SMDR information question 1

[Adillo303]

If an incoming call is answered by one extension (10 for example) and the caller wants to speak with someone on another extension (14 for example). Which extension will the SMDR information identify when the call is completed?

Thank you in advance.

 

[phoneguyjr]

This is directly from the Partner R8.0 Install manual. Talking about SMDR call reports:

Station (Extension). This usually is the extension that answered or placed the call. For
redirected incoming calls, the last extension on the call appears on the report:
— For transferred incoming calls: the destination extension
— For transferred outgoing calls: the originator extension
— For pickup calls: the extension picking up the call
— For forwarded calls: the extension answering the forwarded call
— For coverage calls: the extension answering the coverage call
If the calling party hangs up on an Automatic System Answer or Direct Extension Dial call
before someone at an extension answers, this field shows 00.


So after reading this it looks like it would be the last extension to have talked to the incoming call.

 

[Adillo303]

Thank you for that information.

If I am reading correctly, assuming an office scenario where all call handlers are withing 20 feet of each other, If a call comes in and extension 10 answers the call. The calling party then asks to speak to the call handler on extension 15. Extension 10 places the call on hold and then tells extension 15 to pick up the call, which extension 15 does. Then the SMDR report would show extension 10. I am assuming this as the call was not actually transferred or forwarded and coverage and pickup groups are not assigned.