Hapter; Cdr Overview; Real-Time Monitoring And The Cdr Client; The Rtm Statistics Database - Altigen Call Detail Reporting Manual

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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-tenant, and performance tracking information.

Real-Time Monitoring and the CDR Client

Workgroup call data is captured from the real-time monitoring function of
the AltiSupervisor client application and made available to a dedicated
feature—the "WG Statistics" tab—in the CDR Search client. The
difference between call detail recording (described immediately below)
and the RTM records is that call detail recording tracks every individual
call, from auto-attendant through disconnect, while RTM reporting takes
"snapshots" of call center data at continuous intervals ranging from every
15 minutes to every 24 hours.
Such data contains statistics—counts, sums, totals, averages, and
percentages—on items such as the number of calls in the workgroup's
queue, the amount of time callers waited in the queue, and the number of
calls that were abandoned from the queue, during the searched time period.
This data is stored in its own database, which is configured for backups,
storage limits, and the granularity of your data (determined by the interval
size) via settings in AltiAdmin/ACM Admin.

The RTM Statistics Database

The RTM statistics database, called "rtmData.mdb," is installed
automatically with AltiWare in a folder called "AltiDB," in any location the
user chooses.
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