Call Center Events And Cdr; Past And Present Cdr - Altigen Call Detail Reporting Manual

Call Center Events and CDR

oldest day's data is replaced by the current day's data each day at
midnight.
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 auto-
attendant answer. The auto-attendant offers the caller specific routing
choices, and/or collects information to intelligently route a call. Queuing,
if it happens, starts with the call leaving the auto attendant, includes ring
time of the agent phone, and ends when an agent answers the phone.
Disconnects (call abandons) can happen at any time during the process. All
of this activity is summarized under talk time and wrap-up time. It is
searchable via the "CDR" and "WG CDR" tabs of the CDR Search client.

Past and Present CDR

Database Schema.
The CDR data schema has been redesigned and
streamlined. If you have a reporting package using past versions of
AltiGen's CDR or SMDR, the reporting package vendor will have to
rewrite the reporting program to work with the new schema.
Rate Tables.
AltiWare 4.0 and higher does not support rate tables,
unlike previous releases. This function must now be obtained by external
applications found in reporting tools. The CDR database has sufficient
information to support rate and charge evaluation by external applications.
Migration.
If you are upgrading from OE 3.5, you will not be provided
with any conversion tool for CDR records stored under OE 3.5 or prior
releases.
If you are upgrading from OE 4.0, you can convert ILS data using a
conversion tool called AltiDBReader. Instructions on using and installing
AltiDBReader are located in the AltiWare System Installation and
Administration Manual.
Extension-to-Extension Call Reporting.
AltiWare's OE 4.5 CDR solution 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.
26 CDR Manual
Unlike past releases,