Specifications

RTM Data Schema
62 CDR Manual
NumInCall Callsansweredbyanagent;ifa
call is forwarded to and
answered by multiple agents,
the count is increased
short * Calls
Answered
InCallDura
tion
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
NumOutCa
ll
All outgoing trunk and station-
to-station calls that entered
“Connected” state
short *Outgoing
Calls
OutCallDu
ration
Duration of outgoing calls
(NumOutCall); from the time
the call enters “Connected”
state until disconnect
ULONG *Outgoing
Calls Duration
NumCallT
oVM
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
Transferredto
Voice Mail
NumCallA
bandoneDu
ringRing
Countof callsabandoned while
ringing an agent
short A
* Calls
Abandoned
During Ring
NumCallA
bandonedI
nQ
Countof callsabandoned while
waiting in queue
short B
* Calls
Abandoned in
Queue
Table 4: RTM Data Format
Database
Element
Definition Type Specification/
* CDR Client
Field