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MITEL MIVOICE BUSINESS
Answer Personal Call: Signifies the Agent answering a personal call, i.e., a non-ACD 2000
call.
Originate Call Event: Signifies the Agent entering a conversation.
Agent Idle Event: Signifies the Agent completing a personal call or, if no Work Timer is
programmed on the Agent’s set, any call.
Call Hold Event: Occurs when an Agent puts a call on Hard.
Call Hold Retrieve Event: Occurs when an agent retrieves a call from Hard Hold.
Call Hold Abandon Event: Occurs when an Agent’s held party clears down (i.e., is answered)
while on hold.
Agent Log-In: Records each time an Agent successfully logs in.
Agent Log Out: Records each time an Agent successfully logs out.
Set Do Not Disturb (DND): Records each time a set is placed in the DND state.
Remove DND: Records each time a set is removed from DND state.
Set Make Busy: Records each time a set is placed in Make Busy state.
Remove Make Busy: Records each time a set is removed from the Make Busy state.
Answering Incoming ACD Calls: Records each time an Agent answers an ACD call that was
directed to a Path, and includes the Agent I.D. number, extension number and Path
Reporting number
Agent Idle: Records the time when the Agent Work Timer expires or was cancelled. If the
Work Timer is not in effect, the end of each call or the start of the Work Timer is recorded.
Path and Group Statistics Events
The Group and Path Statistics Events provide a cumulative report on Group and Path status. The
events are generated once every 15 seconds (less frequently under high-traffic environments) for
those Paths and Groups programmed to report statistics events. One additional event, a Refresh
Reports event, is generated to signify the start of each new cycle of Path and Group Statistics
events.
Station Message Detail Recording (SMDR)
SMDR contains additional details about call re-routing and call transfer. The following
descriptions pertain to ACD-related SMDR reports:
Time to Answer: Records the total time to answer a call
Transferred Calls: Records each time a call was transferred
Digits Dialed Field: For ACD 2000 Groups, SMDR records the ACD Path that was called,
each Group the call was presented to, and the Group that answered the call. Paths and
Groups are identified by their reporting numbers within the Digits Dialed field. Because ACD
Express Agents cannot be programmed in both ACD Express and Agent Skill Groups
simultaneously, the group DN and not path numbers is provided in SMDR records.
Called Party Field: Records the Agent ID of the Agent that answered the ACD Path call.
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