Specifications

Records and Data Schema
CDR Manual 75
Records and
Data Schema
NumInCall Callsansweredbyanagent;ifa
call is forwarded to and answered
by multiple agents, the count is
increased
short *Calls
Answered
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
OutCallDur
ation
Duration of outgoing calls
(NumOutCall); from the time the
call enters “Connected” state until
disconnect
ULONG *OutgoingCalls
Duration
NumCallTo
VM
Count of voicemail messages (calls
transferredtoVMfromqueueby
caller pressing #, and calls
automatically transferred to WG
VMafterRNAforeveryagent)
short *Calls
Transferred to
Voice Mail
NumCallAb
andoneDuri
ngRing
Count of calls abandoned while
ringinganagent
short A
*Calls
Abandoned
During Ring
NumCallAb
andonedInQ
Count of calls abandoned while
waiting in queue
short B
*Calls
Abandoned in
Queue
NumCallAb
andoneBefor
eAnswer
Total abandoned calls (during VM,
queue, and RNA)
short C
C–A–B=
*Calls
Abandoned
during VM
Table 9: RTM Data Format
Database
Element
Definition Type Specification/
* CDR Client
Field