Virtual Office Analytics - Glossary - Call Detail Records

Column Description

Call ID

A unique call identification number that identifies all legs of the original call.

Leg ID

Identifies the leg of a call - a hop number such as 1 for direct, 2 for a forwarded or transferred call for which this record refers to.

Start Time

The time a call starts. Call starts as soon as caller goes off hook to dial.

Answer Time

The time when the call is answered.

Stop Time

The time the first party disconnects the call.

Talk Time

Duration of the live call (Stop Time - Answer Time) including the hold time.

Caller

The phone number of the caller.

Callee

The phone number of the called party.

Direction

Indicates the direction of the call as incoming or outgoing.

Cause

Reason for call indicated as Normal; Redirected; Transfer; Conference.

Status

Indicates the status of a call as In Progress (dialing, talking, redirected) or Completed (ended).

Parent Call ID

Parent call identification number of a complex (transferred, forwarded or conferenced) call. Searching by a Parent Call ID collects call details of all legs of a complex call.

Transfer To Call ID

Call Identification number to which call is transferred to.  If a call if transferred to a 2nd call, it has a different call Id.  The 2nd call will have a Transfer To CallId with the value of 1st call's call Id.

Caller Name

Caller Name of the extension from which the call originated.

Callee Name

Name of the called party if available.

Caller Device ID

The device identifier unique to the device of caller.

Callee Device ID

The device identifier unique to the device of called party if it is available.

Caller Device Model

Device Model used by the caller in this leg of the call.

Callee Device Model

Device Model used by the called party in this leg of the call.

Caller ID

Transmitted caller number and or name.

Missed

Indicates if the call is missed ( includes calls that reached voicemail and or abandoned ) or not.

Abandoned

Indicates if the call is abandoned by the caller before it is answered or handled in this leg of the call (for this CDRCall Detail Record includes call details such as point of origin,end point, call direction, call duration, and more.).

Answered

Indicates if the incoming call was answered live (not including those answered by voicemail) OR outbound call that was connected (includes those answered by caller, auto-attendant, voicemail) for this leg of the call. Complex calls are represented by multiple CDRs.  Each CDR represents one leg of the call. Answered means somethng different depending on the leg of the call. An incoming call to an AAAuto Attendant is an automated receptionist service that directs callers to the desired destination. is considered answered by the AA in the initial leg.  If the call is then rediected from the AA to an extension, it is only considered answered if its answered live (not if it is anwered by VMVoicemail is a voice message that a caller leaves when the person called cannot be reached.). An outgoing call (outside the PBXPrivate Branch Exchange—a private telephone network used within a company.) is considered answered in any way (live, AA, CQA call queue places callers in a queue while agents handle other calls. The calls are then answered in the order received as agents become available., RGRing Group is a group of extensions grouped together to share distribution of incoming calls., VM,  etc.) since the type of answer is not always available.

Caller Service Name

Service Names include AutoAttendent, RingGroupService, ACDOperatorService, MasterSlaveService, OneNumberAccess, ClickToDial.

Caller Service Type

Service Types include Custom; Virtual Extension; Voicemail; AutoAttendant; CallParkExtension.

Callee Service Name

Service Names include AutoAttendent, RingGroupService, ACDOperatorService, MasterSlaveService, OneNumberAccess, ClickToDial.

Callee Service Type

Service Types include custom; Virtual Extension; Voicemail; AutoAttendant; CallParkExtension.

Last Re-Direct Number

The number of the last party that redirected the call.

Last Re-Direct Type

Indicated if the call is a normal extension call, directed to a queue, ring group, or etc. Possible values are 1 = normal extension, 3 = RINGGROUP, 4 = QUEUE, 5 = VIRTUALEXTENSION, 6 = MEDIASERVICE (such as Voicemail, AutoAttendant, Master slave), and 7 = CALLPARKEXTENSION.

Call Time

Total duration of this leg of the call.

Caller Hold Duration

The length of time that caller placed the call on hold.

Callee Hold Duration

The length of time that called party placed the call on hold (if known).

Callee Disconnect On Hold

Indicates if the called party disconnected while on hold (True or False values).

Caller Disconnect On Hold

Indicates if the caller disconnected while on hold (True or False values).

PBX ID

Caller's PBX ID.

Sip Call ID

Sip Call ID for this call.

 

 

 

 

 

 


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