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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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Start Time
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Date
and time the call starts.
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End Time
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Date
and time the call 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.
- 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.
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Contact—Disposition
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Disposition of a 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—Type
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Originator of the call.
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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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Originator—ID
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Login identification of the agent who originated the call, if
Originator Type is 1.
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Originator—Directory
Number
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Originator telephone number.
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Destination—Type
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Destination of the call.
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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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Destination—ID
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Login identification of the agent who received the call, if
Destination Type is 1.
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Destination—Directory
Number
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Destination telephone number.
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Called Number
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If the call was a transfer, this field shows the number that the
call was transferred to. In other cases, this information is the same as the
Original Called Number.
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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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Queue Time
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Elapsed time between the time a call entered the Contact Service
Queue (CSQ) and the time that the call was answered by an agent or
disconnected. This value is zero for other calls.
Summary info—Sum of
values in this column.
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Talk Time
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Elapsed time between the time that an agent answered the call
and the time the call was disconnected or transferred, not including hold time.
This value is 0 for other calls.
Summary info—Sum of
values in this column.
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Hold Time
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Elapsed time between the time that an agent first put the call
on hold and the time the agent last took the call off hold, not including talk
time. This field is blank for other calls.
Summary info—Sum of
values in this column.
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Work Time
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Time that an agent spent in Work state after the call. This
field is blank for other calls.
Summary info—Sum of
values in this column.
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