# ACD and SMDR Reports

Station Message Detail Recording (SMDR) provides additional details about call rerouting and call transfer when ACD is provisioned.

External SMDR records are generated for incoming trunk calls if

- external SMDR is enabled in the trunk's COS

- the trunk seizes an ACD path destination.

## SMDR Details and Formats

## ACD-specific Details

### Hold Retrieve

When a call is retrieved by a non-agent or an agent who is not a member of the group that originally received the call, the answering group in the SMDR record appears as 000.

In this example, CO trunk 011 calls path 123 and is answered by agent 1009 group 031. Agent 1009 places the call on hold. A non-agent at extension 4000 retrieves the call. The answering group appears as 000.

09/10 08:31 00:00:20 T001 005 P123 030 031 032 031 1009

09/10 08:31 00:00:20 T001 005 P123 030 031 032 000 4000

### Call Pickup

If a non-agent uses Call Pickup to answer a call, the answering group in the SMDR record appears as 000.

If an ACD agent uses Call Pickup to answer a call, the agent's group appears in the SMDR record as the answering group, even if the answering agent's group is not a member of the path that received the call.

In this example, CO trunk 23 calls path 001. ACD agent 1002, a member of group 115, answers the call by using Call Pickup. The answering group appears as 115.

09/10 08:31 00:00:20 T023 008 P001 012 013 014 115 T 1002

### Calling Party, Called Party, and Third Party Fields

The Calling Party, Called Party, and Third Party fields identify Agent IDs rather than the extension number of agents' telephones. ACD paths are represented by their Path IDs rather than their directory numbers.

### Digits Dialed Format for Path Calls

Digits dialed appear in columns 34 through 59. For ACD path calls, the field includes

- the path called

- he primary and overflow groups to which the call was presented

- the group which answered the call.

To accommodate both networked ACD and the quantity of information within the field, paths and groups are identified by their programmable identifier numbers rather than their directory numbers. Path numbers are always prefaced with the letter "P" and interflowed calls are indicated by the presence of the letter "I" in the transfer/conference field. If there is an interflow destination it is provided in the third party field.

If an incoming trunk call interflows out of an ACD path without being answered, the SMDR record indicates the ACD path and the letter "I" appears in the transfer/conference field to indicate the interflow. If an interflow destination is programmed, the interflow destination appears in the Third Party field and a second SMDR record is generated. The second record is created as if the trunk directly dialed the interflow destination. The call start time, call duration, and time to answer fields are reset for the second record.

### SMDR Path Reporting for Internal ACD Calls

Calls that originate internally to the PBX can be tracked in SMDR logs.

When the "Path Reporting for Internal ACD2 Calls" option in the SMDR Options form is set to "Yes":

- path reporting for internal calls resembles the path reporting of external calls.

- the Dialed Digits field contains the path and skill group reporting numbers that show a given ACD call's progression through the path.

- the Requeue (R), Interflow (I), Unavailable (U) flags and the Third Party field of the SMDR record are filled in as appropriate for the call.

When an incoming internal call is submitted to a remote agent:

- the remote agent's group number appears in the Internal SMDR record's Path Reporting string, whether or not the remote agent answers the call.

- the Duration of Call and Time to Answer fields (of the Internal SMDR record responsible for Path Reporting) are filled in as if the call had not been answered, whether or not the remote agent answers the call.

- the call is transferred to the remote agent on an outgoing trunk creating an external log that details the final outcome of the call.

When a Requeue occurs as the result of a remote agent Auto-Logout, the Requeue information does not appear in the Internal SMDR record responsible for Path Reporting on the Distributor PBX.

When Path Reporting for Internal ACD Calls is set to No, the SMDR record for an internal ACD call displays the digits that were dialed in the Dialed Digits field, not the Path Reporting for that internal call.

### Path Reporting Numbers at an Answer PBX

Path reporting number is provided for remotely answered ACD calls. When a remote ACD call is answered by an agent, the SMDR record output on the answering PBX shows the path reporting number if available. If it is not available then the Path DN is shown in the SMDR output.

For example:

Path reporting number is available on answering PBX (in this example, P234):

01/28 12:11P 0000:00:08 X100 0005 2226204 P234 4001 3001
888 7776204 A7770013 B

Path reporting number is not available on answer PBX (the path DN is presented, in this example 2228001):

01/28 12:11P 0000:00:08 X100 0005 2226204 2228001 4001 3001
888 7776204 A7770013 B

### Path Unavailable

If an incoming trunk attempts to seize an unavailable path, the SMDR handling is similar to path interflows. A second SMDR record is generated if there is a path unavailable answer point. The path unavailable is indicated by the presence of the letter "U" in the transfer/conference field. If no unavailable answer point is programmed, only one SMDR record is generated. The first SMDR record identifies the path unavailable answer point in the third party field. The second record is created as though the trunk directly dialed the interflow destination. The call start time, call duration and time to answer fields are reset for the second record.

### Agent Logout on No Answer

If an agent is logged out as a result of not answering an ACD path call, the caller is re-queued to the groups they were queued. An SMDR record is output at the time the agent is logged out and the ID of the agent is recorded in the 3rd party field. The trunks SMDR record is updated to collect the remainder of the call progression information. This operation is similar to the generation of SMDR records for interflow and path unavailable.

The caller re-queue SMDR record is indicated by the letter "R" in the transfer/conference field and the logged out agent's ID in the 3rd party field. The second record is generated as though the trunk made a second call to the same path. The call start time, time to answer and call duration are reset for the second record. The path dialed digits are re-captured so that changes to group and or path status's can be reflected in the second record.

### External SMDR Features Affected

The Management and Reporting aspects of the ACD feature have the following impact on the output of external SMDR:

Unsupervised Transfer To A Path, No Transfer Options Enabled - If the incoming trunk call is transferred, unsupervised to an ACD path, either by the attendant or from another telephone, a second SMDR record is created. The first record is the normal incoming trunk SMDR record that shows the call being transferred to the ACD path. The second record is the same as though the trunk directly seized the path. The call start time, call duration and time to answer fields are reset for the second record. The third party field only shows the first transfer.

If the incoming trunk call is supervised transferred to a path agent or from a path agent to another destination, only one SMDR record is generated. This SMDR record has its digits dialed field formatted consistent with having dialed a path or another destination. The third party field indicates the party receiving the transferred trunk call. The SMDR record is marked in the normal manner to indicate the supervised transfer. The third party field indicates the first transfer of a multiple transfer call.

Unsupervised Transfer To A Path, Report Transfers = MCD - If a trunk call is transferred, unsupervised to any destination by an extension, a second SMDR record is created. For attendants, only unsupervised transfers of trunk calls to ACD paths generate an interim SMDR record.

The first record is the normal incoming or outgoing trunk SMDR record with the third party showing the recipient of the transfer. The call start time, call duration, and time to answer fields are reset for the second record. For incoming records, the dialed digits is updated to reflect the new destination. If the destination is a path then the field is formatted according to ACD. For attendant handled transfers, the functionality is the same as with no transfer options enabled, therefore, these are omitted.

Supervised Transfer To A Path, Report Transfers = MCD - If an extension transfers a trunk supervised, a record is generated at the time of the transfer and a second record is setup to capture the remaining call progression. If an attendant transfers a trunk supervised, no interim record is generated even if the call is to a path. For attendants, the functionality is the same as that with no SMDR transfer options enabled.

For incoming calls, if a second record is generated and the called destination is a path, then the dialed digits is path formatted.

Unsupervised Transfer To A Path, Report Transfers = All - If a trunk call is transferred unsupervised to any destination by an extension or attendant, a second SMDR record is created. The first record is the normal incoming or outgoing trunk SMDR record with the third party showing the recipient of the transfer. The call start time, call duration, and time to answer fields are reset for the second record. For incoming records, the dialed digits is updated to reflect the new destination, and, if the destination is a path, then the field is formatted according to ACD.

Supervised Transfer To A Path, Report Transfers = All - If an extension or attendant transfers a trunk supervised, a record is generated at the time of the transfer and a second record is setup to capture the remaining call progression.

For incoming calls, where a second record is generated and the called destination is a path, then the dialed digits is path formatted.

Transfers To Path, SMDR record transfer = Yes - The Record Transfer feature is applicable to outgoing external SMDR records only. Its basic purpose is to work with the meter Pulse Reporting feature of SMDR to ensure fairness of call charging. The feature generates a new SMDR record for each transfer, supervised or unsupervised. The feature only reports answered transfers; therefore, recalls are not reported as transfers. The digits dialed field retains the external number for each new record until the call completes. Meter pulse readings are updated for each interim transfer record. This feature takes precedence over MCD Report Transfers for outgoing calls. The feature also takes precedence over ACD dialed digits format, the ACD reporting of interflows, path unavailable, and re-queues for outgoing calls. ACD only interacts with this feature in that if a logged in agent or path is involved these entries are represented by their IDs rather than directory numbers. This feature is not supported for XNET calls.

Conference Calls - ACD interacts with conference calls in that logged in agents, groups, and paths are reported by their IDs rather than their directory numbers. If an incoming trunk calls a path, the incoming SMDR record uses the ACD format for the dialed digits.

MCD SMDR Indication Of Rerouted Incoming Calls - Current SMDR operation, with the MiVoice Business option enabled, records all reroutes (NOTE: call forwards are not recorded) incurred for incoming calls. For simple incoming calls and MiVoice Business calls, this operation remains the same. For calls which reroute or forward to a path, there is no indication in the SMDR record. The call duration and time to answer fields include the time to reroute or forward to the path.

Related Topics

- ACD Overview

- Networked ACD

- ACD Planning

- ACD Programming

- ACD Real Time Events Records

- ACD Telephone Feature Operations

- ACD Terminology