Understanding Call Data - Nortel TDM Recorder User Manual

September 2007

Understanding call data

Call data captured by the Nortel TDM Recorder includes associated and
non-associated call data. Associated call data represents parameters of the
call such as the start time, stop time and call length. In addition to the call
data values, other data fields can be appended that contain any relevant
business data that is associated with the call. This data can be from switch
CTI ports and be information such as Agent extension or wrap-up codes, or
data from back office systems, such as value of sale.
Non-associated call data represents the concept of data channels which can
be any data associated with channels. These allow the Recording Control
Engine (formerly named Unify) to place records into the database when they
cannot be directly associated with a voice call. This is because the call has
either finished or the inum of the call is unknown. At this point, a join is
performed between some common element within the associated data, such
as a unique ID from the CTI system, to allow this non-associated data to be
added to the call details.
Associated call data, as in the following list, is used in the Nortel TDM
Recorder environment through User Defined Fields (UDFs). The following
call details are logged with every call recorded:
Start Date and Time
End Date and Time
Call length
Dialed Digits (outbound)
CLI Digits
DNIS
Call ID (unique to the call and Recorder)
Call direction
User Definable Fields
System Infrastructure Guide
User Defined Fields
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