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Altigen Call Detail Reporting Manual

For altiware acc release 5.1 and altiware acm release 5.1
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Call Detail
Reporting
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised 11/2007 Version #3 4403-0012-5.1

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  • Page 1 Call Detail Reporting for AltiWare ACC Release 5.1 and AltiWare ACM Release 5.1 Manual Revised 11/2007 Version #3 4403-0012-5.1...
  • Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. 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 Warranty ......... . . iii HAPTER Installing CDR Search on a Client System .
  • Page 4 Internal Database Configuration (Internal Logger Service)..27 External (Remote) Logging of Call Data ....28 Call Center Events and CDR ......29 Past and Present CDR .

  • Page 5: Warranty

    Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
  • Page 6 Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service.

  • Page 7: 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 5.1 works only with AltiWare ACC 5.1 or AltiWare ACM 5.1.

  • Page 8: Pre-Installation Checklist

    Pre-Installation Checklist Pre-Installation Checklist Before installing CDR Search, make sure the following is done: • AltiWare ACC 5.1 or AltiWare ACM 5.1 has been installed on the system server. • TCP/IP is enabled on both machines. • The client is able to connect to the server on the network. •...
  • Page 9 Installing CDR Search on a Client 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. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system. Install the CDR Search 5.1 software.
  • Page 10 Downgrade Procedure 4 CDR Manual...

  • Page 11: Hapter

    H A P T E R Using CDR Search CDR client offers three ways to search call records. • CDR Search lets you define a search by the type of call, incoming or outgoing. To perform this search, you must log in as the administrator. •...
  • Page 12 Logging In Logging in - Administrator Login From the Windows Start menu, select Programs > CDR Search > CDR Search 5.1. 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 13 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 5.1.
  • Page 14 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 AltiWare Administrator). 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 15 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 and thus will not be available as a search criterion.

  • Page 16: 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 17 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 18 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 19 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 20: 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 21 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 AltiWare Administrator).

  • Page 22: 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 23: 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 24: Summary (Cdr Search And Group Cdr Search)

    Search Results • Export—exports selected calls to a csv file. Refer to “Exporting Records” on page 24 for details. • Print—prints the selected calls. Refer to “Printing Records” on page 24 for details. All Statistics windows (WG, Agent Statistics Per WG, Agent) also have a Stop button.

  • Page 25: 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 26 Search Results Session ID Call Details When searching by Session ID, the following window is displayed as search results. 20 CDR Manual...
  • Page 27 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 21...

  • Page 28: 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 22 CDR Manual...
  • Page 29 Using CDR Search Figure 2. The Agent Statistics per Workgroup window Figure 3. Agent Statistics window CDR Manual 23...

  • Page 30: 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 31: 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 32 Real-Time Monitoring and the CDR Client You can set up call reporting if AltiWare and AltiWare Administrator are installed on the same server. In AltiWare, call reporting distinguishes between call detail data, which records every call made to, out of, and within the AltiServ system, and RTM data, which is workgroup-related statistical data captured from the real- time monitoring function used in the AltiSupervisor client application.

  • Page 33: Internal Database Configuration (Internal Logger Service)

    CDR Overview To set up and use call reports, in AltiWare Administrator 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 34: External (Remote) Logging Of Call Data

    Real-Time Monitoring and the CDR Client Add a Name and IP Address for the Internal Log Service, then click OK. In the Internal Database Configuration section, select the Active database retaining period in months. Check the Archive purged record(s) field and select the number of months per archive file if you wish to archive purged Internal Logger Service records.

  • Page 35: Call Center Events And Cdr

    CDR Overview To set up and enable RTM data collection to the local drive, click the Add button. A dialog box appears Add a Name and IP Address for the External Log Service, then click OK. Call Center Events and CDR In call detail recording, every individual call is tracked from its start time to its end time.

  • Page 36: Configuration Areas Affecting Cdr Information

    Configuration Areas Affecting CDR Information Migration. If you are upgrading from OE 4.5 or earlier, you will not be provided with any conversion tool for CDR records stored under OE 4.5 or prior releases. Extension-to-Extension Call Reporting. CDR Search includes records for internal calls between extensions, and from internal extensions to workgroups.

  • Page 37: Wrapup

    CDR Overview Wrapup Setting the wrapup time or supporting AltiX ActiveX controls can affect the level of CDR information. For example, using ActiveX for AltiLinkPlus, a client application can place wrapup data into the User Defined data field of the CDR record. This is useful if the user wants to correlate business information with call handling information;...

  • Page 38: Changing Time Settings

    Configuration Areas Affecting CDR Information Changing Time Settings If an administrator changes the time setting in Windows, it will affect active calls’ CDR records. It may cause large, negative or zero talk time in CDR records. 32 CDR Manual...

  • Page 39: Hapter

    H A P T E R Data Storage AltiWare 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 40: Differences Between Ils And Els

    Differences between ILS and ELS • Status monitoring of connection between AltiWare/ACM 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 AltiWare Administrator and External Logger Service Configuration.

  • Page 41: External Logger Server Configuration Tool

    Data Storage In order to implement remote manager ability, a Log Service configuration window can be accessed in AltiWare Administrator. 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 42: 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 43: 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 44 External Logger Server Configuration Tool • One AltiWare can only output data to, at most, one Internal Logger Server and two External Logger Servers. • Internal Logger Server only serves AltiWare of same computer. • Internal Logger Server only supports Microsoft Access Database. •...

  • Page 45: 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 46 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 47 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 48: 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 49 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 50 Example Call Sequences and their Effect on CDR Records Figure 3. CDR record sessions for Example 3 44 CDR Manual...

  • Page 51: 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 52 Search Results Detail Window Shown in “Call Details” on page 19 Field Definition Number assigned by CDR Search to this record Session ID Unique number assigned by AltiWare to this call Sequence ID Unique number to identify multiple records of same call (same session ID), beginning with 0.
  • Page 53 Records and Data Schema Detail Window Shown in “Call Details” on page 19 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 54 Search Results Record Window for “Call Info” Shown in “Call Details” on page 19 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 55 Records and Data Schema Record Window for “Call Info” Shown in “Call Details” on page 19 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 56 Search Results Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 22 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 57 Records and Data Schema Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 22 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 58 Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 22 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 59 Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 22 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 60 Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 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 61 Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 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 62 Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 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 63 Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 22 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 64 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 an AltiWare system in AltiWare...
  • Page 65 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 66 Search Results Database Definition Type Specification Element NodeID Server ID (System ID) assigned to an LONG value: 1–100 AltiWare system in AltiWare Administrator 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 67 Records and Data Schema Database Definition Type Specification Element Unique ID to link to LONG AGENTPERWGSUMMARY1 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...
  • Page 68 Search Results Database Definition Type Specification Element DurOutWG Wrap-up duration for outbound WG LONG WrapUp calls 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...
  • Page 69 Records and Data Schema Database Definition Type Specification Element EndTime GMT end time of record's period. LONG Seconds since GMT 1970/01/01 00:00:00. 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...
  • Page 70 Search Results Database Definition Type Specification Element NumInDirVM Count of direct inbound voicemail LONG message 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...
  • Page 71 Records and Data Schema Database Definition Type Specification Element NodeID Server ID (System ID) assigned to an LONG value: 1–100 AltiWare system in AltiWare Administrator Unique ID to link LONG AGENTSUMMARY1 CountLogon Count of workgroups that agent is LONG logged into DurAgentLo The login duration when agent logs LONG...
  • Page 72 Search Results Database Definition Type Specification Element DurAgentError Duration of agent in Error State while LONG login NumNotReady Count of Agent enters Not-Ready LONG state DurNotReady Duration of Agent Not-Ready LONG Table 9: CDRMAIN Database Definition Type Specification Element Version Version of the record LONG 2 = OE/ACM 5.0A...
  • Page 73 Records and Data Schema Table 9: CDRMAIN 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 SessionID Session ID: a unique LONG number, usually 9 digits...
  • Page 74 Search Results Table 9: CDRMAIN Database Definition Type Specification Element CallerType Type of line for an LONG 0 = Unknown line type incoming call 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup 6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk...
  • Page 75 Records and Data Schema Table 9: CDRMAIN Database Definition Type Specification Element TargetType Called target line type LONG 0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup 6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk...
  • Page 76 Search Results Table 9: CDRMAIN Database Definition Type Specification Element AccountCode Account code CHAR 1—10 digits in length (11) AADuration Duration in seconds an LONG incoming call is connected to the Auto Attendant/IVR; multiple connections to AA/IVR in a single session produces multiple records RingDuration...
  • Page 77 Records and Data Schema Table 9: CDRMAIN Database Definition Type Specification Element AbnTargetType Type of abandon forward LONG 1=Abandon to AA target 2=Abandon to Operator 3=Abandon to Extension 4=Abandon to Outside Number 5 =Abandon to VM 6 = Abandon to Application 7 = Abandon to Others 8 = Call Disconnected...
  • Page 78 Search Results 3 = Call Redirect: call is redirected to another extension or trunk by the AltiLinkPlus command "Redirect". 4 = Ring No Answer: call rang target but no agent answered. 5 = Busy: call tried to ring an agent but the agent extension was busy. 6 = Queue: call abandoned from the workgroup queue.
  • Page 79 Records and Data Schema 21 = All Trunks Busy: A dials an outside number, and no trunk is seized. A drops and gets this exit state. 22 = No session: A tries to log on to AltiView/AltiAgent/AltiConsole/third party application, but there are no more licenses available. 23 = Personal Park: call is parked by #31.
  • Page 80 Search Results Database Definition Type Specification Element GMTOffset Offset to GMT time, includes daylight LONG savings, in seconds; ex: Pacific Summer time 22500 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 81 Records and Data Schema Database Definition Type Specification Element CurNumCallO Number of calls exceed SLT LONG verSLT (Snapshot at EndTime) CurServiceLev Real-time Service Level % for WG LONG Queue (Snapshot at EndTime) IntvMaxNumA Maximum Agents Un-Staffed in LONG gentUnStaff record's period IntvMaxNumA Maximum Agents Logged Out in LONG...
  • Page 82 Search Results Table 11: WGSUMMARY Database Definition Type Specification Element Version Version of the record LONG 2 = OE/ACM 5.0A NodeID Server ID (System ID) assigned to LONG value: 1–100 an AltiWare system in AltiWare Administrator StartTime GMT start time of record’s period. LONG Seconds since 1970/01/01 00:00:00...
  • Page 83 Records and Data Schema Database Definition Type Specification Element NumInAnswered Total WG inbound calls answered LONG by agents during interval. If a login agent uses pick call from queue feature in AltiAgent, this counter is incremented. If the call is transferred or parked, this call is considered out of workgroup.
  • Page 84 Search Results Database Definition Type Specification Element NumInAbnVmMs Number of calls abandoned to VM LONG leaving voice message (transferred to VM from queue by caller pressing a digit or the system redirects the call to VM) DurInAbnVmMsg Total Queue time for calls LONG abandoned to VM leaving voice message...
  • Page 85 Records and Data Schema Database Definition Type Specification Element DurInAbnQRing DurInAbnInQ_RingTime+DurInA LONG bnDuringRing_RingTime+DurIn AbnVmMsg_RingTime+DurInAb nVmNoMsg_RingTime+DurInAb nToApp_RingTime+DurInAbnTo Others_RingTime DurInAbnQ DurInAbnInQ+DurInAbnDuringR LONG ing+DurInAbnVmMsg+DurInAbn VmNoMsg+DurInAbnToApp+Du rInAbnToOthers NumInOverflow WG calls overflowed or redirected LONG to other target DurInOverflowQ Total Queue time for overflowed LONG or redirected calls DurInOverflowRi Total ring time for all overflowed...
  • Page 86 Search Results Database Definition Type Specification Element NumOutHold Number of outbound WG calls that LONG were put on hold by agent (One call on hold multiple times will count just one time) DurOutHold Duration of outbound WG calls put LONG on hold by agent NumOutRecord Number of outbound WG calls that...
  • Page 87 Records and Data Schema Database Definition Type Specification Element NumInAbnToApp Number of calls abandoned to add- LONG WithinSLT on applications with wait time less than or equal to Service Level Threshold within report interval (QueueTime+RingTime <= SLT) NumInAbnToOth Number of all other abandoned LONG ersWithinSLT calls (for example, Ext/WG/...
  • Page 88 Search Results Database Definition Type Specification Element 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 Format: MTOffset extension is removed, includes yyyymmdd...
  • Page 89 Records and Data Schema Database Definition Type Specification Element RevisionID Revision ID, beginning from 0; the LONG bigger the number, the older the record CDR Manual 83...
  • Page 90 Search Results 84 CDR Manual...

  • Page 91: 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 92 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 93 In WG Average Duration - The amount of time, on average, calls spent waiting for a free agent while in a queue. Inbound - Calls arriving into the phone system over trunks, either public or private tie trunk lines. IP (Internet Protocol) - IP is used to represent the concept and practice of encapsulating voice into data packets carried on data networks, both private and public, including the Internet.
  • Page 94 Outbound - Calls placed by users of the phone system to the outside world over public or private trunk circuits within the AltiWare 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 95 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 AltiWare under each extension, and is placed in the CDR record each time that particular extension places an outbound call.
  • Page 96 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 97 Talk Duration - The amount of time, totaled or averaged, that an extension services an incoming or outgoing call. Average talk durations are useful in call centers to measure how well an agent handles callers. Threshold - The maximum amount of time a company wants an incoming caller to wait before they are serviced by an extension (an agent).
  • Page 98 • If a call is processed via auto-attendant and information is collected and offered to an external application using the DDR function in auto- attendant, then the external application can populate this field with information about the call, collected or otherwise. •...
  • Page 99 Wrapup Duration - The amount of time an agent takes to handle transaction information on another system or on paper after handling a caller. Once the caller disconnects, the agent's phone can be configured to be “unavailable” to the workgroup queue for a fixed or variable period of time even though the agent's extension is still signed onto the queue.
  • Page 100 94 CDR Manual...

  • Page 101: Index

    Index Index node ID 58, 60, 62, 63, 65, 66, 81, ring no answer 31 AGENTACTIVITY 58 route name 30 AgentActivity 82 AGENTPERWGSUMMARY1 59, 60, 62, 64 AGENTSUMMARY 62, 64 session ID 10 session ID number 67 SMDR 30 SQL 28 call Stop button 18 detail 25...

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