ESI 900 - Reporting conventions and rules (standard and CSV formats)

IP Server 900 Programming Manual Feature description: SMDR
K.4
Reporting conventions and rules (standard and CSV formats)
Inbound and outbound call records are generated only for calls between a station and a CO line.
ESI systems provide SMDR records only for calls answered by, or originated from, a system extension.
Unless otherwise noted, ESI systems don’t provide SMDR records for the following types of calls:
• Incoming calls . . .
– To the auto attendant that don’t leave the auto attendant.
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– Directly to a mailbox.
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– Call-forwarded off-premises (using Intelligent Call Forwarding or ESI Presence Management).
• Outgoing calls . . .
– Call-forwarded off-premises (using Intelligent Call Forwarding or ESI Presence Management).
– Sent to the auto attendant and forwarded out using go-to outdial branches.
– Generated using message delivery notification.
The duration of each call record represents the period of time that that station controlled its portion of a call. A
record is generated each time a station does any of the following:
• Disconnects.
• Places a call on hold.
• Transfers a call.
Additional notes regarding call record generation and duration times
• A single CO call could be included in multiple records if it is transferred from station to station.
• Periods when calls are placed on hold are not included in the call record duration. However, a new call
record is started when a caller is retrieved from hold.
• Time spent in the auto attendant, leaving/retrieving voice mail, or in an ACD queue is included in call
record duration.
• The timer shown on the phone’s display is the duration for the CO line, not the line connected to the
station.
• Unsuccessful supervised transfers are included in the station’s record.
• A new record begins when a station answers an incoming call, a transferred call, a call on hold, or a
hold recall.
• Records will be generated independently for all stations in a conference. If more than one CO line is
involved in a conference, each call record generated by that conference will be associated with only the
last line disconnected.
• Dialed digits don’t include the line group or location number.
• Outbound calls begin a call record 10 seconds after the call has cleared toll restriction.
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Extended format only.