| Term | Definition |
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Active CallA call currently in progress. |
A call currently in progress. |
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Answered callAn incoming call answered live (excludes incoming calls answered by auto attendant, ring group, call queue and calls that reach voicemail) or any outgoing call that is connected. |
An incoming call answered live (excludes incoming calls answered by auto attendant, ring group, call queue and calls that reach voicemail) or any outgoing call that is connected. |
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Abandoned call |
An incoming call abandoned by the caller before being answered live (excludes calls answered by voicemail). |
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Missed callA call that was not answered live but reached voicemail or abandoned. |
A call that was not answered live but reached voicemail or abandoned. |
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Unreturned callAn incoming call that entered the PBX and reached voicemail but was not returned by any extension within the PBX. |
An incoming call that entered the PBXPrivate Branch Exchange—a private telephone network used within a company. and reached voicemail but was not returned by any extension within the PBX. |
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DID CallAll incoming calls to DIDs including DIDs leading to auto attendants, call queues, ring groups, and direct to end users. Includes all missed calls. It excludes Ext2Ext calls. |
All incoming calls to DIDs including DIDs leading to auto attendants, call queues, ring groups, and direct to end users. Includes all missed calls. Excludes extension to extension calls. |
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Ext2Ext CallA call between two extensions within the PBX. |
A call between two extensions within the PBX. |
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