Call List (Abandoned Calls)

Call List (Abandoned Calls) #

The table below shows which fields are available on the Call List (Abandoned Calls) template.

Information Circle info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.

Call Costs #

Field Name Description Default Field?
Has Been Rated The call has been rated.
Rate Band The rate time band that this was was matched to.
Rate Cost The rated cost of this call or call segment.
Rate Name The name of the rate that this was was matched to.

Call Info #

Field Name Description Default Field?
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Area Code The area code for the Caller ID number.
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent.
Call Type The type of call, either Internal (intercom [IC]) or External.
Caller ID Name The name provided by the network provider as being associated with the Caller ID.
Country The country for the Caller ID number.
DID Name The name provided by the communications system as being associated with the Direct Inward Dial number for the call.
DID Name/Presentation Name The DID name or the presentation number name.
DID/Presentation Number The DID number or the presentation number.
Direct Inward Dial The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number.
Location The location for the Caller ID number.
Matched The call has one or more contact matches.
Number Type The type (Local, National or International) for the Caller ID number.
Outside Number The telephone number associated with this call. This applies to external calls only.
Recorded Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call.
Route Path Name The Contact Name with the addition of any route information which has been pre-pended by the PBX.
Route Path Number The Outside Number with the addition of any route information which has been pre-pended by the PBX.
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.
State The state/province for the Caller ID number (NANPA region only).

Call Info (Advanced) #

Field Name Description Default Field?
Call ID The telephone system's unique ID for this call.
Document ID Document ID.
Hang-up Cause The call Hang-up Cause provided by the communications platform.
Interaction ID The PBX Interaction ID.
Media Server The media server that handled the call on the PBX.
SIP Call ID The unique SIP Call ID for the call leg.

Call Times #

Field Name Description Default Field?
Answer Time The time and date that this call or call segment was answered. This will be empty if the call was not answered.
End Time The time of day that this call or call segment ended.
Ring Time The ring duration of the call or call segment.
Start Time The time the call or call segment started ringing.

Contact Info #

Field Name Description Default Field?
Company Name The company name of the matched contact.
Contact Name The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1 The data from tag field 1 of the matching contact record for this call.
Contact Tag 10 The data from tag field 10 of the matching contact record for this call.
Contact Tag 2 The data from tag field 2 of the matching contact record for this call.
Contact Tag 3 The data from tag field 3 of the matching contact record for this call.
Contact Tag 4 The data from tag field 4 of the matching contact record for this call.
Contact Tag 5 The data from tag field 5 of the matching contact record for this call.
Contact Tag 6 The data from tag field 6 of the matching contact record for this call.
Contact Tag 7 The data from tag field 7 of the matching contact record for this call.
Contact Tag 8 The data from tag field 8 of the matching contact record for this call.
Contact Tag 9 The data from tag field 9 of the matching contact record for this call.
CRM ID The reference of the matched contact in an external CRM system.
Email The email address of the matched contact.
Job Title The job title of the matched contact.

Users / Devices #

Field Name Description Default Field?
Account ID The ID of the communication system being monitored.
Account Name The name of the communication system being monitored.
First Rang Agent Name The name of the first agent the call rang at.
First Rang Agent Number The number of the first agent the call rang at.
First Rang Device Name The name of the first device the call rang at.
First Rang Device Number The number of the first device the call rang at.
First Rang Group Name The name of the user group where the call first rang at.
First Rang User Name The name of the first user the call rang at.
First Rang User Number The number of the first user the call rang at.
Last Rang Agent Name The name of the last agent the call rang at.
Last Rang Agent Number The number of the last agent the call rang at.
Last Rang Device Name The name of the last device the call rang at.
Last Rang Device Number The number of the last device the call rang at.
Last Rang Group Name The name of the user group where the call last rang at.
Last Rang User Name The name of the last user the call rang at.
Last Rang User Number The number of the last user the call rang at.
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.
Trunk Name Trunk name involved in the call or call segment.
Trunk Number Trunk number involved in the call or call segment.

Filter Fields #

This section outlines which filter fields can be used on the Call List (Abandoned Calls) template.

Field Name Description
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.
Device Name The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device.
Device Number The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device.
User Name The name of the user involved in the call or call segment.
User Number The number of the user involved in the call or call segment.