How to

We’ve included some useful tips and processes in the section below. Use the filter to find your application,
or go to the General / TSP section for systems level help, like backups. If you can’t find what you’re
looking for, please contact us directly.

Fill out this online VM Config Form and we'll build you a VM appliance, tailored to your environment.

Appliances are supplied as an export for a VMWare environment (VM version 10, ESXi 5.5 or later). 

You may choose from one of these file download options:

  •  ova (RECOMMENDED - a single file > 6GB)
  •  ovf (.ovf  .mf and .vmdk split into multiple files up to 2GB in size)
  •  ovf (.ovf .mf and single .vmdk > 6GB)

Our normal server resource requirements are:

Item Standard Variations
CPU 2 vCore at 2.1GHz min 

4 vCore if over 50 agents for the UAW wallboard
4 vCore recommended for VMS

RAM 4GB 8GB for SCM and larger VMS configurations

150GB minimum
plus recording

Usually a second HDD sized at 480kB/min of recording
OS Oracle Linux 64-bit (included)  
Database  Oracle 18.4XE (included) Options for 12g Standard Edition 2
Software Tomcat, Java 8 (included) Atea application modules



4 Jun 2019 updated versions
10 Sep 2016 increased vCore for VMS to improve performance, SE2 options
10 Mar 2016 Earlier HDD was 80Gb

  1. Click the download link and enter the credentials we sent to you
  2. One or more files will be listed.  Download them all to a single folder, making sure the files don't get renamed by the browser.
  3. Open your vSphere client
  4. Select deploy ovf (or similar), browse to the folder where you downloaded the files and select the .ovf or .ova file
  5. Give the instance a name
  6. Select the datastore for the VM guest instance to be stored.
  7. Select the Disk Format (we suggest Thin Provision)
  8. After a successful import, power on the instance
  9. If required, login into the console using the username thirdparty and the password provided by email - you must change this on first login
  10. If you provided the details on the Virtual Server Config Form, we will have pre-configured the network settings. If not, see below.


To set the network settings, enter this command:

sudo /INSTALL/tsp/scripts/ (it will prompt you for your password)

Update the details including IP address, mask, gateway, DNS, ntp, and submit the change.

To change only the time zone, enter this command:

sudo /INSTALL/tsp/scripts/

You may find that server time does not synchronise properly if it is quite different to the NTP time source. Try these commands to fix it.

sudo su -
service ntpd stop
ntpdate x.x.x.x (use the ntp server address here and check the output for success or error)
service ntpd start

Applies to TSP 2.1.4 onward (generally 2016)
Older versions including TSP 2.1.3 has these scripts in the folder /INSTALL/tsp/

To run a report in the voice management suite

  1. Choose a set of reports from the menu
  2. Select the report you want to run from the tabs VMSChooseReport

  3. Enter the date range for the report.  Either use the date selector or type in the date range.VMSSelectDate
  4. Adjust any of the search filters that apply for the report (such as department or user)
  5. Click the Go button

 VMS main parts of report

Some reports have totals. These will appear in the last row of the report. You may need to scroll to the last page of the report to see this.

To download the report into a spreadsheet, either click the download link, or go to the Action button and choose download.

Some reports, such as the Calls by User report, have additional features under the Action button. For example, selecting the columns to display in the report.


Applies to VMS 7.x

Some reports in the voice management suite can be scheduled so that the report is emailed to you. These reports have date settings where you can choose a daily, weekly or monthly period.

To schedule a report, run the report online first to confirm its contents and set the schedule.

  1. Choose the report and select the date ranges (yesterday/today, last week/this week, beginning/end of month)
    VMS Schedule Run Report
  2. Run the report
  3. Confirm it has the desired content
  4. Schedule the report
    VMS Schedule Setup
  5. Enter a name for the report (appears as the email subject) and enter the email address(s)
  6. Set when to send the report


To view the list of reports and delete a schedule
  1. Navigate to Settings > Scheduled reports
    VMS Schedule List
  2. Find your report (there's search box if you need it)
  3. Click delete next to any of the reports you want to remove
  4. Confirm that you want to delete report
    VMS Schedule Confirm Delete


 Applies to VMS 7.1

When does processing occur for call records?

Call record processing is set to occur at least once a day (usually around 1am when there are less calls in progress). You'll get information for calls that were made yesterday. Additionally, your system may also be configured to include processing several times during the day, allowing reports to include information from the current day up until the when the last record processing occurred

Why do some calls appear with "No Dept" (no department)?

The VMS attempts to assign every call back to a single user, so that calls can be grouped by department.  Calls will end up with "No Dept" where the owner of the call is either unknown or does not belong to a department.  Where possible, ensure that every user and phone is assigned to a department in either the relevant phone or directory system (such as AD) used by VMS.

How far back does the call information go?

Usually, call information is purged after 13 months. If your system is newer than this, the oldest information is often when the VMS system was first installed.

Can I see who called who?

The number range report allows you to search for all calls involving any specific phone number.  This provides details such as on the when the call was made, the duration and the phones involved.

How do I see the legs that make up each call?

Find the call in one of these reports: Calls by User / Calls by number range / Calls by Extension. Click on the value for Leg Count to see each individual legs of the call.

Will the cost of the calls match my phone bill?

The costs are likely to have small differences as they are calculated independently.  The VMS uses an internal rating table based on the dialled phone number, and therefore the calculated costs are only as accurate as this table.  There are some limitations, such as a single rate not based on the time-of-day, and rate changes should be made in a timely manner.

Can I see the technical performance of a call?

Technical call information is available where the Engineering reports have been enabled.  These provide details for the individual call legs that make up a call, and include measurements and statistics derived from the call management records. The engineering reports have call quality information presented as MOS (mean opinion score) values using the Cisco's MLQK calculations. Most people consider a score of around 4 as good and less than 3 is poor. Cisco's MLQK is only provided for call legs that involve a physical device (such as a desk phone).  Conversely, Cisco does not provide the MLQK for some calls (like those between a gateway and a SIP trunk) which prevents the call from showing up in the MOS reports.


Applies to VMS 7.x

We recommend you gracefully power down the Atea VM appliance to avoid corruption of the database and information on the disk.  Here are two methods:

Use vSphere (or vCenter) to shut down the guest

Use the command:- shutdown guest Ctrl-D

Connect to the Atea TSP server as user thirdparty

Enter the commands

sudo su -
shutdown -h now
Disk corruption - server unable to start

If the Atea appliance has been powered off accidentally without a graceful shutdown, the disk may get corrupted.  Should this happen, restore the appliance using a backup or snapshot. If you don't have a suitable backup, then we can try the Linux file system consistency check (fsck). You'll need the root password to start the server.  Please contact support at to get the root password and help you with recovery from disk corruption.


Applies to Atea TSP appliance - all versions

Note: Consider performing this outside business hours as there is an impact on the wallboards - they may display a white screen if they refresh during the Save process.

  1. Navigate to the UAW landing page http://x.x.x.x:8088/UccxStats (replace x.x.x.x with the wallboard server IP-address or hostname).  This URL is case sensitive.
  2. Click on System Administration 

    Wallboard System Administration

  3. Login as ursadmin
  4. In the System Properties, copy the text from your license file and paste this into the Licence box, replacing all of the existing content
  5. Click the Save System Properties button


Applies to UAW 2.2.x


Note: These reports use historical information from when the call records were last processed. Larger systems are usually configured for overnight processing, meaning you’ll see calls up to and including yesterday. 

Cost accrual reports – manage telephone costs

The Cost Accrual reports help you manage your telephone charges.  These show the cost of the calls for each department, and allow you to click through to more information about when each call was made and by whom. The most-expensive-calls report helps identify any exceptional charges. The call charges may differ a little from your telephone bill as they are calculated independently.


Call Summary by Department - showing department totals for each call type

Call Summary by User - showing the breakdown of calls for the people in the department

Calls by User - a list of the calls for an individual user

Most expensive calls - Call information sorted by the cost of the call. You can view these call for a single department or across the entire enterprise.

Most expensive extensions - A list of phones with the greatest total spend for the period selected. This includes a percentage of spend.

Investigation reports – view staff behaviour and call investigation

These are tools for investigating phone usage in your enterprise.  Use the investigation reports to find out who is making or receiving calls.  You can also identify how the people in your organisation behave, including who makes the longest calls, whether calls are answered promptly, and what numbers are frequently dialled.  Number range and extension range lists, help filter the calls to those you are most interested in.


Calls by Number Range – this provides a flexible means to search using a range or pattern. You can enter a range of numbers (individual numbers separated by commas and ranges using a hyphen e.g. 100, 102, 110-119) or use the wildcard character %. 

Calls by user ID - Call details for a specific user

Longest Calls – the calls for a department or the entire organisation sorted by duration

Frequently dialled numbers – a list of the most popular external numbers for a department or the entire organisation

Calls by extension range / set extension ranges – calls for a list of extensions.  You can define any list you want, such as your team members. The list is then available for anyone to use. This report includes a time-to-answer SLA showing how many calls are answered promptly.

Location matrix - Where configured, this report is a matrix display of calls by origination and destination. This shows call volumes, internal calls, PSTN calls, failed calls and traffic erlangs.

Hunt Group reports

The hunt group reports show call answering performance and statistics. This includes setting a time-to-answer target (SLA), call volumes and durations.  These reports are similar to contact-centre style reports.

You’ll get a view of who is answering the calls, with the ability to drill down into the legs that make up each call. This provides an insight into the caller experience.


Hunt group statistics – an overview of all the hunt groups, with volumes, SLA, durations and call handling (queued, diverted or abandoned).

Hunt group statistics by Agent – A view of a single hunt group, the call statistics for each agent (user) that answered the calls.  The information includes the quantity, SLA, duration and call handling broken down by agent.

Hunt group calls by Agent – More detail from the report above, showing the individual calls for an agent.  From this report, you can click on the Leg Count to see the component parts that make up the whole call.

Engineering reports

The Engineering reports are for technical phone system performance.  In particular, these provide call quality-of-service (QOS) reports in the form of calculated MOS (mean opinion score) values.  The MOS values use Cisco's MLQK listening quality K-factor values. 

Note: The telephone system only produces these values for physical phone devices, so there are no values for gateways and trunks.


MOS Call Summary – a view of the call count for each day, split into MOS value bands such as; below 2.8, and 2.8-3.0. The spread of the results provides a quick overview of performance.  The report can be set to show scores using the MLQK minimum, average or maximum parameters (representing worst, typical or best performance).

MOS Call Report – the list of calls within a band of MOS values.

Gateway Summary - Gateway trunk statistics for inbound and outbound calls. Includes availability, busy hour call attempts, call count and traffic erlangs

Gateway Usage - A traffic report mapping the volume of calls through a selected gateway overlaid into a single 24 hour map

Gateway Groups Summary - Gateway group statistics for inbound and outbound calls within each group of gateways

Gateway Group Usage - A traffic report mapping the volume of calls through each gateway group. This table includes a picture of the gateway usage.

Clearing causes summary - A list of common call clearing causes showing how many calls ended within each category. Clicking on each figure provides an hourly breakdown

Applies to VMS 7.1x - updated 17 Sep 2018

Note1: The Wallboard application will be unavailable during the upgrade!
Note2: The 19.0.03+ releases are compiled for Java7 so that it is compatible on all servers!

    1. Download the latest UAW application: v19.0.06 (16 Aug 2019) saving it as a file named UccxStats.war (Google will send us your email address so we can give you access, and your software support must be up-to-date)
    2. Using a web browser, go to the tomcat admin - https://uawserver/manager/html (old vm access http://uawserver:8088/manager/html) The account to access this on recent builds is ursadmin 
    3. Click on Undeploy of UccxStats
    4. Click on Choose file under WAR file to deploy. Browse to the downloaded file and click on Deploy
    5. Using putty or another ssh client, ssh to the uaw server with the thirdparty account and enter these commands:

sudo su -
cd /opt/tomcat_latest/webapps/UccxStats/WEB-INF/classes/scripts/upgrade/



19.0.06 16-Aug-2019
  • Fixed
    • upgrade script that did not get 19.x.xx version as latest from DB
    • admin page where an error occurred "cant test scp enabled" on login due to web service reference change in 19.0.05 in combination with reverse proxy http-https redirect
    • admin page wallboard links to open https
  • Changed
  • set z-index on footer on T98 so that the links always work
19.0.05 02-Aug-2019
  • Changed
    • T98 agent widget now includes Extension
    • T98 layout settings in the browser are now stored per wallboard id instead of a shared set
19.0.04 17-July-2019
  • Fixed
    • summary for T07 and T13
    • ASA query to use correct field
    • catch error on system admin page if wallboard or hruser have wrong password
  • Changed
    • T98 queue widget now has ASA
    • T98 queue widget summary can now have a class or style for each row
19.0.03 05-July-2019
  • Fixed
    • duration for agents if it was over 24hours (invalid date) or over 12 hours (14:00:00 became 2:00:00)
  • Changed
    • queue ASA/AHT query (moved away from StoredProcedure)
    • agent Calls query (moved away from StoredProcedure)
    • agent queue-abandoned-calls query (moved away from StoredProcedure)
    • default grid size is 12 (12x12) for T98 (can be changed w/ JavaScript GRID_SIZE)
  • Added
    • Abandoned calls rate widget on T98
    • default layout for 12x12 grid in T98
    • property to disable agent call details poll
19.0.02 25-June-2019
  • Fixed
    • Agents-NR summary templates (T04,5,7,13)
  • Changed
    • gos/agentcallsqueries changed and thread sleeptime (9 sec) removed
    • queue column threshold colour to allow comma separated colours
    • upgrade tomcat jdbc and informix jdbc libs
  • Added
    • threshold object on queue widget T98
    • column header object for T98
    • query duration outputs for info level
    • stop all threads in System Admin
19.0.01 21-May-2019
  • Fixed
    • wallboard rotation fixed with proxy
  • Changed
    • App compiled in Java8 for 19.x.xx
    • T99 dashboard deprecated - use T98
  • Added
    • iframe/message widgets to T98
2.2.23 05-Feb-2019 Fixed agent calls handled included direct calls, it now shows queue calls only
added CSQ summary logic for dashboard flex (T98), Queue Table - vertical
2.2.22 20-Nov-2018 Fixed issue in agent calls handled thread that may cause the thread to stop
added Copy Config for T98 to allow pre-configured layout in uaw admin
2.2.21 20-Sep-2018 Fixed agent call summary query
2.2.20 30-Aug-2018 Added tcp timeouts to inform jdbc connections
2.2.19 14-Aug-2018 Added Calls presented, Max/Avg Talk to Agent widget (T98 & T99)
Added Total and Dequeued calls to Queues-table-vertical widget (T98)
Added option to show/hide columns on Agent & Queues-table-vertical widgets (T98)
Changed Other thread to poll with fixed delay (to reduce UCCX CPU load)
Changed Other thread to have 1sec interval between individual queries (to reduce UCCX CPU load)
Updated Chart.js to latest version
Fixed issue where thread may stop when no agents are logged in
2.2.18 11-July-2018 Fixed empty agent name for import of logged out agents into the DB (requires manual removal post upgrade)
Changed - split up property so agent and other threads can be disabled
Added sort to agent names
2.2.17 7-June-2018 Fixed: Changed X-Forwarded-Server to X-Forwarded-Host to work with new apache proxy when host not in DNS
Added SCM3 datasources
2.2.16 21-May-2018 Fixed execute permissions for SCM trend graphs
Fixed websocket issue that wasn't updating after clicking Save Settings in system admin
Fixed SCM wallboard issue where logged out unregistered phone still appeared
Changed - Start using "changelog"
Changed System Admin - Latest Query Durations - Queue - Last Run to show last poll timestamp from UAW poller, as opposed to uccx rt snapshot
Changed Trend Graphs to graph MAX (instead of AVG)
Added Units for data sources
System Admin - added field to show Last UCCX Realtime Snapshot
Added four widgets for dashboard T98 (Grade Of Service Summary, Max Queue Depth,
Oldest Queue Summary, Queue Table - vertical)
Added Font size increase/decrease on T98 (stored in localStorage)
Added Agents Talking to trend graphs
2.2.15 29-Sep-2017 Fixed enable/disable debug logs from system admin for logback
Included UccxStats.log and latest 0.log.gz in download link
2.2.14 29-Sep-2017 Fixed issue with poller if primary uccx is down and "use standby uccx" is set to false
Added check at startup to wait for first poll to finish
Added tz_offset for graphs on T98 & T99
Added configurable thresholds for T98 & T99 (queued & oldest, orange & red)
Added support for multiple email thresholds per datasource and use mm:ss as the format
2.2.13sr1 30-Aug-2017 Changed session timeout to 1min and added session=false on REST jsp's
2.2.13 29-Aug-2017 Changed session timeout to 1min and added session=false on REST jsp's
Fixed "smaller than" threshold
Fixed error deleting wallboard when editor was linked
Fixed error on saving system admin with regards to CacheManager
Added option to include logged out agents on templates
2.2.12 09-Aug-2017 Fixed ajax calls for server port
Added column IDs and agent sorting to T06
2.2.11 25-July-2017 Fixed issue where wallboard name could be added with empty name
Added support multiple TeamNames
Added DashBoardFlex (T98)
Added websocket for T99 & T98
2.2.10 19-May-2017 Added email alerting
2.2.09.sr10 16-May-2017 Added bootstrap4 templates for finesse and IE
2.2.09.sr9 18-Apr-2017 Changes to logging level - bean debug moved to trace
2.2.09.sr8 03-Apr-2017 Added bootstrap template
2.2.09.sr7 28-Mar-2017 Fixed string concat in logs, update to customer templates
2.2.09sr3 9-Mar-2017 Changed to logback logging. Fixed issue with agent alias being null
2.2.09sr1 6-Feb-2017 Added query timeout to uccx [prepared] statements
2.2.09 3-Feb-2017  Replace agent abandoned calls query with stored procedure
Fixed issue with [beta] LiveData agent state query which stopped on connection errors (i.e. failover)
Fixed Agent State from [beta] LiveData as the values are different and needed mapping
2.2.08beta4 23-Dec-2016  Added gadget.js for Finesse Adding application specific calls handled
2.2.08beta3 21-Dec-2016  Changed copyright year to script that outputs current year
Extracted javascript blocks to js/dashboard_main.js and js/dashboard_end.js
2.2.08beta2 27-Oct-2016  Fixed memory leak for cron4j & tomcat jdbc-pool
Outstanding known issue: memory leak for log4j FileWatcher (only affects tomcat if UccxStats is reloaded)
2.2.08beta1 26-Oct-2016 Added option to use LiveData REST interface to collect Agent State instead of HR DB Query (BETA!)
2.2.08 10-Oct-2016 Added HR max wait in T99 dashboard wait chart
Added Notify.wav to sounds
2.2.07sr5 20-Sep-2016 Fixed issue where board does not load when there is an empty javascript field
2.2.07sr4 19-Sep-2016 Changed query for agent missed calls to use Agent RNA ReasonCode 32763
changed T09 header to Missed
2.2.07sr3 13-Sep-2016 Added error handling for agent calls missed query due to error from Cisco Bug (CSCvb27878)
2.2.07sr2 09-Sep-2016 Added agentMissedCalls to T09
2.2.07sr1 08-Sep-2016 Added MomentJS lib to templates to enable a formatted date to be set on a wallboard via javascript
Added css classes on T05 & T09 to allow setting widths on queue columns (queueHead & queueData)
Added ntpstat output to system admin page
2.2.07 02-Sep-2016 Added option to use the standby uccx server for HR queries
2.2.06 29-Aug-2016 Added T16 template
2.2.05 09-Aug-2016 Fixed wallboard preview links
2.2.04 14-Jun-2016 Fixed issue with caching fields over multiple wallboards
2.2.03 07-Jun-2016 Fixed Apex front end with added links to open wallboard, fixed issue with font-format values caching between wallboards
2.2.02 17-Mar-2016 fixed no data found issues in popup module, added instruction dialogue for create wallboard
2.2.01hf1 25-Jan-2016 fixed CSS, added @media in the grid_base{x}.css to detect aspect ratio and apply a different column width
2.2.01 14-Jan-2016 fixed admin application where the link to manage queues failed
2.2.00 12-Jan-2016 Changed Theme of Admin pages
2.1.34 22-Dec-2015 changed landing page and system administration page layout
2.1.33hf5 19-Nov-2015 added expectedWaitTime to REST JSON
2.1.33hf4 3-Nov-2015 added Uccx state tracking to detect and log a state change
added Uccx state to System Admin page (and list last 10 events since wallboard uptime)
2.1.33hf3 21 Oct 2015 fixed percentAnswered to show 0% instead of NaN% when callsHandled is 0
2.1.33hf2 17 Sep 2015 changed SCM agent state poller to use agent_line_state view to allow CTI Line State
2.1.33hf1 31 Aug 2015 fixed memory database issue for daily stats that could stop poller
2.1.33 21 Aug 2015 added Beta-release supervisor Dashboard (requires HTML5 + canvas support see: support)
2.1.32hf8 17 Aug 2015 added Expiry filter so browser will use cached static files (.css/.js)
fixed GOS query (had to exclude multi leg calls)
fixed cursor leak for scm daily queue stats connection
2.1.32hf7 30 Jul 2015 fixed SCM numeric supervisor id
2.1.32hf6 27 Jul 2015 changed Summary Line Averages on T07 & T13 to have a weighted average (Total Calls MUST be a selected DataSource)
2.1.32hf5 23 Jul 2015 fixed T05 & T09 agent threshold row colour
2.1.32hf4 17 Jul 2015 added page buffer to all templates to improve rendering performance
changed Summary line Average column to exclude queues with 0 Total Calls (Total Calls MUST be a selected DataSource)
2.1.32hf3 1 Jul 2015 fixed agent calls handled query where current time was used instead of UTC
2.1.32hf2 23 Jun 2015 fixed scm agent stats logic where nullpointer was thrown if loginuserid was null
2.1.32hf1 22 Jun 2015 fixed bug (introduced in 2.1.31hf8) where agent query stopped when one or more agents had no skills
2.1.32 19 Jun 2015 added Expected Wait Time for UCCX stats
2.1.31hf10 4 Jun 2015 fixed Agent Sort (default by Extension for all templates) added Daily Stats datasources for SCM wallboards
2.1.31hf9 24 May 2015 improved performance for environments with larger amounts of agents and/or wallboards
2.1.31hf8 19 May 2015 added logic in agentstatedetail process to deal with changed agents so they don't disappear
2.1.31hf7 15 May 2015 added and to WEB-INF/lib/ to allow creation of a UAW Superuser from the console
2.1.31hf6 14 May 2015 sort scm agents on extn added button in system admin to download latest logfiles added buttons in system admin to enable DEBUG loglevel for 5,15,30,60 minutes added log directory size as tooltip in system admin disk free fields
2.1.31hf3 22 Apr 2015 added system property to disable auto rotate added version check fixed ajaxrest to deal with empty pilotId (for scm jabber tab)
2.1.31 13 Apr 2015 Added REST interface for SCM Admin to auto generate/update wallboards Added Agent Not Ready state duration for SCM Added REST interface for agent states
2.1.30 26 Mar 2015 Fixed add equals threshold for queue columns Summary lines now calculate agent stats (loggedin, available, talking) instead of total for the column
2.1.29hf2 23 Mar 2015 Fixed wallboard message inject Hide agent calls handled & state duration for SCM wallboards
2.1.29hf1 06 Mar 2015 Fixed agent thresholds where multiple entries were added with the same state
2.1.29 02 Mar 2015 Added wallboard message output to all templates Added links in System Admin to download upgrade logs
2.1.28hf1 23 Feb 2015 Nightly clean-up to include duplicate queues
2.1.28 18 Feb 2015 Added template T15 and example screenshots
2.1.27hf2 17 Feb 2015 Service wallboard performance improvements
2.1.27hf1 10 Feb 2015 Service wallboard performance improvements
2.1.27 13 Jan 2015 Customer template
Fixed license message that did not disappear after a new license was loaded
2.1.26hf1 16 Dec 2014 Added 10sec & 20sec delay on start-up if no wallboard config is returned (if i.e. Oracle DB is not started yet)
2.1.26 16 Dec 2014 Added template 14 (clone of T09 but include logged off agents)
2.1.25 11 Dec 2014 Fixed Gos NaN% when no calls handled but calls abandoned were found
2.1.24 14 Nov 2014 Added Average Speed Answer
2.1.23 23 Oct 2014 Added Max & Avg Hold Time
2.1.22 16 Oct 2014 Fixed atea_gridA.jsp where exceptions were thrown after customer enhancement
Added longestTalkDuration
2.1.21 25 Sep 2014 Added teamname option in the wallboard admin page
2.1.20 15 Sep 2014 Added "Incorrect password" on system admin page
2.1.19 12 Aug 2014 Added Supervisor access
Added Atea SCM counters from Cisco Lines perfmon

 Terms and column headings

Abandoned / Abnd How many calls that went unanswered because the caller hung up the call
Agent A person who is a member of a hunt group
Call Cost The calculated cost of the call.  Note – these may vary from your telephone bill due to differences in the rating table and the basis of the calculation.
Call date time / Connect time / Disconnect time Date and time for these events
Calling number The phone number that made the call
Called number The phone number that was dialled
Caller / Originator Person who made the call
Connected number The telephone number of the device that answered the call.  This may be a different number to the Called number, if the call was diverted to another number.
Department Organisational group as derived from the phone system (which may in turn be linked to your Active Directory or LAN directory)
Destination The country or call type for the call (e.g. Australia mobile).  This is derived from the VMS rating table.
Diverted The number of calls diverted to a to a different phone number
Duration / Average out dur / Total out dur / Sum Duration The duration is the length of the call. Average and total durations of outgoing calls. The sum adds the durations together.
Extension A Cisco IP phone directory number (DN)
Incoming call This is a call that is incoming to the telephone system.  The call originates from a user outside of the telephone system. 
Internal call This is a call remains within the telephone system, such as an Extension to Extension Call
Last duration Duration of the last leg of the call
Leg The parts of the call. A leg may represent where two parties can converse.  A conference call is a multi-leg call.
Leg count The number of legs that made up the call.  A simple call has a single leg.  A call that is answered, and then say transferred to another phone has two legs.
MOS / QOS Mean opinion score – a method of representing call quality.  This is a measure of the quality of service for calls.
MLQK Cisco's MOS Listening Quality K-factor which is an estimate of the MOS score for the last 8-second interval of speech received. The minimum, maximum and average are the worst, best and running averages of the 8-second intervals since the beginning of the call.
Orig device / Dest device The name of the origination / destination device.  A device is usually a physical telephone, identified by the MAC address. Jabber phones may appear as a CSF device.
Outgoing call This is a call that originates from within the telephone system and terminates outside of the system, usually to the PSTN
PSTN Public Services Telephone Network – this is the normal telephone network for public use
Queued The quantity of calls waiting in a queue
SLA Met How many calls were answered within the TTA SLA
Total in / total out Total quantity of incoming or outgoing calls
TTA SLA Time to Answer service level (SLA) in seconds
User / Calling User / Called User The phone system user associated with the call
Wait time / Average wait time / Longest wait time / Total wait time The wait time is the length of time a caller spent waiting for their call to be answered.


Call types

International Telephone calls to international numbers
National Telephone calls to national numbers
Local Telephone calls to local numbers
Mobile Telephone calls to mobile or cell phones
Service Telephone calls to service numbers, for example: directory service
Incoming Incoming telephone calls.  This may include calls diverted to a number that then attracted a call charge
Other Other calls that attract a charge and are not already classified as a call type
Internal / Unrated Calls that are either internal and/or unrated without a charge


Applies to VMS 7.x