Specifications

Records and Data Schema
CDR Manual 67
Records and
Data Schema
NumInCall Calls answered; if a call is
rerouted to and answered by
the same agent, the count is
incremented
short * Calls
Answered
InCallDura
tion
Duration of incoming calls
(NumInCall), starting from the
time the 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
NumWrap
Up
Number of times agent entered
Wrapup, where Wrapup lasts
from agent-set “Not Ready” to
“Ready” status
short *Wrapup
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
NumHold Count of calls holding short
HoldDurati
on
Total duration of workgroup
hold calls
ULONG
LoginDura
tion
The total time agent was
logged in since midnight
ULONG
Table 4: RTM Data Format
Database
Element
Definition Type Specification/
* CDR Client
Field