Specifications

Call Detail Record Reports
C – 66 ShoreTel, Inc.
Enumeration Tables Used for AgentActivity
Notes
•
Login and Logout are no longer used.
QueueCall Table
Each time a call is processed by the workgroup server, an entry is made in the
QueueCall table. A workgroup is a call queuing mechanism, thus the name
“QueueCall” in the CDR database.
Each time a call is made to a workgroup when the workgroup server is operational, an
entry is made in the QueueCall table; moreover, there is only one entry for each call. In
other words, one and only one entry appears for each call. A call can be made to the
workgroup dialed number, but if the workgroup server does not process the call, an
entry is not made in the QueueCall table for the call. Moreover, the call will not be
marked as a workgroup call in the call table.
The following flows chart illustrates how updates are made to the QueueCall table.
AgentState Name Description
0
Null
1
Reserved (Used in the past for Login)
2
Reserved (Used in the past for Logout)
3
Wrap_Up Agent performing post-call wrap-up
4
Reserved (Used temporarily for Outcalls)
5
LogInOut Agent Login later updated with Logout time.
6
SecLogInOut Secondary login activity. This occurs if an agent belongs to
more than one Workgroup.