AltiGen comm MAXCS 87 CDR Manual

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Glossary
A
Abandonment - Incoming call where the caller decides to disconnect before 
completing a call processing state in the phone system: listening and handling auto 
attendant, while waiting in queue, or while in voice mail. (See also short calls.) 
Account Code - A number entered by a caller to represent how the call should be 
tracked or billed.
Agent - A service representative who consistently handles customer inquiries of all 
types.
Agents Signed On - Number of agents, signed on to the phone system to be agents, 
using their phone to sign-on.
All Trunks Busy - An All Trunks Busy record should have dialing extension in 
party1, dialing number in Trunk Remote Number. If the call is made by out call 
routing, out call route and overflow routes should be set.
All Trunks Busy means that there were no free outgoing trunks av a i l a b l e  f o r  a  g i v e n  
route.
Analog - Telephone lines going to the central office (trunks) and/or telephone lines 
going to the phone system desktop phonesets using standard analog 
communication; voltage variations represent voice signals.
ANI (Automatic Number Identification) - The phone number of the person or site 
making a phone call to the system. ANI is provided on T1/PRI circuits only, and 
represents the billing number of the caller, not necessarily the phone number. For 
example, ANI for people calling from a company.
ASA (Average Speed of Answer) - The amount of time, on average, that a company 
wants to answer incoming calls. Also, the actual average amount of time it takes 
before a caller is answered by an agent.
Auto Attendant Duration - The amount of time a caller is listening and responding 
to call processing steps in the phone system auto attendant process.
Average Call Duration - The average amount of time calls are taking from phone 
system answer to phone system disconnect.
C
CallerID - The phone number of the calling party. CallerID differs from ANI in that 
CallerID is the phone number of the phone from which the caller is calling as 
opposed to the billing number for the phone. If a caller is calling from a business, 
the CallerID will be different from the ANI number, in most cases. 
						

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Calls in Queue - The number of calls waiting in a queue for an agent or answering 
device.
Carrier - Voice telephone network provider such as AT&T, MCI, and Sprint.
Carrier # - The 10XXX dialed number which is used by a caller or the system to 
inform the local switching system which Carrier has been selected to handle the 
phone call. For example, AT&T is 10288.
CLID (Caller Line Identification) - European term for CallerID.
D 
Disconnect - When a call disconnects from the phone system; if an extension 
disconnects first, then…; if a incoming caller disconnects first, then…
DNIS (Direct Number Inward Service) - The phone number dialed by the caller. 
Usually companies purchase a block of DNIS numbers from the local central office 
so they may give customers direct access to key employees. DNIS numbers can be 
800 numbers, which represent specific types of service offered to the public by a 
company. DNIS numbers, in call centers, therefore, can conceptually be regarded 
as applications.
Call Duration (Duration) - Average amount of time a call takes from phone 
system answer to phone system disconnect.
E
Exit State - The state of the call in the phone system when the caller decided to 
disconnect. The nominally correct exit state is when a caller disconnects during 
conversation with a person or after leaving a voice message. Exit state numbers help 
reporting tools describe the total calls that were abandoned early as well as normal 
calls.
ExitQ - When the call exited a workgroup queue.
ExitVM - When the call exited voicemail.
Extension - The phone number of a phone on the phone system. MAXCS has 
extension numbers representing phonesets (analog, IP), virtual extensions (logical 
locations), and workgroups (queues for agents).
H
Handled Calls - The number of calls actually processed successfully to a normal 
disconnect exit state. For example, answered by a person, or the person completed 
a voice message or listening to a prompt.
Handled WG - The number of calls handled by a workgroup in the phone system. 
						

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I
In WG Average Duration - The amount of time, on average, calls spent waiting 
for a free agent while in a queue.
Inbound - Calls arriving into the phone system over trunks, either public or private 
tie trunk lines.
IP (Internet Protocol) - IP is used to represent the concept and practice of 
encapsulating voice into data packets carried on data networks, both private and 
public, including the Internet.
IP Extension - An extension within the MAXCS phone system based on 
encapsulated voice connections (IP voice) as opposed to analog phonesets. AltiGen 
supports physical and IP phone sets.
IP Trunk - A digital connection to a LAN or Wide Area Network (WAN) that can 
handle IP encapsulated voice transmissions.
L
Line - Pairs of wires that carry voice over analog circuits to the central office (i.e., 
trunks). Sometimes also used as station lines (extensions) and trunk lines (trunks).
Log-off with reason code - An agent can log out of a workgroup because they have 
a lunch break, classes, or other reasons. The manager establishes the meaning of 
numeric codes, and the system records them when used.
M
MaxWaitTime - The maximum amount of time a call has waited in queue to be 
handled.
Minutes (outbound) - While many fields may represent duration in minutes or 
seconds, in this case the use of minutes is the number of billable minutes for phone 
calls. This is particularly of interest for outbound phone calls, and is useful for 
billing comparisons.
N
NodeID - The MAXCS system number (from 0–128) that was assigned to a given 
system in MaxAdmin. The number is used to separate CDR records from different 
AltiServ systems when the records are collected jointly at one site using one 
database server for consolidated reporting. 
						

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O
Outbound - Calls placed by users of the phone system to the outside world over 
public or private trunk circuits within the MAXCS system including analog, digital, 
and IP types.
Outbound Workgroup - Outgoing calls placed by a workgroup agent who is 
assigned and logged in to an Outgoing Workgroup.
OutCall Routing - Calls dialed on the system can be processed by the system using 
routing tables. The routing tables and their configuration options are referred to 
generically as outcall routing. Outcall routing permits companies to restrict the 
types of outbound calls, change their dialing pattern, determine the type of trunk to 
be used, and determine the type of carrier to be used.
Overflow Calls - Calls that cannot be handled by a primary service and spill over 
to an alternative service. In the case of MAXCS, this applies to outgoing calls 
finding all trunks busy for a given route table.
P
PAD - A Physical ADdress generalized to represent the physical slot on the 
processor chassis where an interface board is located, and the channel assigned on 
that interface board represents an extension or trunk port.
Party1 - Party1, found in the database schema, represents the first extension 
originating an outbound call or answering a incoming call from a trunk. In a call 
center, Party1 is typically the first agent to answer the caller.
Party2 Party2, found in the database schema, represents the second extension 
answering an incoming call as the result of receiving the call via a call transfer or 
call pick-up. In a call center, Party2 is typically the second agent (often a 
supervisor) who answered the call. 
Note:Party2 accumulates the call handling time for any additional successive 
call transfers or call processing. Therefore, the times shown for Party2 can 
represent more than one additional extension to have handled an incoming 
call. The “MoreThan2WG” CDR field will indicate if the Party2 field 
represents multiple extensions handling the call after the first Party1 agent.
PRI - ISDN Primary trunks
Project OutCalls - MAXCS provides some, not all, of the features businesses find 
useful in shared project environments. 
						

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One supported area is tracking who placed an outbound call by business name or 
dialing plan. This name is called the project name, is configured in MaxAdmin 
under each extension, and is placed in the CDR record each time that particular 
extension places an outbound call. The field is multi-purpose, so it can also be used 
by businesses wanting to track calls by department for bill-back purposes. Mixed 
use is not supported, for example, project and department.
Q
Queued Call - A call that has entered the queue as a result of not finding any free 
agents in a workgroup or for an extension and must now wait for an extension to 
become free. The queue duration associated with a queued call includes the ringing 
time of the target extension.
R
Reason Code - A number, from 0–255, that was entered by a workgroup agent 
using the MaxAgent application to indicate the reason they made themselves 
unavailable to receive calls even though they may be scheduled for work. For 
example, code 20 could represent a lunch break.
RNA (Ring No Answer) - the condition when a call reaches an extension and the 
called extension does not answer. This can be true for any type of call to any 
extension. However, within a call center, failure to reach an agent whose phone is 
in the “signed-on and idle” state, getting an RNA is a problem. Calls getting an 
RNA from an agent phone will be sent back to the queue (this is configurable) in 
most cases. The agent's phone will then be taken out of service.
Route Name - The name of an outbound (outcall) route table entry. This is useful 
to identify the type of routing treatment that was given to a call.
Route Table - A set of outbound call routing choices, provided by MAXCS within 
outcall routing, are defined within a route table. The route table identifies the trunks 
that should be used for calls assigned this route table. It also provides for how the 
dialed number should be modified, if at all, and whether the number needs to be 
preceded by a carrier code such as 10XXX.
Route Table Name - Same as Route Name. Route Table Name is the name 
assigned to the route, and Route Name is the same name shown in reports under the 
title Route Name.
Routes - Route is the selected trunk to carry a phone call to the outside world. Route 
Tables determine which routes should be used and how to use them. If one route is 
too busy (no trunks available), then the Route Table can be configured with an 
alternative choice. Ultimately, the call takes a single, final route. 
						

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S
Score - This may or may not be found in the reports created within Call Analyst 
depending on applications created by the customer, not Call Analyst or AltiGen. 
Score is a number that represents how well a supervisor believes an agent has 
handled a particular call that the supervisor has silently monitored. Using the 
UserDefined fields provided in MAXCS's ActiveX AltiLink protocol and in its 
CDR data schema, a customer can associate a score with a call. 
Note:This is a custom implementation.
Service Level% - The percentage of calls meeting the expectation for service set 
by the owner of the call center system. 
When reported in the AltiClient screens, Service Level% is a real time snap shot of 
any given exact moment in the workgroup queue of calls meeting or exceeding 
performance.
When reported in other custom reporting packages based on historical CDR data, 
the service level will represent the average over a given time interval defined by the 
program.
Service level is the number of calls waiting less than a threshold time interval 
divided by the total number of calls in queue over the same interval. The threshold, 
which is the maximum amount of time the company would like a caller to have to 
wait for an agent, is configurable in MaxAdmin.
Note:See also data schema descriptions.
Session ID Number - A unique number, usually 9-digits or larger, assigned by 
MAXCS to a call. This number uniquely identifies a call. If an incoming call is 
transferred by an agent to an outside trunk, then an additional new CDR record is 
created; however, this additional record retains the same SessionID. This permits 
reporting programs to combine CDR records for the same call.
SignOff - The timestamp when a workgroup agent signed off from the workgroup.
SignOn - The timestamp when a workgroup agent signed on to the workgroup.
SignOn Duration - The difference between Sign-on and Sign-off pairs; times in 
closest proximity. An agent can sign on and off more than once each day, so there 
may be multiple such pairings in the CDR database.
Spillover - Overflow from one route table to the next.
T
T1 - T1 is a digital facility from the phone system (customer premise) to the central 
office, or from one CPE site to another between systems (T1 tie trunks). Voice is 
encoded as zeros and ones on a channel (i.e., conceptual trunk) using industry 
standard encoding. 
						

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Talk Duration - The amount of time, totaled or averaged, that an extension services 
an incoming or outgoing call. Average talk durations are useful in call centers to 
measure how well an agent handles callers.
Threshold - The maximum amount of time a company wants an incoming caller to 
wait before they are serviced by an extension (an agent). This is related to service 
level, and is expressed as “we want calls be serviced 90% of the time (service level) 
in less than 20 seconds (threshold).”
Transferred Calls - Calls transferred to an extension, another workgroup, auto 
attendant, voice messaging, or an outgoing trunk.
Trunk - The conceptual term for a voice connection to the outside world, such as 
the central office or another site. When analog circuits are involved, the physical 
wire pair is called a trunk.
When digital circuits are involved, the trunk is a logical, dedicated channel on the 
digital connection.
When IP trunks are mentioned, it means a data packet with a specific destination IP 
address, being sent out on a LAN or WAN.
Trunk PAD Number - The board and channel numbers respectively: “0102.” 
Trunk Remote Number - 
• The target phone number of an outgoing call, or
• The CALLID/ANI for an incoming call, or
• The IP address of the target far-end system for either incoming or 
outgoing IP calls.
Note:The use of “trunk” is a misnomer.
Transfer-Trunk Number - If a call is transferred by an extension to a phone 
number outside the phone system, then the target phone number is placed in this 
field.
U
URL - If a caller enters the system via the Internet using AltiGen’s AltiWeb 
software (Web Button) then this field will contain the URL address for the caller 
accessing the system.
User Data - 
• If a call is processed via auto-attendant and information is collected 
and offered to an external application using the DDR function in auto-
attendant, then the external application can populate this field with 
information about the call, collected or otherwise. 
						

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• The structure of user data is an array or buffer of name-value pairs. 
You can have as many pairs as you wish, but the total buffer is only 
128 bytes long. A name-value pair is your own field name followed by 
the field value. Each name-value pair is separated from others by an @ 
character. 
• User data can be loaded into messages sent to the system via AltiGen’s 
ActiveX control, AltiX.
• User Data can be received within messages sent by AltiServ to an 
external application via the auto-attendant DDR step and received by 
an application using AltiGen’s ActiveX control, AltiX.
• User data is preserved when calls are transferred between extensions, 
and between extensions across multiple MAXCS systems.
• User data is useful for screen pops and automated processing 
application.
The customer needs to employ a system integrator in order to implement the use of 
User Data.
V
VM Box Extension - The voice message mailbox is an extension number where 
calls are sent to leave messages. VM box extensions are used for workgroups in call 
centers as well as the standard uses for individuals.
VM Start Time - The time a call enters the voice mail system to potentially record 
a message.
W
WorkGroup - The workgroup is an extension representing a collection of 
individual extensions, such that each of these individual extensions can service a 
call arriving at the workgroup extension number. If none of these extensions is 
available at the time a call arrives, then the call is queued for this particular 
workgroup—a workgroup queue.
In the call center sense, the workgroup can be configured for longest available agent 
queuing.
Wrapup Duration - The amount of time an agent takes to handle transaction 
information on another system or on paper after handling a caller. Once the caller 
disconnects, the agent's phone can be configured to be “unavailable” to the 
workgroup queue for a fixed or variable period of time even though the agent's 
extension is still signed onto the queue. This allows the agent time to wrap up. 
						

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The wrapup time can be a fixed number of minutes after which the agent is forced 
back into taking calls, or it can be variable, controlled by MaxAgent, where the 
agent “releases” their phone for the next call. The settings can be designed to allow 
agents to control the wrapup time until a limit occurs (the fixed time). 
						

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