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Node ID
- Session ID - Sequence No
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Node
ID is the unique numeric ID, which starts from 1, that the system assigns to
each Unified CCX server in the cluster.
Session ID is the unique session ID that the system assigns to a
call.
Session sequence number is the number that the system assigns to
each call leg. The session sequence number increases by 1 for each leg of a
call.
Together, these three values uniquely identify an Automatic Call
Distribution (ACD) call that is processed by the system.
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Call
Start Time
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Date and
time the call starts.
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Call End
Time
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Date and
time the call was disconnected, transferred, or redirected.
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Contact
Type
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Contact
type of a call.
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1 = Incoming. Outside
call that is received by Unified CCX.
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2 = Outgoing. Call
that originated from the Unified CCX Computer Telephony Interface (CTI) port,
other than the call that is made within the system.
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3 = Internal. Call
that is transferred or conferenced between agents, or a call that is made
within the system.
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4 = Redirect. A
previous call leg that redirected the call to this leg.
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5 = Transfer-in. A
previous call leg that transferred the call to this leg.
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6 = Preview Outbound.
Call that originated from a Unified CCX agent phone to an outside destination,
after an agent accepts a preview call.
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Contact
Disposition
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Disposition of the call.
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1—Abandoned
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2—Handled
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4—Aborted
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5 to 98—Rejected
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99—Cleaned
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Abort/Reject Reason
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Reason
the call is aborted or rejected.
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Originator DN (Directory Number)
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The
originator's telephone number.
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1= Agent. Call that
originated from an agent. Displays the Unified CCX extension of the agent.
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2 = Device. Call that
originated from a simulated caller (used for testing) and an agent phone where
the agent is not currently logged in. Displays the Computer Telephony Interface
(CTI) port number.
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3 = Unknown. Call
that originated from an outside caller through a gateway or from an unmonitored
device. Displays the telephone number of the caller.
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Destination DN
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The
destination telephone number.
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1 = Agent. Call that
is presented to an agent. Displays the Unified CCX extension or the non-Unified
CCX extension of the agent.
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2 = Device. Call that
is presented to a route point. Displays the CTI port number.
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3 = Unknown. Call
that is presented either to an outside destination through a gateway or to an
unmonitored device. Displays the telephone number that is dialed.
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Called
Number
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Number
that is originally dialed by the caller. If the call is a transfer, the number
that the call is transferred to is displayed.
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Original
Called Number
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Number
that is originally dialed by the caller—either a route point number or an agent
extension.
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Application Name
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Unified
CCX or Unified IP IVR application that is associated with the route point.
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Call
Routed CSQ
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Contact
Service Queue (CSQ) to which the call is routed. This field is blank if the
call is aborted or rejected before being routed to a CSQ.
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