The Call Data Report (CDR) will have an Originating and a Terminating leg for each step of the call. For example, if I call extension-to-extension, the CDR becomes the Originating, and there is another CDR for the user which is Terminating.
Call Flow Steps
- In this example, an outside caller (BF_CALLINGNUMBER) dialed a toll-free number 833-3xx-xxxx which terminates to a hunt group.
- The hunt group call forwarded (BF_REDIRECTINGREASON = unconditional) to an Auto Attendant.
- The caller made a selection from the Auto Attendant, which pointed (“deflection”) to second Auto Attendant.
- The caller made a selection there that pointed to a Call Center.
- The Call Center initially attempted to deliver to an Agent (extension 8001) but that went unanswered (BF_ANSWERINDICATOR = N) so the Call Center delivered it to another Agent
- (extension 0678), who answered.
- After speaking to the caller for about 1.5 minutes, the agent then transferred (“deflected”) the call to an outside toll free number, 877-8xx-xxxx.
Reference Link: DW Broadsoft CDR
Reference PDF: Data Warehouse CDR Example (redacted).pdf