Cisco Cisco Computer Telephony Integration Option 8.5 User Guide
Chapter 6 Interpreting Call and Statistical Information
Call Information
6-2
Cisco ICM Software CTI OS Agent Desktop User Guide Release 7.0(0)
Call Information
The Call Information section of the CTI Toolkit Agent Desktop screen displays
call-related data for each call currently on the softphone.
call-related data for each call currently on the softphone.
lists and
describes each column in the Call Information section.
Agent Statistics
The Agent Statistics display provides statistical information about the agent
currently at the teleset device. This information is updated periodically, as well as
after a call.
currently at the teleset device. This information is updated periodically, as well as
after a call.
lists all the agent statistics that are visible on the Agent
Statistics display.
Table 6-1
Call Information Values
Column
Definition
CallID
The Call ID value assigned to this call by the
peripheral or the ICM.
peripheral or the ICM.
Status
The status of the call, such as Ringing, Talking, or
Held.
Held.
DNIS
The Dialed Number Identification Service number
provided with the call.
provided with the call.
ANI
The calling line ID of the caller, usually the caller’s
phone number.
phone number.
CED
The digits entered by the caller in response to IVR
prompting.
prompting.
DialedNumber
The number that the caller dialed.
CallType
The general classification of the call type.
UserToUserInfo
The ISDN user-to-user information element.
WrapUp
Call-related wrapup data.
Var1 through Var10
Call-related variable data.