Altigen AltiContact Manager Version 4.6 Especificaciones descargar pdf (Pagina 518)

RTM Data Schema

A-10 AltiContact Manager Administration Manual

InCallDurati

on

Duration of incoming calls

(NumInCall), starting from the

time an agent answers a call

until the call is disconnected or

transferred out of the WG

ULONG * Calls Answered

Duration

NumOutCall All outgoing trunk and station-

to-station calls that entered

“Connected” state

short * Outgoing Calls

OutCallDurat

ion

Duration of outgoing calls

(NumOutCall); from the time

the call enters “Connected”

state until disconnect

ULONG * Outgoing Calls

Duration

NumCallToV

M

Count of voicemail messages

(calls transferred to VM from

queue by caller pressing #, and

calls automatically transferred

to WG VM after RNA for every

agent)

short * Calls Transferred

to Voice Mail

NumCallAba

ndoneDuring

Ring

Count of calls abandoned while

ringinganagent

short A

* Calls Abandoned

During Ring

NumCallAba

ndonedInQ

Count of calls abandoned while

waiting in queue

short B

* Calls Abandoned

in Queue

NumCallAba

ndoneBefore

Answer

Total abandoned calls (during

VM, queue, and RNA)

short C

C–A–B=

* Calls Abandoned

during VM

NumQueueO

verflow

Calls routed to the WG but not

queued due to AltiAdmin

settings that specify acceptable

queue length and/or wait time

short *QueueOverflow

BeforeAnswe

rDuration

Time calls waited in queue

before being answered

ULONG *WaitTimefor

Answered Calls

DurationInQ

OfCallAband

one

Total wait time of all calls

abandoned in queue

(NumCallAbandonedInQ)

ULONG *WaitTimefor

Abandoned Calls

Table 4: RTM Data Format

Database

Element

Definition Type Specification/

*CDRClientField

1 2 ... 513 514 515 516 517 518 519 520 521 522 523 ... 575 576

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