Specifications

Contact Advantage Manual 61
Using Contact Adv
as Workgoup Supervisor
• Today—sets the From/To fields to the current date
• Last 7 Days—sets the From/To range to the previous seven days
2. Select the Type of search:
• All Calls—calls involving: Auto Attendant, Ring No Answer,
Queue, Voice Mail (no VM recorded or VM recorded), Connect,
Logon, Logoff,All Trunks Busy, No session, VM Access, Forward,
Transfer, VM Notify, WG Abandoned, Park, System Park,
Conference, Call Monitor, Transfer Cancel, Call Redirect, Call
Pick Up, Dial Cancel
• Connected Calls & Messages—“Connected Calls” plus
“Messages” (see below)
• Connected Calls—incoming calls answered by a person, and
outgoing calls that entered “Connected” state
Note: For CDR records, Connected Calls refer to calls in these
states: connected, transfer, park,system park, conference
call and transfer cancel.
• Messages—incoming calls directed to voicemail
• Unanswered Calls—incoming or outgoing calls not answered by a
person
Note: For CDR records, Unanswered calls refer to calls
abandoned while in these states: AA, forward, RNA,
queue, voicemail, WG abandoned, call redirect, no more
session, pick up by and dial cancel.
• All Trunks Busy—outgoing calls aborted due to busy signals
• Agent Login/out—calls sorted by the login/out times of
workgroup member extension numbers
3. Select the Workgroup whose call records you want to search.
4. In the search criteria fields, enter data for Caller, Target, DNIS,
Tenant, or Acct Code as desired. Select Exact match for an exact
match. Otherwise, CDR Search will retrieve every record that contains
the number(s) you enter.
5. Select to Sort by:
• Date/Time—sortsday-by-day (or hour-by-hourif youselect Today
as the time range for the search)
• Agent—sorts by agent