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 the first_instance_guid in this guide, and can be used to match against all EDRs involved in the call.
• The next segment ACD determines this is an ACD EDR.
• Content after the first | are the tag=value EDR 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.

The following fields are possible in ACD EDRs where call processing is handled by the Lua-scripted ACD user-management flows:

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.