Specifications

Call Detail Record Reports
ShoreTel 6.1 Administration Guide C – 31
simple—for each time the workgroup server disposes of a call, a record is added to the
QueueCall table.
External calls to a workgroup are always included in the report. Internal workgroup
calls are only included in the report if the option is taken to include them (the default
is not included). The CallType field in the Call table is examined to determine if the call
is internal or external. If the CallType is 1 (extension to extension), it is an internal call;
otherwise it is an external call. The QueueCall record for a call processed by the
workgroup server has a ConnectTableID that identifies the Connect table entry for the
workgroup server being added to the call. The Connect table entry has a CallTableID
field that is examined to determine the Call table record for the call, whether the call is
internal or external.
If the workgroup service is not operational, the call is not processed by the workgroup
server (it simply goes to the backup extension). Calls directed to the workgroup but
not processed by the service because it is down, are not included in this report. When
this occurs, there is no record of the call in the QueueCall table, since records are only
added to the table when the workgroup server processes the call.
Figure C-14 Workgroup Service Level Summary Report