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1. Introduction to Call Detail Recording
This document covers AltiGen's Call Detail Recording (CDR) solutions including data creation, recording,
collection, and reporting. 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.
1.1 CDR Applications
The AltiGen Call Detail Recording database and the TriVium CallAnalyst Reporting program combine to
provide both general and custom data analysis and reporting opportunities. The range of reports and the
data schema were designed to provide information for PBX, call center, billing, multi-tenant, and
performance tracking information.
Analyzing the call traffic in customer service systems can be taken to quite detailed lengths. Managers
may want to look into how each general call handling process is managed, on average, so that they may
uncover specific operational areas that may be improved. For example, the manager may find that certain
types of calls are spending a great deal of processing time in the Auto Attendant handling, and therefore
decide to change either how many calls are sent to an Auto Attendant, or shorten the number of options
given to the caller.
PBX and billing reports are needed for example to keep costs down while providing adequate phone line
(trunk) facilities to keep the business going. Call Detail Records and associated reporting packages make
these assessments possible.
Call Center applications show the rich amount of information contained in the CDR database since there
are so many call scenarios and outcomes involved with customer service applications. Therefore, looking
the CDR record from a call center perspective may provide an explanation on why the CDR record has so
much information.
1.2 Call Center Events and CDR
The objectives of call processing in call center operations is to provide the right resources for a given caller
and track the time and outcome of the call as well as the performance of the service agent. Many scenarios
are possible, the general model is shown here:
Determining what resource can assist the caller:
Auto-Attendant
Identify the Caller and
Identify
offer choices
Need
3
6
9
0 seconds
-- Call Detail Reporting Guide -- September 2000 -- Page 3 --
Data Directed Routing
Access
Route
Customer
Call
Record
12
15
18
21
Queuing
24
27
30
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