Certain call scenarios can cause confusion when interpreting historical and real-time statistics. In general, these are calls that either include more than one trunk or there are more than two participants in the call.

• Trunk to Trunk Calls, calls that link two trunks together and are no longer connected to any internal extension
• Conference Calls, calls where there are more than two participants. This can be a mixture of internal and external participants
• Dynamic Extension Express Calls (DEE), these are personal routing calls where the phone system hunts around more than one of a user's extensions/external numbers to find them

The following sections outline how each of the call scenarios listed above affects the various aspects of historical and real-time reporting.

 

Trunk to Trunk

These are calls that connect to external parties together, with no internal device involved in the call.

Historical

Trunk to trunk calls have the following effect on historical reports:

Template Type	Description
Call List	When viewed in a call list, trunk to trunk calls will appear only once, but with details of both trunk numbers and outside numbers involved in the call.
Calls by Trunk	When viewed on a Calls by Trunk report, the call will be summarized against each trunk that was involved in the call.

 

Real-Time

Trunk to trunk calls have the following effect on real-time tiles & grids:

Statistic Type	Description
Active Call Statistics	Calls In Progress External: Trunk to trunk calls will count twice in active external calls, once for the inbound leg and once for the outbound leg.
Call Totals	Calls Inbound/Outbound: The call is accounted for in both the Calls Inbound and Calls Outbound statistics. This logic applies to all statistics that are calculated from these, such as % Calls Inbound/Outbound. Calls External/Calls Handled: Trunk to trunk calls are counted twice, once for the inbound leg and once for the outbound leg.
Trunk Grid	Trunk to trunk calls will display twice on a Trunk Grid, once for each trunk involved in the call.
Call Grid	Trunk to trunk calls display as a single call on the Call Grid

 

 

Conference

Conference calls are calls which include 3 or more devices. These can be a mix of extension and trunks (external calls).

Historical

Conference calls have the following effect on historical reports:

Template Type	Description
Call List	When viewed in a call list, conference calls will appear only once, but with details of both trunk numbers and outside numbers involved in the call.
Calls by Trunk	When viewed on a Calls by Trunk report, the call will be summarized against each trunk that was involved in the conference. The trunks may be involved as inbound or outbound calls depending on how the conference was set up.
Calls by Extension	When viewed on a Calls by Extension report, conference calls will be counted against each extension that is involved in the conference.

 

Real-Time

Conference calls have the following effect on real-time statistics and grids:

Statistic Type	Description
Active Call Statistics	Calls In Progress: Each participant of a conference will be counted within the active call statistics. External parties will be counted under ‘Calls In Progress External’ for example.
Call Totals	Each party of a conference will be counted within the call totals statistics.
Trunk Grid	Any external participants in conference calls will be displayed as a normal incoming or outgoing call on the trunk grid.
Extension Grid	Any internal participants in conference calls will be displayed as a normal incoming or outgoing call on the extension grid (and agent grid if an ACD agent is logged into one of the extensions).
Call Grid	A conference will shows as a single entry on the call grid, no matter how many participants are involved in the conference.

 

 

Dynamic Extension Express

 

DEE calls have a large impact on both historical and real-time data. When a user receives a DEE call, it is effectively a hunt group call which can be answered on any of the user’s device. To make matters more complicated, DEE calls can be answered on external number such as a home or mobile number.

 

Historical

DEE calls have the following effect on historical reports:

Template Type	Description
Call List Segmented	When viewed on a segmented call list, each device which is alerted as part of a DEE call will be displayed. The hunt group parameter is populated with DEE to indicate why the extension was called. Lost Calls: On call list reports, unanswered DEE calls that have alerted an external device will appear twice as a lost call, once for the unanswered inbound leg, and once for the unanswered outbound leg
Calls by Trunk	When viewed on a Calls by Trunk report, the call will be summarized against each trunk that was involved in the call. If the DEE call originated externally, it will be counted against the incoming trunk. If the call alerted or was answered externally, it will be counted against the outgoing trunk.
Calls by Extension	When viewed on a Calls by Extension report, DEE calls will be counted against each extension that the calls rang at and will be classed as answered on the extension it was answered on and missed/lost on all other extensions it rang at.
Calls by User	When viewed on a Calls by User report, DEE calls will appear once no matter how many of the user's devices rang. The call will be classed as answered if it was answered at any of the user's devices.

 

Real-Time

DEE calls have the following effect on real-time statistics and grids:

Statistic Type	Description
Active Call Statistics	Calls In Progress External: External DEE calls will be displayed in active call statistics. If the DEE call originated externally, it will display as a trunk to trunk call would. If it originated internally, the external leg will appear as an external outbound call.
Call Totals	Calls Outbound/Outbound (DEE)/Calls External/Calls Handled:  Externally answered DEE calls are excluded from the normal Call Total statistics. They are not calculated as part of the Calls Outbound/External or Handled statistics. Instead, a dedicated statistic named Calls Outbound (DEE) is provided for these externally answered calls.
Trunk Grid	Externally ringing/answered DEE calls will display as a normal outgoing call on the trunk grid.
Call Grid	DEE calls will display as a single call on the call grid, event when ringing multiple numbers