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- Customer phone number
- Agent Login Id
- Station
- extension or trunk equipment location identifying the originator of the call
- Note: This field is blank if the trunk is not measured, or for internal calls if the originating extension is not measured.
Interpreting the Report
Each call trace is grouped by a CallTraceId identifier and can comprise one or many rows of data. Each row represents a call segment.
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Additional field information is contained in the csv export for the CMS Call Trace Report, such as if the Agent released the call (AGT_RELEASE), the Trunk Group associated with the call or if the Agent activated their audio feature button(AUDIO) to indicate poor audio quality for the call.
Note: The report can contain date-time ranges outside of the range selected in the report filter. This is because a 'call trace' can contain segments starting before or ending after that filter time frame.
CMS Database Item Definitions
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