Station Message Detail Recording (SMDR) Feature

SMDR Report Fields


Sample SMDR report in ISDN format.

This section describes the symbols that appear in call records, in order of precedence. The last topic in this section explains conditions under which the field is left blank.

Asterisk (*). For an incoming call in systems with the Talk Time option disabled, this column displays an asterisk ( * ) only when the caller disconnected after the call was answered anywhere in the system. For an outgoing call, an asterisk ( * ) indicates that the called party disconnected. If the call was on a loop-start facility without reliable disconnect supervision, no asterisk ( * ) appears.

When the Talk Time option is enabled, an asterisk is also displayed when a call arrived for an Auto Login or Auto Logout Calling Group and the caller hung up before talking to a group member, even if the caller was connected to the system. This functionality provides more specific information about these types of calls. For example, an asterisk ( * ) appears when the caller hung up while waiting in the Calling Group queue or the QCC overflow queue. An asterisk is also recorded when a call was transferred to an Auto Logout or Auto Logout Calling Group and the caller abandoned the call while waiting in the queue. In either case, the TALK field records zero (00:00).

Question Mark (?). A question mark (?) appears when the reported telephone number exceeded 15 digits in length. This can occur also when the caller dials digits after the call is completed (for example, digits dialed to log into a voice mail system).

Ampersand (&). This symbol appears in systems only when the Talk Time option is enabled, and only for incoming calls to an Auto Login or Auto Logout Calling Group. An ampersand ( & ) is recorded if the call was answered by the Auto Login or Auto Logout overflow Calling Group (overflow call). A duration greater than zero (00:00) appears in the TALK field.

If the Calling Group type is Integrated or Generic Voice Messaging Interface (VMI), an ampersand does not appear on the incoming call record for an overflow call, even if the overflow receiver is an Auto Login or Auto Logout Calling Group. In this case, the overflow Calling Group is considered the intended call destination and the call is not reported as an overflow call. For more information about Auto Login, Auto Logout, Generic VMI, and Integrated VMI Calling Group types, see Group Calling.

Exclamation Point (!). An exclamation point ( ! ) is recorded for incoming calls to an Auto Login or Auto Logout Calling Group when the Talk Time option is enabled. An exclamation point ( ! ) and a Talk Time duration of zero (00:00) indicate that the call was picked up by someone other than a Calling Group member. A Talk Time duration greater than zero (00:00) is reported under the following circumstances:



By comparing the duration of the call (DUR. field) and the TALK field value for eligible calls, you can determine how long the caller waited, beginning at the time when the call arrived at the system. MERLIN LEGEND Reporter calculates this value, along with others such as the average talk time for agents, to create reports about call center performance.

Blank Field. The CALL TAG field is blank for the following types of calls when neither party abandoned the call after connecting and none of the other symbols apply:

  SMDR Report Fields: CALL TYPE
  SMDR Report Fields: DATE
  SMDR Report Fields: TIME
  SMDR Report Fields: CALL TAG
  SMDR Report Fields: DUR.
  SMDR Report Fields: LINE
  SMDR Report Fields: STN.
  SMDR Report Fields: ACCOUNT
  SMDR Report Fields: TALK
  At a Glance
  Considerations & Constraints
  Telephone Differences
Feature Interactions