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| NICE Solutions Guide (VoIP) |
Page 1 of 4 All About Nice Solution VOIP |
| Call Detail Records (CDR) - CDR is a record of the entire history of each phone call as it progresses through the call center. It contains standard and application-specific information. The standard information includes time stamps, ANI, DNIS, and Agent Directory numbers. The application specific information is transparent to the Callflow Management System. This can be used to send customer records that are associated with a phone call to another CSR to perform another Procedure in the servicing process. The term Call Detail Record refers to the same type of call reporting. |
