Specifications

Records and Data Schema
CDR Manual 65
Records and
Data Schema
WrapUpD
uration
Theamountoftimefor
Wrapup, where Wrapup lasts
from agent-set “Not Ready” to
“Ready” status
ULONG *Wrapup
Duration
NumCallT
oVM
Count of voicemail messages short *VoiceMail
VMDuratio
n
Total duration of voicemail
messages
ULONG *VoiceMail
Duration
nGroups Count of workgroups agent is
logged in to
short
NumHold The number of call put on hold
in this workgroup
short
HoldDurati
on
Total duration of workgroup
hold calls
ULONG
extNumIn
Call
Personal (non-workgroup)
incoming call
short * Calls
Answered
extInCallD
uration
Total duration of personal
(non-workgroup) incoming
calls
ULONG * Calls
Answered
Duration
extNumOu
tCall
Number of personal (non-
workgroup) outgoing calls
short *Outgoing
Calls
extOutCall
Duration
Total duration of personal
(non-workgroup) outgoing
calls
ULONG *Outgoing
Calls Duration
extNumCal
ltoVM
Count of non-workgroup
voicemail messages
short *VoiceMail
extVMDur
ation
Total duration of voicemail
messages
ULONG *VoiceMail
Duration
extNumHol
d
Count of non-workgroup calls
holding
short
extHoldDu
ration
Total duration of non-
workgroup hold count
ULONG
Table 4: RTM Data Format
Database
Element
Definition Type Specification/
* CDR Client
Field