Avaya call logging

The following data will be logged from Avaya CMS (Split Feed). The program can extract several data fields: Date and time, ACD, The number of the split number to, The number of POSITIONS that are currently logged in, The number of agents that are currently available in this split/skill, The number of agents that are currently in ACW for this split/skill, The number of agents that are currently doing OTHER work, The number of agents that are currently in AUX work for all splits/skills, The number of agents that are currently on inbound and outbound ACD calls to this split/skill, The number of agents that are currently on AUXOUT calls with an ACD call on hold for this split/skill, The number of agents that are currently in AUX work or AVAILABLE with an ACD or AUXIN, The talk time of all AUXOUTOFFCALLS not including HOLDTIME, The talk time of all AUXOUTCALLS, The length of time that split/skill ACD callers spend on hold, The length of time during the collection interval that agents are in AUX in this skill, The length of time during the collection interval that agents were available for calls from this split/skill, The length of time during the collection interval that agents were logged in, The length of time that is spent by callers in queue or ringing before an agent answers the call, The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME but does not include HOLDTIME, The length of time that callers waited in queue and ringing at an agent's telephone before abandoning the call, The length of time that agents spend in ACW that is associated with ACDCALLS, The communication server-provided rolling average speed of answer for this split/skill, The number of seconds that the oldest split/skill ACD call has waited in queue or ringing, The number of split/skill ACD calls that are currently waiting in queue, The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent position, The number of CALLSOFFERED calls that are answered by an agent in the split/skill, The number of ACDCALLS that are answered by an agent within the predefined acceptable service level, The number of calls that queued to the split/skill and that completed during the interval, The number of ACDCALLS that are transferred to another destination, The number of outbound extension calls that are placed by agents while they are in AUX or AVAILABLE, The number of AUXOUTCALLS that are placed to a destination outside the communication server, The number of ACDCALLS that are conferenced at least once, The number of split/skill ACD calls that are placed on hold at least once, The number of split/skill ACD calls for this split/skill that are currently on hold at agent stations, The number of calls offered to this split/skill that do not abandon and are not answered by an ACD agent for this split/skill.

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Your telephone system (or PBX, PABX) produces a packet of data (a call record) after every phone call your company or office makes through it. These call records contain important information about each call, including whether it was an incoming call, and outgoing call, or another type, such as an internal (extension to extension) call.

Call log records from Avaya CMS contain information about the caller phone and the dealed phone, as well as extra information such as the call duration, the time of the call, and other information, such as which telephone line (trunk) was used to carry the call.

The usual practice of Avaya CMS call logging involves capturing these call records, parsing it, and storing them in a database, and their subsequent retrieval by way of a reporting interface.

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Avaya call logging

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