AltiGen MAXCS 7.0 CDR - Manual (Page 15)

CDR Overview
CDR Manual 11
CDR Overview
Ring No Answer Configurations and VM
Agents sign on to workgroups and answer calls. On occasion, an agent
might be signed on but walk away from their station. Under these
conditions, MaxAdmin allows the administrator to define what MAXCS
should do if it encounters a Ring No Answer condition on a phone.
For example, the call can be sent to voice mail, to another agent, back to
queue, or to auto attendant/IVR. How this configuration is set up
determines the types of CDR records that will be recorded for this
condition. Since MAXCS tracks all incoming calls from a trunk to an
extension, this also applies to calls routed to regular extensions, not just
workgroups.
Login and Logout
The CDR records database also supports a special record type. This record
type records when agents login and logout from a workgroup. The
information tells only when the action has taken place and which agent
logged in and out. Therefore, a reporting program should always check to
see if the record it is using or examining is for login/logout or for tracking
the nature of a call. An agent login/logout record should have the agent’s
extension number and PAD information.
Changing Time Settings
If an administrator changes the time setting in Windows, it will affect active
calls’ CDR records. It may cause large, negative or zero talk time in CDR
records.