Specifications

Records and Data Schema
CDR Manual 77
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
InCallDurati
on
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
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
NumWrapU
p
Number of times agent entered
Wrapup, where Wrapup lasts from
agent-set “Not Ready” to “Ready”
status
short * Wrapup
WrapUpDur
ation
The amount of time for Wrapup,
where Wrapup lasts from agent-set
“Not Ready” to “Ready” status
ULONG * Wrapup
Duration
NumCallTo
VM
Count of voicemail messages short * Voice Mail
VMDuration Total duration of voicemail
messages
ULONG * Voice Mail
Duration
nGroups Count of workgroups agent is
logged in to
short
NumHold The number of call put on hold in
this workgroup
short
HoldDuratio
n
Total duration of workgroup hold
calls
ULONG
extNumInCa
ll
Personal (non-workgroup)
incoming call
short *Calls
Answered
Table 9: RTM Data Format
Database
Element
Definition Type Specification/
* CDR Client
Field