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 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.