An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Answered
Indicates whether the call or call segment was answered or not (Yes or No).
Area Code
The area code for the Caller ID number.
Billing Code
The billing code that was set against this call.
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.
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).
This section outlines which filter fields can be used on the Call List (Unreturned Abandoned Calls - no filter) 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.
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.
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.