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CALL DETAIL RECORD LOGGING 117
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 = 111-118, 121- 128, 131-138, 141-148)
Axxx = Connected to Auto Attendant 00x (x= 1 to 9)
Rxxx = Ringing at Extension xxx
(xxx = 111-118, 121-128, 131-138, 141-148)
Qxxx = Queued at Extension xxx
(xxx = 111-118, 121-128, 131-138, 141-148, 300-309)
Mxxx = Connected to Voice Mailbox xxx
(xxx = 111-148, 211-248, 410-449)
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 1-4 are
PSTN lines and 5-8 are VoIP lines. Example:
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
2. Number of inbound calls
3. Wait times
4. Average call times
5. Number of calls per line
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