Specifications

Call Detail Record Reports
C – 52 ShoreTel, Inc.
CDR Database
This appendix specifies how data is stored in the CDR database tables. The CDR
database records call data in the following tables:
• Call Table: An entry is made in the Call table for each call in the ShoreTel system.
Other tables often reference the entries to the Call table.
• Connect Table: An entry is made in the Connect table for each connection to a
call. When used with the Call table, a complete call history is provided.
• MediaStream Table: An entry is made in the MediaStream table each time there is
a media stream between two switches that are at different sites. In some cases, such
as for conference calls, there may be multiple media streams per call.
• AgentActivity Table: An entry is made in the AgentActivity table each time a
workgroup agent logs into a workgroup and when he or she completes wrap-up.
• QueueCall Table: An entry is made in the QueueCall table for each call that is
handled by a workgroup server. The entry identifies how the call leaves the
workgroup—either by abandonment or for handling.
• QueueStep Table: An entry is made in the QueueStep table for each step where
the workgroup server either hunts for agents or walks through workgroup queue
Date Repeated for each
call.
The date on which the call started. A call is
reported for the day on which the call started.
That is, if a call starts on one day, but ends on
the next day, it is only reported for the day
that it started on.
The Date is extracted from the StartTime field
in the Call record for each call in the report.
Time Repeated for each
call.
The time at which the call started.
Time comes from the StartTime field in the
Call table record for each call in the report.
Dialed Number Repeated for each
call.
The number that was dialed to begin the call.
Dialed Number comes from the
DialedNumber field in the Call table record
for each call in the report.
Calling Extension Repeated for each
call.
The number of the user that originated the
call.
Calling Extension comes from the Extension
field in the Call table record for each call in
the report.
Duration Repeated for each
call.
The total duration of the calls being reported
on the row. The duration is the call duration,
even if the call was transferred to parties such
that the originator of the call was not on the
call for the entire period.
The duration of each call in this report comes
from the Duration field in the Call table.
Field Presence/Frequency Description