What do 'SpeakAccount' and 'System/nms' mean in CDR's or Call History?

What do 'SpeakAccount' and 'System/nms' mean in CDR's or Call History?

What do 'SpeakAccount' and 'System/nms' mean in CDR's or Call History?

SpeakAccount

SpeakAccount is a term you may see in the To column while viewing Call History, and this term indicates that the caller hung up during a voice prompt. The SpeakAccount indicator will appear during any system prompt where PBX-generated audio is played, including enhanced Voicemail.

For example, a caller dials a co-worker, but it goes unanswered. The voicemail greeting place, followed by the enhanced voicemail prompt, which asks the caller to dial another extension or remain on the line. If the hangup occurs during that system prompt, the system will show the 'SpeakAccount' rather than vmail.


System

'System' will appear when a caller hung up on a user-generated audio prompt requesting caller input, such as an Auto-Attendant.



    • Related Articles

    • How to use Call Center Reporting

      Concept Call Center Reporting is for HISTORICAL reporting on Call Centers and their Agents.  There a few real-time statistics within the Call Center tab on the portal, however, active wall board metrics would be in the Analytics Section.  Stats Grid ...

    • Parking

      Concept Call Parking is a feature by which a caller is put in a “parking lot” or “orbit” and can be picked up at another location by several different methods. Parking is normally activated by pressing a BLF key or a sequence of buttons. When ...

    • Allowing and Blocking Calls

      Allow/Block Numbers From the top navigation menu click on Users if you are an Office Manager Scope. If you are another type of User skip to Number 3.  Select the Ring Group, Call Queue (system user) or User that is receiving the unwanted calls  Click ...

    • Disposition Codes

      Introduction In a call center environment, it is important to understand the reason for and the outcome of inbound and outbound calls. Within the PressONE system, it is possible for agents to denote Call Disposition and Call Reasons as related to ...

    • Device Overrides

      Concept Overrides are custom lines of code for devices to extend, change, or supersede the the default configuration. All Overrides must be done in the Manager Portal (OMP). Overrides can be added directly to a phone, device template or a Site.. ...