Call Detail Reporting for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Manual Revised 06/2003 4403-0012-4.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installing CDR Search on a Client System . . . . . . . . . . . . . . . . . . . 1 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Workgroup CDR Search. . . . .
CHAPTER 4 CDR and Workgroup CDR Search — Typical Searches . .31 CHAPTER 5 Records and Data Schema . . . . . . . . . . . . . . . . . . . . . . . . . . .35 Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . RTM Data Schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration Areas Affecting CDR Information . . . . . . . . . . . . . Routing and Route Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multi-Tenant Naming.
Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
3. Shipping, installation, set-up and removal service charges. How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: 1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number.
Effect of State Law This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you. Sales Outside the U.S.A. For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen Communications dealer for warranty information and services.
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CHAPTER 1 CDR Search is a client application that lets you search a Call Detail Reporting database. You can install CDR Search on either the system server or on an administrator client desktop. CDR Search works only with AltiWare OE Release 4.6 (and higher) or AltiContact Manager 4.6 (and higher). CDR Search, WG CDR Search, WG Statistics CDR client offers three ways to search call records. • CDR Search lets you define a search by the type of call, incoming or outgoing.
Logging In 3. Insert the AltiWare OE or AltiContact Manager CD into the CD ROM drive. 4. In the CDR>CDRSearch_Client folder, run Setup.exe. Follow the step-by-step installation instructions as they appear on the screen. Uninstalling CDR Search 1. From the Windows Start menu, select Programs > CDR Search > Uninstall CDR Search 4.6. 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Logging In There are two ways to log in to CDR search.
Using CDR Search Logging in - Administrator login Using CDR Search 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 4.6. The Login window appears. Figure 1. Login window 2. Enter the IP address or name of the server. 3. Enter your Extension and Password. Optionally, you can check the Save password check box to store your log in password for the next time you access CDR Search. 4. Select the database containing the data you want to access.
Logging In 5. Click OK to open the User Mode window. Figure 2. User Mode window 6. Select Administrator login and click OK. Logging in - Workgroup supervisor login 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 4.6. The Login window appears. Figure 3. Login window 2. Enter the IP address or name of the server. 3. Enter your Extension and Password.
Using CDR Search 4. Select the database containing the data you want to access. • External database—SQL database set up to log call records. Note: This option is available only when the external logger service is installed on the SQL Server, and External CDR Logging is enabled. Consult your system administrator for more information. 5. Click OK to open the User Mode window. Figure 4. User Mode window 6. Select Workgroup supervisor login, and click OK. 7.
Logging In This will allow access to the workgroup CDR and workgroup statistics. If you enter an invalid password, the Password window reappears. A red X appears before the problem workgroup. Re-enter the password and click OK. For multiple workgroups: If you re-enter an invalid password for one workgroup, the CDR Search main window will open, but the workgroup will not appear in the Workgroup drop-down and thus will not be available as a search criterion. Figure 6.
Using CDR Search Using CDR Search Running a Search The CDR Search main window has three tabs: CDR, WG CDR, and WG Statistics. Figure 7. CDR tab of the CDR Search main window CDR Search CDR Search lets you search all calls, internal and external. To perform this search, you must log in as the administrator. To run a CDR search: 1. Select the time range for the search: • User Define—the From/To fields default to a range that includes the ten previous days. Edit the date and time for a custom range.
Logging In • All Calls—calls involving: Auto Attendant/IVR, Ring No Answer, Queue, Voice Mail (no VM recorded or VM recorded), Connect, Logon, Logoff, All Trunks Busy, No session, VM Access, Forward, Transfer, VM Notify, WG Abandoned, Park, System Park, Conference, Call Monitor, Transfer Cancel, Call Redirect, Call Pick Up, Dial Cancel • Connected Calls & Messages—Connected Calls plus Messages (see below) • Connected Calls—incoming calls answered by a person, and outgoing calls that entered “Connected” sta
Using CDR Search • Exact - retrieves records that exactly match the field value entered • Pat - retrieves records that contain the field value in any part of the extension/trunk digits. Example: “252” is the Callee value entered in the blank field. If exact is selected, any record with only “252” in the Callee field is retrieved. If like is selected with this value, any records where “252” begins the Callee field (e.g. 252-9712, 252-9713) is retrieved.
Logging In 6. Click Search. During the search, a progress window appears. To cancel the search, click Cancel. 7. Search results appear in the Summary window. Refer to “Search Results” on page 14 for details on working with search results. Workgroup CDR Search Workgroup CDR search lets you specify a search by workgroup. To perform this search, you can log in as the administrator or as a workgroup supervisor. Figure 8. WG CDR tab of the CDR Search window To run a WG CDR search: 1.
Using CDR Search Note: When searching for All Calls in WG CDR, the search results will not include workgroup agent login/logout, as the system does not recognize logging in/out as a call. • Connected Calls & Messages—Connected Calls plus “Messages (see below) • Connected Calls—incoming calls answered by agent and outgoing calls made by agent (when an Outgoing Workgroup is selected for the agent in the Workgroup Extension Configuration in AltiAdmin/ ACM Admin).
Logging In • Trunk—sorts by trunk • N/A—search without sorting, retrieves total number of records. Note: For faster searching, using N/A to sort records is recommended. (For example, when you search for Connected Calls, the time range as “Today,” and sorting by N/A, CDR will retrieve the total number of connected calls for “today.” Note: 6. If the time range for the search is less than 1 day, and Date/Time is selected for Sort by, CDR will list records hourly.
Using CDR Search Using CDR Search Figure 9. WG Statistics tab of the CDR Search window To run a WG Statistics search: 1. Select the time range for the search: • User Define—the From/To fields default to a range that includes the ten previous days. Edit the date and time for a custom range • Today—sets the From/To fields to the current date • Last 7 Days—sets the From/To range to the previous seven days 2.
Search Results • Agent Statistics—statistics on a specific agent for every workgroup to which he/she belongs Note: See “CDR Search and WG CDR Search Results Windows” on page 36 for workgroup statistics call data details. 4. Depending on the type of search you selected, specify a Workgroup and/or Agent to search on. 5. Click Search. During the search, a progress window appears. To cancel the search, click Cancel. Search results appear in the Statistics window.
Using CDR Search Summary (CDR Search and WG CDR Search) Figure 10. • Summary window The Detail button opens the Detail window for a selected call. Refer to “Call Details” on page 16 for details. CDR Manual 15 Using CDR Search For CDR Search and WG CDR Search, the Summary window displays the results.
Search Results Call Details You can drill down for detailed information on call records. 1. To see details on a call, select a record in the Summary window and click Detail. The Detail window opens. Figure 11. The Detail window 2. To view call records, right-click a record in the Detail window and select Show Call Info or, for raw data on trunk calls, Show Advanced Call Info.
Using CDR Search Using CDR Search Figure 12. The Record window (Call Info) Figure 13.
Search Results Statistics (WG Statistics) For Workgroup Statistics searches, the Statistics windows display the results of your search. There are different windows for the three types of WG Statistics searches you can perform. Figure 14. The Workgroup Statistics window Figure 15. The Agent Statistics per Workgroup window Figure 16.
Using CDR Search You can export records in csv format from the Statistics, Summary, Detail, and Record windows. To export records from the Statistics window: 1. Click Export. 2. Click OK to open the Save As dialog box. To export records from the Summary, Detail, and Record windows: 1. Do one of the following: • To export specific records, select the records you want, then click Export. In the Select window that appears, select Export only selected records. • To export all records, click Export.
Printing Records 20 CDR Manual
CHAPTER 2 CDR Overview Real-Time Monitoring and the CDR Client Workgroup call data is captured from the real-time monitoring function of the AltiSupervisor client application and made available to a dedicated feature—the “WG Statistics” tab—in the CDR Search client.
Real-Time Monitoring and the CDR Client Figure 1.
CDR Overview After installing AltiWare, the user configures rtmData.mdb using the Call Reports window in AltiAdmin/ACM Admin. CDR Overview Figure 2. Call Reports window, System Configuration When RTM Data - MDB is selected, the Config button opens a dialog box where the user can enable and configure these records. Figure 3.
Real-Time Monitoring and the CDR Client The Enable and Retain Records parameters are unchanged from the previous version of AltiWare, except that the lower limit for retaining records is now 1 day instead of 5 days. The Buffer Size settings are also gone. The new parameters function as follows: • Save data every - specifies how often to save WG call data from the real-time monitor.
CDR Overview Table 3. AltiDB backup schedule Renewal Dates day daily, at midnight week every Sunday 2 weeks the 1st and 15th of every month month the first of every month 3 months December, March, June, September 6 months January and June year January CDR Overview Renew setting If Remove is selected, the Save and Renew settings are disabled and no backups are created. When the Retain Records limit is reached, the oldest day’s data is replaced by the current day’s data each day at midnight.
Past and Present CDR Rate Tables. AltiWare 4.0 and higher does not support rate tables, unlike previous releases. This function must now be obtained by external applications found in reporting tools. The CDR database has sufficient information to support rate and charge evaluation by external applications. Migration. If you are upgrading from OE 3.5, you will not be provided with any conversion tool for CDR records stored under OE 3.5 or prior releases. If you are upgrading from OE 4.
CHAPTER 3 Data Storage CDR Search can store data using either an Internal Logger Service (ILS) or an External Logger Service (ELS). These two storage systems are described below. Internal Logger Service • Call detail data can be logged to your local drive, to a remote server, and/or exported via a COMM port. • RTM data is always logged to your local drive.
External Logger Service External Logger Service External Logger Service is an optional add-on feature to CDR and requires the purchase and activation of an External Logger license key. License keys for AltiContact Manager and External Logger must be installed and activated through AltiWare Administrator. For external CDR data storage, you must purchase and install MicroSoft’s SQL 7 and SQL 2000 database server software.
Data Storage To install the External Logger Service (ELS) program on the SQL server: 1. Insert the AltiWare OE 4.6 or AltiContact Manager 4.6 CD ROM into the target server CDROM drive. 2. Using Windows Explorer (or similar mechanism), locate the External Logger Service directory and then find the setup file. 3. Run setup. The ELS install program will install the ELS and configure the CDR data schema into the MSQL7/MSQL2000 database service. During the setup process, a setup dialog box appears.
External Logger Service After starting the ELS, and after configuring the AltiWare external CDR options, the system begins delivering CDR records and the ELS writes these records into the MSQL7 database. To set up the Logger and WatchDog services: After rebooting the SQL server, verify the following services: • Logger Server service is started and type is “Manual.” • Logger Watchdog service is started. Startup type is “Automatic.
CHAPTER 4 CDR and Workgroup CDR Search — Typical Searches This section contains examples of how to run various CDR and Workgroup CDR searches that are typically used by call centers. Identify the type of search you would like to perform, go to the CDR Search main window, define the search date, set the fields and settings as directed, then click the Search button to run the search. Note: Connected Calls include Connected Calls, Transferred Calls and Conference Calls.
Example CDR Searches To run a search on: All outgoing trunk calls for a particular extension Use these fields and settings: Set Type to Connected Calls Set Caller to Extension, enter particular extension, select Exact Set Callee to Trunk All connected incoming trunk calls for a particular extension Set Type to Connected Calls Set Caller to Trunk Set Callee to Extension, enter particular extension, select Exact All internal and external calls from a particular extension Set Type to Connected Calls Set C
CDR and Workgroup CDR Search — Typical Searches Example CDR Searches To run a search on: All internal calls to/from a particular extension Use these fields and settings: Set Type to Connected Calls Set Caller to Extension, enter particular extension, select Exact Set Callee to Extension, enter particular extension, select Exact All trunks busy Set Type to All Trunks Busy Set Caller to All Set Callee to All Example Workgroup CDR Searches To run a search on: All incoming workgroup calls per agent Use th
Example Workgroup CDR Searches To run a search on: All calls to workgroup Use these fields and settings: Set Type to All Calls Enter Workgroup Number, select Both Set Sort By to N/A or Date/Time All calls to workgroup via specific DNIS Set Type to All Calls Enter Workgroup Number, select Both Enter DNIS digits, select Exact Set Sort By to Workgroup All trunks busy for workgroup trunks (for outbound calls) Set Type to All Trunks Busy Enter Workgroup Number, select Outbound Set Sort By to N/A All Unansw
CHAPTER 5 Records and Data Schema This section contains explanations of the CDR search results records, including the data schema and a Glossary of terms.
Search Results Search Results This section explains the fields in all the CDR Search results windows.
Records and Data Schema Detail Window Shown in “Call Details” on page 16 Field Definition AADuration plus VMDuration plus HoldDuration plus WaitDuration (see Table 1, “CDR Call Format,” on page 53 for explanations of these schema) Talk Time TalkDuration plus RecordDuration plus VMRecordDuration (see Table 1, “CDR Call Format,” on page 53 for explanations of these schema) Exit state State of call when it was disconnected (see Table 1, “CDR Call Format,” on page 53 for details) Caller ID Caller phone
Search Results Record Window for “Call Info” Shown in “Call Details” on page 16 Node ID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin Session ID Session ID: a unique number, usually 9 digits or larger, assigned by AltiWare to a call Internal Call Internal or external call Direction Direction of the call (incoming or outgoing) Start Time Outgoing call: Time and date when caller receives ringback, busy, or connect signal Incoming call: Time and date when AA picks up En
Records and Data Schema Record Window for “Call Info” Shown in “Call Details” on page 16 Workgroup Number Workgroup number for an incoming call Outgoing Workgroup Workgroup number for an outgoing call, as set in AltiAdmin/ACM Admin or by agent at logon DNIS DNIS number for incoming call Tenant Tenant name for trunk, as set in AltiAdmin/ACM Admin Account Code Account code Attendant Duration Duration in seconds call was connected to the Auto Attendant/IVR Ring Duration Duration in seconds that i
Search Results Record Window for “Call Info” Shown in “Call Details” on page 16 Record Duration Duration in seconds of NOVO recording Exit State State of call when it was disconnected (see Table 1, “CDR Call Format,” on page 53 for details) URL URL when “call” is initiated by AltiWeb user clicking the make-call button User Data Agent input Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: MAIN Advanced Call Info is available only for trunk calls.
Records and Data Schema Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: TRUNK Advanced Call Info is available only for trunk calls.
Search Results Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: PARTY Advanced Call Info is available only for trunk calls.
Records and Data Schema Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: Advanced Call Info is available only for trunk calls.
Search Results Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: Advanced Call Info is available only for trunk calls.
Records and Data Schema Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Count of calls that were answered by an agent; if a single call is routed to several agents, the counter is increased Calls Answered Duration Sum of duration of Calls Answered, where duration lasts from the time an agent answers the call until the time the call is disconnected or transferred to VM, to another agent, or out of the WG Outgoing Calls Count of outgoing calls Outgoing Calls Du
Search Results Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Total Calls Answered Total of Calls Answered Calls Transferred to Voice Mail Count of calls transferred to VM (by caller pressing # or by being automatically transferred to VM after RNA for every agent), where caller leaves a message Total Wrapup Total of Wrapup time after call (time that user enables “Allow Wrapup Time” in AltiAdmin/ ACM Admin) and Wrapup time.
Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Upper half of window Number assigned by AltiWare to this record Date Date of call Time Time interval for these call statistics Calls Answered Count of calls that were answered by an agent; if a single call is routed to several agents, the counter is increased Calls Answered Duration Sum of duration of Calls Answered, where duration lasts from the time an agent answers the
Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Login Time Time agent logged in to WG Logout Time Time agent logged out of WG Logout Reason Logout Reason Lower half of window (Totals, Averages, and Percentages) Total Calls Total of all calls, including Answered, Outgoing and Transferred to VM Total Outgoing Calls Total of Outgoing Calls Total Calls Answered Total of Calls Answered Calls Transferred to Voice Mail Count of
Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Average Talk Time Total Talk Time divided by (Total Calls Answered plus Total Outgoing Calls) Average Wrapup Time The average of Wrapup time after call (time that user enables “Allow Wrapup Time” in AltiAdmin/ACM Admin) Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Upper half of window Number assigned by AltiWare to this recor
Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Outgoing Calls Count of outgoing calls Outgoing Calls Duration Sum of duration of Outgoing Calls, where duration lasts from the time the call enters “Connected” state until the time the call is disconnected Calls Transferred to Voice Mail Count of calls transferred to VM (by caller pressing # or by being automatically transferred to VM after RNA for every agent), where caller leaves a message
Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Lower half of window (Totals, Averages, and Percentages) Total Calls Total of all calls, including Answered, Outgoing, Transferred to VM, and all Abandoned calls Total Calls in Queue Total of Calls in Queue Total Outgoing Calls Total of Outgoing Calls (All outgoing calls are considered workgroup calls, unless the agent logs out of the workgroup.
Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Total Wait Time for Answered Calls Total of Wait Time for Answered Calls Total Wait Time for Abandoned Calls Total of Wait Time for Abandoned Calls Average Talk Time Total Talk Time divided by (Total Calls Answered plus Total Outgoing Calls) Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by (Total Calls in Queue minus Total Calls Abandoned in Queue Average
Records and Data Schema Data Schema This section describes the data schema used in CDR and RTM records.
Search Results Table 1: CDR Call Format Database Element Definition Type Specification CallerTyp e Type of line for an incoming call UBYTE 0=Unknown 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used) CallerPad Line’s physical address for an incoming call UCHAR (5) E.g.
Records and Data Schema Table 1: CDR Call Format Database Element Definition Type Specification TargetTyp e Type of line for an outgoing call UBYTE 0=None 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used) Physical address of line for an outgoing call UCHAR (5) TargetNu m Target phone number of an outgoing call (extension number or off-net PSTN) UCHAR (41) TargetNa me Target name for an outgoing call (as entered
Search Results Table 1: CDR Call Format Database Element Definition Type Tenant Tenant name for trunk UCHAR (31) AccountC ode Account code UCHAR (11) AADurati on Duration in seconds an incoming call is connected to the Auto Attendant/IVR; multiple connections to AA/IVR in a single session produces multiple records ULONG RingDurat ion Duration in seconds a call is ringing and in workgroup queue ULONG QueueDur ation Duration in seconds when a call stays in a queue.
Records and Data Schema Table 1: CDR Call Format Database Element Definition Type Specification ExitState State when call is terminated ULONG (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002” - 2 - Ring No Answer “0x0003” - 3 - Queue “0x0004” - 4 - Voice Mail (no VM recorded) “0x0005” - 5 - VM (VM recorded) “0x0006” - 6 - Connect “0x0007” - 7 - Logon “0x0008” - 8 - Logoff “0x0009” - 9 - All Trunks Busy “0x00
Search Results Table 1: CDR Call Format Database Element Definition Type Specification LogoffRea son Logoff reason code UBYTE URL URL when “call” is initiated by AltiWeb user clicking the makecall button UCHAR (255) UserData Agent input UCHAR (255) CallEnd For indication of the last record of a call UCHAR LocalStart Time Outgoing call: Timestamp when caller receives ringback, busy or connect signal String yyyymmddhhm mss String yyyymmddhhm mss Incoming call: Timestamp when AA picks up
Records and Data Schema Database Element Definition Type WGNum Workgroup Number UCHAR (8) LogoffRea son Logoff reason code UBYTE ExitState State when call is terminated ULONG Specification (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0007” - 1 - Logon “0x0008” - 2 - Logoff “0x0018” - 3 - Ready “0x0019” - 4 - Not Ready LocalStart Time Timestamp when workgroup logs in, logs out, is ready or not ready String yyyymmddhh mmss LocalE
Search Results Database Element Definition Type WGNum Workgroup Number UCHAR (8) Duration Wrap up duration time ULONG ExitState State when call is terminated ULONG Specification (see boxed inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0020” - 1 - Wrap up LocalStart Time Timestamp when wrap up starts String yyyymmddhh mmss LocalEndTi me Timestamp when wrap up stops String yyyymmddhh mmss 60 CDR Manual
Records and Data Schema RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field Workgroup Data NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100 Date Day information ULONG * Time value Time Time interval short minutes * Period value WGNum Workgroup Number UCHAR (8) MaxWaitTi meInQ Longest waiting time in queue during searched time interval short PeakQLen gth Maximum queue length si
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NumInCall Calls answered by an agent; if a call is forwarded to and answered by multiple agents, the count is increased short * Calls Answered InCallDura tion Duration of incoming calls (NumInCall), starting from the time an agent answers a call until the call is disconnected or transferred out of the WG ULONG * Calls Answered Duration NumOutCa ll All outgoing trunk and stationto-station
Records and Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NumCallA bandoneBe foreAnswer Total abandoned calls (during VM, queue, and RNA) short C C–A–B= * Calls Abandoned during VM NumQueue Overflow Calls routed to the WG but not queued due to AltiAdmin/ ACM Admin settings that specify acceptable queue length and/or wait time short * Queue Overflow BeforeAns werDuratio n Time calls waited in queue before being answered ULONG * Wait Ti
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100 Date Day information ULONG * Time value Time Time interval short minutes Agent Data * Period value AGNum Agent extension number UCHAR (8) NumInCall Calls answered; if a call is rerouted to and answered by the same agent, the count is incremented short * Calls Answered InCallDu
Records and Data Schema Table 4: RTM Data Format Definition Type Specification/ * CDR Client Field WrapUpD uration The amount of time for Wrapup, where Wrapup lasts from agent-set “Not Ready” to “Ready” status ULONG * Wrapup Duration NumCallT oVM Count of voicemail messages short * Voice Mail VMDuratio n Total duration of voicemail messages ULONG * Voice Mail Duration nGroups Count of workgroups agent is logged in to short NumHold The number of call put on hold in this workgroup short
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type NumNotRe ady Number of not ready, not including wrap up short NotReadyD uration Total duration of the not ready period ULONG LocalDate Date String DND Times Number of times agent entered DND ULONG DND Duration Total duration of the DND period ULONG Specification/ * CDR Client Field yyyymmdd Agent Per Workgroup NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100
Records and Data Schema Table 4: RTM Data Format Definition Type Specification/ * CDR Client Field NumInCall Calls answered; if a call is rerouted to and answered by the same agent, the count is incremented short * Calls Answered InCallDura tion Duration of incoming calls (NumInCall), starting from the time the agent answers a call until the call is disconnected or transferred out of the WG ULONG * Calls Answered Duration NumOutCa ll All outgoing trunk and stationto-station calls that entered “
RTM Data Schema Table 4: RTM Data Format Database Element Definition Type LogoutDur ation The total time agent was logged out since midnight ULONG LocalDate Date String 68 CDR Manual Specification/ * CDR Client Field yyyymmdd
Records and Data Schema Glossary of Terms A Abandonment - Incoming call where the caller decides to disconnect before completing a call processing state in the phone system: listening and handling auto attendant/IVR, while waiting in queue, or while in voice mail. (See also short calls.) Note: This is not the same as the Abandonment from Queue found in Center 4.0 real time screens. In that case, the system is measuring calls leaving the queue only, but not necessarily abandoning the call from the system.
RTM Data Schema C CallerID - The phone number of the calling party. CallerID differs from ANI in that CallerID is the phone number of the phone from which the caller is calling as opposed to the billing number for the phone. If a caller is calling from a business, the CallerID will be different from the ANI number, in most cases. Calls in Queue - The number of calls waiting in a queue for an agent or answering device. Carrier - Voice telephone network provider such as AT&T, MCI, and Sprint.
Records and Data Schema H Handled Calls - The number of calls actually processed successfully to a normal disconnect exit state. For example, answered by a person, or the person completed a voice message or listening to a prompt. Handled WG - The number of calls handled by a workgroup in the phone system. I In WG Average Duration - The amount of time, on average, calls spent waiting for a free agent while in a queue.
RTM Data Schema N NodeID - The AltiServ system number (from 0–128) that was assigned to a given AltiWare system in AltiAdmin/ACM Admin. The number is used to separate CDR records from different AltiWare systems when the records are collected jointly at one site using one database server for consolidated reporting. O Outbound - Calls placed by users of the phone system to the outside world over public or private trunk circuits within the AltiServ system including analog, digital, and IP types.
Records and Data Schema PRI - ISDN Primary trunks Q Queued Call - A call that has entered the queue as a result of not finding any free agents in a workgroup or for an extension and must now wait for an extension to become free. The queue duration associated with a queued call includes the ringing time of the target extension. R Reason Code - A number, from 0–255, that was entered by a workgroup agent using the Center 4.
RTM Data Schema S Score - This may or may not be found in the reports created within Call Analyst depending on applications created by the customer, not Call Analyst or AltiGen. Score is a number that represents how well a supervisor believes an agent has handled a particular call that the supervisor has silently monitored. Using the UserDefined fields provided in AltiWare's ActiveX AltiLink protocol and in its CDR data schema, a customer can associate a score with a call.
Records and Data Schema Spillover - Overflow from one route table to the next. T T1 - T1 is a digital facility from the phone system (customer premise) to the central office, or from one CPE site to another between AltiServ systems (T1 tie trunks). Voice is encoded as zeros and ones on a channel (i.e., conceptual trunk) using industry standard encoding. Talk Duration - The amount of time, totaled or averaged, that an extension services an incoming or outgoing call.
RTM Data Schema Transfer-Trunk Number - If a call is transferred by an extension to a phone number outside the phone system, then the target phone number is placed in this field. U URL - If a caller enters AltiServ via the Internet using AltiGen’s AltiWeb software (Web Button) then this field will contain the URL address for the caller accessing the system.
Records and Data Schema W WorkGroup - The workgroup is an extension representing a collection of individual extensions, such that each of these individual extensions can service a call arriving at the workgroup extension number. If none of these extensions is available at the time a call arrives, then the call is queued for this particular workgroup—a workgroup queue. In the call center sense, the workgroup can be configured for longest available agent queuing.
Configuration Areas Affecting CDR Information Wrapup Setting the wrapup time or supporting AltiX ActiveX controls can affect the level of CDR information. For example, using ActiveX for AltiLinkPlus, a client application can place wrapup data into the User Defined data field of the CDR record. This is useful if the user wants to correlate business information with call handling information; revenue achieved versus talktime by agent. A system integrator is required to use AltiGen’s AltiX ActiveX control.
Records and Data Schema Example Call Sequences and their Effect on CDR Records One objective of the CDR record is to track the talk time of agents and individuals for incoming and outgoing calls. Many call sequences are possible. The following are examples of inbound and outbound calls to a call center and sequences of recorded results in the CDR Detail report: Example 1 - Ext. 102 calls Operator, Operator transfers Ext. 102 to Ext. 309, Ext. is connect to Ext. 309.
Example Call Sequences and their Effect on CDR Records Figure 2. CDR record sessions for Example 2 Example 3 - External party calls office and gets Automated Attendant, then dials out Operator. The result is two sessions logged for this event. Figure 3.
Records and Data Schema Reporting Fields Glossary CDR Timestamps and Dates The CDR data schema is provided with basic definitions. As with past OE releases, the StartTime, EndTime, and other timestamps in the OE 4.0 CDR database are in seconds and are offset numbers from a standard industry reference point of January 1, 1970 UTC. A reporting tool must compute the actual date and time for use in reports.
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CHAPTER 6 TAPIT CDR Loader TAPIT EX is a call management and accounting software package from Trisys Inc. that works with AltiGen’s CDR to report on the phone activity of a business. TAPIT EX is a real-time system that collects all available information about incoming and outgoing calls, which can be stored for later processing. This chapter provides the requirements for and instructions on setting up TAPIT CDR Loader, which will allow TAPIT to work with CDR.
Setting Up TAPIT and CDR Loader for Single Node (AltiGen) 3. CDR Loader requires special setup depending on the type of installation (Single Node or Multi Node). When the installation is completed proceed with instructions below. Setting Up TAPIT and CDR Loader for Single Node (AltiGen) Note: 1. The Node data will be stored in the Main location database. Open TAPIT application (Start/Programs/Tapit/Tapit). Go to the System Maintenance/System Parameters/Communications screen. 2.
TAPIT CDR Loader 7. Open Tapit CDR Loader (Start/Tapit CDR Loader/CDR Loader). The CDR Loader screen appears. Settings for SQL Server database: (For Access database instructions refer to page 5) a. Click on Stop Timer. The name of this button changes to Start Timer. b. Click on Edit. The name of this button changes to Lock/Apply. c. Verify existing values on the CDR Loader screen.
Setting Up TAPIT and CDR Loader for Single Node (AltiGen) Settings for Access database: (For SQL Server instructions refer to page 4) a. Click on Stop Timer. The name of this button changes to Start Timer. b. Click on Edit. The name of this button changes to Lock/Apply. c. Verify existing values on the CDR Loader screen. If needed, make the appropriate changes in the Telephone System and Database Driver, Data File Name and Calls Table fields.
TAPIT CDR Loader 8. If required, enter new values in Process record every____minutes and Main Output File fields. It is recommended to accept defaults. 9. To save changes, click on the Lock/Apply button. 10. Click on the Multi Sites button. The MultiSite Settings screen appears. If this is a new installation this screen is empty 11. Click on the Con4Mon.ini button. Your default text editor opens the Con4Mon.ini file. Copy the following settings into this file.
Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) 16. Click on the Close button. 17. Restart the SMDR Monitor application. 18. To test the connection, click on the Get Calls Now button. Keep in mind if the CDR Loader application is running for the first time it loads all (!) available call records. 19. Click on Start Timer to turn on the automatic mode. 20. Click on the OK button to minimize CDR Loader. 21. After SMDR Monitor loads call records, run reports to verify the program works fine.
TAPIT CDR Loader Each location should have the following options set: a. Path - accept the default value. b. Time to call: and Next call: fields - these values pertain only to a buffer box. When the CDR Loader is used, they are ignored. c. PBX Format - make sure the appropriate PBX format is selected. d. Buffer Box Type - select the File option. e. Uncheck Buffer Box adds extra Date/Time stamp to each record. 3.
Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) Max_S = 4 S_001=1,Main_99 S_002=4,Comm_00 S_003=3,Comm_01 S_004=5,Comm_02 ;where S_xxx=Node_id,Loc_name The Max_S entry reflects the number of your nodes. Each S_xxx entry must correspond to existing location codes. For example: Comm_02 corresponds to the newly created New Location 3. 6. Save and close this file. 7. Click on the Tpremmon.ini button. 8. Your default text editor opens the Tpremmon.ini file.
TAPIT CDR Loader 11. Click on the Close button. 12. Restart Remote Manager. 13. Restart the SMDR Monitor application. 14. To test the connection, click on the Get Calls Now button. Keep in mind if the CDR Loader application is running for the first time it loads all (!) available call records for all nodes. 15. Click on Start Timer to turn on the automatic mode. 16. Click on the OK button to minimize CDR Loader. 17.
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Index Index P Party1PAD 61 R A address AltiGen Communications, Inc. AltiGen Communications phone numbers 2 AltiGen Communications, Inc.
