Enrichment of call records for calls arriving to call centers to allow various statistics about agents and call paths
The info required for statistics of certain agent includes should contain info:
Which HG/department the call came for
How much time agent spent speaking to calling client (as opposed to how much time the call is billed for)
Was the call transferred to other agent/group?
Was the call forwarded to other agent/group?
Was the call terminated to voicemail?
...
Synety expressed their requirements as need to produce XDRs in different logic then what we have, for example requirement to produce the xdr for forwarding entity. This is not easilly achivable so we suggested to add some xdr extensions to cover just part of their needs. See https://docs.portaone.com/DevelDocs/Specifications/XDRsExtensionForTransfersFollowmePickups
A separate requirement TT#170008 is to store additional calling party id used for the call if it is different from the displayed id. This is ideal to include in the implementation as well since it involves same kind of attributes to be carried.
The following list of call scenarios shall be covered in scope of this project:
Voicemail (directly);
Voicemail (ring then voicemail);
Blind transfer;
Attendant transfer;
Forwarded call (only last forwarder info is recorded)