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Altigen Altiware Open Edition 4.0 Reporting Manual

Call detail reporting guide
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Call Detail Reporting Guide
For AltiWare Open Edition (OE) 4.0
AltiGen Communications
© Copyright, 2000, AltiGen Communications, Inc., Fremont, California USA
4403-0012

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Summary of Contents for Altigen Altiware Open Edition 4.0

  • Page 1 Call Detail Reporting Guide For AltiWare Open Edition (OE) 4.0 AltiGen Communications © Copyright, 2000, AltiGen Communications, Inc., Fremont, California USA 4403-0012...

  • Page 2: Table Of Contents

    1.1 CDR A ..........................3 PPLICATIONS 1.2 C CDR ......................3 ENTER VENTS AND 1.3 M ........................4 ANAGEMENT BJECTIVES 2.0 ALTIGEN’S REPORTING SOLUTIONS................... 5 2.1 B ......................5 UNDLED EPORTING OLUTION 2.2 R OE 4.0 ............5 EPORTS VAILABLE WITH NALYST BASIC REPORTS ............................

  • Page 3: Introduction To Call Detail Recording

    Two topics receiving special consideration are the External Logger Service and the structure of the AltiWare CDR record. While AltiGen’s CDR can be used for individual and departmental billing, timecards, and market analysis, this document places special emphasis on its use for call center applications.

  • Page 4: Management Objectives

    CDR record, using AltiGen’s AltiX, an ActiveX control using AltiGen’s AltiLinkPlus CTI link. As a consequence of these call processing steps, AltiGen’s CDR database contains, for example, data on a call’s start and end times, AutoAttendant duration, work group assignment, queuing duration, talk time, wrap-up time, voice message duration, and optionally call-associated data (User Defined Data).

  • Page 5: Altigen's Reporting Solutions

    Track when agents sign-on and sign-off. Feed the information to payroll. Plan schedules. 2.0 AltiGen’s Reporting Solutions To find information to assist in the assessment of the decisions and views, AltiGen has worked with third parties to provide reports that cover most of these topics.
  • Page 6 Area Codes - Outbound Tenant OutCalls Account Code OutCalls AutoAttendant View Agent SignOn Carriers Routes Number of Calls Received - ANI Number of Calls Received – DNIS Number of Calls Received - Extension# Advanced Reports Inbound Calls by Time Inbound Calls by DNIS Inbound Calls by WorkGroup...

  • Page 7: Call Detail Recording - Past And Present

    CDR (.dbf) files from a prior release before installing OE 4.0. Consider OE 4.0 and any supporting report program as a fresh start. If you have a reporting package using AltiGen’s CDR or SMDR, then the reporting package vendor will have to rewrite the reporting program to work with the new CDR database schema.

  • Page 8: Backing Up And Installing Altiware's Cdr Records

    TriVium is using a customized version of the External Logger Service, to centralize the CDR records for one or more AltiServ systems. This is a special case of a partnership. AltiGen generally will only support the MS SQL 7.0 or MS SQL 2000 database application users and TriVium.

  • Page 9: External Cdr Logger Installation Guide

    • System integrators or developers need to write custom query programs to extract data from the SQL server. AltiGen only provides the logging service. • Multiple AltiServ systems can send CDR records to a single common SQL server for call reporting or billing purposes.

  • Page 10: Set-Up The Logger And Watchdog Services

    CDR records show up in the query results window. 4.6 SQL Backup and Maintenance AltiGen does not provide any SQL backup and restore utilities. We strongly recommend that you use the SQL Backup and Maintenance utility to perform daily backup and maintenance jobs; and use the restore utility to restore tables to the database.

  • Page 11: Call Detail Reporting Data Schema

    5.0 Call Detail Reporting Data Schema This section contains: (1) Data Schema, indicating the CDR format supported by AltiGen’s AltiWare OE4.0/Call Center software release, and defining different database elements (e.g. trunking, first/second party call answering, time stamps etc.). (2) How system configuration affects CDR data.
  • Page 12 Trunk Route Out call route table name an outgoing UCHAR A name defined in AltiWare via call has taken (31) AltiAdmin screens in Outcall Routing. Overflow out call route UCHAR A name defined in AltiWare via Trunk Overflow Route 1 (31) AltiAdmin screens in Outcall Routing.
  • Page 13 Timestamp as to when Party1 ULONG The timestamp is the number of Party1WGEndServiceTime disconnects the call or trunk seconds off-set from June 1970 to disconnection is detected. If a call is the present, where present parked, this time stamp indicates represent the time call was when the call is picked-up by another transferred to another extension,...
  • Page 14 UBYTE Party2Reserve4 Note: Timestamps are offsets, in seconds, from June 1970. The reference clock is the AltiServ system for both CDR and AltiGen-provided client applications such as Center 4.0 and AltiView 4.0. Start Time AltiWare system time when answer ULONG...

  • Page 15: Configuration Areas Affecting Cdr Information

    “User Defined” data field of the CDR record. This is useful if you want to correlate business information with call handling information: revenue achieved verses talktime by agent. A system integrator is required to use AltiGen’s AltiX ActiveX control. Ring No Answer configurations and VM -- Agents are supposed to sign-on to workgroups and •...

  • Page 16: Example Call Sequences And Their Effect On Cdr Records

    5.2 Example Call Sequences and their effect on CDR records. One objective within of the CDR record is to track the talk time of agents and individuals for incoming and outgoing calls. For incoming calls, this is expressed in the CDR data schema as Party1 and Party2. The concept is to track a given call across multiple extension transfers.

  • Page 17: Reporting Fields Glossary

    5.3 Reporting Fields Glossary CDR Timestamps and Dates The CDR data schema is provided with basic definitions. As with past OE releases, the StartTime, EndTime, and other timestamps in the OE 4.0 CDR database are in seconds and are offset numbers from a standard industry reference point of January 1, 1970 UTC.
  • Page 18 Also see short calls. Notice that this information is not at all the same as the Abandonment from Queue found in AltiGen’s Center 4.0 real time screens. There the system is measuring calls leaving the queue only, but not necessarily abandoning the call from the system.
  • Page 19 Log-off with reason An agent can log out of a workgroup because they have a lunch break, code classes, and other reasons. You, the manager, establish the meaning of numeric codes, and AltiAdmin records them when used. MaxWaitTime The maximum amount of time a call has waited in queue to be handled. Minutes (outbound) While many fields may represent duration in minutes or seconds, the use of minutes here is in the billing sense;...
  • Page 20 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 21 Tenant OutCalls AltiGen's AltiWare system can provide some, not all, of the features businesses find useful in shared tenant environments. One supported area is tracking who placed an outbound call by business name or dialing plan.
  • Page 22 If a caller enters AltiServ via the Internet using AltiGen’s AltiWeb software (Web Button) then this field will contain the URL address for the caller accessing the system. User Data 1) If a call comes in from the Web via AltiWeb, then this field MAY contain form data from the web page if you designed your web page to do so.

  • Page 23: Appendix A: Summary Of Report Fields - Example Methods Of Calculation

    Appendix A: Summary of Report Fields – Example Methods of Calculation The following reporting fields are suggested examples of information that is useful to a variety of different end-user communities, but by no means are required or exhaustive of what one can do with AltiWare CDR. It is meant to show you how statistics can be derived from summing or averaging CDR record data.
  • Page 24 Total number of calls StartTime TrunkDirection =2 going to VM from AA by autoattendant name Attendant Duration >0 Party1WGHandleDuration =0 ExitState=10 or 20 By AutoAtdnName Total number of calls StartTime TrunkDirection =2 terminating in AutoAttendant by ExitState=2 autoattendant name By AutoAtdnName Report Fields CDR Fields Comments...
  • Page 25 Number of calls StartTime TrunkRoute defined means TrunkDirection =2 incoming call went out a transferred by agents to trunk to another location another location (outside, Party1WGHandleDuration>0 inside) by workgroup TrunkRoute=(not blank) and/or Party2Number defined Party2Number=(not blank) (and TrunkRoute= By Party1WGNumber blank) means incoming call was transferred to another local agent...
  • Page 26 AltiGen can receive and Number of calls received accept IP calls from web page via the web -- Call Detail Reporting Guide -- September 2000 -- Page 26 --...
  • Page 27 Suppose the customer tracks Average Talk-Time and StartTime Average of a User- TrunkDirection=2 revenue per call. AltiGen Defined Data item by Party1WGHandleDurati allows the customer to place Agent how much revenue was UserData(parsed generated by a call into the...
  • Page 28 Number of short Outbound calls with durations less duration outbound than X secs for each trunk number calls by trunk number A field in User-Defined data can be Number of all-trunks- busy conditions by set if all trunks are busy for a routelist name specific route group.

  • Page 29: Appendix B - Example Reports

    Appendix B - Example Reports ______________________________________________________________________________________ 1. Inbound Trunk Type View Date: 07/17/2000 - 24 Hour Period Analog Total Number of Calls by Qtr Hr. 00:00 – 00:15 xxxx xxxx xxxx xxxx xxxxx 00:15 – 00:30 xxxx xxxx xxxx xxxx xxxxx 00:30 –...
  • Page 30 3. ShortCall View Date: 07/17/2000 - 24 Hour Period Trunk Number (PAD) Incoming Early Abandon Outgoing Short Duration “0102” “0103” 0204 0403 “ 0000” _____________________________________________________________________________________ Issues: “0000” trunk pad is a problem for some reporting software -- Incoming calls can be declared early abandoned calls if the call duration is <2 secs. Outgoing calls can be declared “early abandoned or short-duration”...
  • Page 31 5.0 Outbound Route View Date: 07/17/2000 - 24 Hour Period Route Name Sprint1 North Campus South Campus …..> Number of Calls by Qtr Hr. 00:00 – 00:15 xxxx xxxx xxxx xxxx 00:15 – 00:30 xxxx xxxx xxxx xxxx 00:30 – 00:45 xxxx xxxx xxxx...
  • Page 32 7.0 Area Code View - Outbound Date: 07/17/2000 - 24 Hour Period OUTBOUND Area Code Number Minutes Ave. Duration Graphic: Geographic Grouping of Area Codes with Number of Calls on Map Background 8.0 Tenant OutCall View Date: 07/17/2000 - 24 Hour Period OUTBOUND Tenant-Name Number...
  • Page 33 10.0 Inbound Call View - Time Date: 07/17/2000 - 24 Hour Period WG Number: __________ user entered (‘All’ an option) Number Average Duration Total. Queued ExitQ Handled Transfer Total Queue Talk Wrap-Up 00:00 – 00:15 xxxx xxxx xxxx xxxx xxxx 00:00 00:00 00:00 00:00 00:15 –...
  • Page 34 12.0 Inbound Call View – WorkGroup Date: 07/17/2000 - 24 Hour Period WG Number: __________ user entered (‘All’ an option) Number Average Duration Total. Queued ExitQ Handled Transfer Total Queue Talk Wrap-Up WG Number 1 xxxx xxxx xxxx xxxx xxxx 00:00 00:00 00:00 00:00 WG Number 2 xxxx xxxx...
  • Page 35 14.0 Agent View Date: 07/17/2000 - 24 Hour Period For Agent Extension XX: User entered Number of Calls Average Duration Signed On Duration Agent .WG Handled Tf’d RNA Talk WrapUp xxxx xxxx xxxx 00:00 00:00 00:00 xxxx xxxx xxxx 00:00 00:00 00:00 xxxx...
  • Page 36 Calls in Queue = For a given workgroup and selected time interval, count the number of records where Party1 WG wait duration >0 AND/OR Party2 WG wait duration >0 AND the Party1 or 2 exit queue timestamp is less than the top time and greater than the bottom time for the time interval. Number of Agents Signed On = For a given workgroup and selected time interval, count the number of records where an agent (ie.
  • Page 37 18.0 Carrier View Date: 07/17/2000 - 24 Hour Period Carrier # Minutes 10xxx 00:00:00 10xxx 00:00:00 SPRINT 19.0 Route Table View Date: 07/17/2000 - 24 Hour Period Route Table Number: YY Number Duration Cost? 00:00 – 00:15 xxxx 00:00 00:15 – 00:30 00:30 –...
  • Page 38 Number of Calls Received with ANI/CallerID Number ANI Number: xxx xxxxxxx Number of Calls: yyy Number of Calls Received For DNIS number DNIS Number: xxx xxxxxx Number of Calls: yyy Number of Calls received for Extension number Extension number: xxxx Number of Calls:: zzz -- Call Detail Reporting Guide -- September 2000 -- Page 38 --...

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