Installation guide

Using the Call Log view 22-7
Chapter 22: Monitoring and Maintenance
Wave Global Administrator Guide
Result
How the caller's wait ended. The assigned values for the possible outcomes are:
Abandoned. Caller hung up before call was answered.
Connected. Caller was connected to a party.
To voicemail. Caller went to voicemail, but did not necessarily leave a message.
Blind transfer. A blind transfer sent the caller to another party.
Supervised transfer. A supervised transfer sent the caller to another party.
Login. Caller logged in to a valid Wave user account.
No Answer. Outbound call that was not answered.
Login failed. The caller attempted to log in to a Wave account, but failed to enter a valid
password for the maximum number of retries (see “Enforcing strong password security”
on page 4-13).
Unknown. Wave was unable to identify the outcome of the call.
Account Code
The account code entered for the call, if any.
Message
If checked, the caller left a voice message.
Recorded by User
If checked, this call was recorded by a user who handled it.
Recorded by Queue
If checked, this call was automatically recorded by a Contact Center queue.
From Device
On incoming calls, the trunk or extension from which the call originated. On outgoing
calls, the user’s station number.
To Device
On incoming calls, the user’s station number. On outgoing calls, the trunk used for the call.
If an incoming call was transferred, this column
shows the last station that took the call.
Parties
Number of people who took part in the call, including the caller, the called party, anyone
to whom the call was transferred, and any conference call participants.
Dial String
Digits that Wave actually dialed over the trunk, which may be different than the digits
Wave displays in a contact's phone number. For example, a dial string may contain an
international or long-distance access code, a dialing prefix, or a dialing suffix.
From Type
Type of incoming call: Phone or Internet.
From Code
Access code of the dialing service that will be used to return this call. Only applicable to
calls coming in from remote Wave Servers over an Internet trunk.
From Rules
If checked, Wave's routing rules will be applied when returning this call.
To Type
Type of outgoing call: Phone, Centrex, or Internet.
To Code
Access code used to dial an outbound call.
Column Description
Release 2.0
September 2010