Shared Call Reference

This data export field displays a system-generated reference number that was assigned to all legs of a single call. It is particularly useful identifying a call that was transferred several times. The field is populated for calls that were handled by the storm UC/CONTACT application.

Historical Data Source	CONTACT Data Records
Category	UC
Channels
Size (bytes)	129
Filter	Shared Call Reference
Dimension	Shared Call Reference

Key to symbols

Format

A 23-digit number in the form YYYYMMDDHHMMSSNNNNNNNNN[_D], where

YYYYMMDDHHMMSS is the date/timestamp;

NNNNNNNNN is the storm internal process number that handled the call (useful for Content Guru support staff during troubleshooting).

_D is a suffix denoting a call that was triggered by an automated service rather than directly by a call. This is seen for OUTBOUND dialler calls and PSTN-paired calls.

Example

This data export report shows two incoming calls:

Rows 1 to 4: An incoming call, which was transferred twice (shared call reference 20180719164326402653550).

Rows 5 to 7: An incoming call, which was transferred once (shared call reference 20180719173722469762184).

Call Date/Time	Call Direction	Originating address	Destination address	Shared Call Reference
2018-07-19 16:43:22	I	01344304344	01614960654	20180719164326402653550
2018-07-19 16:43:28	O	077009004323	iPath_129_cmilliband	20180719164326402653550
2018-07-19 16:48:42	O	077009004323 (2006)	00156527D65C	20180719164326402653550
2018-07-19 16:58:17	O	077009004323 (2006)(2008)	00156531972e	20180719164326402653550
2018-07-19 17:37:17	I	07700900446	01614960654	20180719173722469762184
2018-07-19 17:37:24	O	07700900446	iPath_129_cmilliband	20180719173722469762184
2018-07-19 17:42:42	O	07700900446	00156527D65C	20180719173722469762184

Detail

The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.

	External	storm	storm user
		Deskphone LOG IN and LOG OUT

EXTERNAL INCOMING CALL

(2 legs)

		OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg)
		or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg)
		Initial called party leg (2nd leg)

		TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs)

Filter

Filter by using any of the following options on your chosen value(s):

Equal to		Starts with		Contains		Ends with
Not Equal to		Does not start with		Does not contain		Does not end with

Where available, you can use the Or operator to include multiple values in your filter.

Remarks

This field is not populated for calls that have not been processed by the storm UC/CONTACT application. For example, calls that were lost in an IVR, or calls that were routed to a destination outside your contact centre directly from a route plan.