Specifications

Call Detail Record Reports
ShoreTel 7.5 Administration Guide C – 53
steps. This provides more detailed information about how the call was disposed of
by the workgroup server.
• QueueDepth Table: An entry is made in the QueueDepth table each time the
depth of a workgroup server's call queue changes.
In addition to the tables listed above, the database contains a number of enumeration
tables, which are documented below when discussing the tables that reference these
enumeration/lookup tables.
NOTE Logged data is reflective of the time of the logging. For example, certain records
contain the name of a trunk group from the configuration database. The name of
the trunk group may be changed in the configuration database. New log entries
reflect the changed name, but existing logs continue to have the old name.
Call Table
The CDR database reflects all calls within the system with a few exceptions which are
listed below. These exceptions reflect the ShoreWare Telephony Management Server
(TMS) that allows calls to continue even when portions of the system or network are
not available. As the TAPI service provider for the ShoreWare Server, TMS manages the
call control communications between all other ShoreWare services.
The exceptions are:
• If TMS is not connected to any of the call endpoints, the call is not recorded in the
Call table. Because of network outages, TMS may not be connected to call
endpoints, yet the call endpoints may have the connectivity necessary to complete
the call (for example, the switches are able to communicate with each other but
not to TMS).
• If TMS is not connected to some of the call endpoints (for example, a switch
involved in the call), the information about the call can be incomplete (for
example, the information in the Connect table as explained in the next section
would only reflect some of the parties involved in the call).
• If TMS is restarted, any call entries that were incomplete, along with their
associated Connect entries are destroyed. Incomplete calls do not show “Yes” in
the locked field.
• Also at TMS restart time, TMS logs any calls in progress.
The following flow chart illustrates how new entries are added to the Call table
whenever there is a call in the ShoreTel system. Note that an entry is added to the Call
table when the call begins (or when TMS starts up, for any calls in progress) and is
updated when the call ends.