The table below shows which fields are available on the Call List (Trunk-Trunk) template.
Field Name |
Description |
Default Field? |
Abandoned |
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. |
|
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. |
✔ |
Caller ID Received |
Indicates whether a Caller ID was received for the call (Yes or No). |
|
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. |
|
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. |
|
Outgoing Caller ID |
The telephone number presented on an outgoing call. |
|
Outgoing Caller ID Name |
The name presented on an outgoing call. |
|
Outside Number |
The telephone number associated with this call. This applies to external calls only. |
✔ |
Overflowed In |
Indicates whether the call overflowed in from a queue or group. |
|
Overflowed Out |
Indicates whether the call overflowed out to another location. |
|
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). |
|
Transferred In |
Indicates whether the call was transferred in from another device. |
|
Transferred Out |
Indicates whether the call was transferred out to another device. |
|
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. |
|
Call Duration |
The total duration for this call or call segment including ring, hold and talk durations. |
✔ |
End Time |
The time of day that this call or call segment ended. |
|
Hold Time |
The total time this call segment spent on hold. |
|
Parked Time |
The total time this call segment spent parked. |
|
Ring Time |
The ring duration of the call or call segment. |
✔ |
Start Time |
The time the call or call segment started ringing. |
✔ |
Talk Time |
The duration this call segment was in the answered state. |
✔ |
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. |
|
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. |
|
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. |
|
Answering Agent Name |
The name of the first agent that answered the call (if applicable). |
|
Answering Agent Number |
The number of the first agent that answered the call (if applicable). |
|
Answering User Name |
The name of the first user the call was answered by. This will be empty if the call was not answered. |
|
Answering User Number |
The number of the first user the call was answered by. This will be empty if the call was not answered. |
|
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. |
|
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. |
|
Transferred From Agent |
The number of the agent the call was transferred (or overflowed) from. |
✔ |
Transferred From Agent Name |
The name of the agent the call was transferred (or overflowed) from. |
✔ |
Transferred From Device |
The number of the device the call was transferred (or overflowed) from. |
|
Transferred From Device Name |
The name of the device the call was transferred (or overflowed) from. |
|
Transferred From User Name |
The name of the user the call was transferred (or overflowed) from. |
✔ |
Transferred From User Number |
The number of the user the call was transferred (or overflowed) from. |
✔ |
Transferred To Agent |
The number of the agent the call was transferred (or overflowed) to. |
|
Transferred To Agent Name |
The name of the agent the call was transferred (or overflowed) to. |
|
Transferred To Device |
The number of the device the call was transferred (or overflowed) to. |
|
Transferred To Device Name |
The name of the device the call was transferred (or overflowed) to. |
|
Transferred To User Name |
The name of the user the call was transferred (or overflowed) to. |
|
Transferred To User Number |
The number of the user the call was transferred (or overflowed) to. |
|
Trunk Name |
Trunk name involved in the call or call segment. |
|
Trunk Number |
Trunk number involved in the call or call segment. |
|
User Group Name |
The name of the user's primary group. |
|
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. |
|