Specifications

Call Detail Record Reports
ShoreTel 6.1 Administration Guide C – 61
Notes
•
Partial records are never written. A record is written only once, either when the
call is abandoned, the call is connected to an agent, or leaves the queue for other
reasons as enumerated in QueueExitReasonLUT.
• If a call is abandoned (QueueExitReason = Abandon) all target (TargetType,
TargetFirstName, TargetLastName, TargetDN) information is meaningless and will
be blank.
• If QueueExitReason is TransferToAgent, the TargetFirstName and TargetLastName
are filled in with information about the agent.
• If the QueueExitReason is Forwarding (2, 3, 4, or 5 for forward always, busy, no
answer, or no logged in agent) or transfer (9, 10, and 11 for transfer to a menu,
extension or voice mail), the DN that the call is being forwarded or transferred to
is provided in the TargetDN field. However, the TargetFirstName and
TargetLastName are not provided.
• A QueueExitReason is always entered. The field will never be blank. “Unknown”
will only be used in the case of failure (and maybe not at all).
Duration Date/Time Time from when the call is offered to the workgroup DN until it
leaves the call queue. The call leaves the queue when it is answered
by an agent, is abandoned by the calling party, or leaves the queue
for other reasons. The complete lists of reasons for leaving the
queue are found in the QueueExitReasonLUT table. (8-byte date/
time)
DurationSeconds Number Duration expressed in number of seconds. (4-byte integer)
QueueName Text Name of the call queue (workgroup). (50 characters, zero-length)
QueueDN Text Extension number of the call queue (workgroup). (15 characters,
zero-length)
ExitReason Number Enumerated reason the call left the call queue (see the
QueueExitReasonLUT for enumerations). (1-byte integer)
TargetType Number Enumerated type of handoff target (see TargetTypeLUT for
enumerations). (1-byte integer)
TargetFirstName Text Name or first name of target. (50 characters, zero-length)
TargetLastName Text Last name of target if applicable (blank if the target agent doesn’t
have a last name in the configuration database). (50 characters,
zero-length)
TargetDN Text Dialed number of target. (15 characters, zero-length)
Archived Yes/No Has this entry been archived? (boolean)
Field Name Data Type Description