Call Detail Reporting Manual MAX Communication Server Release 7.
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 CHAPTER 1 Installing CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 To install CDR Search on a Client Machine . . . . . . . . . . . . . . . . . . . . 2 Uninstalling CDR Search . . . . . . . . . . . . .
Statistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Exporting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 CHAPTER 4 Data Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Common Features of ILS and ELS . . . . . . . . . . . . . . . . . . . . . . . . . Differences between ILS and ELS . . . . . . . . . .
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 7.0 Update 1 works only with MAX Communication Server (MAXCS) ACC/ACM 7.0 Update 1. Important: MAXCS client programs earlier than MAXCS 7.0 Update 1 cannot be installed in the same computer running 7.0 Update 1 client programs.
Hardware Requirements Hardware Requirements • External database server should be at least Pentium 4, 1 GHz with 512M RAM. The following external CDR databases are supported: • Microsoft SQL Server 2008 • Microsoft SQL Server 2008 Express • Microsoft SQL Server 2005 • Microsoft SQL Server 2000 Important: Refer to “Limitations” for a list of limitations for CDR Search. Pre-Installation Checklist Before installing CDR Search, make sure the following is done: • MAXCS 7.
Installing CDR Search Uninstalling CDR Search From the Windows Start menu, go to Control Panel > Add/Remove Programs. Select CDR Search 7.0 Update 1, and click the Remove button. 2. Click Yes when asked if you want to uninstall the program. Downgrade Procedure 1. Go to Control Panel > Add/Remove Programs and remove the CDR Search 7.0 Update 1 program and ALL OTHER 7.0 Update 1 client applications (including MaxCommunicator, MaxAgent, MaxSupervisor, MaxOutlook, and AltiConsole). 2. Reboot your system.
Downgrade Procedure 4 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 MaxSupervisor 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 MAXCS and MaxAdmin are installed on the same server. In MAXCS, call reporting distinguishes between call detail data, which records every call made to, out of, and within the MAXCS system, and RTM data, which is workgroup-related statistical data captured from the real-time monitoring function used in the MaxSupervisor client application.
CDR Overview To set up and use call reports, in MaxAdministrator 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.
CDR Overview To set up and enable RTM data collection to the local drive, click the Add button. 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. The auto attendant/IVR offers the caller specific routing choices, and/or collects information to intelligently route a call.
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 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, MaxAdmin allows the administrator to define what MAXCS should do if it encounters a Ring No Answer condition on a phone. Login and Logout The CDR records database also supports a special record type. This record type records when agents login and logout from a workgroup.
Configuration Areas Affecting CDR Information 12 CDR Manual
CHAPTER 3 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 MaxSupervisor client.
Logging In Logging in - Administrator Login 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 7.0 Update 1. 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 7.0 Update 1. 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 MaxAdmin). 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 reopens. 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 list 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. 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 Table 9, “CDRMAIN" 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. 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 • 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). 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.
Running a Search (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. Click Search. During the search, a progress window appears. 7.
Using CDR Search 1. Select the time range for the search: • 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. Note: This selection is overridden by the interval setting in MaxAdmin. If your search results produce greater intervals than you specified, consult your system administrator. 3.
Search Results • Print—prints the selected calls. Refer to “Printing Records” for details. All Statistics windows (WG, Agent Statistics Per WG, Agent) also have a Stop button. For explanations of records and database schema, see “Records and Data Schema” . Summary (CDR Search and Group CDR Search) For CDR Search and Group CDR Search, the Summary window displays the results. • The Detail button opens the Detail window for a selected call. Refer to “Call Details” for details.
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 27 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 shows 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. Statistics (WG Statistics) For Workgroup Statistics searches, the Statistics windows display the results of your search. CDR Manual 29 Using CDR Search For detailed information on this call record, select the record and click the Detail button.
Search Results 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.
Exporting Records Figure 3. 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.
Using CDR Search You can print records from the Statistics, Summary, Detail, and Record windows. To export records from the Statistics window: 1. Click Print. 2. Click OK to open the Windows Print dialog box. 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.
Printing Records 34 CDR Manual
CHAPTER 4 Data Storage MAXCS 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 MAXCS 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 MaxAdmin 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 MaxAdmin. 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 39 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 MAXCS can only output data to, at most, one Internal Logger Server and two External Logger Servers. • Internal Logger Server only serves MAXCS 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 / 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 Example CDR Searches To run a search on: Use these fields and settings: Set Type to Connected Calls All outgoing trunk calls, systemwide Set Caller to All Set Callee to Trunk Set Type to Connected Calls All incoming trunk calls, systemwide Set Caller to Trunk Set Callee to Extension, enter particular extension, select Exact Set Type to Connected Calls All outgoing trunk calls for a particular extension Set Caller to Extension, enter particular extension, select Exact Set Callee
CDR / Workgroup CDR Search: Typical Searches To run a search on: Use these fields and settings: Set Type to Connected Calls All internal calls to/from a particular extension Set Caller to Extension, enter particular extension, select Exact Set Callee to Extension, enter particular extension, select Exact Set Type to All Trunks Busy All trunks busy Set Caller to All Set Callee to All Example Workgroup CDR Searches To run a search on: Use these fields and settings: Set Type to Connected Calls All inc
Example Call Sequences and their Effect on CDR Records To run a search on: Use these fields and settings: Set Type to All Trunks Busy All trunks busy for workgroup trunks (for outbound calls) Enter Workgroup Number, select Outbound Set Sort By to N/A Set Type to Unanswered All Unanswered Calls by Agent Enter Workgroup Number, select Both Set Sort By to Agent 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 i
CDR / Workgroup CDR Search: Typical Searches 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.
Example Call Sequences and their Effect on CDR Records 46 CDR Manual
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 CDR Search / Group CDR Search Results: Detail Window Field Definition ID Number assigned by CDR Search to this record Session ID Unique number assigned by MAXCS 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 Field Definition Node ID Server ID (System ID) assigned to a MAXCS system in MaxAdmin Session ID Session ID: a unique number, usually 9 digits or larger, assigned by MAXCS to a call Internal Call Internal or external call Direction Direction of the call (incoming or outgoing) Start Time Outgoing call: Date / time when caller receives ringback, busy, or connect signal Incoming call: Date / time when system responds to the call.
Search Results Field Definition VM Record Duration Duration of recording time for a VM message that was completed; in MaxCommunicator, this corresponds to Length field of a voicemail.
Records and Data Schema Field Definition 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.
Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” 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 Workgroup Statistics Window Field Definition Upper half of window Number assigned by CDR Search to this record Date Date of the time interval Time Time interval for these call statistics Incoming Calls Incoming workgroup calls Calls in Queue Count of calls in workgroup queue while all agents are not available; when agent RNA and “No Answer Call Handling” is set to Forward to Next Group Member, this call is re-queued but will not be counted twice.
Search Results Field Definition Wait Time for Answered Calls Sum of wait time (queue duration + ring duration) for Calls Answered Wait Time for Abandoned Calls Sum of wait time (queue duration + ring duration) of all abandoned calls Lower half of window (Totals, Averages, and Percentages) 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.
Records and Data Schema Field Definition Total Inbound Talk Time Total of Calls Answered Duration Average Inbound Talk Time Total Inbound Talk Time divided by Total Calls Answered Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by Total Calls Answered Average Wait Time for Overflowed Calls Total Wait Time (Queue Duration + Ring Duration) for Overflowed Calls divided by Total Calls Overflowed Average Wait Time for Abandoned Calls Total Wait Time (Queue Duration + R
Data Schema Database Element Definition Type Time_Stamp GMT time when activity occurs. Seconds since 1970/01/01 00:00:00.
Records and Data Schema Database Element Definition Type Specification 96 = Network issues caused the system to log out an IP phone agent from the workgroup. Reason Reason for Activity. (For logout, it is logout reason code) LONG 97 = Agent’s physical or IP extension is changed to virtual extension. System logs out the extension from workgroup. 98 = Supervisor logs out the agent. 99 = Agent ring no answer.
Data Schema Database Element GMTOffset LocalDay Definition Type Offset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time 25200 LONG 8 digit number representing date ex: 20040608 = 06/08/2004 LONG Specification Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday DayOfWeek Day of the week LONG 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday AgentNum Agent Extension Number LONG WGNum Workgroup Number LONG uid Unique ID to link to AGENTPERWGSUMMARY2 and AGENTPERW
Records and Data Schema Definition Type DurInWGTalk Talk duration of incoming calls (NumInWGAnswered), starting from the time the agent answers a call until the call is disconnected, transferred, or parked LONG NumInWGWrapUp Number of Wrap-ups for incoming calls LONG DurInWGWrapUp Wrap-up duration for incoming calls LONG NumInWGVM Count of WG calls to agent's VM with message LONG DurInWGVM Total duration of voicemail message LONG NumInWGHold Number of incoming calls hold by agent (One cal
Data Schema Table 4: AGENTPERWGSUMMARY3 Database Element Definition Type Specification Version Version of the record LONG 2 = OE/ACM 5.0A NodeID Server ID (System ID) assigned to a MAXCS system in MaxAdmin LONG value: 1–100 uid Unique ID to link to AGENTPERWGSUMMARY1 LONG DurLogin The total time agent was logged in. LONG Table 5: AGENTSUMMARY1 Database Element Definition Type Specification Version Version of the record LONG 2 = OE/ACM 5.
Records and Data Schema Database Element Definition Type Specification 0 = Sunday 1 = Monday 2 = Tuesday DayofWeek Day of the week LONG 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday AgentNum Agent Extension Number LONG Table 6: AGENTSUMMARY2 Database Element Definition Type Specification The following values are significant only when an agent logs into at least one workgroup. If an agent doesn’t log into any workgroup, all values should be zero.
Data Schema Database Element Definition Type NumOutDirConnected Number of direct outgoing connected calls LONG DurOutDirTalk Total talk duration of direct (non-workgroup) outgoing connected calls LONG NumOutDirHold Count of direct outbound calls on hold (One call on hold multiple times will count once only) LONG DurOutDirHold Total hold duration of direct outbound calls LONG NumAgentBusy Number of times agent is busy LONG DurAgentBusy The duration of time when agent is busy LONG NumInW
Records and Data Schema Database Element Definition Type NumAgentAvailable Number of times agent is available LONG DurAgentAvailable The duration while agent is in available state LONG Specification Table 8: AGENTSUMMARY4 Database Element Definition Type Specification The following values are significant only when an agent logs into at least one workgroup. If an agent doesn’t log into any workgroup, all values should be zero. Version of the record LONG 2 = OE/ACM 5.
Data Schema Database Element Definition Type StartTime GMT start time of record's period. LONG Seconds since 1970/01/ 01 00:00:00. EndTime GMT end time of record's period. LONG Seconds since 1970/01/ 01 00:00:00.
Records and Data Schema Database Element Definition Type StartPriority Call priority at Start Time (1-9) LONG EndPriority Call priority at End Time (1-9) LONG Specification 0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup CallerType Type of line for an incoming call LONG 6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk Line’s physical address for an incoming call CHAR (5) CallerNum Calle
Data Schema Database Element Definition Type Specification 0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup TargetType Called target line type LONG 6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk TargetPad Physical address of line for a called target UCHAR (5) TargetNum Number for a called target CHAR (41) TargetName Name for a called target CHAR (65) TargetTenant Tenant name for calle
Records and Data Schema Database Element Definition Type 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.
Data Schema Database Element Definition Type Specification 1=Abandon to AA 2=Abandon to Operator 3=Abandon to Extension AbnTargetType Type of abandon forward target LONG 4=Abandon to Outside Number 5 =Abandon to VM 6 = Abandon to Application 7 = Abandon to Others 8 = Call Disconnected AdvQAppType Type of Advanced Queue Management Application LONG MMCallType Multi-Media call type LONG PriorityQueueDur ation The duration in seconds of a call hold current priority in queue LONG IVRExitPoint I
Records and Data Schema 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. 9 – Conference: caller is conferenced with others, then disconnected.
Data Schema 22 – No session: A tries to log on to MaxCommunicator/MaxAgent/ 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 MaxSupervisor and initiates a silent monitor or barge in. 27 – Overhead Paging: Call presses #44 / #45 / #46 to page. 28 – Reminder Call: Call was preset as a reminder call.
Records and Data Schema 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 ex: 20040608 = 06/08/ 2004 LONG Specification Format: yyyymmdd 0 = Sunday 1 = Monday 2 = Tuesday DayOfWeek Day of the week LONG 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday Workgroup Number LONG CurNumAgentCfg Total Agent configured to the WG LONG CurNumAgentUnStaff Total Agents U
Data Schema Database Element Definition Type CurQLength Number of calls in Queue (Snapshot at EndTime) LONG CurNumCallOverSLT Number of calls exceed SLT (Snapshot at EndTime) LONG CurServiceLevel Real-time Service Level % for WG Queue (Snapshot at EndTime) LONG IntvMaxNumAgentUnSta ff Maximum Agents UnStaffed in record's period LONG IntvMaxNumAgentLogou t Maximum Agents Logged Out in record's period LONG IntvMaxNumAgentError Maximum Agents Error in record's period LONG IntvMaxNumAgentB
Records and Data Schema Table 11: WGSUMMARY Database Element Definition Type Specification Version Version of the record LON G 2 = OE/ACM 5.0A NodeID Server ID (System ID) assigned to a MAXCS system in MaxAdmin LON G value: 1–100 StartTime GMT start time of record’s period. Seconds since 1970/01/01 00:00:00 LON G EndTime GMT end time of record’s period.
Data Schema Database Element Definition Type NumInAnswered Total WG inbound calls answered by agents during interval. If a login agent uses pick call from queue feature in MaxAgent, this counter is incremented. If the call is transferred or parked, this call is considered out of workgroup.
Records and Data Schema Definition Type NumInAbnVmMsg 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) LON G DurInAbnVmMsg Total Queue time for calls abandoned to VM leaving voice message LON G DurInAbnVmMsg_Ring Time Total Ring time for calls abandoned to VM leaving voice message LON G NumInAbnVmNoMsg Number of calls abandoned to VM without leaving VM (redirected to VM from queue by caller pre
Data Schema Database Element Definition Type DurInAbnQRing DurInAbnInQ_RingTime+D urInAbnDuringRing_RingTi me+DurInAbnVmMsg_Ring Time+DurInAbnVmNoMsg_ RingTime+DurInAbnToApp _RingTime+DurInAbnToOt hers_RingTime LON G DurInAbnQ DurInAbnInQ+DurInAbnDur ingRing+DurInAbnVmMsg+ DurInAbnVmNoMsg+DurIn AbnToApp+DurInAbnToOt hers LON G NumInOverflow WG calls overflowed or redirected to other target LON G DurInOverflowQ Total Queue time for overflowed or redirected calls LON G DurInOverflowRing Total
Records and Data Schema 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) LON G DurOutHold Duration of outbound WG calls put on hold by agent LON G NumOutRecord Number of outbound WG calls that were recorded LON G DurOutRecord Duration of outbound WG calls that were recorded LON G NumOutXfer Count of outbound WG calls that were transferred by agent LON G NumOutWrapUp Count of agent outbound WG c
Data Schema Database Element Definition Type NumInAbnVmNoMsg WithinSLT Number of calls abandoned without leaving VM and with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) LON G NumInAbnToAppWithi nSLT Number of calls abandoned to add-on applications with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) LON G NumInAbnToOthersWi thinSLT Number of all other abandoned calls (for exam
Records and Data Schema Database Element Definition Type Specification StartTime GMT timestamp when extension is created; seconds since 01/01/ 1970 00:00:00. 0 means the extension has been created for the first time. Non-zero means actual start time.
Data Schema Database Element Definition Type Specification EndTimeGM TOffset 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 80 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 MAXCS 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 MaxAdmin 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 MAXCS'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).
• 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.
The wrapup time can be a fixed number of minutes after which the agent is forced back into taking calls, or it can be variable, controlled by MaxAgent, where the agent “releases” their phone for the next call. The settings can be designed to allow agents to control the wrapup time until a limit occurs (the fixed time).
90 CDR Manual
Index Index N A R AGENTACTIVITY 55 AgentActivity 79 AGENTPERWGSUMMARY1 57, 58, 60, 62 AGENTSUMMARY 60, 62 ring no answer 11 route name 10 node ID 55, 57, 58, 60, 61, 62, 63, 78, 79 C call detail 5 sequences 44 call reports, external S session ID 18 session ID number 64 SMDR 10 SQL 8 Stop button 26 system requirements 1 8 T D downgrade procedure trunk type 2 66 E W external logging 8 EXTINFORMATION 78 WGRTSUMMARY 70 WGSUMMARY 73 wrapup 10 G glossary 10, 81 I inbound call scenarios 44 ins
