Contact Detail Report page field descriptions

Last Updated : Mar 04, 2021 |
Prolog information
Metadata
Keywords:
Use this page to view, print, or export a Contact Detail report.
This page contains the:

Summary section

Field
Description
Total Contacts
The total number of calls handled that match the specified filter criteria.
Average Duration
The average call duration in seconds that match the specified filter criteria.
In addition, this section includes a field for each filter you specified on the Contact Detail page.
For example:

Contact detail table

This page contains a table with one or more of the following columns, depending on the Show Column selections you made on the Contact Detail page.
Tip:
To sort the report, click the up arrow (sort ascending) or down arrow (sort descending) next to a column header. In some cases, the report is reordered based on an internal numeric code rather than the displayed text.
Column
Description
Start Time
The date and time the call was received.
Avaya Experience Portal
The name of the Experience Portal system to which the associated media server is assigned.
Zone
The name of the zone where the media server is located.
Media Server
The name of the Media server that handled the call.
Application
The name of the application that handled the call.
The name displayed in the Application column is in the format: organization/appname when an application is assigned to an organization.
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:
  • Inbound
  • Outbound
Duration
The length of the call in seconds.
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.
Reason Code
The options are:
  • 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:
  • H.323
  • SIP
  • SIPS
Time Until Call Connected
The number of milliseconds until the call was connected.
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.
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.
UCID
The Universal Call Identifier (UCID) assigned to the application that handled the call.
Media Type
The type of media transferred during the call. For example: Email, SMS, video, voice, and so on.
Message
The body of the email or the SMS message.
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
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”.
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).
Video Bit Rate
Video bit rate used in the call.
Video Screen Size
Video screen resolution delivered on the call.
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.
Server Packets 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.
Server Packets Received
The total number of RTP data packets received from the source.
RTP Round Trip Time
The delay, expressed in milliseconds, between receiving the last SR packet from source SSRC_n and sending a reception report block.
Note:
If no SR packet has been received yet from SSRC_n, this field is set to zero.
Far End Jitter
The Jitter reported from the far end of the RTP stream.
Far End Packets Lost
The total RTP data packets lost as reported by the far end of the RTP stream.
Server Packets Sent
The total number of RTP data packets transmitted by the sender.
View Session Details icon
To view the details for a particular session, click this icon at the end of the row. Avaya Experience Portal displays the Session Details page.