| Field Name |
Description |
Default Field? |
| Trunk Peak Usage |
The maximum number of trunks in use at any time within the given time period. |
✔ |
| Trunk Peak Usage Incoming |
The maximum number of trunks in use at any time within the given time period for Incoming Calls. |
✔ |
| Trunk Peak Usage Outgoing |
The maximum number of trunks in use at any time within the given time period for Outgoing Calls. |
✔ |
| Trunk Percent Usage |
The maximum percentage of the available trunks in use at any time within the given time period. |
✔ |
| Trunk Percent Usage Incoming |
The maximum percentage of the available trunks in use for Incoming Calls at any time within the given time period. |
✔ |
| Trunk Percent Usage Outgoing |
The maximum percentage of the available trunks in use for Outgoing Calls at any time within the given time period. |
✔ |
This section outlines which filter fields can be used on the Trunk Usage template
| Field Name |
Description |
| Abandoned |
An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. |
| Account ID |
The ID of the communication system being monitored. |
| Account Name |
The name of the communication system being monitored. |
| Agent Name |
The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. |
| Agent Number |
The Agent Number (Presence ID) of the Agent. |
| Answered |
Indicates whether the call or call segment was answered or not (Yes or No). |
| Call Duration |
The total duration for this call or call segment including ring, hold and talk durations. |
| Conference |
The call was part of a conference. |
| DDI Name/Presentation Name |
The DDI name or the presentation number name. |
| DDI/Presentation Number |
The DDI number or the presentation number. |
| Direct Inward Dial |
The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number. |
| Hold Time |
The total time this call segment spent on hold. |
| Outside Number |
The telephone number associated with this call. This applies to external calls only. |
| Parked Time |
The total time this call segment spent parked. |
| PBX Type |
The type of PBX the call was made on. |
| Queue Name |
The name of the queue the current call segment was presented from. |
| Queue Number |
The number of the queue the current call segment was presented from. |
| Ring Time |
The ring duration of the call or call segment. |
| Short Answered |
A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. |
| Short Ringing |
A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
| Start Time |
The time the call or call segment started ringing. |
| Talk Time |
The duration this call segment was in the answered state. |
| User Group Name |
The name of the user's primary group. |