Call Detail Record Scenarios
This guide offers a quick look at basic and complex call flow scenarios, and describes the call detail records (CDRs) for these scenarios.
Using the call detail record, see the entire call journey from start to finish. This report is ideal for tracing a specific call to see how the call was routed, who answered the call, the duration of the call, whether the call was placed on hold, the duration of the hold, whether the caller or callee disconnected during the hold, and more. The call detail record provides information about all calls, inbound and outbound, processed in the time frame that the user defines . Access to the call path helps you determine any patterns that may need attention within the company. Complex calls are handled as one CDR
Call Detail Record includes call details such as point of origin,end point, call direction, call duration, and more. per call leg.
Scenario 1: A PSTN caller leaves a voicemail.
Joe calls Emily directly from a PSTN number. Joe reaches her voicemail, and leaves a message.The CDR for this call shows two legs.
- Leg 1: Joe calls Emily.
- Leg 2: The call is redirected to Emily’s voicemail.
Here is a sample call detail record.
Note: Both legs of the call share the same call ID, which helps identify the call path.
Key metrics in the report are described below. For the detailed glossary, click here.
| Metrics | Details |
|---|---|
| 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, and 2 for a forwarded or transferred call for which this record refers to. |
| Caller Data | Caller data includes caller phone number, name, the device used to make the call, service type, and more. |
| Callee Data | Callee data includes caller phone number, name, the device used to make the call, service type, and more. |
| Missed, Abandoned | Leg 1: Missed and abandoned. Leg 2: Missed but not abandoned because the call advanced to voicemail. |
| Call Time Data (Start Time, end time, and duration) | Includes the time call started, connected, and ended, as well as the call duration. |
| Callee Service Name | Leg 1: MasterSlaveService indicates that the callee has a master-slave extension. Leg 2: VMAdvanced indicates that the call advanced to voicemail. |
Scenario 2: (Abandoned Call)
Joe calls Emily, and disconnects the call before reaching Emily or her voicemail. This is considered an abandoned call, and the CDR for this call shows one leg.
Here is a sample call detail record.
Key metrics in the report are described below. For the detailed glossary, click here.
| Metrics | Details |
|---|---|
| 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, and 2 for a forwarded or transferred call for which this record refers to. |
| Caller Data | Caller data includes caller phone number, name, the device used to make the call, service type, and more. |
| Callee Data | Callee data includes caller phone number, name, the device used to make the call, service type, and more. |
| Missed, Abandoned | Missed and abandoned. |
| Call Time Data (Start Time, end time, and duration) | Includes the time call started, connected, and ended, as well as the call duration. |
| Callee Service Name | MasterSlaveService indicates that the callee has a master-slave extension and was alerted on multiple clients. |
Scenario 3: A PSTN caller is answered by a 8x8 Work user on the Virtual Office mobile app.
Joe calls Emily from a PSTN number, and Emily is alerted both on the 8x8 Work for Desktop and Virtual Office mobile app, but answered the call using the Virtual Office mobile app. The CDR for this call shows one leg.
Here is a sample call detail record.
Key metrics in the report are described below. For the detailed glossary, click here.
| Metrics | Details |
|---|---|
| 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, and 2 for a forwarded or transferred call for which this record refers to. |
| Caller Data | Caller data includes caller phone number, name, the device used to make the call, service type, and more. |
| Callee Data | Callee data includes caller phone number, name, the device used to make the call, service type, and more. |
| Answered | Answered live. |
| Call Time Data (Start Time, end time, and duration) | Includes the time call started, connected, and ended, as well as the call duration. |
| Last Redirect Address | Callforking indicates that the callee has a master-slave extension and was alerted on multiple clients. |
| Callee Device Model | VOM indicates that the callee answered the call on the Virtual Office mobile app. |
Scenario 4: Warm Transfer (AKA Consult Transfer)
Joe calls Emily from a PSTN number. Emily answers the call, and wants to transfer the call to Lisa. She initiates a call to Lisa on Line 2. When Lisa answers the call, Emily notifies her about Joe’s call, merges the two calls, and then drops off, establishing a call between Joe and Lisa.
Note: The call on line 2 initiated by Emily to Lisa is a new call and uses a new call ID. However, the Transfer to Call ID is the call ID of the call that initiated the transfer.
Here is a sample call detail record.
Key metrics related to this call flow are described below. For the detailed glossary, click here.
| Metrics | Details |
|---|---|
| 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, and 2 for a forwarded or transferred call for which this record refers to. |
| Caller Data | Caller data includes caller phone number, name, the device used to make the call, service type, and more. Note: The callee in the original call becomes the caller in the add on call. |
| Callee Data | Callee data includes caller phone number, name, the device used to make the call, service type, and more. |
| Answered | Answered live. |
| Call Time Data (Start Time, end time, and duration) | Includes the time call started, connected, ended, as well as the call duration. |
| Transfer to Call ID | The Transfer to Call ID is the Call ID of the call that initiated the transfer. In a consult transfer, the added call displays the Call ID of the original call that initiated the transfer in the Transfer to Call ID. |
Scenario 5: Blind Transfer
Joe calls Emily from a PSTN number. Emily answers the call, and blind-transfers the call to Lisa. The call terminates for Emily. When Lisa answers the call, a call is established with Joe. The CDR for this call shows two legs.
Here is a sample call detail record for a blind call transfer.
Scenario 6: Blind Transfer and Ring No Answer
This scenario is identical to Scenario 5, except that Lisa is unable to answer the transferred call, and the call is redirected to her voicemail. The CDR for this call shows three legs.
Here is a sample call detail record for this scenario.
Scenario 7: Call Via Auto Attendant
8x8 Auto Attendant is a powerful automated call response service that allows callers to direct themselves to their desired destination.
Joe calls the main number of AcmeJets Inc., and is greeted by the auto attendant. "Welcome to AcmeJets, your leading provider of high-quality services." The auto attendant then presents the following options:
- "For the Sales department, press 1." (Directed to a ring group of Sales representatives)
- "For Customer Service, press 2." (Directed to a call queue)
- "To Dial by Name, press 3." (Directed to an extension user)
- "To Dial by Extension, press 4." (Directed to an extension user)
- "To browse contacts, press 5."
Let’s examine the call detail record for some of these options:
- Call Via Auto Attendant to Ring Groups: Joe selects option 1, and is directed to the Sales ring group. The call is answered live by a ring group member. The CDR for this call has three legs. Every call initiated from the ring group service to a ring group member is a child call, and has its own Call ID. The CDR hides these child calls by default.
- Leg 1: Caller calls the main number to be greeted by an Auto Attendant.
- Leg 2: The call is transferred to a ring group and alerts ring group members.
- Leg 3: A ring group member answers the call.
Look for the following data: The Callee Service Name in Leg 2 shows as "RingGroupService," which indicates the call is directed to a ring group. - Call Via Auto Attendant to Call Queues: Joe selects option 2, and is directed to the Support call queue. The call is answered live by a call queue member. The CDR for this call has three legs. Every call initiated from the call queue service to a call queue member is a child call, and has its own Call ID. The CDR hides these child calls by default.
- Leg 1: Caller calls the company main number to be greeted by Auto Attendant.
- Leg 2: Caller calls the call queue.
- Leg 2: A call queue member answers the call.
- Joe selects option 4, and is prompted to enter the desired extension number. After dialing the extension, Joe is directed to Lisa, the desired extension user. Lisa answers the call. The CDR for this call has two legs.
Important: In Leg 1:- Callee indicates the extension number of the Auto Attendant. Example: 445
- Last Redirected Address: Auto Attendant
- Cause: Transfer
- Callee Service Name: AA8x8
