Detailed information Toky stores for every inbound and outbound call
Every inbound or outbound call generates a CDR record inside Toky. Every CDR row has detailed information about the call, including calls received in phone numbers or through live calls. You can use this data for call center reporting and analysis.
CDR data model
| Field | Description |
|---|---|
| id | ID of the CDR. |
| callid | Unique identifier of the CDR. |
| from | Inbound number, agent id or web caller id. |
| to_number | Outbound number called, for outbound calls. |
| country | For inbound call: 1. Country from an inbound number 2. Country detected for the caller for live calls. For outbound call: Country location of the agent making the outbound call. |
| caller_id_used | For outbound call, this is the PSTN number caller ID used to make the call. For web to web call, this value is null. |
| received_on_number | Phone number for inbound calls |
| init_dt | Date and time for the creation of the call record GMT 0. |
| start_time | Start time of the call GMT 0. |
| end_time | End time of the call GMT 0. |
| duration | Duration of the call in seconds. |
| agent_id | For inbound: the agent that received the call. For outbound: the agent that makes the call. |
| to_agent | Agent who receives the call. |
| direction | If the call is inbound or outbound. |
| web_call | If the call is web only. E.g.: A call from agent A to agent B. No pstn call involved. |
| disposition_code | 183 = Cancelled during ring.200 = Completed.402 = Payment Required.403 = Unauthorized.404 = Not Found.408 = Request Timeout.486 = Busy.487 = Cancelled.480 = Temporarily Unavailable.500 - 599 = Server Error.* 600 - 699 = General Error. |
| ivr_option_pressed | For inbound calls, if the caller pressed an option on the IVR menu, this field will have the digit of the option pressed. |
Date and time related fields
Fields related with date and time like init_dt, start_time and end_time have GMT timezone. You must convert this information to your desired timezone. For converting any date and time value to a desired timezone you can read this article