Contact Detail Report page field descriptions

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.