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Call Detail ReportingManualMAX Communication ServerRelease 7.0November 2013

Real-Time Monitoring and the CDR Client6 CDR Manual.You can set up call reporting if MAXCS and MaxAdmin are installed on the same server. In MAXCS, c

CDR OverviewCDR Manual 7CDR OverviewTo set up and use call reports, in MaxAdministrator select System > System Configuration, then click the Call

Real-Time Monitoring and the CDR Client8 CDR Manual.Add a Name and IP Address for the Internal Log Service, then click OK.In the Internal Database Co

CDR OverviewCDR Manual 9CDR OverviewTo set up and enable RTM data collection to the local drive, click the Add button. .Add a Name and IP Address for

Configuration Areas Affecting CDR Information10 CDR ManualMigration. If you are upgrading from OE 4.5 or earlier, you will not be provided with any c

CDR OverviewCDR Manual 11CDR OverviewRing No Answer Configurations and VMAgents sign on to workgroups and answer calls. On occasion, an agent might b

Configuration Areas Affecting CDR Information12 CDR Manual

CDR Manual 13Using CDR SearchCHAPTER 3 Using CDR SearchCDR client offers three ways to search call records.• CDR Search lets you define a search by t

Logging In14 CDR ManualLogging in - Administrator Login1. From the Windows Start menu, select Programs > CDR Search > CDR Search 7.0. 2. Enter

Using CDR SearchCDR Manual 15Using CDR SearchNote: This option is available only when the external logger service is installed on the SQL Server, and

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently,

Logging In16 CDR ManualNote: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which

Using CDR SearchCDR Manual 17Using CDR SearchThis will allow access to the workgroup CDR and workgroup statistics.If you enter an invalid password, t

Running a Search18 CDR ManualRunning a SearchThe CDR Search main window has three tabs: CDR, Group CDR, and WG Statistics. CDR SearchCDR Search lets

Using CDR SearchCDR Manual 19Using CDR Search• All Calls—calls involving: Auto Attendant/IVR, Ring No Answer, Queue, Voice Mail (no VM recorded or VM

Running a Search20 CDR ManualNote: For CDR records, Unanswered calls refer to calls abandoned while in these states: AA, forward, RNA, queue, voicema

Using CDR SearchCDR Manual 21Using CDR Search• Exact—retrieves records that exactly match the field value entered• Like—retrieves records that begin

Running a Search22 CDR ManualGroup CDR SearchGroup CDR search lets you specify a search by group. To perform this search, you can log in as the admin

Using CDR SearchCDR Manual 23Using CDR Search• Connected Calls—incoming calls answered by agent and outgoing calls made by agent (when an Outgoing Wo

Running a Search24 CDR Manual(For example, when you search for Connected Calls, the time range as “Today,” and sorting by N/A, CDR will retrieve the

Using CDR SearchCDR Manual 25Using CDR Search1. Select the time range for the search:• User Define—the From/To fields default to a range that include

CDR Manual iContentsCHAPTER 1Installing CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . 1System Requirements . . . . . . . . . .

Search Results26 CDR Manual• Print—prints the selected calls. Refer to “Printing Records” for details.All Statistics windows (WG, Agent Statistics P

Using CDR SearchCDR Manual 27Using CDR SearchCall Details1. To see details on a call, select a record in the Summary window and click Detail.The Deta

Search Results28 CDR ManualSession ID Call DetailsWhen searching by Session ID, the following window shows search results.

Using CDR SearchCDR Manual 29Using CDR SearchFor detailed information on this call record, select the record and click the Detail button.Right-clicki

Search Results30 CDR ManualThere are different windows for the three types of WG Statistics searches you can perform.Figure 1. The Workgroup Statist

Using CDR SearchCDR Manual 31Using CDR SearchFigure 2. The Agent Statistics per Workgroup window

Exporting Records32 CDR ManualFigure 3. Agent Statistics windowExporting RecordsYou can export records in csv format from the Statistics, Summary, D

Using CDR SearchCDR Manual 33Using CDR SearchPrinting RecordsYou can print records from the Statistics, Summary, Detail, and Record windows.To export

Printing Records34 CDR Manual

CDR Manual 35Data StorageCHAPTER 4 Data StorageMAXCS can store data using either an Internal Logger Service (ILS) or up to two External Logger Servic

ii CDR ManualStatistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Exporting Records . . . . . . . . . . . .

Differences between ILS and ELS36 CDR Manual• Status monitoring of connection between MAXCS and Logger Service—User Database ID and Client ID can be

Data StorageCDR Manual 37Data StorageIn order to implement remote manager ability, a Log Service configuration window can be accessed in MaxAdmin.Use

External Logger Server Configuration Tool38 CDR ManualConfiguration GUI for External Logger ServerFor ELS, only Database ID, Password, ODBC Source Na

Data StorageCDR Manual 39Data StorageWhen the ODBC information is correct, the tool will check all tables required and will try to find all differenc

External Logger Server Configuration Tool40 CDR Manual• One MAXCS can only output data to, at most, one Internal Logger Server and two External Logge

CDR Manual 41Sample CDR SearchesCHAPTER 4 CDR / Workgroup CDR Search: Typical SearchesThis section contains examples of how to run various CDR and Wo

Example CDR Searches42 CDR ManualExample CDR SearchesTo run a search on: Use these fields and settings:All outgoing trunk calls, system-wideSet Type

CDR / Workgroup CDR Search: Typical SearchesCDR Manual 43Sample CDR SearchesExample Workgroup CDR SearchesAll internal calls to/from a particular ext

Example Call Sequences and their Effect on CDR Records44 CDR ManualExample Call Sequences and their Effect on CDR RecordsOne objective of the CDR rec

CDR / Workgroup CDR Search: Typical SearchesCDR Manual 45Sample CDR SearchesFigure 2. CDR record sessions for Example 2Example 3—External party call

CDR Manual 1InstallationCHAPTER 1 Installing CDR Search CDR Search is a client application that lets you search a Call Detail Reporting database. You

Example Call Sequences and their Effect on CDR Records46 CDR Manual

CDR Manual 47Records andData SchemaCHAPTER 5 Records and Data SchemaThis section contains explanations of the CDR search results records, including t

Search Results48 CDR ManualCDR Search / Group CDR Search Results: Detail WindowField DefinitionID Number assigned by CDR Search to this recordSession

Records and Data SchemaCDR Manual 49Records andData SchemaField DefinitionNode IDServer ID (System ID) assigned to a MAXCS system in MaxAdminSession

Search Results50 CDR ManualWG Statistics Search Results: Agent Statistics WindowThis is shown in the “Statistics (WG Statistics)” section.VM Record D

Records and Data SchemaCDR Manual 51Records andData SchemaOut Talk TimeSum of talk duration of connected outbound workgroup calls. Talk duration last

Search Results52 CDR ManualIn Talk TimeSum of talk duration of incoming answered workgroup calls. Talk duration lasts from the time an agent answers

Records and Data SchemaCDR Manual 53Records andData SchemaWorkgroup Statistics WindowField DefinitionUpper half of windowID Number assigned by CDR Se

Search Results54 CDR ManualWait Time for Answered CallsSum of wait time (queue duration + ring duration) for Calls AnsweredWait Time for Abandoned Ca

Records and Data SchemaCDR Manual 55Records andData SchemaData Schema This section describes the data schema used in CDR and RTM records.Table 1: AGE

Pre-Installation Checklist2 CDR ManualImportant: Refer to “Limitations” for a list of limitations for CDR Search.Pre-Installation ChecklistBefore ins

Data Schema56 CDR ManualTime_StampGMT time when activity occurs. Seconds since 1970/01/01 00:00:00.LONGGMTOffsetOffset to GMT time, includes daytime

Records and Data SchemaCDR Manual 57Records andData SchemaTable 2: AGENTPERWGSUMMARY1Agent per Workgroup Statistics during the time interval specifie

Data Schema58 CDR ManualTable 3: AGENTPERWGSUMMARY2GMTOffsetOffset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time 25200LO

Records and Data SchemaCDR Manual 59Records andData SchemaDurInWGTalkTalk duration of incoming calls (NumInWGAnswered), starting from the time the ag

Data Schema60 CDR ManualTable 4: AGENTPERWGSUMMARY3Database ElementDefinition Type SpecificationVersion Version of the record LONG 2 = OE/ACM 5.0ANod

Records and Data SchemaCDR Manual 61Records andData SchemaTable 6: AGENTSUMMARY2DayofWeek Day of the week LONG0 = Sunday 1 = Monday2 = Tuesday3 = Wed

Data Schema62 CDR ManualTable 7: AGENTSUMMARY3NumOutDirConnectedNumber of direct outgoing connected callsLONGDurOutDirTalkTotal talk duration of dire

Records and Data SchemaCDR Manual 63Records andData SchemaTable 8: AGENTSUMMARY4Database Element Definition Type SpecificationThe following values ar

Data Schema64 CDR ManualStartTimeGMT start time of record's period. Seconds since 1970/01/01 00:00:00.LONGEndTimeGMT end time of record's p

Records and Data SchemaCDR Manual 65Records andData SchemaStartPriorityCall priority at Start Time (1-9)LONGEndPriorityCall priority at End Time (1-9

Installing CDR SearchCDR Manual 3Installation3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll.Note: The

Data Schema66 CDR ManualTargetType Called target line type LONG0 = Unknown line type1 = Ext analog2 = Ext IP3 = Reserved4 = Ext virtual5 = Workgroup6

Records and Data SchemaCDR Manual 67Records andData SchemaAADurationDuration in seconds an incoming call is connected to the Auto Attendant/IVR; mult

Data Schema68 CDR ManualExitState specifications (see database element ExitState):1 – Auto Attendant: call exits in the AA / IVR.2 –– Forward: call

Records and Data SchemaCDR Manual 69Records andData Schema4 – Ring No Answer: call rang target but no agent answered.5 – Busy: call tried to ring a

Data Schema70 CDR Manual22 – No session: A tries to log on to MaxCommunicator/MaxAgent/AltiConsole/third party application, but there are no more li

Records and Data SchemaCDR Manual 71Records andData SchemaGMTOffsetOffset to GMT time, includes daylight savings, in seconds; ex: Pacific Summer time

Data Schema72 CDR ManualCurQLengthNumber of calls in Queue (Snapshot at EndTime)LONGCurNumCallOverSLTNumber of calls exceed SLT (Snapshot at EndTime)

Records and Data SchemaCDR Manual 73Records andData SchemaTable 11: WGSUMMARYDatabase Element Definition Type SpecificationVersion Version of the rec

Data Schema74 CDR ManualNumInAnsweredTotal WG inbound calls answered by agents during interval. If a login agent uses pick call from queue feature in

Records and Data SchemaCDR Manual 75Records andData SchemaNumInAbnVmMsgNumber of calls abandoned to VM leaving voice message (transferred to VM from

Downgrade Procedure4 CDR Manual

Data Schema76 CDR ManualDurInAbnQRingDurInAbnInQ_RingTime+DurInAbnDuringRing_RingTime+DurInAbnVmMsg_RingTime+DurInAbnVmNoMsg_RingTime+DurInAbnToApp_R

Records and Data SchemaCDR Manual 77Records andData SchemaNumOutHoldNumber of outbound WG calls that were put on hold by agent (One call on hold mult

Data Schema78 CDR ManualTable 12: EXTINFORMATIONNumInAbnVmNoMsgWithinSLTNumber of calls abandoned without leaving VM and with wait time less than or

Records and Data SchemaCDR Manual 79Records andData SchemaTable 13: WGMEMBERStartTimeGMT timestamp when extension is created; seconds since 01/01/197

Data Schema80 CDR ManualEndTimeGMTOffsetOffset to GMT time when the extension is removed, includes daylight savings, in seconds; ex: Pacific Summer t

CDR Manual 81GlossaryGlossaryAAbandonment - Incoming call where the caller decides to disconnect before completing a call processing state in the pho

82 CDR ManualCalls in Queue - The number of calls waiting in a queue for an agent or answering device.Carrier - Voice telephone network provider such

CDR Manual 83GlossaryIIn WG Average Duration - The amount of time, on average, calls spent waiting for a free agent while in a queue.Inbound - Calls

84 CDR ManualOOutbound - Calls placed by users of the phone system to the outside world over public or private trunk circuits within the MAXCS system

CDR Manual 85GlossaryOne supported area is tracking who placed an outbound call by business name or dialing plan. This name is called the project nam

CDR Manual 5CDR OverviewCHAPTER 2 CDR OverviewAltiGen’s Call Detail Recording (CDR) solutions include data creating, recording, collecting, and repor

86 CDR ManualSScore - This may or may not be found in the reports created within Call Analyst depending on applications created by the customer, not

CDR Manual 87GlossaryTalk Duration - The amount of time, totaled or averaged, that an extension services an incoming or outgoing call. Average talk d

88 CDR Manual• 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

CDR Manual 89GlossaryThe wrapup time can be a fixed number of minutes after which the agent is forced back into taking calls, or it can be variable,

90 CDR Manual

IndexCDR Manual 91IndexAAGENTACTIVITY 55AgentActivity 79AGENTPERWGSUMMARY1 57, 58, 60, 62AGENTSUMMARY 60, 62Ccalldetail 5sequences 44call repo