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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 disconnected, transferred, or redirected.
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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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Originator DN (Calling Number)
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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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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, then the
number that the call is transferred to is displayed.
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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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CSQ
Names
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CSQ to
which the call is routed.
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Queue Time
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Time that elapsed between the time a call entered the CSQ and
the time the call was answered by an agent belonging to the CSQ.
Summary info—Sum of
values in this column.
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Agent
Name
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First
name and last name of the agent.
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Ring
Time
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Elapsed time between the time that a call rang and the time that
the call was answered by an agent, routed to another agent, or disconnected.
This field is blank if the call was not routed to an agent.
Summary info—Sum of
values in this column.
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Talk Time
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Time that the agent spent in Talking state.
Summary info—Sum of
values in this column.
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Work Time
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Time
that the agent spent in Work state.
Summary info—Sum of
values in this column.
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