Installation manual

RTM Data Schema
384 AltiWare OE System Installation & Administration Manual
OutCallDuratio
n
Duration of
outgoing calls
(NumOutCall);
from the time the
call enters
“Connected”
state until
disconnect
ULONG *Outgoing
Calls Duration
NumCallToVM Count of
voicemail
messages (calls
transferred to
VM from queue
by caller
pressing #, and
calls
automatically
transferred to
WG VM after
RNA for every
agent)
short *Calls
Transferred to
Voice Mail
NumCallAband
oneDuringRing
Count of calls
abandoned while
ringing an agent
short A
*Calls
Abandoned
During Ring
NumCallAband
onedInQ
Count of calls
abandoned while
waiting in queue
short B
*Calls
Abandoned in
Queue
NumCallAband
oneBeforeAnsw
er
Total abandoned
calls (during
VM, queue, and
RNA)
short C
C–A–B=
*Calls
Abandoned
during VM
Table 2: RTM Data Format
Database
Element
Definition Type Specification/
* CDR Client
Field