AltiGen MAXCS 7.0 CDR - Manual (Page 48)

Example Call Sequences and their Effect on CDR Records
44 CDR Manual
Example Call Sequences and their Effect on
CDR Records
One objective of the CDR record is to track the talk time of agents and
individuals for incoming and outgoing calls. Many call sequences are
possible. The following are examples of inbound and outbound calls to a
call center and sequences of recorded results in the CDR Detail report:
Example 1—Ext. 102 calls Operator, Operator transfers Ext. 102 to Ext.
309, Ext. is connect to Ext. 309. The result is three sessions logged for this
event.
Figure 1. CDR record sessions for Example 1
Example 2—External party calls and connects directly to Ext. 105. The
result is one sessions logged for this event.
All trunks busy for workgroup
trunks (for outbound calls)
Set Type to All Trunks Busy
Enter Workgroup Number, select
Outbound
Set Sort By to N/A
All Unanswered Calls by Agent
Set Type to Unanswered
Enter Workgroup Number, select Both
Set Sort By to Agent
To run a search on: Use these fields and settings: