MERLIN LEGEND Communications System Release 6.1
Feature Reference
555-661-110
Issue 1
August 1998
Features
Page 645Station Message Detail Recording (SMDR)
Group Calling
continued
In addition, Release 4.2 and later systems with Talk Time enabled provide
enhanced information about incoming calls to Auto Login or Auto Logout
calling groups, helping system managers assess call center performance.
The special characters in the CALL TAG field are described in order of
precedence.
â– An asterisk (*) indicates an abandoned call. This occurs when the
calling party disconnects before a member of an Auto Login or Auto
Logout calling group answers, even if the call was answered
elsewhere in the system.
â– An ampersand (&) indicates an overflow call. If members of an Auto
Login or Auto Logout calling group were not available to handle the
incoming call, the call was answered by an Auto Login or Auto
Logout overflow calling group.
â– An exclamation point (!) indicates a call answered by someone other
than a group member. This occurs in two situations: when an
incoming call on a line assigned to an Auto Login or Auto Logout
calling group was answered elsewhere in the system and
transferred to and answered by a member of that calling group; or,
when an incoming call alerting at the operator was transferred to
and answered by someone who was not a member of the calling
group. The time that a caller spent waiting to speak to a calling
group member may not be optimal.
This data focuses attention on queue time—the elapsed time starting
from when the incoming call was detected in the system and ending when
the incoming call either was answered by an agent or abandoned by the
caller—and may indicate that additional agents are needed to provide the
best possible service for an organization’s customers.
In Release 6.1 and later systems, if a UDP or PSTN call must traverse a
tie trunk to reach the auto login and auto logout DGC group, the call will
treated as if it originated on the PSTN and the queue and talk time will be
recorded. Any incoming call that traverses PRI private trunks only is
treated accordingly because its origination is unknown.
Last Number Dial Using Last Number Dial, all outside calls exceeding the minimum call
length are recorded on the SMDR report.
Multi-Function
Module
An MFM is treated as an MLX telephone on SMDR reports.
The system waits until the end of dialing before sending a connect
message to the MFM. Any digits dialed after the connect message is
received are not recorded on SMDR reports.
Night Service When Talk Time is enabled in Release 4.2 and later systems and an Auto
Login or Auto Logout calling group is assigned to a Night Service group,
calls ring first in the calling group and are reported following the same
rules that apply to normal operation.
Paging Paging calls are not reported to SMDR.
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