Specifications

Call Detail Record Reports
C – 34 ShoreTel, Inc.
Calls Included
The key determinant in this report is which workgroup server processes the call. Each
time the workgroup server processes a call, a record about the call’s disposition is added
to the QueueCall table. In most cases the call is recorded just once, but if forwarded, a
call can be recorded twice. Normally the call comes in and is processed by the server
where it is routed to an agent. The caller then chooses to go to voice mail or another
destination, or hangs up (abandons the call) before it is routed beyond the workgroup.
Since the report shows how the call was disposed of by the workgroup server, the call is
reported once in the report. However, if the call is forwarded, the same call can pass
through the workgroup server more than once.
For example, a call is made to the workgroup server. While on the call, the user
chooses to transfer to an extension. That extension's call handling mode then forwards
the call to the same or a different workgroup. In this case, the call passes through the
workgroup server more than once and is reported on once each time the workgroup
server disposes of it. For each time the workgroup server disposes of a call there is a
record 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 (by default
they are not). 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 then examined to determine the Call table record for the call. It is this
record's CallType that is examined to determine 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). These calls are not included in the
report. When this occurs, there is no record of the call in the QueueCall table, since
records are only added to that table when the workgroup server processes the call.
The Workgroup Queue Summary Report is described as follows:
Field
Presence/
Frequency
Description
Workgroup Name The name of the workgroup.
Maximum Wait
Time
The longest time any caller spent waiting in
queue.
Average Wait Time The average time for callers to be held in queue.
Calls Abandoned Once for each
period reported.
The number of callers who hung up or otherwise
disconnected while waiting in queue.
Those QueueCall records with the ExitReason
set to 7 (abandoned) are counted as Abandoned.
Calls Handled by
Agent
Once for each
period reported.
The number of calls that were answered by
agents in the workgroup.
Those QueueCall records with the ExitReason
set to 1 (TransferToAgent) are counted as
Handled by Agent.