ACD EDR Content
ACD EDR Format
ACD EDRs are generated by the ACD call processing engine. An ACD EDR for a simple termination will have the following content:
2023-09-12 02:17:45.755<acd-t-01~ACD~1694056193~70225715,acd-t-01~Logic~1694056193~701c709a>ACD|CUST_ID=92|CUST_NAME=N-Squared|FLOW_ID=20|FLOW_NAME=Direct Connect|FLOW_VERSION=10|NODES=AT-2|UNCTRLD=1
The format of this EDR, as with all EDRs is:
- The timestamp the EDR is written to disk. This will be at the point where ACD determines it no longer has any control of the all and call control exits the flow. In a SIP environment this will be at the point the A or B-party hangs up or is released. In CAMEL this will be at the point the B-party answers, or the A-party hangs up or is released.
- The next segment beginning and ending with
<and>respective matches this ACD call to SIP or CAMEL EDRs from the lower level network processes. This is the session ID of the call. The first part of the session ID (before the first comma) is called thefirst_instance_guidin this guide, and can be used to match against all EDRs involved in the call. - The next segment
ACDdetermines this is an ACD EDR. - Content after the first
|are thetag=valueEDR information. The standard EDR fields available to all ACD installations are listed below. Additional EDR fields may be added by custom ACD control processing.
EDRs are processed by the reporting subsystem and are available as JSON-based EDRs from the database.
Standard EDR Fields
The following ACD EDR fields may be found in ACD EDRs as standard. Note how most call information is not included in the ACD EDR. To determine network call information the ACD EDR may be used to retreive all network call EDRs based on the first component of the session ID. Alternatively use the summarised EDR database tables.
| Field | Type | Example Value | Description |
|---|---|---|---|
AC_CODE |
String | 123 |
The account code entered via the Account Code Entry node. Appended to if multiple entries exist. |
BEEP_WARN |
String | 1 |
An internal numeric code indicating a failure occurred while trying to play a B-party beep. Only set if an error occurred and should be reported to N-Squared support. |
CALLING |
String | 64220635462 |
The calling party number, as normalised by the underlying IN or SIP configuration and any normalisation applied by the deployed ACD service loader. |
CODE |
Integer | 1 |
Set only if an error occurred during service loading. Positive numbers indicate an expected, handled error, e.g. a barred calling party number forbidding service. Negative numbers indicate an unexpected error and should be reported to N-Squared support. |
CUST_ID |
Integer | 92 |
The internal customer ID that owns the service handling the call. |
CUST_NAME |
String | N-Squared Software |
The external customer name that owns the service handling the call. |
DESC |
String | Call barred: the calling party number matches a barred prefix. |
Set only if an error occurred during service loading. Contains freeform text describing the error. |
DIALLED |
String | 0800123123 |
The dialled digits, as normalised by the underlying IN or SIP configuration and any normalisation applied by the deployed ACD service loader. This is the called party as received by the ACD network stack, rather than the original called party which might differ if redirection has occurred. |
FCI_WARN |
String | 1 |
INAP Only. An internal numeric code indicating a failure occurred while trying to construct or send an FCI. Only set if an error occurred and should be reported to N-Squared support. |
FLOW_ID |
Integer | 1 |
The internal flow ID scheduled for handling the call. |
FLOW_NAME |
String | Direct Connect |
The flow name scheduled for handling the call as at the time call was handled. |
FLOW_VERSION |
Integer | 1 |
The flow version ID for the scheduled flow. |
HANDOVER |
String | 0800123456 |
Contains the service number that a call is handed off to using the Service Number Handover node. |
MLID |
String | 001 |
The Mobile Location ID information. If not provided this EDR field will not be present. |
NODES |
String | MENU-3:2%2CMENU-3 |
Contains the nodes that the flow traversed, separated by escaped (written as %2C) commas. Nodes are in the format [node key]-[node number]:[exit number taken]. |
PIN |
String | 1**4 |
The PIN entered via the Enter PIN node. Appended to if multiple entries exist. Middle digits are masked. |
REDIR_WARN |
String | 1 |
An internal numeric code indicating a failure occurred while trying to construct redirecting information. Only set if an error occurred and should be reported to N-Squared support. |
SERVICE |
String | 0800123123 |
The exact service number as stored in the N2ACD database used to determine the final flow to execute. Generally this will be the same as the DIALLED digits but may be different - e.g. in the case of service handover. |
UNCTRLD |
Integer | 1 |
Set to 1 if the call was uncontrolled (i.e. the A-party is no longer present) when the call concluded. |
The following fields are possible in ACD EDRs where call processing is handled by the Lua-scripted ACD user-management flows:
| Field | Type | Example Value | Description |
|---|---|---|---|
CLGR |
Integer | 1 |
If set to 1, N2ACD has determined that the calling party number is flagged as “presentation restricted” (i.e. private). Only included if the the calling party number should be kept private. |
ERROR |
String | n/a |
Set only in the user self-management plan if an error occurs. Contains freeform text describing the error. |
HANDOVER_IDX |
Integer | 1 |
Set only of a service handover node was encountered. This tracks the number of times the service handover node was executed. |
MGMT |
Integer | 1 |
Set to 1 if the flow being used is the user self-management flow. |
ORIG_SERVICE |
String | 0800132132 |
The exact service number as stored in the N2ACD database used to determine the original flow to execute. |
PATH |
String | TFP%2CPIN%2CPIN-OK%2CMM%2CCFM |
Set only in the user self-management flow. Contains the escaped-comma separated details of the states experienced while traversing the plan. |
TFN |
String | 0800123456 |
Set only in the user self-management flow. The service number entered for self-management. |
Node Key to Node Mapping
In the NODES list of the ACD EDR, each node that is traversed during call processing is listed using the node key.
The following table maps these keys to the nodes as shown in the ACD Flow Editor.
| Node Name | EDR Key |
|---|---|
| Account Code Entry | ACE |
| Branch Counter | IF |
| Breakout Dialing | BD |
| Business Hours | BH |
| Caller Location | CLOC |
| Caller Type | CTYP |
| Calling Party | CGPN |
| Calling Presentation | CPPI |
| Cellsite Routing | CELL |
| Connect | AT |
| Day of Week | DOW |
| Day of Year | DOY |
| Dialled Number | DN |
| End Call | END |
| Expression | EXPR |
| Extension Dialing | EXT |
| Follow Me | FME |
| Increment Counter | ADD |
| Location Routing | LOC |
| Loop Limit | LL |
| Menu | MENU |
| Mobile Location | MLOC |
| Number Matching | NM |
| Original Called Party | OCP |
| PIN Authorisation | PIN |
| Play Announcement | PLAY |
| Prefix Map Lookup | PMAP |
| Proportional Distribution | PROP |
| Reterminate Service | RETS |
| Service Number Handover | SHO |
| Set Calling Presentation | SCPP |
| Set Counter | SETC |
| Set Number | SETN |
| Set Presented Calling Party | SPCP |
| Speed Dial | SPD |
| Suburb Routing | SUBR |
| Switch | SW |
| Time of Day | TOD |
| User Input | INP |