Call Detail Reporting for AltiWare ACC Release 5.2 and AltiWare ACM Release 5.2 Manual Revised 2/2008 4403-0012-5.
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii CHAPTER 1 Installing CDR Search on a Client System . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Internal Database Configuration (Internal Logger Service). . . . External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . Call Center Events and CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Past and Present CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration Areas Affecting CDR Information . . . . . . . . . . . . . Routing and Route Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multi-Project 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.
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. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
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 5.2 works only with AltiWare ACC 5.2 or AltiWare ACM 5.2. Important: AltiWare client programs earlier than 5.2 cannot be installed in the same PC running 5.2 client programs. System Requirements The client system must meet the following minimum requirements.
Pre-Installation Checklist Pre-Installation Checklist Before installing CDR Search, make sure the following is done: • AltiWare ACC 5.2 or AltiWare ACM 5.2 has been installed on the system server. • TCP/IP is enabled on both machines. • The client is able to connect to the server on the network. • The person installing CDR Search has local administrator rights on the client PC. To install CDR Search on a Client Machine 1.
Installing CDR Search on a Client System 3. Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system. 4. Install the CDR Search 5.0A or 5.1 software, as appropriate. CDR Manual 3 Using CDR Search Go to “:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll.
Downgrade Procedure 4 CDR Manual
CHAPTER 2 CDR client offers three ways to search call records. • CDR Search lets you define a search by the type of call, incoming or outgoing. To perform this search, you must log in as the administrator. • Group CDR lets you specify a search by workgroup. To perform this search, you can log in as the administrator or as a workgroup supervisor. • WG Statistics lets you search workgroup call data captured from the real-time monitoring functions in the Workgroup Statistics tab of the AltiSupervisor client.
Logging In Logging in - Administrator Login 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 5.2. The Login window appears. 2. Enter the IP address or name of the Server. 3. Enter your Extension and Password. Check the Save password check box to store your login password for the next time you access CDR Search. Note: AltiServ maintains a counter for each extension to track login failures.
Using CDR Search Using CDR Search 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. Logging in - Workgroup Supervisor Login 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 5.2. The Login window appears. 2. Enter the IP address or name of the Server. 3. Enter your Extension and Password.
Logging In Note: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the settings in AltiWare Administrator). 4. Select Workgroup supervisor login, and click OK. 5. In the CDR Server dialog box, select the database containing the data you want to access, then click Select.
Using CDR Search Using CDR Search 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.
Running a Search Running a Search The CDR Search main window has three tabs: CDR, Group CDR, and WG Statistics. 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 10 previous days. Edit the date and time for a custom range. • Today—sets the From/To fields to the current date.
Using CDR Search Using CDR Search • 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
Running a Search Note: For CDR records, Unanswered calls refer to calls abandoned while in these states: AA, forward, RNA, queue, voicemail, WG abandoned, call redirect, no more session, pick up by and dial cancel. Calls abandoned also include all calls routed to go somewhere other than a workgroup, where a workgroup has busy call handling set not to queue. • All Trunks Busy—outgoing calls aborted due to busy signals Note: See “CDRMAIN” on page 66 for call data details. 3.
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 DNIS/Project/Acct Code digits. 5. Select to Sort by: • Date/Time—sorts day-by-day (or hour-by-hour if you select Today as the time range for the search). • Extension—sorts by extension. • 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.
Running a Search Group CDR Search Group CDR search lets you specify a search by group. To perform this search, you can log in as the administrator or as a workgroup supervisor. To run a Group CDR search: 1. Select the time range for the search: • User Define—the From/To fields default to a range that includes the 10 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.
Using CDR Search • 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 AltiWare Administrator). • Messages—calls directed to voicemail • Unanswered Calls—incoming calls not answered by agent or workgroup (abandoned in AA, forward, RNA, queue, voicemail, WG abandoned, call redirect, no more session, pick up by and dial cancel).
Running a Search 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: 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. If time range for the search is longer than 1 day, and Date/Time is selected for Sort by, CDR will list records daily. 6.
Using CDR Search To run a WG Statistics search: Select the time range for the search: • User Define—the From/To fields default to a range that includes the 10 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. Select the Interval (1 day, 1 hour, or 15 minutes) to specify the granularity of your search results.
Search Results • Export—exports selected calls to a csv file. Refer to “Exporting Records” on page 24 for details. • Print—prints the selected calls. Refer to “Printing Records” on page 24 for details. All Statistics windows (WG, Agent Statistics Per WG, Agent) also have a Stop button. For explanations of records and database schema, see Chapter 5, Records and Data Schema. Summary (CDR Search and Group CDR Search) For CDR Search and Group CDR Search, the Summary window displays the results.
Using CDR Search Call Details 1. To see details on a call, select a record in the Summary window and click Detail. The Detail window opens. 2. To view call records, right-click a record in the Detail window and select Show Call Info. CDR Manual 19 Using CDR Search You can drill down for detailed information on call records.
Search Results Session ID Call Details When searching by Session ID, the following window is displayed as search results.
Using CDR Search Right-clicking on an entry opens a drop-down menu to Show Call Info or Copy Session ID to Clipboard. CDR Manual 21 Using CDR Search For detailed information on this call record, select the record and click the Detail button.
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 1.
Using CDR Search Using CDR Search Figure 2. The Agent Statistics per Workgroup window Figure 3.
Exporting Records Exporting Records 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.
CHAPTER 3 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 . You can set up call reporting if AltiWare and AltiWare Administrator are installed on the same server. In AltiWare, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiServ system, and RTM data, which is workgroup-related statistical data captured from the realtime monitoring function used in the AltiSupervisor client application.
CDR Overview To set up and use call reports, in AltiWare Administrator select System > System Configuration, then click the Call Reports tab. . CDR Overview When RTM Data - MDB is selected, the Config button opens a dialog box where the user can enable and configure these records. Internal Database Configuration (Internal Logger Service) To set up and enable CDR collection to the local drive, click the Add button.
Real-Time Monitoring and the CDR Client . Add a Name and IP Address for the Internal Log Service, then click OK. In the Internal Database Configuration section, select the Active database retaining period in months. Check the Archive purged record(s) field and select the number of months per archive file if you wish to archive purged Internal Logger Service records. External (Remote) Logging of Call Data AltiWare allows you to output call accounting to a Microsoft SQL 2000 database.
CDR Overview To set up and enable RTM data collection to the local drive, click the Add button. A dialog box appears . CDR Overview Add a Name and IP Address for the External Log Service, then click OK. Call Center Events and CDR In call detail recording, every individual call is tracked from its start time to its end time. An incoming trunk call, for instance, starts with autoattendant answer.
Configuration Areas Affecting CDR Information Migration. If you are upgrading from OE 4.5 or earlier, you will not be provided with any conversion tool for CDR records stored under OE 4.5 or prior releases. Extension-to-Extension Call Reporting. CDR Search includes records for internal calls between extensions, and from internal extensions to workgroups. This is in addition to information on incoming and outgoing trunk calls. SMDR Cautions.
CDR Overview Wrapup Ring No Answer Configurations and VM Agents sign on to workgroups and answer calls. On occasion, an agent might be signed on but walk away from their station. Under these conditions, AltiWare Administrator allows the administrator to define what AltiWare should do if it encounters a Ring No Answer condition on a phone. For example, the call can be sent to voice mail, to another agent, back to queue, or to auto attendant/IVR.
Configuration Areas Affecting CDR Information Changing Time Settings If an administrator changes the time setting in Windows, it will affect active calls’ CDR records. It may cause large, negative or zero talk time in CDR records.
CHAPTER 4 Data Storage AltiWare can store data using either an Internal Logger Service (ILS) or up to two External Logger Service (ELS). CDR Search can use either ILS or CDR to search stored data. Call detail record data (CDR) and workgroup-related statistical data (RTM) are stored in the same database but in different tables. These two storage systems are described below.
Differences between ILS and ELS • Status monitoring of connection between AltiWare/ACM and Logger Service—User Database ID and Client ID can be used to verify connection to Logger Service. “Database ID” is fixed to “Default” and cannot be found on any GUI. “Client ID” is mentioned as “Password” in AltiWare Administrator and External Logger Service Configuration. If the verification fails, the status of the Logger Service is “Invalid Password,” which can be monitored by the administrator.
Data Storage In order to implement remote manager ability, a Log Service configuration window can be accessed in AltiWare Administrator. External Logger Server Configuration Tool The External Logger Configuration Tool is used to configure Logger Server. Currently, all configurations are saved into registry, so any change in configuration will not work unless Logger Service is restarted. When the configuration is changed, the Configuration Tool will automatically restart Logger Service.
External Logger Server Configuration Tool Configuration GUI for External Logger Server For ELS, only Database ID, Password, ODBC Source Name, Login ID and Password are configurable. Other parameters, such as TCP port and buffer folder, cannot be changed. If the database is a Microsoft Access Database, ELS can purge and back up the database on demand. Testing the DB Dialog The Test button is used for testing and diagnosing the ODBC database.
Data Storage Limitations • One Internal Logger Server per computer. • One External Logger Server per computer. • One Super Logger Server per computer. • One Internal, External and Super Logger Server can be installed in the same computer. CDR Manual 37 Data Storage When the ODBC information is correct, the tool will check all tables required and will try to find all differences. If the database in not compatible, the OK button will be disabled.
External Logger Server Configuration Tool • One AltiWare can only output data to, at most, one Internal Logger Server and two External Logger Servers. • Internal Logger Server only serves AltiWare of same computer. • Internal Logger Server only supports Microsoft Access Database. • Internal and External Logger Server do not support multiple databases. • One Database Connection license is required for every Logger Server and every CDR Search requires one additional license.
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 Call Sequences and their Effect on CDR Records Example Workgroup CDR Searches To run a search on: All workgroup voicemail messages by workgroup Use these fields and settings: Set Type to Messages Enter Workgroup Number, select Both Set Sort By to Workgroup All calls to workgroup 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 Exa
CDR and Workgroup CDR Search — Typical Searches Figure 1. CDR record sessions for Example 1 Example 2—External party calls and connects directly to Ext. 105. The result is one sessions logged for this event. Figure 2. CDR record sessions for Example 2 CDR Manual 43 Sample CDR Searches Example 3—External party calls office and gets Automated Attendant, then dials out Operator. The result is two sessions logged for this event.
Example Call Sequences and their Effect on CDR Records Figure 3.
CHAPTER 5 Records and Data Schema This section contains explanations of the CDR search results records, including the data schema. Important! In order to reduce the storage space of the database, records with all zero files are not written to the database. Search Results This section explains the fields in all the CDR Search results windows.
Search Results Detail Window Shown in “Call Details” on page 19 Field Definition ID Number assigned by CDR Search to this record Session ID Unique number assigned by AltiWare to this call Sequence ID Unique number to identify multiple records of same call (same session ID), beginning with 0. Conference ID Unique number to identify multiple conference calls.
Records and Data Schema Detail Window Shown in “Call Details” on page 19 Field Definition DNIS DNIS information for an incoming call Acct Code Account code URL URL when “call” is initiated by AltiWeb user clicking the make-call button User Data Agent input Record Window for “Call Info” Shown in “Call Details” on page 19 Node ID Server ID (System ID) assigned to an AltiWare system in AltiWare Administrator Session ID Session ID: a unique number, usually 9 digits or larger, assigned by AltiWare
Search Results Record Window for “Call Info” Shown in “Call Details” on page 19 Caller ID Caller number for a call Caller Name Caller name for a call Target Type Call target line type (see Table 9, “CDRMAIN,” on page 66 for details) Target PAD Physical address of line for a call target Target ID Number for a call target Target Name Name for a call target Workgroup Number Target workgroup number for an incoming call Outgoing Workgroup Workgroup number for an outgoing call, as set in AltiWare
Records and Data Schema Record Window for “Call Info” Shown in “Call Details” on page 19 Hold Duration Duration while call was on hold or parked Talk Duration Duration while the call is answered by a person; see Table 9, “CDRMAIN,” on page 66 for details) Record Duration Duration of conversation recording Exit State The last state of call before the call record is logged; (see Table 9, “CDRMAIN,” on page 66 for details) URL URL when “call” is initiated by AltiWeb user clicking the make-call button
Search Results Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition In Talk Time Sum of talk duration of incoming answered workgroup calls. Talk duration lasts from the time an agent answers the call until the time the call is disconnected, parked or transferred. (Hold time is not included in talk time.) Out Call Ans Count of connected outbound workgroup calls.
Records and Data Schema Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition Total Wrap-up Time Total of Wrap-up duration (time while agent is in wrapup state) for both incoming and outgoing calls.. Average Wrap-up Time Total Wrap-up Time divided by Total Number of Wrap-up.
Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition Out Talk Time Sum of talk duration of connected outbound workgroup calls. Talk duration lasts from the time the call is connected until the time the call is disconnected, parked or transferred. (Hold time is not included in talk time.
Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition Total Wrap-up Time Total of wrap-up duration (time while agent is in wrapup state) for both incoming and outgoing calls. Average Wrap-up Time Total Wrap-up Time divided by Total Number of Wrap-up.
Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition Calls Answered Duration Sum of talk duration of incoming answered workgroup calls. Talk duration lasts from the time an agent answers the call until the time the call is disconnected, parked or transferred. (Hold time is not included in talk time.) Outgoing Calls Count of outgoing connected workgroup calls.
Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition Group Inbound Calls Summary Group Total Inbound Calls Total of all inbound calls, including Answered, Overflowed, and all Abandoned calls Total Calls Without Queueing Total of calls with queue duration of zero.
Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 Field Without VM Abandoned to App or Others Definition Total of Calls Abandoned during VM Total of calls redirected to a target other than VM, when caller in queue presses a digit. Abandoned to application is also included.
Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 Field Definition Total Wait Time for Abandoned Calls Total of Wait Time (Queue Duration + Ring Duration) for Abandoned Calls Total Outbound Connected Calls Total of Outgoing Calls Total Outbound Talk Time Total of Outgoing Calls Duration Average Outbound Talk Time Total Outbound Talk Time divided by Total Outbound Connected Calls Records and Data Schema CDR Manual 57
Search Results Data Schema This section describes the data schema used in CDR and RTM records. Table 1:AGENTACTIVITY Database Element Definition Type Specification Version Version of the record LONG 2 = OE/ACM 5.0A NodeID Server ID (System ID) assigned to an AltiWare system in AltiWare Administrator LONG value: 1–100 Time_Stamp GMT time when activity occurs. Seconds since 1970/ 01/01 00:00:00.
Records and Data Schema Database Element Definition Type Specification Activity Activity of the Agent LONG 1 = Staff 2 = UnStaff 3 = Login 4 = Logout 5 = Ready 6 = DNDFWD 7 = Not Ready 8 = Wrapup 9 = Error Reason Reason for Activity. (For logout, it is logout reason code) LONG 96 = Network issues caused the system to log out an IP phone agent from the workgroup. 97 = Agent’s physical or IP extension is changed to virtual extension. System logs out the extension from workgroup.
Search Results Database Element Definition Type Specification NodeID Server ID (System ID) assigned to an AltiWare system in AltiWare Administrator LONG value: 1–100 StartTime GMT start time of record's period. Seconds since 1970/01/01 00:00:00. LONG EndTime GMT end time of record's period. Seconds since GMT 1970/01/01 00:00:00.
Records and Data Schema Definition Type uid Unique ID to link to AGENTPERWGSUMMARY1 LONG NumInWGC all Total inbound WG calls during interval LONG NumInWGA nswered Number of incoming workgroup calls answered by this agent LONG NumInWGR NA Total of agent RNA LONG DurInWGAn sRing Ring duration of answered calls workgroup calls LONG DurInWGTal k Talk duration of incoming calls (NumInWGAnswered), starting from the time the agent answers a call until the call is disconnected, transferred, or pa
Search Results Database Element Definition Type DurOutWG WrapUp Wrap-up duration for outbound WG calls LONG NumOutWG Hold Count of outbound WG hold calls by agent (One call on hold multiple times will count once only) LONG DurOutWG Hold Hold duration of outbound workgroup calls LONG Specification Table 4:AGENTPERWGSUMMARY3 Database Element Definition Type Specification Version Version of the record LONG 2 = OE/ACM 5.
Records and Data Schema Database Element Definition Type EndTime GMT end time of record's period. Seconds since GMT 1970/01/01 00:00:00.
Search Results Database Element Definition Type NumInDirVM Count of direct inbound voicemail message LONG DurInDirVM Total duration of direct inbound voicemail message LONG NumInDirHold The number of direct incoming call put on hold (One call on hold multiple times will count once only) LONG DurInDirHold Total hold duration of direct incoming calls LONG NumOutDirCon nected Number of direct outgoing connected calls LONG DurOutDirTalk Total talk duration of direct (nonworkgroup) outgoing c
Records and Data Schema Database Element Definition Type Specification NodeID Server ID (System ID) assigned to an AltiWare system in AltiWare Administrator LONG value: 1–100 uid Unique ID to link AGENTSUMMARY1 LONG CountLogon WG Count of workgroups that agent is logged into LONG DurAgentLo gon The login duration when agent logs into at least one workgroup LONG NumAgentA vailable Number of times agent is available LONG DurAgentAv ailable The duration while agent is in available state
Search Results Database Element Definition Type DurAgentError Duration of agent in Error State while login LONG NumNotReady Count of Agent enters Not-Ready state LONG DurNotReady Duration of Agent Not-Ready LONG Specification Table 9: CDRMAIN Database Element Definition Type Specification Version Version of the record LONG 2 = OE/ACM 5.
Records and Data Schema Table 9: CDRMAIN Database Element Definition Type Specification DayOfWeek Day of the week LONG 0 = Sunday 1 = Monday 2 = Tuesday 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday SessionID Session ID: a unique number, usually 9 digits or larger, assigned by AltiWare to a call LONG SequenceID A unique number to identify multiple records of same call (same Session ID), beginning with 0 LONG TrunkCall Trunk call or external call LONG Direction of the call (incoming or
Search Results Table 9: CDRMAIN Database Element Definition Type Specification CallerType Type of line for an incoming call LONG 0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup 6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk CallerPad Line’s physical address for an incoming call CHAR (5) E.g.
Records and Data Schema Table 9: CDRMAIN Database Element Definition Type Specification TargetType Called target line type LONG 0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup 6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk Physical address of line for a called target UCHA R (5) TargetNum Number for a called target CHAR (41) TargetName Name for a called target CHAR (65) TargetTenant T
Search Results Table 9: CDRMAIN Database Element Definition Type Specification AccountCode Account code CHAR (11) 1—10 digits in length AADuration 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 LONG RingDuration Duration in seconds a call is ringing and in workgroup queue LONG QueueDuration Duration in seconds when a call stays in a queue.
Records and Data Schema Table 9: CDRMAIN Database Element Definition Type Specification AbnTargetType Type of abandon forward target LONG 1=Abandon to AA 2=Abandon to Operator 3=Abandon to Extension 4=Abandon to Outside Number 5 =Abandon to VM 6 = Abandon to Application 7 = Abandon to Others 8 = Call Disconnected Type of Advanced Queue Management Application LONG MMCallType Multi-Media call type LONG PriorityQueueD uration The duration in seconds of a call hold current priority in queue LONG
Search Results 3 = Call Redirect: call is redirected to another extension or trunk by the AltiLinkPlus command "Redirect". 4 = Ring No Answer: call rang target but no agent answered. 5 = Busy: call tried to ring an agent but the agent extension was busy. 6 = Queue: call abandoned from the workgroup queue. 7 = Queue Overflow: call was forwarded by workgroup overflow configuration. 8 = Connected: call connected with an agent, then disconnected.
Records and Data Schema 21 = All Trunks Busy: A dials an outside number, and no trunk is seized. A drops and gets this exit state. 22 = No session: A tries to log on to AltiView/AltiAgent/AltiConsole/third party application, but there are no more licenses available. 23 = Personal Park: call is parked by #31. 24 = System Park: call is parked by #41. 25 = Line Park: call is parked by #51. 26 = Call Monitor: A runs AltiSupervisor and initiates a silent monitor or barge in.
Search Results Database Element Definition Type GMTOffset Offset to GMT time, includes daylight savings, in seconds; ex: Pacific Summer time 22500 LONG LocalDay 8 digit number representing date LONG Format: yyyymmdd LONG 0 = Sunday ex: 20040608 = 06/08/2004 DayOfWeek Day of the week Specification 1 = Monday 2 = Tuesday 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday WGNum Workgroup Number LONG CurNumAgent Cfg Total Agent configured to the WG LONG CurNumAgent UnStaff Total Agents Un
Records and Data Schema Definition Type CurNumCallO verSLT Number of calls exceed SLT (Snapshot at EndTime) LONG CurServiceLev el Real-time Service Level % for WG Queue (Snapshot at EndTime) LONG IntvMaxNumA gentUnStaff Maximum Agents Un-Staffed in record's period LONG IntvMaxNumA gentLogout Maximum Agents Logged Out in record's period LONG IntvMaxNumA gentError Maximum Agents Error in record's period LONG IntvMaxNumA gentBusy Maximum Agents Busy in record's period LONG IntvMaxNumA gent
Search Results Table 11: WGSUMMARY Database Element Definition Type Specification Version Version of the record LONG 2 = OE/ACM 5.0A NodeID Server ID (System ID) assigned to an AltiWare system in AltiWare Administrator LONG value: 1–100 StartTime GMT start time of record’s period. Seconds since 1970/01/01 00:00:00 LONG EndTime GMT end time of record’s period.
Records and Data Schema Definition Type NumInAnswered Total WG inbound calls answered by agents during interval. If a login agent uses pick call from queue feature in AltiAgent, this counter is incremented. If the call is transferred or parked, this call is considered out of workgroup.
Search Results Database Element Definition Type NumInAbnVmMs g Number of calls abandoned to VM leaving voice message (transferred to VM from queue by caller pressing a digit or the system redirects the call to VM) LONG DurInAbnVmMsg Total Queue time for calls abandoned to VM leaving voice message LONG DurInAbnVmMsg _RingTime Total Ring time for calls abandoned to VM leaving voice message LONG NumInAbnVmNo Msg Number of calls abandoned to VM without leaving VM (redirected to VM from queue by ca
Records and Data Schema Definition Type DurInAbnQRing DurInAbnInQ_RingTime+DurInA bnDuringRing_RingTime+DurIn AbnVmMsg_RingTime+DurInAb nVmNoMsg_RingTime+DurInAb nToApp_RingTime+DurInAbnTo Others_RingTime LONG DurInAbnQ DurInAbnInQ+DurInAbnDuringR ing+DurInAbnVmMsg+DurInAbn VmNoMsg+DurInAbnToApp+Du rInAbnToOthers LONG NumInOverflow WG calls overflowed or redirected to other target LONG DurInOverflowQ Total Queue time for overflowed or redirected calls LONG DurInOverflowRi ng Total ring time
Search Results Database Element Definition Type NumOutHold Number of outbound WG calls that were put on hold by agent (One call on hold multiple times will count just one time) LONG DurOutHold Duration of outbound WG calls put on hold by agent LONG NumOutRecord Number of outbound WG calls that were recorded LONG DurOutRecord Duration of outbound WG calls that were recorded LONG NumOutXfer Count of outbound WG calls that were transferred by agent LONG NumOutWrapUp Count of agent outbound
Records and Data Schema Database Element Definition Type NumInAbnToApp WithinSLT Number of calls abandoned to addon applications with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) LONG NumInAbnToOth ersWithinSLT Number of all other abandoned calls (for example, Ext/WG/ External/AA/IVR) with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) LONG NumInOverflow WithinSLT WG calls ove
Search Results Database Element Definition Type Specification StartTimeG MTOffset Offset to GMT time when the extension is created, includes daylight savings, in seconds; ex: Pacific Summer time 25200 LONG Format: yyyymmdd EndTimeG MTOffset Offset to GMT time when the extension is removed, includes daylight savings, in seconds; ex: Pacific Summer time 25200 LONG Format: yyyymmdd RevisionID Revision ID, beginning from 0; the bigger the number, the older the record LONG Table 13:WGMEMBER Datab
Records and Data Schema Database Element Definition Type RevisionID Revision ID, beginning from 0; the bigger the number, the older the record LONG Specification Records and Data Schema CDR Manual 83
Search Results 84 CDR Manual
Glossary 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, while waiting in queue, or while in voice mail. (See also short calls.) Account Code - A number entered by a caller to represent how the call should be tracked or billed. Agent - A service representative who consistently handles customer inquiries of all types.
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. Carrier # - The 10XXX dialed number which is used by a caller or the system to inform the local switching system which Carrier has been selected to handle the phone call. For example, AT&T is 10288. CLID (Caller Line Identification) - European term for CallerID.
I In WG Average Duration - The amount of time, on average, calls spent waiting for a free agent while in a queue. Inbound - Calls arriving into the phone system over trunks, either public or private tie trunk lines. IP (Internet Protocol) - IP is used to represent the concept and practice of encapsulating voice into data packets carried on data networks, both private and public, including the Internet.
O Outbound - Calls placed by users of the phone system to the outside world over public or private trunk circuits within the AltiWare system including analog, digital, and IP types. Outbound Workgroup - Outgoing calls placed by a workgroup agent who is assigned and logged in to an Outgoing Workgroup. OutCall Routing - Calls dialed on the system can be processed by the system using routing tables. The routing tables and their configuration options are referred to generically as outcall routing.
One supported area is tracking who placed an outbound call by business name or dialing plan. This name is called the project name, is configured in AltiWare under each extension, and is placed in the CDR record each time that particular extension places an outbound call. The field is multi-purpose, so it can also be used by businesses wanting to track calls by department for bill-back purposes. Mixed use is not supported, for example, project and department.
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. Note: This is a custom implementation.
Talk Duration - The amount of time, totaled or averaged, that an extension services an incoming or outgoing call. Average talk durations are useful in call centers to measure how well an agent handles callers. Threshold - The maximum amount of time a company wants an incoming caller to wait before they are serviced by an extension (an agent). This is related to service level, and is expressed as “we want calls be serviced 90% of the time (service level) in less than 20 seconds (threshold).
• If a call is processed via auto-attendant and information is collected and offered to an external application using the DDR function in autoattendant, then the external application can populate this field with information about the call, collected or otherwise. • The structure of user data is an array or buffer of name-value pairs. You can have as many pairs as you wish, but the total buffer is only 128 bytes long. A name-value pair is your own field name followed by the field value.
Wrapup Duration - The amount of time an agent takes to handle transaction information on another system or on paper after handling a caller. Once the caller disconnects, the agent's phone can be configured to be “unavailable” to the workgroup queue for a fixed or variable period of time even though the agent's extension is still signed onto the queue. This allows the agent time to wrap up.
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Index Index N A R AGENTACTIVITY 58 AgentActivity 82 AGENTPERWGSUMMARY1 59, 60, 62, 64 AGENTSUMMARY 62, 64 ring no answer 31 route name 30 node ID 58, 60, 62, 63, 65, 66, 81, 82 C call detail 25 sequences 42 call reports, external CDRMAIN 66 S session ID 10 session ID number 67 SMDR 30 SQL 28 Stop button 18 system requirements 1 28 T trunk type D downgrade procedure 69 2 W E external logging 28 EXTINFORMATION 81 WGRTSUMMARY 73 WGSUMMARY 76 wrapup 31 G glossary 30, 85 I inbound call scenar
