Specifications

Call Detail Record Reports
C – 18 ShoreTel, Inc.
Inbound calls are reported according to the last party involved in the call (excluding
voice mail and the auto-attendant). For example, if a call to extension 320 is not
answered and the user’s Call Handling Mode (CHM) forwards the call to the assistant at
extension 452—who answers the call—the Extension field in the Call record contains
452.
When an inbound call is forwarded to voice mail, the Name (Extension) field records
the party involved in the call before it was forwarded to voice mail. For example, if a
user with extension 320 doesn't answer a call and his or her Call Handling Mode
(CHM) forwards the call to voice mail, the extension field is set to 320.
The User Activity Summary Report is described as follows:
Field Presence/Frequency Description
Name (Extension) Once for each
extension
reported.
The name of the user, last name first. Users
without a last name are presented first.
Non-users such as Workgroups, Voice Mail,
Voice Mail Login, and Auto-attendant are
included in the report. The names for these
extensions are reported for calls that only
interact with these extensions (not a user
extension).
Inbound All - Qty,
Duration, Average
Duration
Once for each
period reported.
The quantity, total duration, and average
duration for inbound calls during the
reporting period are presented. A call is
considered inbound if the CallType field of
the Call table record is set to 2 (Inbound).
If the report is run with intervals, the call is
only reported for the interval in which it
started, even if it ends in a different interval.
The StartTime field in the Call table is used to
determine when the call started.
Duration represents that extensions time on
the call. This is found in the Connect table
record's Duration field for this connection
(where the Connect.CallTableID matches the
Call.ID and Connect.PartyID matches
Call.Extension). Since a call is reported
during the period in which it starts, but may
end during another interval, the duration can
be longer than the 30-minute interval
period—the total call duration time is
reported during the interval in which the call
begins.
Total Duration during any period is the sum
of the duration for the Inbound calls during
the period. Average duration is found by
dividing this total by the number of calls
during the period.