOutWrapUpTotal outbound WG Wrap- up durationLONG Database ElementDefinitionTypeSpecification
Data Schema 74 CDR Manual NumInAbnInQWithinS LT Total number of calls hang- up in queue with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime