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Node ID
- Session ID
- Sequence Number
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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 is disconnected or transferred.
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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 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.
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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 ID of the agent. This field is populated only if
Originator—Type is 1. This field is populated only if the
call is transferred from the script to an agent.
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Originator—Directory Number
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Originator's 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 that is associated with the route point on
which the call is answered.
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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 ID of the agent. This field is populated only if
Destination—Type is 1. This field is blank unless the call
is made to a extension where the agent is logged in.
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Destination—Directory Number
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Destination telephone number.
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Trigger
Directory Number
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Number
that is dialed by the outbound IVR dialer. It can be either
a route point number or the dialed telephone number.
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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
Status
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Status of the contact that was imported to dial out an
outbound call. The call status value is updated with the
most recent status of the contact.
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1—Pending. Call is pending.
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2—Active. Record is sent to the outbound subsystem
for dialing.
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3—Closed. Record is closed.
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4—Callback. Record is marked for a callback.
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5—Max Calls. Maximum attempts are made for the
record, so it is closed.
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6—Retry. Call is redialed immediately whenever
there is any miss in the callbacks for
Retries with Delay.
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7—Unknown. If the outbound system is restarted
with active records then the records are moved to Unknown state.
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8—Retries with Delay. Call is redialed because the
contact was either busy or did not answer, or the customer or the system
abandoned the call. Retry time is set according to the corresponding
configuration in the Unified CCX Application Administration web interface.
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Call
Result
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Call result value for the outbound call. The call
result value is updated for each call that was placed for
an outbound contact.
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1—Customer answers and is connected to an agent.
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2— Fax machine or modem is detected.
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3— Answering machine is detected.
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4— Network reports an invalid number.
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5—Customer does not want to be called again.
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6—Call connected, but wrong number.
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7—Call connected, but reached the wrong person.
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8—Customer requests callback. This is not
applicable for IVR-based outbound campaigns.
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11—Busy tone is detected.
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15—Customer phone timed out because either the
customer did not answer or there is a gateway failure.
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16—Call is abandoned because of the
following reasons:
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The Interactive Voice Response (IVR) port is not available or
Unified CCX fails to transfer the call to the IVR port.
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The agent is not available or Unified CCX fails to transfer the call to the
agent.
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17—Call failed because of gateway issues.
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18—Customer or agent abandons the call. The
customer or the agent disconnects the call within the Abandoned Call Wait Time
that is configured in the Unified CCX Application Administration web interface.
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Campaign Name
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Name of
the IVR outbound campaign.
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