VS1 Installation, Configuration & Operating Guide 235
The Software Protection field relates to the SMDR Output Mode 0/1 setting of the System
Configuration 1 pane of the VS1 Editor. By default, the setting is 0. If set to 1, Software Protection
data is recorded. This will record the last five digits of the Host Adapter Card for the system, which
can be used for call accounting software.
Action Codes for Field 10 of ACD SMDR Data
01 = Logon to ACD 16 = Warning Threshold 3 (No Agents)
02 = Logoff, Manual 18 = Call Transferred (New Agent has call)
03 = Logoff, Automatic (no answered timeout) 19 = Wrap-up Start
04 = Call Terminated while connected to Agent 20 = Wrap-up End
07 = Caller Pressed 0, Transfer to AA 21 = ACD Full (Over 30 calls in queue)
08 = New Call 22 = Call Agent - 1st Ring
11 = Call connected to Agent 23 = Transfer Complete
13 = Hang up, called disconnected while in Queue 24 = New Call Transferred
14 = Warning Threshold 1 (Too many calls) 25 = Queue Status (see table)
15 = Warning Threshold 2 (Over time) 26 = Consultation Call Terminated
Interpreting ACD Queue Status SMDR Data
When the Action Code (Field 10) of the ACD SMDR is 25, the data in that row is a report of the
ACD Queue Status. ACD Queue Status is sent to the acd.dlm at regular intervals (in seconds), as
set on the Queue Status Time text line of the ACD Configuration pane of the VS1 Editor. The
ACD Queue Status SMDR data is recorded in 11 comma-delimited fields. If Software Protection is
enabled, a 12
th
row is recorded.
Field Description Type Maximum Width
1 ACD number Numeric 2
2 Queue Status Date Date 10
3 Queue Status Time 24-Hour Format 8
4 Number of Calls in Queue Numeric 4
5 Number of Stations Logged On Numeric 4
6 Number of Calls in Service Numeric 4
7 Total Calls Numeric 10
8 Total Hang ups Numeric 10
9 Age of Oldest Call Numeric 10
10 Action Code Numeric 2
11 Related Call Sequence Numeric 10
12 Software Protection (if enabled) Numeric 6
ACD #
Queue Status
Date
Queue
Status
Time
Number
Calls in
Queue
Number of
Stations
Logged On
Number of
Calls in
Service
Total
Calls
Total
Hangups
Age of
Oldest Call
Action
Code
Related
Call #
Software
Protection
1 05/21/2003 14:15:00 1 3 0 6 2 14 25 0
1 05/21/2003 14:15:20 1 3 0 7 2 3 25 0
1 05/21/2003 14:15:40 0 3 0 7 2 0 25 0
1 05/21/2003 14:16:00 0 3 0 8 2 0 25 0
1 05/21/2003 14:16:20 0 3 0 9 3 0 25 0
Note Field headers are not included in SMDR data, and must be added manually, as shown in
in the table above.
CD Queue
Status SMDR
data imported
into a
spreadsheet
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