AltiGen MAXCS 7.0 Update 1 CDR User 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: