Specifications

RTM Data Schema
A-10 AltiContact Manager Administration Manual
InCallDurati
on
Duration of incoming calls
(NumInCall), starting from the
time an agent answers a call
until the call is disconnected or
transferred out of the WG
ULONG * Calls Answered
Duration
NumOutCall All outgoing trunk and station-
to-station calls that entered
“Connected” state
short * Outgoing Calls
OutCallDurat
ion
Duration of outgoing calls
(NumOutCall); from the time
the call enters “Connected”
state until disconnect
ULONG * Outgoing Calls
Duration
NumCallToV
M
Count of voicemail messages
(calls transferred to VM from
queue by caller pressing #, and
calls automatically transferred
to WG VM after RNA for every
agent)
short * Calls Transferred
to Voice Mail
NumCallAba
ndoneDuring
Ring
Count of calls abandoned while
ringinganagent
short A
* Calls Abandoned
During Ring
NumCallAba
ndonedInQ
Count of calls abandoned while
waiting in queue
short B
* Calls Abandoned
in Queue
NumCallAba
ndoneBefore
Answer
Total abandoned calls (during
VM, queue, and RNA)
short C
C–A–B=
* Calls Abandoned
during VM
NumQueueO
verflow
Calls routed to the WG but not
queued due to AltiAdmin
settings that specify acceptable
queue length and/or wait time
short *QueueOverflow
BeforeAnswe
rDuration
Time calls waited in queue
before being answered
ULONG *WaitTimefor
Answered Calls
DurationInQ
OfCallAband
one
Total wait time of all calls
abandoned in queue
(NumCallAbandonedInQ)
ULONG *WaitTimefor
Abandoned Calls
Table 4: RTM Data Format
Database
Element
Definition Type Specification/
*CDRClientField