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Altigen MAX Communication Server Release 6.5 Manual

Call detail reporting
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Call Detail

Reporting
Manual
MAX Communication Server
Release 6.5
Update1
12/2009 4403-0012-6.5 Update1

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Summary of Contents for Altigen MAX Communication Server Release 6.5

  • Page 1: Call Detail

    Call Detail Reporting Manual MAX Communication Server Release 6.5 Update1 12/2009 4403-0012-6.5 Update1...
  • Page 2 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.

  • Page 3: Table Of Contents

    Contents HAPTER Installing CDR Search on a Client System ....1 System Requirements ........1 Hardware Requirements .
  • Page 4 CDR Search ........18 Group CDR Search.

  • Page 5: Hapter

    H A P T E R Installing CDR Search on a Client System 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 6.5 Update1 works only with MAX Communication Server (MAXCS) ACC/ACM 6.5 Update1.

  • Page 6: Pre-Installation Checklist

    Pre-Installation Checklist • Microsoft SQL Server 2008 Express • Microsoft SQL Server 2005 • Microsoft SQL Server 2000 Important: Refer to “Limitations” on page 37 for a list of limitations for CDR Search. Pre-Installation Checklist Before installing CDR Search, make sure the following is done: •...

  • Page 7: Downgrade Procedure

    Search 6.5 Update1 program and ALL OTHER 6.5 Update1 client applications (including MaxCommunicator, MaxAgent, MaxSupervisor, MaxOutlook, and AltiConsole). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location.
  • Page 8 Downgrade Procedure 4 CDR Manual...

  • Page 9: Hapter

    H A P T E R CDR Overview AltiGen’s Call Detail Recording (CDR) solutions include data creating, recording, collecting, and reporting. While CDR can be used for individual and departmental billing, timecards, and market analysis, this manual places special emphasis on CDR’s use for call center applications. The data schema are designed to provide information for PBX, call center, billing, multi-project, and performance tracking information.
  • Page 10 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.

  • Page 11: Internal Database Configuration (Internal Logger Service)

    CDR Overview To set up and use call reports, in MaxAdministrator select System > System Configuration, then click the Call Reports tab. 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...

  • Page 12: External (Remote) Logging Of Call Data

    It should be ready to receive the reports before you enable the export here. Note: AltiGen does not provide any SQL backup and restore utility. We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs, and use a restore utility to restore the database.

  • Page 13: Call Center Events And Cdr

    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.

  • Page 14: Configuration Areas Affecting Cdr Information

    SMDR is a Mitel-defined data schema for delivering basic call information out the RS232 serial port to external recording and reporting applications. While AltiGen has provided an SMDR interface, it has had many problems in terms of accuracy and consistency of information delivery.

  • Page 15: Wrapup

    A system integrator is required to use AltiGen’s AltiX ActiveX control. 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.
  • Page 16 Configuration Areas Affecting CDR Information 12 CDR Manual...

  • Page 17: Hapter

    Statistics search. To log in as a workgroup supervisor, the option-pack license must be installed on the server. For information on obtaining a license, contact your authorized AltiGen dealer. Before you log in When you log in for the first time, you need to know either the IP address or the name of the server you’ll be linking to.
  • Page 18 Logging In Logging in - Administrator Login From the Windows Start menu, select Programs > CDR Search > CDR Search 6.5. The Login window appears. Enter the IP address or name of the Server. Enter your Extension and Password. Check the Save password check box to store your login password for the next time you access CDR Search.
  • Page 19 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 From the Windows Start menu, select Programs > CDR Search > CDR Search 6.5.
  • Page 20 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). Select Workgroup supervisor login, and click OK. In the CDR Server dialog box, select the database containing the data you want to access, then click Select.
  • Page 21 Using CDR Search 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. 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 drop-down list and thus will not be available as a search criterion.

  • Page 22: Running A Search

    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. To run a CDR search: Select the time range for the search: •...
  • Page 23 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 •...
  • Page 24 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.
  • Page 25 Using CDR 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 DNIS/Project/Acct Code digits. Select to Sort by: •...

  • Page 26: Group Cdr Search

    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. To run a Group CDR search: Select the time range for the search: •...
  • Page 27 Using CDR Search • Connected Calls & Messages—Connected Calls plus “Messages” (see below) • Connected Calls—incoming calls answered by agent and outgoing calls made by agent (when an Outgoing Workgroup is selected for the agent in the Workgroup Extension Configuration in MaxAdministrator).

  • Page 28: Workgroup Statistics Search

    Running a Search Note: For faster searching, using N/A to sort records is recommended. (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.

  • Page 29: Search Results

    Using CDR Search To run a WG Statistics search: 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 •...

  • Page 30: Summary (Cdr Search And Group Cdr Search)

    Search Results All Results windows have the following buttons: • Export—exports selected calls to a csv file. Refer to “Exporting Records” on page 32 for details. • Print—prints the selected calls. Refer to “Printing Records” on page 32 for details. All Statistics windows (WG, Agent Statistics Per WG, Agent) also have a Stop button.

  • Page 31: Call Details

    Using CDR Search Call Details You can drill down for detailed information on call records. To see details on a call, select a record in the Summary window and click Detail. The Detail window opens. To view call records, right-click a record in the Detail window and select Show Call Info.
  • Page 32 Search Results Session ID Call Details When searching by Session ID, the following window is displayed as search results. 28 CDR Manual...
  • Page 33 Using CDR Search For detailed information on this call record, select the record and click the Detail button. Right-clicking on an entry opens a drop-down menu to Show Call Info or Copy Session ID to Clipboard. CDR Manual 29...

  • Page 34: Statistics (Wg Statistics)

    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 1. The Workgroup Statistics window 30 CDR Manual...
  • Page 35 Using CDR Search Figure 2. The Agent Statistics per Workgroup window Figure 3. Agent Statistics window CDR Manual 31...

  • Page 36: Exporting Records

    Exporting Records Exporting Records You can export records in csv format from the Statistics, Summary, Detail, and Record windows. To export records from the Statistics window: Click Export. Click OK to open the Save As dialog box. To export records from the Summary, Detail, and Record windows: Do one of the following: •...

  • Page 37: Hapter

    H A P T E R 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.

  • Page 38: Differences Between Ils And Els

    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.

  • Page 39: External Logger Server Configuration Tool

    Data Storage In order to implement remote manager ability, a Log Service configuration window can be accessed in MaxAdmin. Use the Log Service Configuration window to Add, Edit and/or Remove a Log Service. External Logger Server Configuration Tool The External Logger Configuration Tool is used to configure Logger Server.

  • Page 40: Configuration Gui For External Logger Server

    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.

  • Page 41: Limitations

    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. Limitations • One Internal Logger Server per computer. •...
  • Page 42 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. •...

  • Page 43: Hapter

    H A P T E R 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.
  • Page 44 Example CDR Searches To run a search on: Use these fields and settings: All outgoing trunk calls for a Set Type to Connected Calls particular extension Set Caller to Extension, enter particular extension, select Exact Set Callee to Trunk All connected incoming trunk Set Type to Connected Calls calls for a particular extension Set Caller to Trunk...
  • Page 45 CDR and Workgroup CDR Search — Typical Searches Example CDR Searches To run a search on: Use these fields and settings: All internal calls to/from a Set Type to Connected Calls particular extension Set Caller to Extension, enter particular extension, select Exact Set Callee to Extension, enter particular extension, select Exact All trunks busy...

  • Page 46: Example Call Sequences And Their Effect On Cdr Records

    Example Call Sequences and their Effect on CDR Records Example Workgroup CDR Searches To run a search on: Use these fields and settings: All workgroup voicemail Set Type to Messages messages by workgroup Enter Workgroup Number, select Both Set Sort By to Workgroup All calls to workgroup Set Type to All Calls Enter Workgroup Number, select Both...
  • Page 47 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.
  • Page 48 Example Call Sequences and their Effect on CDR Records Figure 3. CDR record sessions for Example 3 44 CDR Manual...

  • Page 49: Hapter

    H A P T E R 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.

  • Page 50: Cdr Manual

    Search Results Detail Window Shown in “Call Details” on page 27 Field Definition 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.
  • Page 51 Records and Data Schema Detail Window Shown in “Call Details” on page 27 Field Definition DNIS DNIS information for an incoming call Acct Code Account code URL when “call” is initiated by AltiWeb user clicking the make-call button User Data Agent input Record Window for “Call Info”...
  • Page 52 Search Results Record Window for “Call Info” Shown in “Call Details” on page 27 Caller ID Caller number for a call Caller Name Caller name for a call Target Type Call target line type (see Table 9, “CDRMAIN,” on page 66 for details) Target PAD Physical address of line for a call target...
  • Page 53 Records and Data Schema Record Window for “Call Info” Shown in “Call Details” on page 27 Hold Duration Duration while call was on hold or parked Talk Duration Duration while the call is answered by a person; see Table 9, “CDRMAIN,”...
  • Page 54 Search Results Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 30 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.
  • Page 55 Records and Data Schema Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Total Wrap-up Time Total of Wrap-up duration (time while agent is in wrap- up state) for both incoming and outgoing calls.. Average Wrap-up Total Wrap-up Time divided by Total Number of Time Wrap-up.
  • Page 56 Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Out Talk Time 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.
  • Page 57 Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Total Wrap-up Time Total of wrap-up duration (time while agent is in wrap- up state) for both incoming and outgoing calls. Average Wrap-up Total Wrap-up Time divided by Total Number of Time...
  • Page 58 Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Calls Answered Duration 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.
  • Page 59 Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Group Inbound Calls Summary Group Total Inbound Total of all inbound calls, including Answered, Calls Overflowed, and all Abandoned calls Total Calls Without Total of calls with queue duration of zero.
  • Page 60 Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Without VM Total of Calls Abandoned during VM Abandoned to App Total of calls redirected to a target other than VM, when or Others caller in queue presses a digit. Abandoned to application is also included.
  • Page 61 Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 30 Field Definition Total Wait Time for Total of Wait Time (Queue Duration + Ring Duration) Abandoned Calls for Abandoned Calls Total Outbound Total of Outgoing Calls Connected Calls Total Outbound Talk Total of Outgoing Calls Duration...
  • Page 62 Search Results Data Schema This section describes the data schema used in CDR and RTM records. Table 1:AGENTACTIVITY Database Definition Type Specification Element Version Version of the LONG 2 = OE/ACM 5.0A record NodeID Server ID (System LONG value: 1–100 ID) assigned to a MAXCS system in MaxAdmin...
  • Page 63 Records and Data Schema Database Definition Type Specification Element Activity Activity of the LONG 1 = Staff Agent 2 = UnStaff 3 = Login 4 = Logout 5 = Ready 6 = DNDFWD 7 = Not Ready 8 = Wrapup 9 = Error Reason Reason for Activity.
  • Page 64 Search Results Database Definition Type Specification Element NodeID Server ID (System ID) assigned to an LONG value: 1–100 MAXCS system in MaxAdmin 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 GMT 1970/01/01 00:00:00.
  • Page 65 Records and Data Schema Database Definition Type Specification Element NumInWGC Total inbound WG calls during LONG interval NumInWGA Number of incoming workgroup LONG nswered calls answered by this agent NumInWGR Total of agent RNA LONG DurInWGAn Ring duration of answered calls LONG sRing workgroup calls...
  • Page 66 Search Results Database Definition Type Specification Element NumOutWG Count of outbound WG hold calls by LONG Hold agent (One call on hold multiple times will count once only) DurOutWG Hold duration of outbound LONG Hold workgroup calls Table 4:AGENTPERWGSUMMARY3 Database Definition Type Specification...
  • Page 67 Records and Data Schema Database Definition Type Specification Element GMTOffset Offset to GMT time, includes LONG daytime savings, in seconds; ex: Pacific Summer time 25200 LocalDay 8 digit number representing date LONG Format: yyyymmdd ex: 20040608 = 06/08/2004 DayofWeek Day of the week LONG 0 = Sunday 1 = Monday...
  • Page 68 Search Results Database Definition Type Specification Element DurInDirVM Total duration of direct inbound LONG voicemail message NumInDirHold The number of direct incoming call LONG put on hold (One call on hold multiple times will count once only) DurInDirHold Total hold duration of direct LONG incoming calls NumOutDirCon...
  • Page 69 Records and Data Schema Database Definition Type Specification Element Unique ID to link LONG AGENTSUMMARY1 CountLogon Count of workgroups that agent is LONG logged into DurAgentLo The login duration when agent logs LONG into at least one workgroup NumAgentA Number of times agent is available LONG vailable DurAgentAv...
  • Page 70 Search Results Table 9: CDRMAIN Database Definition Type Specification Element Version Version of the record LONG 2 = OE/ACM 5.0A NodeID Server ID (System ID) LONG value: 1–100 assigned to a MAXCS system in MaxAdmin StartTime GMT start time of LONG record's period.
  • Page 71 Records and Data Schema Table 9: CDRMAIN Database Definition Type Specification Element SequenceID A unique number to LONG identify multiple records of same call (same Session ID), beginning with 0 TrunkCall Trunk call or external LONG 1=Internal call 2=Trunk Call Direction Direction of the call LONG...
  • Page 72 Search Results Table 9: CDRMAIN Database Definition Type Specification Element CallerNum Caller phone number of CHAR an incoming call (41) (extension number or off-net PSTN) CallerName Caller name for an CHAR incoming call (provided (65) by CO for trunk calls; as entered in MaxAdmin for extension calls) CallerTenant...
  • Page 73 Records and Data Schema Table 9: CDRMAIN Database Definition Type Specification Element TargetWGNum Target workgroup CHAR number WGSessionID A unique Session ID for LONG workgroup call OutGoingWG Workgroup number for LONG an outgoing call, while agent login ConfSessionID Conference Session ID LONG DNIS DNIS number for...
  • Page 74 Search Results Table 9: CDRMAIN Database Definition Type Specification Element HoldDuration Duration in seconds LONG while a call is on hold TalkDuration Duration in seconds of LONG talk time RecordDuration Duration in seconds of LONG recording AnswerWithinS Call is answered within LONG 1=yes;...
  • Page 75 Records and Data Schema Table 9: CDRMAIN Database Definition Type Specification Element UserData Agent input CHAR (255) FormData Web form data CHAR URLData Last URL CHAR (255) ExitState specifications (see database element ExitState on page 70): 1 = Auto Attendant: call exits in the AA / IVR. 2 = Forward: call is forwarded from an extension by configuration forwarding.
  • Page 76 Search Results 14 = Transfer Cancel: A calls B. B presses flash, calls C and is connected. Then B presses flash to disconnect C and connect back with A. Call B with C exits with "transfer cancel". 15 = Go to VM w/out leaving vm: A calls B. B is busy or ring no answer. A goes into B's voice mail.
  • Page 77 Records and Data Schema 33 = Transfer Ring: A calls B. B presses Flash and dials C. While C is ringing, B drops and A drops. Call A with C gets this exit state. 34 = Transfer Connected: A calls B and is connected. A presses flash, dials C, and is connected too.
  • Page 78 Search Results Database Definition Type Specification Element CurNumAgent Total Agents Error (Snapshot at LONG Error EndTime) CurNumAgent Total Agents Busy (Snapshot at LONG Busy EndTime) CurNumAgent Total Agents Not Ready (Snapshot at LONG NotReady EndTime) CurNumAgent Total Agents Wrap-up (Snapshot at LONG WrapUp EndTime)
  • Page 79 Records and Data Schema Database Definition Type Specification Element IntvMaxLonge Maximum longest queue time in LONG stQTime record's period IntvMaxQLen Maximum queue length in record's LONG period IntvMaxNumC Maximum calls exceed SLT in LONG allOverSLT record's period IntvMaxServic Maximum Service Level % for WG LONG eLevel Queue in record's period...
  • Page 80 Search Results Database Definition Type Specification Element DayOfWeek Day of the week LONG 0 = Sunday 1 = Monday 2 = Tuesday 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday WGNum Workgroup Number LONG NumInWGCall Total inbound WG call during LONG interval NumInCallInQ...
  • Page 81 Records and Data Schema Database Definition Type Specification Element DurInAbnInQ Total queue time of calls hang-up LONG in queue DurInAbnInQ_Ri Total ring time of calls hang-up in LONG ngTime queue NumInAbnDuring Number of calls hang-up during LONG Ring ring (in queue or never in queue) DurInAbnDuring Total Queue time for calls hang-up LONG...
  • Page 82 Search Results Database Definition Type Specification Element DurInAbnToApp_ Total Ring time for calls LONG RingTime abandoned to add-on applications (in queue or never in queue) NumInAbnToOth Number of all calls abandoned to a LONG target other than VM when caller in queue presses a digit DurInAbnToOthe Total Queue time for...
  • Page 83 Records and Data Schema Database Definition Type Specification Element DurInRecord Duration of inbound WG calls LONG were recorded NumOutConnecte Number of WG outbound LONG connected calls DurOutTalk Duration of outgoing WG calls LONG (NumOutConnected); from the call enters "Connected" state until disconnect NumOutHold Number of outbound WG calls that...
  • Page 84 Search Results Database Definition Type Specification Element NumInAbnVmMs Number of calls leaving VM and LONG gWithinSLT with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) NumInAbnVmNo Number of calls abandoned LONG MsgWithinSLT without leaving VM and with wait time less than or equal to Service Level Threshold within report...
  • Page 85 Records and Data Schema Database Definition Type Specification Element LastName Last name of the extension CHAR (64) StartTime GMT timestamp when extension is LONG 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.
  • Page 86 Search Results Database Definition Type Specification Element EndTime GMT timestamp when the extension LONG is removed StartTimeG Offset to GMT time when the LONG Format: MTOffset extension is created, includes yyyymmdd daylight savings, in seconds; ex: Pacific Summer time 25200 EndTimeG Offset to GMT time when the LONG...

  • Page 87: Glossary

    Glossary 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.
  • Page 88 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.
  • Page 89 Internet. IP Extension - An extension within the MAXCS phone system based on encapsulated voice connections (IP voice) as opposed to analog phonesets. AltiGen supports physical and IP phone sets. IP Trunk - A digital connection to a LAN or Wide Area Network (WAN) that can handle IP encapsulated voice transmissions.
  • Page 90 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.
  • Page 91 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.
  • Page 92 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.
  • Page 93 URL - If a caller enters the system via the Internet using AltiGen’s AltiWeb software (Web Button) then this field will contain the URL address for the caller accessing the system.
  • Page 94 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. • User Data can be received within messages sent by AltiServ to an external application via the auto-attendant DDR step and received by an application using AltiGen’s ActiveX control, AltiX.
  • Page 95 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).
  • Page 96 92 CDR Manual...

  • Page 97: Index

    Index Index node ID 58, 60, 62, 63, 64, 65, 66, 80, 81 ring no answer 11 AGENTACTIVITY 58 route name 10 AgentActivity 81 AGENTPERWGSUMMARY1 59, 60, 62, 64 AGENTSUMMARY 62, 64 session ID 18 session ID number 66 SMDR 10 SQL 8 call Stop button 26...

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