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Definitions for Call Detail Records in Virtual Office Analytics
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Definitions for Call Detail Records in Virtual Office Analytics

Question

What are the definitions in Virtual Office Analytics call detailed records?

Applies To

Virtual Office Analytics

Answer

Please see table below for definitions.

Column Description
Call ID A unique call identification number that identifies all legs of the original call.
Leg ID Identifies the leg of a call—a hop number such as 1 for direct, 2 for forwarded or transferred call for which this record refers to.
Start Time The time a call starts. Call starts as soon as caller goes off hook to dial.
Answer Time The time when the call is answered.
Stop Time The time the first party disconnects the call.
Talk Time Duration of the live call (Stop Time minus Answer Time) including the hold time.
Caller The phone number of the caller.
Callee The phone number of the called party.
Direction Indicates the direction of the call as incoming or outgoing.
Cause Reason for a call: Normal, Redirected, Transfer, and Conference.
Status Indicates the status of a call as In Progress (dialing, talking, redirected) or Completed (ended).
Parent Call ID Parent call identification number of a complex (transferred, forwarded, or conference) call. Searching by a Parent Call ID collects call details of all legs of a complex call.
Transfer to Call ID Call identification number to which a call is transferred to. If a call is transferred to a second call, it has a different call ID. The second call will have a Transfer To Call ID with the value of the first call's Call ID.
Caller Name Caller Name of the extension from which the call originated.
Callee Name Name of the called party, if available.
Caller Device ID The device identifier unique to the device of the caller.
Callee Device ID The device identifier unique to the device of the called party, if it is available.
Caller Device Model Device Model used by the caller in this leg of the call.
Callee Device Model Device Model used by the called party in this leg of the call.
Caller ID Transmitted caller number or name.
Missed Indicates if the call is missed. It includes calls that reached voicemail or were abandoned.
Abandoned Indicates if the call is abandoned by the caller before it is answered or handled in this leg of the call (for this CDR or Call Detail Record).
Answered Indicates whether the incoming call was answered live (not including those answered by voicemail). It also includes outbound calls that were connected (answered by caller, auto-attendant, voicemail) for this leg of the call. Complex calls are represented by multiple CDRs. Each CDR represents one leg of the call. Answered means something different depending on the leg of the call. An incoming call to an AA is considered answered by the AA in the initial leg. If the call is then redirected from the AA to an extension, it is only considered answered if it is answered live (not if it is answered by voicemail). An outgoing call (outside the PBX) is considered answered in any way (live, AA, CQ, RG, VM, etc.) since the type of answer is not always available.
Caller Service Name Service Names include Auto Attendant, Ring Group Service, ACD Operator Service, Master Slave Service, One Number Access, Click to Dial.
Caller Service Type Service Types include Custom, Virtual Extension, Voicemail, Auto Attendant, and Call Park Extension.
Callee Service Name Service Names include Auto Attendant, Ring Group Service, ACD Operator Service, Master Slave Service, One Number Access, Click to Dial.
Callee Service Type Service Types include Custom, Virtual Extension, Voicemail, Auto Attendant, and Call Park Extension.
Last Re-Direct Number The number of the last party that redirected the call.
Last Re-Direct Type Indicates whether the call is a normal extension call, directed to a queue, ring group, or etc. Possible values are 1 = Normal Extension, 3 = Ring Group, 4 = Queue, 5 = Virtual Extension, 6 = Media Service (such as Voicemail, Auto Attendant, Master slave), and 7 = Call Park Extension.
Call Time Total duration of this leg of the call.
Caller Hold Duration The length of time that the caller placed the call on hold.
Callee Hold Duration The length of time that the called party placed the call on hold (if known).
Callee Disconnect On Hold Indicates whether the called party disconnected while on hold (True or False values).
Caller Disconnect On Hold Indicates whether the caller disconnected while on hold (True or False values).
PBX ID Caller's PBX ID.
SIP Call ID SIP Call ID for this call.

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