Call Custom Variables Report

The Call Custom Variables Report shows information about custom variables set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call.

Charts

None

Fields

The report includes a table that shows the following information:

Field

Description

Node ID – Session ID – Sequence No

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.

Start Time

Date and time the call starts.

End Time

Date and time the call was disconnected, transferred, or redirected.

Contact Disposition

Disposition of the call.

  • 1—Abandoned
  • 2—Handled
  • 4—Aborted
  • 5 to 98—Rejected
  • 99—Cleaned

Agent Name

First name and last name of the agent.

Application Name

Unified CCX or Unified IP IVR application that is associated with the route point.

Custom Variable 1

Contents of the variable _ccdrVar1. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 2

Contents of the variable _ccdrVar2. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 3

Contents of the variable _ccdrVar3. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 4

Contents of the variable _ccdrVar4. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 5

Contents of the variable _ccdrVar5. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 6

Contents of the variable _ccdrVar6. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 7

Contents of the variable _ccdrVar7. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 8

Contents of the variable _ccdrVar8. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 9

Contents of the variable _ccdrVar9. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Custom Variable 10

Contents of the variable _ccdrVar10. This value is displayed if the variable is set by the Set Enterprise Call Info step in the workflow that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Filter Criteria


Note

For the custom variable parameters, enter a whole string or a substring to search, and separate multiple strings with commas.

You can filter using any one of the following parameters:

Filter Parameter

Result

Original Called Number

Displays information for the specified original called numbers.

Called Number

Displays information for the specified called numbers.

Calling Number

Displays information for the specified calling numbers. The calling number is the same as the Originator DN.

Application Name

Displays information for the specified applications.

Contact Type

Displays information for the specified contact types.

  • 1 = Incoming. Outside call that is received by Unified CCX.
  • 2 = Outgoing. Call that originated from the Unified CCX Computer Telephony Interface (CTI) port, other than the call that is made within the system.
  • 3 = Internal. Call that is transferred or conferenced between agents, or a call that is made within the system.
  • 4 = Redirect. A previous call leg that redirected the call to this leg.
  • 5 = Transfer-in. A previous call leg that transferred the call to this leg.
  • 6 = Preview Outbound. Call that originated from a Unified CCX agent phone to an outside destination, after an agent accepts a preview call.
  • 7 = IVR Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an IVR outbound campaign.
  • 8 = Agent Outbound. Call that originated from a Unified CCX outbound dialer to an outside destination for an agent progressive or predictive outbound campaign.

Originator Type

Displays information for the specified originator types.

  • 1= Agent. Call that originated from an agent. Displays the Unified CCX extension of the agent.
  • 2 = Device. Call that originated from a device that is not associated to an agent or from a device that is associated to an agent, but the agent is not currently logged in. Displays the Computer Telephony Interface (CTI) port number that is associated with the route point that the caller dialed.
  • 3 = Unknown. Call that originated from an outside caller through a gateway or from an unmonitored device. Displays the telephone number of the caller.

Destination Type

Displays information for the specified destination types.

  • 1 = Agent. Call that is presented to an agent. Displays the Unified CCX extension or the non-Unified CCX extension of the agent.
  • 2 = Device. Call that is presented to a route point. Displays the CTI port number that is associated with the route point on which the call is answered.
  • 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.

Duration Greater Than Equal to T seconds

Displays calls with duration greater than or equal to the number of seconds specified by T.

Duration Less Than Equal to T seconds

Displays calls with duration less than or equal to the number of seconds specified by T.

Custom Variable 1

Displays calls for which Custom Variable 1 contains the string or any of the substrings.

Custom Variable 2

Displays calls for which Custom Variable 2 contains the string or any of the substrings.

Custom Variable 3

Displays calls for which Custom Variable 3 contains the string or any of the substrings.

Custom Variable 4

Displays calls for which Custom Variable 4 contains the string or any of the substrings.

Custom Variable 5

Displays calls for which Custom Variable 5 contains the string or any of the substrings.

Custom Variable 6

Displays calls for which Custom Variable 6 contains the string or any of the substrings.

Custom Variable 7

Displays calls for which Custom Variable 7 contains the string or any of the substrings.

Custom Variable 8

Displays calls for which Custom Variable 8 contains the string or any of the substrings.

Custom Variable 9

Displays calls for which Custom Variable 9 contains the string or any of the substrings.

Custom Variable 10

Displays calls for which Custom Variable 10 contains the string or any of the substrings.

Any Custom Variable

Displays calls with any of the 10 custom variables containing the string or any of the substrings.

Grouping Criteria

None

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