Call Detail Reporting for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0 and AltiContact Manager (ACM) Release 5.0 Manual Revised 05/2004 4403-0012-5.
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Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii CHAPTER 1 Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installing CDR Search on a Client System . . . . . . . . . . . . . . . . . . . 2 Installation Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Downgrade Procedure . . . . . . . . .
Wrapup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ring No Answer Configurations and VM . . . . . . . . . . . . . . . . . Login and Log-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conference Call Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing Time Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 29 29 29 30 CHAPTER 3 Data Storage . . . . . . . . . . . . . . . . . . . . . . . . .
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 works only with AltiWare OE/ACC Release 5.0 or AltiContact Manager (ACM) 5.0. CDR Search, Group 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.
Installing CDR Search on a Client System Installing CDR Search on a Client System Important: 4.6 client programs cannot be installed in the same PC running 5.0 client programs. Installation Notes • For AltiWare OE/ACC and ACM installation, the following CDR Logger components must be included: — CDRLogDLL.dll — Logservice.exe — Libexpat.dll — NewLogServiceInit.dll After files are copied, load NewLogServiceInit.dll and call exported InitLogService function and set the type as “0” (Internal Log Service).
Using CDR Search System Requirements • AltiWare OE, AltiServ Contact Center, or AltiContact Manager (Release 5.0 or higher) must be installed on the system and the link to TCP/IP enabled. Hardware Requirements • External database server (such as Microsoft SQL 7.0 or 2000) should be at least Pentium 4, 1 GHz with 512M RAM. Important: Refer to “Limitations” on page 35 for a list of limitations for CDR Search. To install the CDR client: 1.
Logging In 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 4.6 software. Logging In There are two ways to log in to CDR search. Administrator login lets you perform all three types of search described in “CDR Search, Group CDR Search, WG Statistics” on page 1.
Using CDR Search Logging in - Administrator Login Using CDR Search 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 5.0. The Login window appears. Figure 1. Login window 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 log in password for the next time you access CDR Search. Note: AltiServ maintains a counter for each extension to track login failures.
Logging In 5. In the CDR Server dialog box, select the database containing the data you want to access, then click Select. Figure 2. CDR Server dialog box 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 5.0. The Login window appears. Figure 3.
Using CDR Search 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. Figure 4. CDR Server dialog box 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 6. In the Password dialog box that appears, select the workgroups you want, enter the password for each, and click OK to open the CDR Search main window. Figure 5. Password dialog box 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.
Using CDR Search Using CDR Search Running a Search The CDR Search main window has three tabs: CDR, Group CDR, and WG Statistics. Figure 7. CDR tab of CDR Search 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.
Running a 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 entered “Connecte
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.
Running a Search 6. Click Search. During the search, a progress window appears. Figure 8. Search Progress window To cancel the search, click Cancel. 7. Search results appear in the Summary window. Refer to “Search Results” on page 16 for details on working with search results. 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. Figure 9.
Using CDR Search • Today—sets the From/To fields to the current date 2.
Running a Search • Exact - retrieves records that exactly match the field value entered • Like - retrieves records that begin with the field value entered • Pat - retrieves records that contain the field value in any part of the extension/trunk digits. 5.
Using CDR Search Workgroup Statistics Search Figure 10. WG Statistics tab of 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 per Workgroup—statistics on a specific agent for a specific workgroup • Agent Statistics—statistics on a specific agent for every workgroup to which he/she belongs Note: See “CDR Search and Group CDR Search Results Windows” on page 44 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.
Using CDR Search Summary (CDR Search and Group CDR Search) Figure 11. • Summary window The Detail button opens the Detail window for a selected call. Refer to “Call Details” on page 18 for details. CDR Manual 17 Using CDR Search For CDR Search and Group 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 12. The Detail window 2. To view call records, right-click a record in the Detail window and select Show Call Info.
Using CDR Search Using CDR Search 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.
Using CDR Search Using CDR Search Figure 16. Agent Statistics window 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.
Printing Records To export records from the Statistics window: 1. Click Print. 2. Click OK to open the Windows Print dialog. To print records from the Summary, Detail, and Record windows: 1. Do one of the following: • To print all records, click Print. In the Select window that appears, select Print out all records. • To print specific records, select the records you want, then click Print. In the Select window that appears, select Print out only selected records. 2.
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. AltiServ installation You can set up call reporting if AltiWare and AltiAdmin 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, select System Configuration... on the Management menu, then click the Call Reports tab 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. Internal Database Configuration (Internal Logger Service) To set up and enable CDR collection to the local drive, click the Add button. A dialog box appears.
Real-Time Monitoring and the CDR Client Figure 3. Add Log Service 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.
CDR Overview To set up and enable RTM data collection to the local drive, click the Add button. A dialog box appears. CDR Overview Figure 4. Enable external RTM data logging 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 or extension might be signed on, but negligently walk away from their station. Under these conditions, AltiAdmin/ACM Admin 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 3 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 AltiAdmin/ACM Admin 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 Logger Service Configuration AltiAdmin/ACM Admin can configure CDRLogDLL, add (register) and remove New Logger Server for AltiWare remotely, but they cannot configure Logger Server. In order to implement remote manager ability, a Log Service configuration window can be accessed in AltiAdmin/ACM Admin. Data Storage Figure 1. Log Service Configuration Window Use the Log Service Configuration window to Add, Edit and/or Remove a Log Service.
External Logger Server Configuration Tool Configuration GUI for External Logger Server Figure 2. External Logger Service Configuration Window 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 Figure 3. Connection Failed! dialog box Data Storage Figure 4. SQL Server Login 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 grayed out. Figure 5. Database Checking Result Limitations • One Internal Logger Server per computer. • One External Logger Server per computer. • One Super Logger Server per computer.
External Logger Server Configuration Tool • One Internal, External and Super Logger Server can be installed in same computer. • One AltiWare can only output data to, at most, one Internal Logger Server and two External Logger Server. • 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.
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 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 Workgrou
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 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.
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 18 Field Definition Start time of call Duration Duration of call in seconds (EndTime minus StartTime; see Table 4, “CDRMAIN,” on page 61 for explanations of these schema) Wait Time RingDuration plus QueueDuration (see Table 4, “CDRMAIN,” on page 61 for explanations of these schema) Talk Time TalkDuration (see Table 4, “CDRMAIN,” on page 61 for explanations of these schema) Others Time AADuration plus HoldDuration plus VMDuration
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 for an outgoing call, as set in AltiAdmin/ ACM Admin or by agent at logon DNIS DNIS number for incoming call Project Project 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 WaitTime minus QueueDuration Queue Duration Duration in seconds that incoming call was in queue
Search Results WG Statistics Search Results Windows Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 20 Field Definition Upper half of window ID Number assigned by AltiWare to this record Date Date of call Time Time interval for these call statistics In Call Ans Count of incoming calls that were answered by an agent; if a single call is routed to several agents, the counter is increased In Talk Time Sum of duration of incoming call time Out Call Ans Count of outgoing calls
Records and Data Schema Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 20 Field Definition Total Connected Outbound Calls Total of Connected Outbound Calls Total Talk Time Total duration of Calls Answered and Outgoing Calls.
Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Time Time interval for these call statistics In Call Ans Count of incoming calls that were answered by an agent; if a single call is routed to several agents, the counter is increased by one In Talk Time Sum of duration of incoming call time Out Call Ans Count of outgoing calls Out Talk Time Sum of duration of outgoing call time Login Time Time agent logged in to WG Logout Ti
Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Total Talk Time Total duration of Calls Answered and Outgoing Calls.
Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 20 Field Definition Calls in Queue Count of calls in queue; if a call is recycled into the queue after RNA, the counter is increased Calls Answered Count of calls that were answered by an agent; if a single call is routed to several agents, the counter is increased by one Calls Answered Duration Sum of duration of Calls Answered, where duration lasts from the time an agent answers the call until the time the cal
Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 20 Field Definition Wait Time for Abandoned Calls Sum of time Calls Abandoned in Queue waited in queue before being abandoned Lower half of window (Totals, Averages, and Percentages) Group Inbound Calls Summary Group Total Inbound Calls Total of all inbound calls, including Answered, Transferred to VM, and all Abandoned calls Total Calls Without Queueing Total of calls not queued Total Calls in Queue
Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 20 Field Definition Leave VM Total of Calls Abandoned leaving voice mail Without VM Total of Calls Abandoned not leaving voice mail Abandoned to Others Total of Calls Abandoned to Others Historical Service Level Total Calls Answered Within SL Total of Calls Answered within the established service level parameters Group Outbound Calls Summary Total Outbound Connected Calls Total of Outbound Connected Calls T
Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 20 Field Definition Average Wait Time for Overflowed Calls Total Wait Time for Overflowed Calls divided by (Total Calls in Queue minus Total Calls Abandoned in Queue) Average Wait Time for Abandoned Calls Total Wait Time for Abandoned Calls divided by Calls Abandoned in Queue Total Wait Time for Answered Calls Total of Wait Time for Answered Calls Total Wait Time for Abandoned Calls Total of Wait Time
Search Results Data Schema This section describes the data schema used in CDR and RTM records Table 1:AGENTACTIVITY Database Element Definition Type Specification NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100 TimeStamp Time of activity. Seconds since GMT 1970/01/01 00:00:00 ULONG LocalTimeS tamp Time of activity.
Records and Data Schema Table 2:AGENTPERWGSUMMARY Definition Type Specification NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100 StartTime Start time of record's period. Seconds since GMT 1970/01/01 00:00:00. ULONG EndTime End time of record's period. Seconds since GMT 1970/01/01 00:00:00. ULONG LocalStartT ime Start time of record's period. CHAR Format: yyyymmddHHM MSS EndStartTi me End time of record's period.
Search Results Database Element Definition Type DurInWGV M Total duration of voicemail message ULONG NumInWG Hold Count of calls holding (One call hold multiple times count just one) ULONG DurInWGH old Total duration of workgroup hold calls ULONG NumOutW GConnecte d All outgoing trunk and station-tostation calls that entered "Connected" state ULONG DurOutWG Talk Duration of outgoing calls (NumOutWGConnected) from the time the call enters "Connected" state until disconnected ULONG NumOutW
Records and Data Schema Database Element Definition Type ReservedFi eldTxt3 Reserved text field for future use CHAR ReservedFi eldTxt4 Reserved text field for future use CHAR Specification Table 3:AGENTSUMMARY Definition Type Specification NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100 StartTime Start time of record's period. Seconds since GMT 1970/01/01 00:00:00. ULONG EndTime End time of record's period.
Search Results Database Element Definition Type NumInDir Hold The number of direct call put on hold (One call on hold multiple times will count just one) ULONG DurInDirH old Total duration of direct hold calls ULONG NumOutDir Connected Number of direct (non-workgroup) outgoing connected calls ULONG DurOutDir Talk Total duration of direct (nonworkgroup) outgoing connected calls ULONG NumOutDir Hold Count of non-workgroup outbound calls on hold (One call on hold multiple times will count just
Records and Data Schema Database Element Definition Type ReservedFi eldNum3 Reserved number field for future use ULONG ReservedFi eldNum4 Reserved number field for future use ULONG ReservedFi elTxt1 Reserved text field for future use CHAR ReservedFi eldTxt2 Reserved text field for future use CHAR ReservedFi eldTxt3 Reserved text field for future use CHAR ReservedFi eldTxt4 Reserved text field for future use CHAR Specification Table 4: CDRMAIN Definition Type Specification NodeID S
Search Results Table 4: CDRMAIN Database Element Definition Type Specification InternalCal l Internal or external call UBYTE 0=External Direction Direction of the call (incoming or outgoing) 1=Internal UBYTE 1=None (logon/ off) 2=Incoming 4=Outgoing (includes silent monitor, barge-in) StartPriorit y Call priority at start time (1-9) ULONG EndPriority Call priority at end time (1-9) ULONG CallerType Type of line for an incoming call UBYTE 0=Unknown 1=Ext analog 2=Ext IP 3=Ext PHS (not u
Records and Data Schema Table 4: CDRMAIN Database Element Definition Type CallerName Caller name for an incoming call (provided by CO for trunk calls; as entered in AltiAdmin/ACM Admin for extension calls) UCHAR (65) CallerTena nt Tenant name for trunk UCHAR TargetType Type of line for an outgoing call UBYTE Specification 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 o
Search Results Table 4: CDRMAIN Database Element Definition Type OutGoing WG Workgroup number for an outgoing call, as set in AltiAdmin/ACM Admin or by agent at logon UCHAR (8) DNIS DNIS number for incoming call UCHAR (33) AccountCo de Account code UCHAR (11) AADuratio n 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 RingDurati on Duration in seconds a call is ringing and in wo
Records and Data Schema Table 4: CDRMAIN 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 “0x000A” - 10
Search Results Table 4: CDRMAIN Database Element Definition Type IVRExitPoi nt Exit Point of IVR/AA UCHAR (63) IVRData Data of IVR/AA UCHAR (255) UserData Agent input UCHAR (255) URLData Last URL UCHAR (255) ReservedFi eldNum1 Reserved number field for future use ULONG ReservedFi eldNum2 Reserved number field for future use ULONG ReservedFi eldNum3 Reserved number field for future use ULONG ReservedFi eldNum4 Reserved number field for future use ULONG ReservedFi elTxt1 Reserved
Records and Data Schema Definition Type Specification LocalStartT ime Start time of record's period. CHAR Format: yyyymmddHH MMSS EndStartTi me End time of record's period.
Search Results Database Element Definition Type IntvMaxNu mAgentUnS taff Maximum Agents Un-Staffed in record's period ULONG IntvMaxNu mAgentLog out Maximum Agents Logged Out in record's period ULONG IntvMaxNu mAgentErr or Maximum Agents Error in record's period ULONG IntvMaxNu mAgentBus y Maximum Agents Busy in record's period ULONG IntvMaxNu mAgentNot Ready Maximum Agents Not Ready in record's period ULONG IntvMaxNu mAgentWra pUp Maximum Agents Wrap-up in record's period ULONG IntvMax
Records and Data Schema Database Element Definition Type ReservedFie ldNum1 Reserved number field for future use ULONG ReservedFie ldNum2 Reserved number field for future use ULONG ReservedFie ldNum3 Reserved number field for future use ULONG ReservedFie ldNum4 Reserved number field for future use ULONG ReservedFie lTxt1 Reserved text field for future use CHAR ReservedFie ldTxt2 Reserved text field for future use CHAR ReservedFie ldTxt3 Reserved text field for future use CHAR Reserv
Search Results Database Element Definition Type NumInCallIn Q Total calls in queue during interval ULONG DurInCallQ Total queue time during time interval for all WG inbound calls ULONG NumInAnsw ered Total WG inbound calls answered by agents during interval. If a call is forwarded to and answered by multiple agents, the count is increased (Call transferred to other agent is not a WG call anymore and does not increase the number.
Records and Data Schema Definition Type Specification NumInAbnV mNoMsg Number of calls abandoned without leaving VM ULONG NumInAbnT oApp Number of calls abandoned to add-on applications ULONG NumInAbnT oOthers Number of calls abandoned to other option like Ext/WG/External/AA/ IVR ULONG NumInOverf low WG calls overflowed to other target ULONG DurInOverfl owQ Total Queue time for overflowed calls ULONG DurInOverfl owRing Total ring time for all overflowed calls ULONG NumInAnsW ithinSLT
Search Results Database Element Definition Type Specification DurOutHold Duration of outbound WG calls were hold by agent ULONG Reserved NumOutRec ord Number of outbound WG calls were recorded ULONG Reserved NDurOutRec ord Duration of outbound WG calls were recorded ULONG Reserved NumOutXfer Count of transferred outgoing call ULONG NumOutWra pUp Count of outgoing Wrap-up ULONG DurOutWra pUp Total outgoing Wrap-up time ULONG ReservedFiel dNum1 Reserved number field for future use
Records and Data Schema Table 7:EXTINFORMATION Database Element Definition Type Specification NodeID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin ULONG value: 1–100 ExtNum Extension number CHAR FirstName First name of the extension CHAR LastName Last name of the extension CHAR StartTime Timestamp when wrap up starts ULONG EndTime Timestamp when wrap up stops ULONG LocalStartT ime Start time of record's period.
RTM Data Schema RTM Data Schema Table 9: 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 PeakQLengt h Maximum queue length since mid
Records and Data Schema Table 9: 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 InCallDurati on 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 NumOutCall All outgoing trunk and station-to
RTM Data Schema Table 9: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field 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 BeforeAnsw erDuration Time calls waited in queue before being answered ULONG * Wait Time for Answered Calls DurationInQ OfCallAban done Total wait time of all calls abandoned in queue (NumCallAbandonedInQ) ULONG * Wait
Records and Data Schema Table 9: 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 InCallDurati on 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 NumOutCall All outgoing trunk and station-tostation calls that entered “C
RTM Data Schema Table 9: RTM Data Format Database Element Definition Type Specification/ * CDR Client Field extInCallDu ration Total duration of personal (nonworkgroup) incoming calls ULONG * Calls Answered Duration extNumOut Call Number of personal (nonworkgroup) outgoing calls short * Outgoing Calls extOutCallD uration Total duration of personal (nonworkgroup) outgoing calls ULONG * Outgoing Calls Duration extNumCallt oVM Count of non-workgroup voicemail messages short * Voice Mail ex
Records and Data Schema Table 9: RTM Data Format Database Element Definition Type AGNum Agent extension number UCHAR (8) WGNum Workgroup number UCHAR (8) Login Log state UBYTE Specification/ * CDR Client Field 0=Logout 1=Login Login/logout time stamp ULONG ReasonCode Logout reason code UBYTE NumInCall Calls answered; if a call is rerouted to and answered by the same agent, the count is incremented short * Calls Answered InCallDurati on Duration of incoming calls (NumInCall), startin
Reporting Fields Glossary Table 9: RTM Data Format Database Element Definition Type NumHold Count of calls holding short HoldDuratio n Total duration of workgroup hold calls ULONG LoginDurati on The total time agent was logged in since midnight ULONG LogoutDurat ion The total time agent was logged out since midnight ULONG LocalDate Date String Specification/ * CDR Client Field yyyymmdd Reporting Fields Glossary CDR Timestamps and Dates The CDR data schema is provided with basic definiti
Records and Data Schema • Start time for outgoing trunks is immediately when AltiWare attempts to seize an outgoing trunk; hence even for outgoing calls that hit an all trunks busy signal.
Reporting Fields Glossary 82 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 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 (i.e., 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).
• • • • • 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. Each name-value pair is separated from others by an @ character. User data can be loaded into messages sent to the system via AltiGen’s ActiveX control, AltiX.
Index Index M A N address AltiGen Communications, Inc. 2 AGENTACTIVITY 56 AgentActivity 73 AGENTPERWGSUMMARY 57 AGENTSUMMARY 59 AltiGen Communications phone numbers 2 AltiGen Communications, Inc.
