Call List (Abandoned Calls) #
The table below shows which fields are available on the Call List (Abandoned Calls) template.
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Call Info #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Abandoned (lost) |
An incoming call that was not answered by a device/agent/user or relevant Mailbox/Voicemail. | |
| Answered (ans) |
Indicates whether the call or call segment was answered or not (Yes or No). | |
| Area Code (cliArea) |
The area code for the Caller ID number. | |
| Billing Code (bill) |
The billing code that was set against this call. | |
| Call Direction (callDir) |
The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. | |
| Call Type (callType) |
The type of call, either Internal (intercom [IC]) or External. | |
| Caller ID Name (cliName) |
The name provided by the network provider as being associated with the Caller ID. | ✔ |
| Caller ID Received (cliRcvd) |
Indicates whether a Caller ID was received for the call (Yes or No). | |
| Conference (conference) |
The call was part of a conference. | |
| Country (cliCntry) |
The country for the Caller ID number. | |
| DID Name (ddiName) |
The name provided by the communications system as being associated with the Direct Inward Dial number for the call. | |
| DID Name/Presentation Name (dstName) |
The DID name or the presentation number name. | |
| DID/Presentation Number (dstNum) |
The DID number or the presentation number. | |
| Direct Inward Dial (ddi) |
The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number. | |
| Location (cliLoc) |
The location for the Caller ID number. | |
| Number Type (cliType) |
The type (Local, National or International) for the Caller ID number. | |
| Outgoing Caller ID (outCli) |
The telephone number presented on an outgoing call. | |
| Outgoing Caller ID Name (outCliName) |
The name presented on an outgoing call. | |
| Outside Number (cli) |
The telephone number associated with this call. This applies to external calls only. | ✔ |
| Parked Lost (parkdLst) |
Indicates if the call was lost whilst parked. | |
| Parked? (parkd) |
Indicates whether the call or call segment was parked or not (Yes or No). | |
| PSTN Call (pstn) |
Flag to indicate that this is part of a PSTN call. | |
| Recorded (hasRec) |
Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call. | |
| Route Path Name (routePathName) |
The Contact Name with the addition of any route information which has been pre-pended by the PBX. | |
| Route Path Number (routePathId) |
The Outside Number with the addition of any route information which has been pre-pended by the PBX. | |
| Segments (segCount) |
The sequence number of a specific call segment within a call. | |
| Short Answered (short) |
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 (aband) |
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 (abandOut) |
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. | |
| State (cliState) |
The state/province for the Caller ID number (NANPA region only). | |
| Trunk to Trunk (trnkToTrnk) |
A call that includes both an incoming and outgoing trunks. |
Call Info (Advanced) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Account ID (siteId) |
The ID of the communication system being monitored. | |
| Account Name (siteName) |
The name of the communication system being monitored. | |
| Call ID (callId) |
The telephone system's unique ID for this call. | |
| Document ID (docId) |
Document ID. | |
| Hang-up Cause (hangupCause) |
The call Hang-up Cause provided by the communications platform. | |
| Interaction ID (intId) |
The PBX Interaction ID. | |
| Media Server (mediaSrv) |
The media server that handled the call on the PBX. | |
| PBX Type (pbxType) |
The type of PBX the call was made on. | |
| Recording ID (recordingRef) |
The call recording ID. | |
| SIP Call ID (sipCallId) |
The unique SIP Call ID for the call leg. |
Call Times #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Answer Time (answer) |
The time and date that this call or call segment was answered. This will be empty if the call was not answered. | |
| Call Duration (duration) |
The total duration for this call or call segment including ring, hold and talk durations. | ✔ |
| End Time (end) |
The time of day that this call or call segment ended. | |
| Hold Time (hold) |
The total time this call segment spent on hold. | |
| Parked Time (park) |
The total time this call segment spent parked. | |
| Poll Attempts (polls) |
The number of times queue calls was presented to an agent | |
| Ring Time (ring) |
The ring duration of the call or call segment. | ✔ |
| Start Time (start) |
The time the call or call segment started ringing. | ✔ |
| Talk Time (talk) |
The duration this call segment was in the answered state. |
Call Times (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Hold Time (perHoldTimeOfCallTime) |
The Total Hold Time as a percentage of Total Call Duration. | |
| % Parked Time (perParkTimeOfCallTime) |
The Total Parked Time as a percentage of Total Call Duration. | |
| % Ring Time (perRingTimeOfCallTime) |
The Total Ring Time as a percentage of Total Call Duration. | |
| % Talk Time (perTalkTimeOfCallTime) |
The Talk Time as a percentage of Total Call time (external calls only). |
Contact Info #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Company Name (compName) |
The company name of the matched contact. | |
| Contact Matched (hasContMatch) |
The call has one or more contact matches. | |
| Contact Name (contName) |
The full name of the matched contact. If there is no contact match, this will be the Caller ID Name. | |
| Contact Tag 1 (tagFld1) |
The data from tag field 1 of the matching contact record for this call. | |
| Contact Tag 10 (tagFld10) |
The data from tag field 10 of the matching contact record for this call. | |
| Contact Tag 2 (tagFld2) |
The data from tag field 2 of the matching contact record for this call. | |
| Contact Tag 3 (tagFld3) |
The data from tag field 3 of the matching contact record for this call. | |
| Contact Tag 4 (tagFld4) |
The data from tag field 4 of the matching contact record for this call. | |
| Contact Tag 5 (tagFld5) |
The data from tag field 5 of the matching contact record for this call. | |
| Contact Tag 6 (tagFld6) |
The data from tag field 6 of the matching contact record for this call. | |
| Contact Tag 7 (tagFld7) |
The data from tag field 7 of the matching contact record for this call. | |
| Contact Tag 8 (tagFld8) |
The data from tag field 8 of the matching contact record for this call. | |
| Contact Tag 9 (tagFld9) |
The data from tag field 9 of the matching contact record for this call. | |
| CRM ID (crmId) |
The reference of the matched contact in an external CRM system. | |
| Email (email) |
The email address of the matched contact. | |
| Job Title (jobTitle) |
The job title of the matched contact. |
Users / Devices #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Answering Agent Name (ansAgentName) |
The name of the first agent that answered the call (if applicable). | |
| Answering Agent Number (ansAgentNum) |
The number of the first agent that answered the call (if applicable). | |
| Answering Device Name (ansDevName) |
The name of the first device the call was answered at. This will be empty if the call was not answered. | |
| Answering Device Number (ansDevNum) |
The number of the first device the call was answered at. This will be empty if the call was not answered. | |
| Answering Group Name (ansGrpName) |
The name of the first user group the call was answered at. This will be empty if the call was not answered. | |
| Answering User Name (ansUserName) |
The name of the first user the call was answered by. This will be empty if the call was not answered. | |
| Answering User Number (ansUserNum) |
The number of the first user the call was answered by. This will be empty if the call was not answered. | |
| Calling Agent Name (callAgentName) |
Calling Party Agent Name associated with the call or call segment. | |
| Calling Agent Number (callAgentNum) |
Calling Party Agent Number associated with the call or call segment. | |
| Calling Device Name (callDevName) |
Calling Party Device Name associated with the call or call segment. | |
| Calling Device Number (callDevNum) |
Calling Party Device Number associated with the call or call segment. | |
| Calling User Name (callUserName) |
Calling Party User Name associated with the call or call segment. | |
| Calling User Number (callUserNum) |
Calling Party User Number associated with the call or call segment. | |
| Conference/Meeting Name (confName) |
The conference or meeting name. | |
| Conference/Meeting Number (confNum) |
The conference or meeting number. | |
| First Rang Agent Name (firstAgentName) |
The name of the first agent the call rang at. | |
| First Rang Agent Number (firstAgentNum) |
The number of the first agent the call rang at. | |
| First Rang Device Name (firstDevName) |
The name of the first device the call rang at. | |
| First Rang Device Number (firstDevNum) |
The number of the first device the call rang at. | |
| First Rang Group Name (firstGrpName) |
The name of the user group where the call first rang at. | |
| First Rang User Name (firstUserName) |
The name of the first user the call rang at. | ✔ |
| First Rang User Number (firstUserNum) |
The number of the first user the call rang at. | ✔ |
| Last Answering Agent Name (lastAnsAgentName) |
The name of the last agent that answered the call (if applicable). | |
| Last Answering Agent Number (lastAnsAgentNum) |
The number of the last agent that answered the call (if applicable). | |
| Last Answering Device Name (lastAnsDevName) |
The name of the last device the call was answered at. This will be empty if the call was not answered. | |
| Last Answering Device Number (lastAnsDevNum) |
The number of the last device the call was answered at. This will be empty if the call was not answered. | |
| Last Answering User Name (lastAnsUserName) |
The name of the last user the call was answered by. This will be empty if the call was not answered. | |
| Last Answering User Number (lastAnsUserNum) |
The number of the last user the call was answered by. This will be empty if the call was not answered. | |
| Last Rang Agent Name (lastAgentName) |
The name of the last agent the call rang at. | |
| Last Rang Agent Number (lastAgentNum) |
The number of the last agent the call rang at. | |
| Last Rang Device Name (lastDevName) |
The name of the last device the call rang at. | |
| Last Rang Device Number (lastDevNum) |
The number of the last device the call rang at. | |
| Last Rang Group Name (lastGrpName) |
The name of the user group where the call last rang at. | |
| Last Rang User Name (lastUserName) |
The name of the last user the call rang at. | ✔ |
| Last Rang User Number (lastUserNum) |
The number of the last user the call rang at. | ✔ |
| Parked Slot (parkSlt) |
The parking slots the call or call segment has been parked at. | |
| Queue Name (hgName) |
The name of the queue the current call segment was presented from. | |
| Queue Number (hgNum) |
The number of the queue the current call segment was presented from. | ✔ |
| Trunk Name (trunkName) |
Trunk name involved in the call or call segment. | |
| Trunk Number (trunkNum) |
Trunk number involved in the call or call segment. |
Voicemail Info #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Voicemail Box Name (vmBoxName) |
The name of the voicemail box a message is stored. | |
| Voicemail Box Number (vmBoxNum) |
The number of the voicemail box a message is stored. | |
| Voicemail Left (vmMsgLeft) |
Indicates if a voicemail message has been left. | |
| Voicemail Message Creation Time (vmMsgCreated) |
The date and time when the voicemail message was created. | |
| Voicemail Message Deletion Time (vmMsgDeleted) |
The date and time when the voicemail message was deleted. | |
| Voicemail Message Id (vmMsgId) |
The voicemail message id. | |
| Voicemail Message Length (vmMsgLen) |
The duration of the voicemail message. | |
| Voicemail Message Save Time (vmMsgSaved) |
The date and time when the voicemail message was saved. | |
| Voicemail Message State (vmMsgState) |
The current state of the voicemail message, New, Saved or Deleted. | |
| Voicemail Message Wait Time (vmMsgWait) |
The duration before a voicemail message was listened to. |
Filter Fields #
This section outlines which filter fields can be used on the Call List (Abandoned Calls) 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). |
| Answering Agent Name | The name of the first agent that answered the call (if applicable). |
| Answering Agent Number | The number of the first agent that answered the call (if applicable). |
| Answering Device Name | The name of the first device the call was answered at. This will be empty if the call was not answered. |
| Answering Device Number | The number of the first device the call was answered at. This will be empty if the call was not answered. |
| Answering Group Name | The name of the first user group the call was answered at. This will be empty if the call was not answered. |
| Answering User Name | The name of the first user the call was answered by. This will be empty if the call was not answered. |
| Answering User Number | The number of the first user the call was answered by. This will be empty if the call was not answered. |
| Area Code | The area code for the Caller ID number. |
| Billing Code | The billing code that was set against this call. |
| Call Direction | The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. |
| Call Duration | The total duration for this call or call segment including ring, hold and talk durations. |
| Call Type | The type of call, either Internal (intercom [IC]) or External. |
| Caller ID Name | The name provided by the network provider as being associated with the Caller ID. |
| Company Name | The company name of the matched contact. |
| Conference | The call was part of a conference. |
| Conference/Meeting Name | The conference or meeting name. |
| Conference/Meeting Number | The conference or meeting number. |
| Contact Matched | The call has one or more contact matches. |
| Contact Name | The full name of the matched contact. If there is no contact match, this will be the Caller ID Name. |
| Contact Tag 1 | The data from tag field 1 of the matching contact record for this call. |
| Contact Tag 10 | The data from tag field 10 of the matching contact record for this call. |
| Contact Tag 2 | The data from tag field 2 of the matching contact record for this call. |
| Contact Tag 3 | The data from tag field 3 of the matching contact record for this call. |
| Contact Tag 4 | The data from tag field 4 of the matching contact record for this call. |
| Contact Tag 5 | The data from tag field 5 of the matching contact record for this call. |
| Contact Tag 6 | The data from tag field 6 of the matching contact record for this call. |
| Contact Tag 7 | The data from tag field 7 of the matching contact record for this call. |
| Contact Tag 8 | The data from tag field 8 of the matching contact record for this call. |
| Contact Tag 9 | The data from tag field 9 of the matching contact record for this call. |
| Country | The country for the Caller ID number. |
| CRM ID | The reference of the matched contact in an external CRM system. |
| Device Name | The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
| Device Number | The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
| DID Name | The name provided by the communications system as being associated with the Direct Inward Dial number for the call. |
| DID Name/Presentation Name | The DID name or the presentation number name. |
| DID/Presentation Number | The DID number or the presentation number. |
| Direct Inward Dial | The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number. |
| Document ID | Document ID. |
| The email address of the matched contact. | |
| First Rang Agent Name | The name of the first agent the call rang at. |
| First Rang Agent Number | The number of the first agent the call rang at. |
| First Rang Device Name | The name of the first device the call rang at. |
| First Rang Device Number | The number of the first device the call rang at. |
| First Rang Group Name | The name of the user group where the call first rang at. |
| First Rang User Name | The name of the first user the call rang at. |
| First Rang User Number | The number of the first user the call rang at. |
| Hang-up Cause | The call Hang-up Cause provided by the communications platform. |
| Hold Time | The total time this call segment spent on hold. |
| Interaction ID | The PBX Interaction ID. |
| Job Title | The job title of the matched contact. |
| Last Answering Agent Name | The name of the last agent that answered the call (if applicable). |
| Last Answering Agent Number | The number of the last agent that answered the call (if applicable). |
| Last Answering Device Name | The name of the last device the call was answered at. This will be empty if the call was not answered. |
| Last Answering Device Number | The number of the last device the call was answered at. This will be empty if the call was not answered. |
| Last Answering User Name | The name of the last user the call was answered by. This will be empty if the call was not answered. |
| Last Answering User Number | The number of the last user the call was answered by. This will be empty if the call was not answered. |
| Last Rang Agent Name | The name of the last agent the call rang at. |
| Last Rang Agent Number | The number of the last agent the call rang at. |
| Last Rang Device Name | The name of the last device the call rang at. |
| Last Rang Device Number | The number of the last device the call rang at. |
| Last Rang Group Name | The name of the user group where the call last rang at. |
| Last Rang User Name | The name of the last user the call rang at. |
| Last Rang User Number | The number of the last user the call rang at. |
| Location | The location for the Caller ID number. |
| Media Server | The media server that handled the call on the PBX. |
| Number Type | The type (Local, National or International) for the Caller ID number. |
| Outgoing Caller ID | The telephone number presented on an outgoing call. |
| Outgoing Caller ID Name | The name presented on an outgoing call. |
| Outside Number | The telephone number associated with this call. This applies to external calls only. |
| Parked Slot | The parking slots the call or call segment has been parked at. |
| Parked Time | The total time this call segment spent parked. |
| PBX Type | The type of PBX the call was made on. |
| Poll Attempts | The number of times queue calls was presented to an agent |
| PSTN Call | Flag to indicate that this is part of a PSTN call. |
| 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. |
| Recorded | Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call. |
| Ring Time | The ring duration of the call or call segment. |
| Route Path Name | The Contact Name with the addition of any route information which has been pre-pended by the PBX. |
| Route Path Number | The Outside Number with the addition of any route information which has been pre-pended by the PBX. |
| 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. |
| SIP Call ID | The unique SIP Call ID for the call leg. |
| Start Time | The time the call or call segment started ringing. |
| State | The state/province for the Caller ID number (NANPA region only). |
| Talk Time | The duration this call segment was in the answered state. |
| Trunk to Trunk | A call that includes both an incoming and outgoing trunks. |
| User Name | The name of the user involved in the call or call segment. |
| User Number | The number of the user involved in the call or call segment. |
| Voicemail Box Name | The name of the voicemail box a message is stored. |
| Voicemail Box Number | The number of the voicemail box a message is stored. |
| Voicemail Message Creation Time | The date and time when the voicemail message was created. |
| Voicemail Message Deletion Time | The date and time when the voicemail message was deleted. |
| Voicemail Message Id | The voicemail message id. |
| Voicemail Message Length | The duration of the voicemail message. |
| Voicemail Message Save Time | The date and time when the voicemail message was saved. |
| Voicemail Message State | The current state of the voicemail message, New, Saved or Deleted. |