
7.Connection — This column indicates where the call was for each event. This includes Auto Attendants, Voicemail, extension ringing or queuing. ‘RCO‘ indicates that multiple extensions are ringing.
Exxx = Connected to Extension xxx
(xxx =
(xxx =
(xxx =
(xxx =
COxx = Forwarded out on Line xx. (See “10. Line” below for more details).
8.Phone Number — This column displays the phone number of the inbound caller (if available) or the outbound caller.
9.Name — This column displays the name of the caller (if available).
10.Line — This column indicates on which Box and Line the call came in or out. The format of this information is Box # then Line #. Lines
11 — Box 1, Line 1
23 — Box 2, Line 3
16 — Box 1, VoIP 2
11.Account Number — This column contains an account number that the user can assign after a call. This allows you to group calls together that may have been placed over time to calculate the total amount of time spent with a particular customer. The account number can be a numerical
code up to 15 digits in length. To assign an account number after a call has been completed, dial * 8 8 + <Account Number> + # .
If Direct Line Access is enabled on an extension, dial * 8 8 + <Account Number> + # .
The data can easily be imported into any call management software or an Excel spreadsheet as a delimited text file. After the import, the data can be grouped and tallied based on the criteria set forth.
Example: |
|
| |
1. | Total line usage for a day | 4. | Average call times |
2. | Number of inbound calls | 5. | Number of calls per line |
3. Wait times
C A L L D E T A I L R E C O R D L O G G I N G | 1 1 7 |