I want to see incoming transferred calls that was unanswered

[Belinda Frick]

The call action we receive differs from PABX to PABX according to the features the PABX has. We need the call action to determine if the call was answered, transferred, unanswered, etc. for accurate reporting.

To explain, I made a test call on a Mitel PABX:
1.) Called our switchboard.
2.) Was transferred to extension 1111.
3.) The user did not answer the call.

The call details we received from the Mitel PABX translates as follows:
03-02-2012|09:25:56|1000|0215924033|I||00|00|19|821|I_TRANSFER|0|04|ID12|||Switchboard||
03-02-2012|09:23:07|1111|0215924033|I||0|0|0|821|I_UNANSWER|0|15||||User ext1111||

You can also view the call information on the Call List page, but it will not show the call outcome. To see all the call details you need to pull a Transaction Detail Report for the day and then check which call actions/call outcome your PABX provides.

To see unanswered calls:

• Select for example the 'Department Summary by Extension' and under 'Call Outcome' select 'Incoming Unanswered Calls Only'.
  
  NOTE: This report will show all incoming unanswered calls.
  
  
• We cannot tell which unanswered calls were transferred calls, but a call uses one trunk/line until the call termination. In other words, the transfered call does not show to which extension the call was transferred.
  
  If switchboard answers a call and then transfers it, it will still have the same trunk number. The Mitel PABX gives off incoming transferred as call outcome for the call the switchboard answered and incoming unanswered for the extensions (if the call was not answered).
  
  You can pull a TRANSACTION DETAIL Report and select the call outcome as it will show the trunk/line number.
  
  NOTE: This will show all incoming transferred and incoming unanswered calls.
  
  To see which calls was transferred you will need use the report to manually match the trunk/line number. Find an I_TRANSFER call action on the report and note it's trunk number. Now check for the first unanswered call on this trunk number.
  
  This is a detailed listing report and cannot be grouped by extension, user, etc.

The above report settings is a guide line. You can refine you report settings as per your requirements, for example to limit it to a specific branch, department, user/ext, etc or a combination of these details.