GLOSSARY

This will be a growing document.  If there are any Telephone Call Logging/Accounting terms that you would like added, please let us know.

We’ve split this into different sections: Switch / Flag / Field terminology; Call Party Terminology; Intervals and Time Frames.

Switch / Flag / Field terminology

Abandoned Queue Queued call hung up.
Absent Diversion Absent Diversion to PSTN.
Access Code This is often just 9 – the number dialled to access an outside line, but can be more detailed routing codes used by the switch.
ACD Automatic Call Distribution.
Alternative Routing Alternate route taken from that selected.
Ansa Delay The ring time (hours: minutes:seconds) before the call was answered (Time To Answer).
Ansa Delay <=15secs The number of calls that rang for 15 seconds or less (hours: minutes:seconds).
Ansa Delay >15secs The number of calls that rang for more than 15 seconds (hours: minutes:seconds).
ATM Asynchronous Transfer Mode.
Avg. Ansa Delay The average ring time of the calls (in seconds) (hours: minutes:seconds).
Avg. Cost The average cost of chargeable calls.
Avg. Duration The average duration of the calls (hours: minutes:seconds).
Bar Call barring.
Blocking Probability During your Busyhour, this is the probabilty of a call being blocked as all lines are in use. Therefore, if the blocking probability is 1%, one call in every 100, may experience blocking (for example, cannot get through).
Busy Engaged.
Busyhour This shows your ‘true’ busy hour for each day, with a summary over your Period at the end.
Busy Diversion Indicates a diversion on engaged.
Call Classification This is similar to the Flags field but will only show you the classification of the call according to the dialled number: Local, National, Mobile, International, Premium, Freephone, Private Wire
Call Start The time the call started to ring (hours: minutes:seconds).
Call Trace This call has been marked for tracing.
Call Type This will be Incoming, Internal, Outgoing, Through / Trunk to Trunk, or Feature.
CAS Channel Associated Signalling.
CDR Call Detail Record.
CIL Call Information Logging (UK generic term).
CILE Call Information Logging Equipment.
CLI Calling Line ID (usually from a private network). This is the incoming number of the person calling you, provided that the number is not withheld by the caller, and your lines are enabled to pass on the CLI.
CLI Location This is the location, according to the Tariff, where the CLI is located.
CLI hidden F Where Calling Line ID has been withheld.
Comm Group Camp On Communications Group internal call waiting.
Comm Group Dialling Communications Group internal speed dialling.
Conference More than one extension involved on one call.
Cost This is the Cost of the call according to the Tariff that is installed in LJ. Cost is only relevant to calls that leave your PBX. (Outgoing, Through, or Incoming that are diverted Out).
CTI Computer Telephony Integrator.
DASS2 Digital Access Signalling System.
Data Where switch knows this is a data only call.
Date The date the call happened
DDI Direct Dialling In.
Dedicated Extension dedicated to I/C or O/G calls.
Dedicated Night Answer Extension used for I/C calls when operators close boards.
Description When you have a description column it is the description of what is in the column immediately to its left.
Direct Trunk Selection Alternative routing override.
DISA Direct Inward System Access.
DPNSS Digital Private Network Signalling System.
Duration This is the full duration of the call (excluding the ring time – TTA), however many parties are involved (hours: minutes:seconds).
Enquiry Enquiry is made to another party whilst a call is placed on hold.
Erlangs A formula devised (by a Danish mathematician and engineer) to gauge the number of telephone lines you need to carry the traffic you generate
Executive Intrusion Extension allowed to interupt an engaged extension.
Extended A call received by the operator is put through or ‘extended’ to an extension.
Feature If the call was a Feature call this will tell you what the feature was.
Flags These are extra bits of information output by the PBX – not all Flags are output by all PBXs. For example you can have a Flags of: Unanswered; Mobile; Operator Involved etc.
Forward All calls forwarded to another extension.
Freephone F Freephone calls.
Group Pickup Indicates that a call was picked up by a member of the Pickup Group.
Hunt Group Call originated from Hunt Group pilot number.
Incoming Calls / Incoming The total number of calls coming into the telephone switch to the extension/operator.
Incomplete Call Record Not enough data to fully process call.
Insufficient Parties F More than six parties involved. A new record string will have been started.
Internal Calls / Internal The total number of Internal calls either made or received to internal extensions.
International F International area codes.
I/O Port Input / Output Port.
IVR Interactive Voice Response.
LCR Least Cost Routing.
Local F Local area codes.
Max. Ansa Delay The maximum time that a single call rang for (hours: minutes:seconds).
Mobile F Pager and mobile phone area codes.
National F National area codes.
Night Bell Calls diverted to night bell.
Node ID The number of a PBX on your network.
No Reply Diversion Indicates a diversion on ring no reply.
OLI Originating Line ID (usually from a private network).
On hook hold Hang up hold feature.
Operator Extended Call has been transferred via the Operator.
Operator Involved F This indicates that an operator has been involved in this call. It could be a transfer, enquiry, etc.
Outgoing Calls / Outgoing The total number of calls which leave the telephone switch.
Party 4Party 5

Party 6

These are the fourth, fifth and sixth part of the call that your PBX knows about, it can be an extension that the call has been transferred to, or it could be a line/trunk if the call is being transferred to a number outside of your PBX, or an operator that the call is being transferred back to. Very few PBX’s output more than 3 parties.
PBX Private Branch Exchange – (also PABX but since all modern switches are automatic, the ‘A’ is invariably dropped. Manual PBXs (PMBX) needed an operator to connect extensions to any call.
PCM Pulse Code Modulation.
Pickup Indicates that a call was picked up by a different party from the dialled party.
Premium F Premium rate area codes.
Preset Diversion Indicates that a diversion on all calls is in place.
Priority to Operator Extension allowed to leap frog any queue to call the Operator.
Privacy Extension cannot be intruded upon.
Private Wire F Internal network calls.
PSTN Public Switched Telephone Network, i.e. the public telephone exchange.
Q931 A signalling protocol running across an E1 bearer circuit.
Rate This is the name of the rate in the tariff that is being used – it will depend on the number dialled and the time of day.
Redial Last number redialled extension key used.
Route Optimisation Route selected that allows for cheapest possible rate.
Save Dial Dialled number saved on a extension key used.
SMDR Station Message Data Record (US generic term for CIL).
Speed Dial System (or telephone) speed dial used.
Supervision Answer supervision. Operator extended or transferred.
Switch Telephone system.
Switch Error Incomplete call.
Tariff This will show which tariff is being used to cost the calls.
Terminated Call terminated due to Optimisation (e.g. to avoid tromboning).
Through Calls / Through Traffic The total number of calls that have come into your switch and been diverted straight out again, without going to an extension or operator.
Timeout on Hold Parked call time allowed expired.
Total Cost This is the total cost of chargeable calls.
Total Duration The total duration of the calls (hours: minutes:seconds).
Transfer Call transferred to another party.
Transfer Initiated A call has been transferred from this extension.
Transfer on Hold Call transferred from Hold or Parked condition.
Transfer Terminated A transferred call was received by this extension.
Trunk to Trunk The total number of calls that have come into your switch and been diverted straight out again, without going to an extension or operator.
TTY Teletypewriter.
Unanswered Call registered by switch but not answered by Operator or Extension.
Unused Item This will show you the number of any extension, line or operator known to LJ that has not been used in the period you select.
Wait Call waiting.

Call Party Terminology

The Link between Parties and Call Type.

Call Type Party 1 Party 2 Party 3
Incoming Line / Trunk Op Extn Operator answered the call and transferred it to an extension
Line/ Trunk Extn Extension answered the call
Line/ Trunk Extn Extn Extension answered the call and transferred it to another extension / or the call was not answered by Party 2 and was Picked Up by Party 3
Internal Extn Extn Extension called another extension
Op Extn Operator called an extension
Extn Op Extension called the operator
Outgoing Extn Line/ Trunk Extension made an external call
Op Line/ Trunk Extn Operator made the external call and transferred it to an extension
Through / Trunk to Trunk Line/ Trunk Line/ Trunk This is where a call goes “through” your switch; it is not answered by an Extension or Operator. It can be where an extension has diverted its calls to an external number and the switch doesn’t tell us about the extension the call was originally destined for.
Feature Extn This can be where an extension puts their phone on divert or removes the divert or perhaps accesses their voice mail etc. The Feature column tells you what the feature was, for the call.

Intervals – Some of these may not be available for your product.

There are various options for intervals, especially those run over a period longer than one day.

Taking the hourly intervals as an example, there are three types to choose from:

Hourly will give you a total after every hour throughout the period of the report;

Hourly and Day will give you totals after every hour with an additional total at the end of each day;

Hourly, ignore Day will accrue the hourly totals throughout the period of the report.

Time Frame – Some of these may not be available for your product.

Last Hour: This will look at calls that occurred during the 60 minutes immediately prior to running the report.
Today: This will look at calls that have happened from midnight to the time the report is run.
Yesterday: All calls that occurred the day before the report is run.
Yesterday and Today: All calls included in Today and Yesterday.
This Week: From Monday of the week the report is run to the minute before the report is run.
Last Week: Monday through to Sunday of the week before the report is run.
Last Working Week: Monday through to Friday of the week before the report is run.
Last 7 Days: The seven days immediately prior to the day the report is run.
Last Two Weeks: Two weeks up to and including the Sunday before the report is run.
Last 28 Days: The 28 days prior to the report being run.
This Month: From the 1st of the month in which the report is run until the report is run
Billing Month: This will give you one month prior to the day run the report. If you run the report on the 15th May, the report period will be 15th April to 14th May.
Last Calendar Month: The calendar month prior to the month in which the report is being run.
Last 3 Billing Months: This will give you three months prior to the day run the report. If you run the report on the 15th September, the report period will be 15th July to 14th September.
Last 3 Calendar Months: This will give you the 3 full calendar months prior to the month when the report is run.
Last 6 Billing Months: This will give you six months prior to the day run the report. If you run the report on the 15th September, the report period will be 15th April to 14th September.
Last 6 Calendar Months: This will give you the 6 full calendar months prior to the month when the report is run.
Last 9 Billing Months: This will give you nine months prior to the day run the report. If you run the report on the 15th September, the report period will be 15th January to 14th September.
Last 9 Calendar Months: This will give you the 9 full calendar months prior to the month when the report is run.
Last Quarter: This will give you 1st Jan to 30th Mar; 1st Apr to 30th Jun; 1st Jul to 30th Sep; or 1st Oct to 31st Dec depending when you run the report. If you run the report in August the report period will be 1st April to 30th June.
This Year: From 1st January of the year in which the report is run, up to when the report is run.
Billing Year: This will give you the 12 months prior to the day the report is run. If you run the report on 15th September 2017, the report will give you from 15th September 2016 to 14th September 2017.
Last Year: This will give you the last calendar year. So if you are running the report in 2017, the report will give you the whole of 2016, provided that all of the data for the year is still stored.
Last 13 Calendar Months: This option will give you the 13 calendar months prior to the month you run the report.
Select Period…: Use this option if none of the above preset fit the date range that you want. Use the Calendar to select the [Start] date and [End] date; or you can simply type the range, for example 3/8/17 to 10/9/17 – LUMBERJACK will expand this to 03/08/2017 to 10/09/2017.