Trunk Usage #

The table below shows which fields are available on the Trunk Usage template.

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

Call Times #

Field Name	Description	Default Field?
Start Time	The time the call or call segment started ringing.	✔

Trunk Usage #

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.	✔

Filter Fields #

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.
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.
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.
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.
Talk Time	The duration this call segment was in the answered state.
User Group Name	The name of the user's primary group.