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Variphy CUCM CDR Call Analytics Call Scenario Guide & Dictionary

  • Total Calls
  • Connected Calls
  • Not Connected Calls
  • Abandoned Calls
  • Abandoned Off-Hook Calls
  • Answered Calls
  • Forwarded Calls
  • Voice Mail Calls
  • Transferred From Calls
  • Transferred To Calls
  • Transferred (Blind) To Calls
  • Transferred (Consultative) To Calls
  • Long Duration Calls
  • Medium Duration Calls
  • Short Duration Calls
  • Two Way Video Calls
  • One Way Video Calls
  • Queued Calls

Definition: Call Scenario Types

Each call, as represented by a CDR, will involve 1 or more Call Scenarios, which help classify and describe the call:

  • Did the call connect?
  • Was it answered, go to voicemail, or abandoned?
  • Was the call forwarded and/or transferred?
  • Was it a short, medium, or long duration and/or did it involve video?

By using classifying Call Scenarios in Call Analytics, you are able to compute and identify breakdowns and key statistics for the Call Scenarios that are important to you, such as the # of Connected vs Not Connected Calls, Answered vs Abandoned, etc.  

Variphy offers many Call Scenarios, which are defined below.  Keep in mind that many Call Scenarios can often apply to a single call/CDR .  

Call Scenario TypesDescription
Total CallsAll calls for the specified Search Set Criteria (original search results) and also the combination of the Connected and Not Connected Calls
Connected CallsCalls in which a connection was established, regardless of duration and also the combination of Answered and Voice Mail Calls
Not Connected CallsCalls in which a connection was not established
Abandoned CallsCalls in which the originating party dialed a number and then hung up/ended the call first before a successful connection was established
Abandoned Off-Hook CallsCalls in which the originating party hung up/ended the call before dialing/calling any number or destination
Answered CallsConnected calls which were not answered by a voicemail port or device (e.g. not a voice mail call)
Forwarded CallsNon-Voice Mail Calls where the original called party (dialed) number is different than the final called party number
Voice Mail CallsCalls which are answered by a voicemail port or device, regardless of duration
Transferred From CallsCalls which resulted in a transfer (either blind or consultative) to an ensuing call
Transferred To CallsCalls which were the result of a transfer (either blind or consultative) and also the combination of Transferred (Blind) To Calls and Transferred Consultative To Calls
Transferred (Blind) To CallsCalls which were the result of a blind transfer from a previous call
Transferred (Consultative) To CallsCalls which were the result of a consultative transfer from a previous call
Long Duration CallsCalls in which the duration is greater than or equal to the specified long call duration. The default duration is 1 hour (3600 seconds).
Medium Duration CallsCalls in which the duration is between the specific short and long call duration. The default short duration is 10 seconds and long duration is 1 hour (3600 seconds).
Short Duration CallsCalls in which the duration is less than or equal to the specified short call duration. The default duration is 10 seconds
Two Way Video CallsCalls in which the video was used/transmitted by both the originating and terminating party
One Way Video CallsCalls in which the video was used/transmitted by either the originating or terminating party, but not both
Queued CallsCalls in which the native CUCM call queuing took place, regardless of queue duration
Updated on March 30, 2020

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