Contents
This table contains data pertaining to outgoing call-legs made from the ACD to agents and other destinations (external destinations, call transfers etc.), and outbound call legs made from the IVR to external destinations.
In particular the following data is recorded:
Incoming calls distributed to an agent - the agent side of the call
Outbound click to dial calls made by agents - the agent side of the call
Outbound calls made by the dialler - the agent side of the call
Outbound calls made to destination numbers (CNumbers) by the IVR
Fields
Field | Type | Meaning |
|---|
Field | Type | Meaning |
|---|---|---|
ID | INT | A unique ID assigned to this call record. |
ServiceNumbersID | INT | The ID of the service number to / from which this call was made. |
StatisticsPartAID | INT | The ID referencing the corresponding record from StatisticsPartA |
ClientsID | INT | The ID of the client to / from which this call was made. |
ContactsID | INT | The ID of the Contact to / from which this call was made. |
ANumber | VARCHAR | The calling party number (inbound) or called party number (outbound) converted to E.164 format as processed by the trunk group settings. |
BNumber | VARCHAR | The called party number (inbound) or calling party number (outbound). |
dtCallStart | TIMESTAMP | The date and time the call was initiated on the agent extension line. |
dtCallAlert | TIMESTAMP | The date and time the call was determined to be ringing. If ringing was never detected, this value is NULL. |
dtCallConnect | TIMESTAMP | The date and time the call was connected (answered by the agent or other destination). If the call was never connected, this value is NULL. |
dtCallEnd | TIMESTAMP | The date and time the call ended at the called agent or destination. If the call has not yet ended or the end of the call was never determined for technical reasons this value is NULL. |
CallSeconds | INT | The number of seconds the call was connected (difference between dtCallConnect and dtCallEnd). As this can be calculated using the timestamp fields available, it should not be used and may be removed in a future release. |
bCallConnected | BOOLEAN | 1 if the call was connected, 0 otherwise. It is recommended not to use this value, but rather to test for a non NULL TIMESTAMP in dtCallConnect instead. This field may be removed in future versions. |
bCallerHangup | BOOLEAN | 1 if the BNumber (called agent or destination) hungup the call, 0 otherwise. |
CauseCodesID | INT | The cause code associated with the end of the call according to ITU-T Q.850. These cause codes are mapped for VoIP according to the following table: SIP Responses / ISDN Cause Codes |
CNumbersID | INT | The number of the CNumber destination number called, if the call was made from the IVR or ACD (group rule external destination). |
CONNRES | INT | The CONNRES for this call. See CONNRES. |
AccountCode | VARCHAR | deprecated. This field may be removed in a future release. |
MachineID | INT | The ID of the jtel Server machine used to process the call. This corresponds to the Machine ID setting (%MACHINE%) in the 8-Server application. |
Line | INT | The logical line number in the jtel Server machine used to process the call. This corresponds to the %LINE% variable in the 8-Server application, and can be seen in the line numbering in the monitor window. |
Controller | INT | The ID of the controller in the jtel Server on which the call was processed. Since in a VoIP environment, this is usually equal to 1, this field has little relevance and may be removed in a future release. |
CallMilliSeconds | INT | The number of milliseconds the call was connected (difference between dtCallConnect and dtCallEnd). As this can be calculated using the timestamp fields available, it should not be used and may be removed in a future release. |
ANumber_AreaCodesID | INT | The ID of the area code found for the ANumber in the AreaCodes table. |
BNumber_AreaCodesID | INT | The ID of the area code found for the BNumber in the AreaCodes table. |
ANumber_CountryCodesID | INT | The ID of the country code found for the ANumber in the CountryCodes table. |
BNumber_CountryCodesID | INT | The ID of the country code found for the BNumber in the CountryCodes table. |
UsersID | INT | The ID of the user who answered (inbound) or initiated (outbound) the call. |
PostCallInterval | INT | The number of seconds the call was in status manual postcall and/or automatic postcall after the end of this call. These values are cumulated for the last call made by an agent, for example if they switch backwards and forwards from / to manual post call the value here will be the cumulated value of all time periods before a new call is received. |
AcdGroupsID | INT | The ID refencing the corresponding record from AcdStatisticsPartB, or NULL if the ACD was not involved in the call. |
ProjectPrefix | VARCHAR | deprecated. This field may be removed in a future release. |
dtWhisperEnd | TIMESTAMP | The date and time the whisper announcement ended after successful connection to an agent extension. If the call ended before/during the whisper announcement, or no announcement was configured, this value is NULL. |
BChannel | INT | The number of the b-channel used to process the call. In VoIP environments this is always -1. This field may be removed in a future release. |
dtEnquiryStart | TIMESTAMP | If the agent puts the call on hold, the date and time of the last time the call was put on hold. |
dtEnquiryEnd | TIMESTAMP | If the agent retrieves the call, the date and time of the last time the call was put on retrieved. For calls that were transferred, this value will be NULL. |
TransferAcdSynonymsID | INT | ID of the synonym used to initiate the call transfer, NULL if a synonym was not involved in the transfer. |
bTransferAgent | BOOLEAN | 1 if this call data record represents a call transferred by an agent to another agent, 0 otherwise. |
bTransferExternalNumber | BOOLEAN | 1 if this call data record represents a call transferred by an agent to an external number, 0 otherwise. |
nSkillReal | INT | The agent's skill level in the ACD group as set when the call was received. |
nSkillAfterCorrection | INT | The agent's skill level in the ACD group as set when the call was received, after a possible correction due to the settings in the ACD agent status. |
dtLastModified | TIMESTAMP | The date and time this record was last modified. |
bMonitored | BOOLEAN | 1 if the agent’s call was monitored by the supervisor and 0 otherwise. |
dtPostCallStart | TIMESTAMP | Internal field for monitoring the start date and time of the automatic post call interval. Note: DO NOT USE THIS FIELD FOR CALCULATION PURPOSES, IT IS USED INTERNALLY AND IT’S VALUE MY CHANGE DEPENDING ON WHAT THE AGENT DOES AFTER THE CALL ENDS. |
dtPostCallEnd | TIMESTAMP | Internal field for monitoring the end date and time of the automatic post call interval. Note: DO NOT USE THIS FIELD FOR CALCULATION PURPOSES, IT IS USED INTERNALLY AND IT’S VALUE MY CHANGE DEPENDING ON WHAT THE AGENT DOES AFTER THE CALL ENDS. |
StatisticsPartOID | INT | The StatisticsPartO ID of the associated record in the database. This feature is of little relevance and is no longer supported. Field may be removed in a future release. |
AcdStatisticsPartBID | INT | The ID refencing the corresponding record from AcdStatisticsPartB, or NULL if the ACD was not involved in the call. |
AcdEventsID | INT | The ID of the associated ACD event if this call was associated with an event. For example, if a click to dial call is made from an event, the relation to the event will be recorded here. NULL if no event was associated with the call. |
ApplicationsID | INT | The ID of the application used to process the call (relates to the distinction IVR, Conference, ACD). As this field has little relevance as applications may be freely chained together, it may be removed in a future release. |
bOutbound | BOOLEAN | 1 if this call record pertains to an outbound call initiated from the jtel System (i.e. a dialler call or a click to dial call). 0 if it was an inbound call distributed to an agent or to a destination by the IVR, or if it was a call transfer. |
StatisticsPartBOrigin | INT | When a call is transferred from an agent to another agent, ACD group or external destination, the ID of the StatisticsPartB record that originated the call transfer. NULL otherwise. |
UsersProfilesID | INT | The ID of the UserProfile the agent was logged into when the call was made. NULL if this call record does not pertain to an agent call. |
OriginUsersID | INT | The UsersID of the transferring agent, if this record pertains to a call transfer from agent to agent. NULL otherwise. |
OriginUsersProfilesID | INT | The ID of the UserProfile the origin agent was logged into when the call was transferred, if this call pertains to a call transfer from agent to agent. NULL otherwise. |