Avaya Experience Portal Documentation Library

Contact Summary (Filters) page field descriptions

Last Updated : Jun 05, 2026 |

Use this page to create a Contact Summary report.

This page contains the:

Select a Source Report group

Note:

This group is available only when you are generating a custom report.
On selecting a source report, the filters on the Add Custom Report (Filters) page is refreshed to correspond to the selected source report.
You cannot change the source report once you save a custom report.


Field	Description
Standard Reports	Select one of the available standard reports as a base for generating the custom report.
Custom Reports	Select one of the available custom reports as a base for generating the custom report.
Report Name	Specify a name for the report. The maximum length of the field is 80 characters and must not contain the following special characters: `, < > ? / \ ! & ( ) + = “ ‘` Note: If you have selected an organization in the field above, the selected organization and forward slash character are automatically prefixed to the report name.

Date and Time group


Button	Description
Predefined Values	The options are: All Dates and Times Today Yesterday This Week Last Week This Month Last Month
Last	Limits the report to a given number of days or hours. Enter that number of days or hours in the associated text field, then select Days or Hours from the associated drop-down list. You can enter a whole number from 1 to 99. The number of days is calculated from midnight to 11:59 p.m. For example, if the current time is 3:00 p.m. on Wednesday and you enter a `3` in this field and select Days from the drop-down, the report will include all activity starting on Monday at midnight through the end of the current day.
Between	Limits the report to a specified range of dates. The default range covers a seven day time span that ends with the current date and time. If you want a different range of dates: In the beginning of the Start Date/Time field, enter the start date using the format `mmm-dd-yyyy` or click the calendar icon to select the date from a pop-up calendar. After the start date, enter the start time using a 24-hour format and the same timezone as the EPM. For example, you could enter `Mar-03-2007 16:26:10`. The default for this field is one week prior to the current date at time 00:00:00. In the beginning of the End Date/Time field, enter the end date using the format `mmm-dd-yyyy` or click the calendar icon to select the date from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter `Mar–10–2007 16:26:10`. The default for this field is the day prior to the current date at time 23:59:59.

Note:

The amount of data available for this report depends on the setting for call data records in the Call/Session Retention Period field in the Report Database Record Data group on the Report Data Configuration page.

For example, if the value is set to 14, you can enter a start date that is two weeks before the current date. If the value is set to 7, you can only check for the previous week.

Optional Filters group

In any text field:

All searches are case insensitive unless otherwise noted.
You can replace one or more characters with a wildcard. To replace one character, use _ (underscore). To replace any number of characters, use a % (percent sign).

For example, car_ matches Cart or cars, while Car% matches Cart, cars, Cart Rentals, Car Rentals, CARPET, and so on.
To specify multiple keywords, any one of which will result in a match, use the , (comma) search operator to separate the keywords. For example, to find all calls that came from either 111-555-1212 or 222-555-1214, you would enter tel:1115551212,tel:2225551214 in the Originating # field.
To specify that a keyword should NOT appear in record, use the ~ (tilde) search operator in front of the keyword. For example, to find all calls that did NOT come from 111-555-1212, you would enter ~tel:1115551212 in the Originating # field.
To specify that multiple keywords must all appear in a record for it to be a match, use the + (plus sign) search operator in front of the keyword.
You can combine wildcards and search operators. For example, if you want to eliminate all calls that originated from numbers in the 408 and 303 area codes, you would enter ~tel:303%+~tel:408% in the Originating # field.


Field or Link	Description
Reset	Restores the default filter settings and displayed column settings. Note: When you click this link, Experience Portal restores the defaults for all filters, even those that are not displayed if the section is collapsed.
Avaya Experience Portal	If your installation has multiple Experience Portal systems that use a shared database, this field lists all of the available systems. The options are: All systems A specific Experience Portal system. If you select this option, only the call sessions handled by the media servers assigned to this system will be shown in the report.
Zone	The options are: All zones A specific zone name Note: The system displays the Zone field only when you create new zones. If you do not create any new zones, you do not see the Zone field. The Zone field is set to the global zone that the user selects. The user chooses the time frame located in the same global time zone that the user selects. The default global time zone is the time zone of the EPM. The user can change the time zone by clicking the Zones filter icon in the upper right corner. The change impacts only the current user and applies to all reports. The selected time frame persists only for the current session.
Zones filter icon	To filter zones, click this icon located at the right side of the page. The system opens the Zone filter window for selecting one or more zones. Note: The system displays the Zones filter icon only when you create new zones. If you do not create any new zones, you do not see the icon. .
Media Server	The name of the Media server that handled the call. The options are: All servers A specific media server name
Organization	Select an organization associated with the custom report you want to generate. If you do not select an organization, this indicates that the user does not belong to any organization. Note: This field is displayed only if organization level access is enabled in the Experience Portal system and you have logged in as a user not assigned to any organization. For more information on organization level access, see Administering Avaya Experience Portal. If you select an organization for a custom report, the option to select an application is enabled. Only those applications are listed which belong to the organization.
Application	The options are: All applications. This is the default. A specific application name. Note: This filter only works for applications compiled with Orchestration Designer 4.0 or later.
more >>	Displays the rest of the optional report filters. Note: The rest of the fields in this group do not display until you click this link.
Originating #	The calling party number or Automatic Number Identification (ANI).
Destination #	All or part of the called party number or Dialed Number Identification Service (DNIS).
Contact Type	The options are: All values Inbound Outbound
Duration	The length of the call in seconds. All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
End Type	The options are: All values Near End Disconnect: The application completed and terminated the contact. Transfer: The application transferred the contact. Far End Disconnect: The calling party terminated the contact by hanging up. Interrupted: The contact was terminated because the grace period expired for an Media Server shutdown request from the EPM. Not Routed: The contact was not routed because no applications exist for this DNIS. No Resource: The contact was not handled because no speech resources could be allocated. Session Manager Error: The session encountered a problem and could not continue. Redirected: The contact was redirected. For example, SIP Refer. Rejected: The contact was rejected. For example, set when a contact is rejected through a CCXML app, or if the contact is rejected when attempting to connect the contact because the contact is disconnected before it is answered. Merged: The contact was merged with another contact. For example, SIP Refer w/replace. N/A: When the media server does not specify any end type it will be shown in the reports as N/A. Timeout: Displayed if the HTML session times out or the user abandon’s the HTML page.
End Details	Additional information to End Type on how the contact ended. For example, you can specify the `Busy` filter to view all outbound contacts that received a busy signal. The options are: Application exited Busy Hangup Insufficient Media Server Resources Insufficient Telephony Resources Internal Error Invalid Called URI Network Busy No Answer SessionTerminated SIT (Special Information tone) for disconnected number tel: transferdestination# Unknown Disconnect Reason
Port	The number of the port used for the call. Note: You cannot perform wildcard searches in this field.
Reason Code	The options are: All values No Resource Busy No Answer Network Busy No Route Network Disconnect Unknown Near End Disconnect Far End Disconnect Transferred Internal Error
Redirected Number	If Avaya Experience Portal receives one or more SIP `INVITE` methods that include a `History-Info` header with the `Reason` attribute set to `Redirection`, this field contains the information in the first such header received.
Switch/Proxy	The name of the switch or proxy that handled the call.
Switch Encryption	The type of encryption used on the switch.
Switch Protocol	The options are: All values H.323 SIP SIPS
Time Until Call Connected	The number of milliseconds until the call was connected. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
First Prompt Latency	The number of milliseconds after Avaya Experience Portal received the call before the initial prompt began playing. Note: The First Prompt Latency value includes both the time it took Avaya Experience Portal to answer the phone as well as the time it took the first application page to load and request that a prompt be played. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Contact ID	The unique identifier for the call assigned by the Media Server. If the call uses an H.323 connection, this field is in the format `MPPName`-`Port`-`SessionID`, where: `MPPName` is the name of the MPP server. `Port` is the Avaya Experience Portal port number. `SessionID` is the session ID assigned to the call. If the call uses a SIP connection, this field is in the format `MPPName`-`SIPPortGroup`-`SIPChannel`-`SessionID`, where: `MPPName` is the name of the MPP server. `SIPPortGroup` is the SIP port group number. `SIPChannel` is the SIP channel number. `SessionID` is the session ID assigned to the call.
Session ID	The unique identifier for the session assigned by the Media Server. Note: This field is case-sensitive.
Media Type	The options are: All Values HTML Email Email DSN SMS SMS Lookup SMS Receipt Video Voice
Provider Name	The name of the Email or SMS provider that handled the message. For HTML contacts: It contains the browser-reported operating system and vendor information. For example, “Windows Desktop;Firefox;44.0” or “IPhone;Safari;8.0”.
Message	The body of the email or SMS message. Note: The number of characters is controlled though the administrator when configuring an application. The default is 0, to designate that no portion of the message is stored. A value of 5, would result in the first five characters of the message stored in the CDR message column. The maximum value is 160. This value can be increased by setting thevoiceportal property called `maxProviderMessageSize` and altering the Oracle and MS SqlServer database schema for the message column.
Message Status	The status of the message from the provider where: 0 means success -1 means the status is unknown Any other value means that an error was reported by the provider such as email server or SMSC
UCID	The Universal Call Identifier (UCID) assigned to the application that handled the call.
Audio/Video Filters Section
Audio Codec	Audio codec used in the call.
Video Codec	Video codec used in the call.
Video Frame Rate	Video frame rate used in the call in Frame Per Second (FPS). The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Video Bit Rate	Video bit rate used in the call.
Video Screen Size	Video screen resolution delivered on the call.
RTP Filters Section
Server Observed Jitter	An estimate of the statistical variance of the RTP data packet inter-arrival time, measured by comparing timestamp units and expressed as an unsigned integer. Jitter provides a measure of transient network congestion, where lower numbers represent better audio quality. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Number of Packets Server Lost	The total number of RTP data packets from source that have been lost since the beginning of reception. This is the number of packets expected minus the number of packets actually received, where the number of packets received includes any which are late, or duplicates. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Number of Packets Server Received	The total number of RTP data packets received from the source. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Round Trip Between Server and Far End	The delay, expressed in milliseconds, between receiving the last SR packet from source SSRC_`n` and sending a reception report block. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Far End Reported Jitter	The Jitter reported from the far end of the RTP stream. The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Number of Packets Far End Lost	The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Number of Packets Server Sent	The options are: All values Less Than `<enter value>` Equal To `<enter value>` Greater Than `<enter value>`
Other Filters section
Originating Number Count	Enables you to monitor how often the system received calls from the same originating numbers, during the time frame of the report. You can select any one of the following options to filter calls based on the number of such instances: All values Less Than <enter value> Equal To <enter value> Greater Than <enter value> For example, If you select Greater Than and enter 1 as the value, the report lists only repeat calls, that is calls from the same originating numbers. If you select Equal To and enter 1 as the value, the report lists only those calls which are not repeat calls.
Sessions from Custom Report	Limits the sessions in this report to those found in the selected custom report. Note: Applies all filters specified in another custom report, except the Date and Time filter. This option helps you to use filters across different custom report types. For example, if you have a custom Application Detail report that shows when blue cars are rented, you can view a Contact Summary report that contains only calls on which blue cars were rented. Select a custom report from the drop-down list which includes all available custom reports.
<< less	Collapses the Optional Filters group.

Report Type group


Fields	Description
Summarize By	The report type or types you want to summarize by. The options are: Area Code displays the Summary By Area Code table. Note: This field is displayed only for the Avaya Experience Portal installations in the USA and Canada region. Application displays the Summary By Application table Day displays the Summary By Day table and the Peak Contact Hour and Peak Contacts fields DNIS displays the Summary By DNIS table Duration displays the Summary By Duration table Email Statistics displays the Summary By Email Statistics table End Type displays the Summary By End Type table Hour Of Day displays the Summary By Hour of Day table and the Peak Contact Hour and Peak Contacts fields Media Server displays the Summary By Media Server table Media Server Port Utilization displays the Summary By Media Server Port Utilization table Peak Busy Ports displays the Summary By Peak Busy Ports option. RTP Statistics displays the Summary By RTP Statistics table SMS Statistics displays the Summary By SMS Statistics table
Trending By	Displays reports that you can compare over a period of time. Note: You can compare five items in a single report. For more information, see Trending By Report.

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