View Call Segments

If your system administrator has enabled the Segmented SMDR option to display call segment details, you can see these details in your call history. For example, if a call was twinned, you can see the details of those segments in the list.

The My Calls page shows segment information only for the calls that you make, receive, transfer, put on hold, or act on in some way. The page does not show calls made or acted on by other users.

For example, if you call another user who answers and then puts your call on hold, you only see a segment for the call that you dialed. The user who put your call on hold can see the held segment in their call history.

To show or hide the call segment information, click the show/hide icon in the header row for all calls, or in a specific row for one call.

It can take up to five minutes after a call completes for the My Calls page to display the call segment information. During that time, the segment show/hide option is greyed out.
The CDR and SMDR properties configured for your system affect whether call segment information is displayed in your call history. If you don't see the information that you expect, contact your system administrator.
If you pick up a twinned call on your cell phone:
- The Dialed segment shows a disposition of "NoAnswer".
- The Twinned segment shows "External".

The system displays the following information for each segment of a call:

Initiation — The origin of the call segment:
- Dialed — the actual extension or number dialed, or the extension or number to which the call was forwarded.
- Feature — initiated by a feature activation.
- Held — the call was placed on hold.
- Parked — the call was parked at the location shown in the Answer column.
- Pullback — the twinned call was pulled back to your desk phone.
- Redirected — the call was redirected, for example, to a conference call location.
- Rerouted — the call was rerouted based on selective call routing (SCR) settings.
- Retrieved — the call was retrieved from the location shown in the Target column.
- Transferred — the call was transferred to another target (destination).
- Twinned — the call was answered by a twinned cell phone.
Start — The time that the call segment started, based on the time zone configured for your company.
Originator — The extension or number that initiated the call segment.
Dialed — The dialed digits of the segment. These could be a park location (PL, PL-x), conference (conf-x), a list (part of a group call), or blank (if no digits were dialed, such as for a transferred call). Note that a parked location can be identified as PL or PL-x, where x is a specified park location. A conference call is identified as conf-x, where x is the specified conference number.
Target — The terminating endpoint of the segment:
- Phone or extension number
- External
- Voicemail (VM-x)
- Park location (PL-x)
- Conference (conf-x)
- Blank (if no digits were dialed, such as for a transferred call)
- A list of extensions
Answer — The endpoint that answered the segment:
- Phone or extension number
- External
- Voicemail (VM-x)
- Park location (PL-x)
- Conference (conf-x)
- Blank (if no digits were dialed, such as for a transferred call)
Ring Time — How long the segment rang before being actioned.
Talk Time — The duration of the conversation part of an answered segment, or the length of time that a call was on hold.
Disposition — The result of the call:
- Abandoned — the caller that you placed on hold ended the call before you resumed it
- Answered
- NoAnswer
- CallCoverage
- CallForward
- Final—the call was routed to the final destination, based on the user's selective call routing (SCR) settings
- Intermediate — the call was routed based on your selective call routing (SCR) settings
- Rejected — the call was rejected based on your SCR settings
- Resumed — you picked up a call that you previously placed on hold
- Treatment — handled by the system for an invalid extension number or offline device, for example

Document Version: Final 1.0

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