MERLIN LEGEND Communications System Release 6.1
Feature Reference
555-661-110
Issue 1
August 1998
Features
Page 640Station Message Detail Recording (SMDR)
TALK (Column 10) 42
This field must be enabled through system programming and is available in
Release 4.2 and later systems only. It applies only to incoming calls directed to
Auto Login or Auto Logout calling groups; for all other types of calls, the field is
blank or does not appear at all. The time an agent spent talking to a caller is
shown in
hh:mm
format. The maximum value is 59:59. Talk timing starts when a
call is answered by a calling group agent and ends when either party disconnects.
If the agent transfers or parks the call before it is completed, these transitions are
included in the elapsed time.
The TALK field displays values as follows:
â– The elapsed time of a call while an Auto Login or Auto Logout group
member was on the call
â– If the caller disconnects before a calling group agent answers, an elapsed
time of zero (00:00) is reported, even if the call was answered elsewhere in
the system.
NOTE:
By comparing the duration of the call (DUR. field) and the TALK field
value for eligible calls, you can determine how long the caller waited,
beginning when the call arrived at the system. MERLIN LEGEND
Reporter calculates this value, along with others such as the average
talk time for agents, to create reports about call center performance.
Considerations and Constraints 42
Printing system programming reports has a higher priority than printing SMDR
reports. SMDR records are generated when the printing of programming reports is
completed. Records are also queued if the printer is turned off, disconnected, runs
out of paper, or if a paper jam occurs. Up to 100 SMDR records can be queued.
SMDR records generated after maximum capacity is exceeded may be lost
because only the newest 100 records are retained.
System time and date must be set correctly to print accurate SMDR reports.
The maximum number of digits recorded in the CALLED NUMBER field is 15.
When the number included in the CALLED NUMBER field contains both an equal
access code and a country code for an overseas call, the maximum digits
recorded may not provide enough information for call accounting software to
process the call and supply cost data. When more than 15 digits are dialed, the
CALL TAG field displays a question mark (
") and the first 15 digits are displayed.
Using the programmed Call Report option, call information can be recorded for
incoming and outgoing calls (factory setting) or for outgoing calls only. If SMDR is
set to record outgoing calls only, an account code cannot be entered for incoming
calls. In Release 4.2 and later systems, enabling Talk Time permits recording of
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