Avaya call logging


Следующие данные будут записаны при протоколировании звонков с Avaya CMS (Split Feed). Программа может извлекать несколько полей с данными: Date and time, ACD, The number of the split number to, The number of POSITIONS that are currently logged in, The number of agents that are currently available in this split/skill, The number of agents that are currently in ACW for this split/skill, The number of agents that are currently doing OTHER work, The number of agents that are currently in AUX work for all splits/skills, The number of agents that are currently on inbound and outbound ACD calls to this split/skill, The number of agents that are currently on AUXOUT calls with an ACD call on hold for this split/skill, The number of agents that are currently in AUX work or AVAILABLE with an ACD or AUXIN, The talk time of all AUXOUTOFFCALLS not including HOLDTIME, The talk time of all AUXOUTCALLS, The length of time that split/skill ACD callers spend on hold, The length of time during the collection interval that agents are in AUX in this skill, The length of time during the collection interval that agents were available for calls from this split/skill, The length of time during the collection interval that agents were logged in, The length of time that is spent by callers in queue or Ожидания ответаing before an agent answers the call, The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME but does not include HOLDTIME, The length of time that callers waited in queue and Ожидания ответаing at an agent's teleТелефон before abandoning the call, The length of time that agents spend in ACW that is associated with ACDCALLS, The communication server-provided rolling average speed of answer for this split/skill, The number of seconds that the oldest split/skill ACD call has waited in queue or Ожидания ответаing, The number of split/skill ACD calls that are currently waiting in queue, The number of CALLSOFFERED that are abandoned while in queue or Ожидания ответаing at an agent position, The number of CALLSOFFERED calls that are answered by an agent in the split/skill, The number of ACDCALLS that are answered by an agent within the predefined acceptable Служба level, The number of calls that queued to the split/skill and that completed during the interval, The number of ACDCALLS that are transferred to another Конечный, The number of outbound Расширение calls that are placed by agents while they are in AUX or AVAILABLE, The number of AUXOUTCALLS that are placed to a Конечный outside the communication server, The number of ACDCALLS that are conferenced at least once, The number of split/skill ACD calls that are placed on hold at least once, The number of split/skill ACD calls for this split/skill that are currently on hold at agent Станцияs, The number of calls offered to this split/skill that do not abandon and are not answered by an ACD agent for this split/skill.


Ваша телефонная станция (АТС) генерирует и выводит пакет данных (информацию о вызове) после каждого звонка, который проходит через вашу АТС. Эта запись содержит всю важную информацию о каждом вызове, включая кто и когда сделал вызов, его длительность и номер вызываемого абонента.

Записи с информацией о звонках от Avaya CMS помимо информации о вызывающей и вызываемой стороне, длительности вызова, также может содержать дополнительную информацию о времени звонка до поднятия трубки, номер транка, авторизационные коды и т.п.

Обычно наша программа соединяется с Avaya CMS и используется для протоколирования истории вызовов. В результате чего в базе данных получаются готовые данные для последующего использования, например, в программе построения отчетов.


Avaya CMS


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Замечание: Продукты и компании, указанные здесь используются только для обозначение и идентификации и могут быть торговыми и/или зарегистрированными марками соответствующих компаний.