Call Detail Reporting (CDR) Manual. MaxACD Release 7.0

Transcription

1 Call Detail Reporting (CDR) Manual MaxACD Release 7.0 March 2016

2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc., will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc., has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing. NOTICE While every effort has been made to ensure accuracy, AltiGen Communications, Inc., will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc., License Agreement. AltiGen Communications, Inc. 679 River Oaks Parkway San Jose, CA Telephone: 888-AltiGen ( ) Fax: info@altigen.com Web site: TRADEMARKS MaxACD, MaxAdministrator, MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, AltiReport, and Enterprise Manager are trademarks or registered trademarks of AltiGen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. Copyright AltiGen Communications, Inc All rights reserved.

3 Records and Data Schema In order to reduce the storage space of the database, records with all zero files are not written to the database. Data Schema This section describes the data schema used in CDRs. Table 1: AGENTACTIVITY Version Node ID Time_ Stamp GMTOffset LocalDay Version of the record Server ID (System ID) assigned to a MaxACD system in MaxAdmin GMT time when activity occurs. Seconds since 1970/01/01 00:00:00. Offset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time digit number representing date ex: = 06/ 08/ = MaxACD 7.0 value: DayOfWeek Day of the week AgentNum Agent Extension Number Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday CDR Manual 1

4 Data Schema WGNum Workgroup identifier Activity Activity of the Agent Reason Reason Description WrapUp SessionID WrapUp Direction WrapUp Duration Reason for Activity. (For logout, it is logout reason code) Reason that prints on reports Call session, for wrap up Call direction, for wrap up Wrap up duration VARCH AR (32) 1 = Staff 2 = UnStaff 3 = Login 4 = Logout 5 = Ready 6 = DNDFWD 7 = Not Ready 8 = Wrapup 9 = Error 96 = Lync/SfB client is not signed in 97 = Agent's extension is changed to a virtual extension. System logs out the extension from the workgroup. 98 = Supervisor logs out the agent. 99 = Agent rings no answer. System logs out the agent from the workgroup based on configuration 96 = Disconnect 97 = Virtual Extension 98 = System forced 99 = Ring No Answer When Activity = 8 (Wrapup), 1 = inbound wrap-up 2 = outbound wrap-up 2 CDR Manual

5 Records and Data Schema Table 2: AGENTPERWGSUMMARY1 Agent per Workgroup Statistics during the time interval specified by Start Time and End Time. Version Version of the record 2 = MaxACD 7.0 NodeID StartTime EndTime GMTOffset LocalDay Server ID (System ID) assigned to an MaxACD system in MaxAdmin GMT start time of record's period. Seconds since 1970/01/01 00:00:00. GMT end time of record's period. Seconds since GMT 1970/01/01 00:00:00. Offset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time digit number representing date ex: = 06/08/2004 value: DayOfWeek Day of the week AgentNum Agent Extension Identifier WGNum Workgroup Identifier uid Unique ID to link to AGENTPERWGSUMMARY2 and AGENTPERWGSUMMARY3 Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday Table 3: AGENTPERWGSUMMARY2 Version Version of the record 2 = MaxACD 7.0 NodeID uid Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unique ID to link to AGENTPERWGSUMMARY1 value: CDR Manual 3

6 Data Schema NumInWG Call NumInWG Answered NumInWG RNA DurInWG AnsRing DurInWG Talk NumInWG WrapUp DurInWG WrapUp NumInWG VM DurInWGVM NumIn WGHold DurInWG Hold NumOutWG Connected DurOutWG Talk NumOutWG WrapUp DurOutWG WrapUp NumOutWG Hold DurOutWG Hold Total inbound WG calls during interval Number of incoming workgroup calls answered by this agent Total of agent RNA Ring duration of answered calls workgroup calls Talk duration of incoming calls (NumInWGAnswered), starting from the time the agent answers a call until the call is disconnected, transferred, or parked Number of Wrap-ups for incoming calls Wrap-up duration for incoming calls Count of WG calls to agent's VM with message Unused Number of incoming calls hold by agent (One call hold multiple times count once only) Hold duration of incoming calls Count of outgoing connected calls including trunk and extension calls Talk duration of outgoing connected calls (NumOutWG Connected) from the time the call enters "Connected" state until disconnected, parked or transferred Number of wrap-ups for outbound WG calls Wrap-up duration for outbound WG calls Count of outbound WG hold calls by agent (One call on hold multiple times will count once only) Hold duration of outbound workgroup calls 4 CDR Manual

7 Records and Data Schema Table 4: AGENTPERWGSUMMARY3 Version Version of the record 2 = MaxACD 7.0 NodeID uid Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unique ID to link to AGENTPERWGSUMMARY1 value: DurLogin The total time agent was logged in. Table 5: AGENTSUMMARY1 Version Version of the record 2 = MaxACD 7.0 NodeID uid StartTime EndTime GMTOffset LocalDay Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unique ID to link to AGENTSUMMARY2, AGENTSUMMARY3, and AGENTSUMMARY4 GMT start time of record's period. Seconds since 1970/01/01 00:00:00. GMT end time of record's period. Seconds since GMT 1970/01/01 00:00:00. Offset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time digit number representing date ex: = 06/08/2004 value: DayofWeek Day of the week AgentNum Agent Extension Identifier Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday CDR Manual 5

8 Data Schema Table 6: AGENTSUMMARY2 The following values are significant only when an agent logs into at least one workgroup. If an agent doesn t log into any workgroup, all values should be zero. Version Version of the record 2 = MaxACD 7.0 NodeID uid NumInDirCall NumInDir Answered DurInDirTalk NumInDirVM DurInDirVM NumInDirHold DurInDirHold NumOutDir Connected DurOutDir Talk NumOutDir Hold DurOutDir Hold NumAgent Busy DurAgentBusy NumInWrapUp Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unique ID to link to AGENTSUMMARY1 Direct (non-workgroup) incoming call Direct (non-workgroup) incoming call answered Total talk duration of direct (nonworkgroup) incoming calls Count of direct inbound voic message Total duration of direct inbound voic message The number of direct incoming call put on hold (One call on hold multiple times will count once only) Total hold duration of direct incoming calls Number of direct outgoing connected calls Total talk duration of direct (nonworkgroup) outgoing connected calls Count of direct outbound calls on hold (One call on hold multiple times will count once only) Total hold duration of direct outbound calls Number of times agent is busy The duration of time when agent is busy Number of times agent entered Wrap Up value: CDR Manual

9 Records and Data Schema DurInWrapUp NumOut WrapUp DurOut WrapUp Wrap-up duration of incoming workgroup calls Number of wrap-ups for outbound workgroup calls Wrap-up duration for outbound workgroup calls Table 7: AGENTSUMMARY3 Version Version of the record 2 = MaxACD 7.0 NodeID uid Count LogonWG DurAgent Logon NumAgent Available DurAgent Available Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unique ID to link AGENTSUMMARY1 Count of workgroups that agent is logged into The login duration when agent logs into at least one workgroup Number of times agent is available The duration while agent is in available state Table 8: AGENTSUMMARY4 value: The following values are significant only when an agent logs into at least one workgroup. If an agent doesn t log into any workgroup, all values should be zero. Version Version of the record NodeID uid NumAgentDND Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unique ID link to AGENTSUMMARY1 Number of times agent entered DND 2 = MaxACD 7.0 value: DurAgentDND Total duration of the DND CDR Manual 7

10 Data Schema NumAgentFWD Number of times agent enable extension forward and enter FWD state DurAgentFWD Duration of agent in FWD state NumAgentError DurAgentError NumNotReady Number of times agent enter Error State while login Duration of agent in Error State while login Count of Agent enters Not-Ready state DurNotReady Duration of Agent Not-Ready Table 9: CDRMAIN Version Version of the record 2 = MaxACD 7.0 NodeID StartTime EndTime GMTOffset LocalDay Server ID (System ID) assigned to a MaxACD system in MaxAdmin GMT start time of record's period. Seconds since 1970/01/01 00:00:00. GMT end time of record's period. Seconds since 1970/01/01 00:00:00. Offset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time digit number representing date ex: = 06/08/ 2004 value: Format: yyyymmdd 8 CDR Manual

11 Records and Data Schema Table 9: CDRMAIN DayOfWeek Day of the week SessionID SequenceID Session ID: a unique number, usually 9 digits or larger, assigned by MaxACD to a call A unique number to identify multiple records of same call (same Session ID), beginning with 0 TrunkCall Trunk call or external call Direction OriginalPriority StartPriority EndPriority Direction of the call (incoming or outgoing) The first priority set by the system for this call (1-9) Call priority at Start Time (1-9) Call priority at End Time (1-9) CallerType Type of line for a call 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday 1=Internal 2=Trunk Call 1=Incoming 2=Outgoing 0 = Unknown line type 1 = Extensions 2 = Not in use 3 = Reserved 4 = Not in use 5 = Workgroup 6 = Application Extension 7 = Not in use 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk CDR Manual 9

12 Data Schema Table 9: CDRMAIN CallerPad CallerNum CallerName Line s physical address for an incoming call Caller phone number of an incoming call (extension number or offnet PSTN) Caller name for an incoming call (provided by CO for trunk calls; as entered in MaxAdmin for extension calls) (10) (41) (65) CallerTenant Caller Tenant name CallerProject TargetType TargetPad TargetNum TargetName TargetTenant TargentProject Caller Project ID The party that answers teh call Physical address of line for a called target Number for a called target Name for a called target Tenant name for called target Project ID for called target (33) (10) (41) (65) (33) E.g. 0004, where 00 =slot, 04 =channel Always -1-1 for WG or virtual extension 0 = Unknown line type 1 = Extension 2 = Not in use 3 = Reserved 4 = Not in use 5 = Workgroup 6 = Application Extension 7 = Not in use 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk E.g. 0004, where 00 =slot and 04 =channel 10 CDR Manual

13 Records and Data Schema Table 9: CDRMAIN TargetWGNum WGSessionID OutGoingWG Target workgroup identifier A unique Session ID for workgroup call Workgroup identifier for an outgoing call, while agent login ConfSessionID Conference Session ID DNIS DNISName AccountCode AADuration RingDuration QueueDuration VMDuration VMRec Duration HoldDuration TalkDuration Record Duration Answer WithinSLT ExitState DNIS number for incoming call DNIS caller name Account code Duration in seconds an incoming call is connected to the Auto Attendant/ IVR; multiple connections to AA/IVR in a single session produces multiple records Duration in seconds a call is ringing and in workgroup queue Duration in seconds when a call stays in a queue. Unused Unused Duration in seconds while a call is on hold Duration in seconds of talk time Duration in seconds of recording Call is answered within Service Level Threshold State when call is terminated (33) (64) (11) 1 10 digits in length 1=yes; 0=no (see end of this table for specifications for the 34 exit states) CDR Manual 11

14 Data Schema Table 9: CDRMAIN AbnTargetType AdvQAppType Type of abandon forward target Unused MMCallType Multi-Media call type PriorityQueue Duration IVRExitPoint The duration in seconds of a call hold current priority in queue Exit Point of IVR/AA (63) 1=Abandon to AA 2=Abandon to Operator 3=Abandon to Extension 4=Abandon to Outside Number 5=Abandon to VM 6=Abandon to Application 7=Abandon to Others 8=Call Disconnected When a call is transferred from AA menu, the system logs the exit AA point, which is the AA item ID. ExitState specifications (see database element ExitState on page 11): 1 = Auto Attendant: call exits in the AA / IVR. 2 = Forward: call is forwarded from an extension by configuration forwarding. 3 = Call Redirect: call is redirected to another extension or trunk by the AltiLinkPlus command "Redirect". 4 = Ring No Answer: call rang target but no agent answered. 5 = Busy: call tried to ring an agent but the agent extension was busy. 6 = Queue: call abandoned from the workgroup queue. 7 = Queue Overflow: call was forwarded by workgroup overflow configuration. 8 = Connected: call connected with an agent, then disconnected. 9 = Conference: caller is conferenced with others, then disconnected. 10 = Conference Member: every member of a conference call will have a record with this exit state. 12 CDR Manual

15 Records and Data Schema 11 = Hold: A calls B and is connected. B uses Skype for Business to hold this call. B drops, and now A is in "Hold" state. Then A drops. Call A gets this exit state. 12 = Transfer: call is transferred by an agent. A calls B and is connected. B transfers and is connected to C. B drops. Call A with B gets this exit state. 13 = Transfer destination unavailable: A calls B. A transfers the call to C. C rings but no answer. A drops. Call A with C gets this exit state. 14 = Transfer Cancel: A calls B. B transfer the call to C and is connected. Then B cancels the call transfer to C and connect back with A. Call B with C exits with "transfer cancel". 15 = Unused. 16 = Unused. 17 = Unused. 18 = Unused. 19 = VM Notify: A receives a notification call, enters password, then drops. 20 = Unused. 21 = All Trunks Busy: A dials an outside number, and no trunk is seized. A drops and gets this exit state. 22 = No session: A tries to log on to MaxCommunicator/MaxAgent/ AltiConsole/third party application, but there are no more licenses available. 23 = Unused. 24 = Unused. 25 = Unused. 26 = Call Monitor: A runs MaxSupervisor and initiates a silent monitor or barge in. 27 = Unused. 28 = Unused. 29 = Group Member RNA: A calls a workgroup and rings an agent. The agent does not answer the ring. 30 = Unused. 31 = Unused 32 = Ring: call is dropped while it's ringing. 33 = Transfer Ring: A calls B. B transfers the call to C. While C is ringing, B drops and A drops. Call A with C gets this exit state. CDR Manual 13

16 Data Schema 34 = Transfer Connected: A calls B and is connected. A presses flash, dials C, and is connected too. A drops. Call A with C got this exit state. Table 10: WGRTSUMMARY Version Version of the record NodeID StartTime EndTime GMTOffset LocalDay Server ID (System ID) assigned to a MaxACD system in MaxAdmin GMT start time of record s period. Seconds since 1970/01/01 00:00:00. GMT end time of record s period. Seconds since 1970/01/01 00:00:00. Offset to GMT time, includes daylight savings, in seconds; ex: Pacific Summer time digit number representing date ex: = 06/08/ = MaxACD 7.0 value: DayOfWeek Day of the week WGNum Workgroup Identifier CurNum AgentCfg CurNum AgentUnStaff CurNum AgentLogout CurNum AgentError CurNum AgentBusy Total Agent configured to the WG Total Agents Un-Staffed (Snapshot at EndTime) Total Agents Logged Out (Snapshot at EndTime) Total Agents Error (Snapshot at EndTime) Total Agents Busy (Snapshot at EndTime) Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday 14 CDR Manual

17 Records and Data Schema CurNum AgentNot Ready CurNum AgentWrap Up CurNum AgentDND FWD CurNum Agent Available CurLongest QTime CurQLength CurNumCall OverSLT CurService Level IntvMaxNum AgentUnStaff IntvMaxNum AgentLogout IntvMaxNum AgentError IntvMaxNum AgentBusy IntvMaxNum AgentNot Ready IntvMaxNum AgentWrapUp IntvMaxNum AgentDND FWD IntvMaxNum Agent Available IntvMax Longest QTime Total Agents Not Ready (Snapshot at EndTime) Total Agents Wrap-up (Snapshot at EndTime) Total Agents DND/FWD (Snapshot at EndTime) Total Agents Available (Snapshot at EndTime) Longest Queue Time (Snapshot at EndTime) Number of calls in Queue (Snapshot at EndTime) Number of calls exceed SLT (Snapshot at EndTime) Real-time Service Level % for WG Queue (Snapshot at EndTime) Maximum Agents Un-Staffed in record's period Maximum Agents Logged Out in record's period Maximum Agents Error in record's period Maximum Agents Busy in record's period Maximum Agents Not Ready in record's period Maximum Agents Wrap-up in record's period Maximum Agents DND/FWD in record's period Maximum Agents Available in record's period Maximum longest queue time in record's period CDR Manual 15

18 Data Schema IntvMaxQ Length IntvMaxNum CallOverSLT IntvMax ServiceLevel IntvMin ServiceLevel Maximum queue length in record's period Maximum calls exceed SLT in record's period Maximum Service Level % for WG Queue in record's period Minimum Service Level % for WG Queue in record's period Table 11: WGSUMMARY Version Version of the record NodeID StartTime EndTime GMTOffset LocalDay Server ID (System ID) assigned to a MaxACD system in MaxAdmin GMT start time of record s period. Seconds since 1970/01/ 01 00:00:00 GMT end time of record s period. Seconds since 1970/01/01 00:00:00 Offset to GMT time, includes daylight savings, in seconds; ex: Pacific Summer time digit number representing date ex: = 06/08/ = MaxACD 7.0 value: DayOfWeek Day of the week WGNum Workgroup Identifier NumInWGCall NumInCallInQ Total inbound WG call during interval Total calls in queue during interval Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday 3 = Weds 4 = Thursday 5 = Friday 6 = Saturday 16 CDR Manual

19 Records and Data Schema DurInCallQ NumInAnswered DurInTalk DurInAnsQ DurInAnsRing NumInXfer NumInWrapUp DurInWrapUp NumInAbnInQ DurInAbnInQ DurInAbnInQ _RingTime NumInAbn DuringRing DurInAbn DuringRing DurInAbnDuring Ring_RingTime NumInAbnVm Msg Total queue duration during time interval for all WG inbound calls Total WG inbound calls answered by agents during interval. If a login agent uses pick call from queue feature in MaxAgent, this counter is incremented. If the call is transferred or parked, this call is considered out of workgroup. Talk duration of incoming calls (NumInAnswered), starting from the time an agent answered a call until the call is disconnected, transferred or parked Total Queue time for answered inbound WG calls Total ring time for answered inbound WG calls Count of transferred incoming workgroup calls Number of Wrap-ups for workgroup incoming calls Wrap-up duration for incoming calls Total number of calls hang-up in queue Total queue time of calls hangup in queue Total ring time of calls hang-up in queue Number of calls hang-up during ring (in queue or never in queue) Total Queue time for calls hangup during ring Total Ring time for calls hang-up during ring (in queue or never in queue) Number of calls abandoned to VM leaving voice message (transferred to VM from queue by caller pressing a digit or the system redirects the call to VM) CDR Manual 17

20 Data Schema DurInAbnVm Msg DurInAbnVm Msg_RingTime NumInAbnVm NoMsg DurInAbnVm NoMsg DurInAbnVmNo Msg_RingTime NumInAbn ToApp DurInAbnToApp DurInAbnToApp_ RingTime NumInAbnTo Others DurInAbnTo Others DurInAbnTo Others_RingTime DurInAbnQRing DurInAbnQ NumInOverflow DurInOverflowQ Total Queue time for calls abandoned to VM leaving voice message Total Ring time for calls abandoned to VM leaving voice message Number of calls abandoned to VM without leaving VM (redirected to VM from queue by caller pressing a digit or the system redirecting the call to VM) Total Queue time for calls abandoned to VM without leaving message Total Ring time for calls abandoned to VM without leaving message Number of calls abandoned to add-on applications Total Queue time for calls abandoned to add-on applications Total Ring time for calls abandoned to add-on applications (in queue or never in queue) Number of all calls abandoned to a target other than VM when caller in queue presses a digit Total Queue time for NumInAbnToOthers calls Total Ring time for NumInAbnToOthers calls DurInAbnInQ_RingTime+DurIn AbnDuringRing_RingTime+DurI nabnvmmsg_ringtime+durina bnvmnomsg_ringtime+durina bntoapp_ringtime+durinabnt oothers_ringtime DurInAbnInQ+DurInAbnDuringR ing+durinabnvmmsg+durinabn VmNoMsg+DurInAbnToApp+Du rinabntoothers WG calls overflowed or redirected to other target Total Queue time for overflowed or redirected calls 18 CDR Manual

21 Records and Data Schema DurInOverflow Ring NumInAns WithinSLT NumInHold DurInHold NumInRecord DurInRecord NumOut Connected DurOutTalk NumOutHold DurOutHold NumOutRecord DurOutRecord NumOutXfer NumOutWrapUp DurOutWrapUp NumInAbnInQ WithinSLT Total ring time for all overflowed or redirected calls Total calls answered with wait time less than or equal to Service Level Threshold within report interval (QueueTime+Ring- Time <= SLT) Number of inbound WG calls were ever hold by agent (One call on hold multiple times will count just one time) Duration of inbound WG calls were hold by agent Number of inbound WG calls were recorded Duration of inbound WG calls were recorded Number of WG outbound connected calls Duration of outgoing WG calls (NumOutConnected); from the call enters "Connected" state until disconnect Number of outbound WG calls that were put on hold by agent (One call on hold multiple times will count just one time) Duration of outbound WG calls put on hold by agent Number of outbound WG calls that were recorded Duration of outbound WG calls that were recorded Count of outbound WG calls that were transferred by agent Count of agent outbound WG calls that entered wrap-up state Total outbound WG Wrap-up duration Total number of calls hang-up in queue with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) CDR Manual 19

22 Data Schema NumInAbn DuringRing WithinSLT NumInAbnVm MsgWithinSLT NumInAbnVmNo MsgWithinSLT NumInAbnTo AppWithinSLT NumInAbnTo OthersWithin SLT NumInOverflow WithinSLT Number of calls hang-up in ring (in queue or never in queue) with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) Number of calls leaving VM and with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) Number of calls abandoned without leaving VM and with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) Number of calls abandoned to add-on applications with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) Number of all other abandoned calls (for example, Ext/WG/ External/AA/IVR) with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) WG calls overflowed to other target with wait time less than or equal to Service Level Threshold within report longerval (QueueTime+RingTime <= SLT) Table 12: EXTINFORMATION Version Version of the record 2 = MaxACD 7.0 NodeID MediaType Server ID (System ID) assigned to a MaxACD system in MaxAdmin value: ExtNum Extension number 20 CDR Manual

23 Records and Data Schema Type Type of the extension FirstName LastName ExtURI StartTime EndTime StartTime GMTOffset EndTime GMTOffset RevisionID First name of the extension Last name of the extension SIP URI of the extension GMT timestamp when extension is created; seconds since 01/01/ :00:00. 0 means the extension has been created for the first time. Non-zero means actual start time. GMT timestamp when the extension is removed Offset to GMT time when the extension is created, includes daylight savings, in seconds; ex: Pacific Summer time Offset to GMT time when the extension is removed, includes daylight savings, in seconds; ex: Pacific Summer time Revision ID, beginning from 0; the bigger the number, the older the record Table 13: WGMEMBER (64) (64) (64) Format: yyyymmdd Format: yyyymmdd Version Version of the record 2 = MaxACD 7.0 NodeID TenantID Server ID (System ID) assigned to a MaxACD system in MaxAdmin Unused value: MediaType Media type WGNum Workgroup identifier ExtNum Agent extension number Voice IM (chat) CDR Manual 21

24 Data Schema StartTime EndTime StartTimeGMT Offset EndTimeGMT Offset RevisionID Start time of becoming a member, UTC End time of becoming a member, UTC Time offset of UTC Time offset of UTC Revision ID, beginning from 0; the bigger the number, the older the record Table 14: CUSTOMERFORMDATA Version Version of the record 2 = MaxACD 7.0 Customer SessionID Name Value Customer Chat session ID Form Data tag name Form Data tag value VARCH AR (64) VARCH AR (64) 22 CDR Manual