Trunk Usage #
The table below shows which fields are available on the Trunk Usage template
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Call Times #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Start Time (start) |
The time the call or call segment started ringing. | ✔ |
Trunk Usage #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Trunk Peak Usage (trunkPeak) |
The maximum number of trunks in use at any time within the given time period. | ✔ |
| Trunk Peak Usage Incoming (trunkPeakIn) |
The maximum number of trunks in use at any time within the given time period for Incoming Calls. | ✔ |
| Trunk Peak Usage Outgoing (trunkPeakOut) |
The maximum number of trunks in use at any time within the given time period for Outgoing Calls. | ✔ |
| Trunk Percent Usage (trunkPercent) |
The maximum percentage of the available trunks in use at any time within the given time period. | ✔ |
| Trunk Percent Usage Incoming (trunkPercentIn) |
The maximum percentage of the available trunks in use for Incoming Calls at any time within the given time period. | ✔ |
| Trunk Percent Usage Outgoing (trunkPercentOut) |
The maximum percentage of the available trunks in use for Outgoing Calls at any time within the given time period. | ✔ |
Filter Fields #
This section outlines which filter fields can be used on the Trunk Usage template
| Field Name | Description |
|---|---|
| Abandoned | An incoming call that was not answered by a device/agent/user or relevant Mailbox/Voicemail. |
| Account ID | The ID of the communication system being monitored. |
| Account Name | The name of the communication system being monitored. |
| Agent Name | The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. |
| Agent Number | The Agent Number (Presence ID) of the Agent. |
| Answered | Indicates whether the call or call segment was answered or not (Yes or No). |
| Call Duration | The total duration for this call or call segment including ring, hold and talk durations. |
| Conference | The call was part of a conference. |
| DDI Name/Presentation Name | The DDI name or the presentation number name. |
| DDI/Presentation Number | The DDI number or the presentation number. |
| Direct Inward Dial | The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number. |
| Hold Time | The total time this call segment spent on hold. |
| Outside Number | The telephone number associated with this call. This applies to external calls only. |
| Parked Time | The total time this call segment spent parked. |
| PBX Type | The type of PBX the call was made on. |
| Queue Name | The name of the queue the current call segment was presented from. |
| Queue Number | The number of the queue the current call segment was presented from. |
| Ring Time | The ring duration of the call or call segment. |
| Short Answered | A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. |
| Short Ringing | A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
| Short Ringing Outbound | A call is designated as Short Ringing when it is not answered, outbound and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
| Start Time | The time the call or call segment started ringing. |
| Talk Time | The duration this call segment was in the answered state. |
| User Group Name | The name of the user's primary group. |