Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference page 682

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Station Message Detail Recording (SMDR)
than the programmed minimum number of seconds. Incoming calls to other
calling groups still strictly adhere to the minimum call length value.
In Release 6.0 (Hybrid/PBX mode only), any call originating on a tandem trunk
appears on the SMDR report, as do any calls originating on or passing through
the local system. Calls to non-local extensions are treated as outside calls for the
purpose of SMDR. SMDR reports may report calls using more than one call
record on more than one system. Depending upon how SMDR is programmed
and how calls are routed, you may need to consult several SMDR records to trace
a call that is routed over network trunks. To log network calls, SMDR should be
programmed to report both incoming and outgoing calls. See the Network
Reference for more details about incoming and outgoing calls.
In Release 6.1 and later systems, the system can be programmed to produce
SMDR reports for tandem trunks connected to other systems in the private
network. If the system is programmed to log SMDR records for private-network
trunks, all private-network calls are logged. If the system is programmed not to log
SMDR records for private network trunks, no private-network calls are logged for
the system unless the call involves an outside line. The factory setting is not to
log.
In Release 4.1 and prior systems, incoming call timing (assuming that incoming
calls are included in the call report) begins when a user answers the call. In
Release 4.2 and later systems, the same holds true for incoming calls if the Talk
Time option is disabled (the factory setting); if the Talk Time option is enabled,
timing on incoming calls to Auto Login and Auto Logout calling groups begins
when the call is initially detected in the system, while timing on incoming calls to
other calling groups begins when the call is answered.
Timing stops for both incoming and outgoing calls when the call is disconnected.
In Release 2.1 and later systems, call timing for outgoing calls on PRI lines begins
when the call is answered at the far end. For outgoing calls, timing begins when
dialing is complete, that is, when the system detects the end of dialing. Therefore,
no SMDR record is generated for unanswered calls made on these lines.
In Release 4.2 and later systems, the SMDR feature includes enhancements to
support sales and customer service calling groups; these improvements are
outlined in this topic. They are designed to allow use of the Lucent Technologies
MERLIN LEGEND Reporter software application, which assists in determining the
effectiveness of calling group agents, in assessing the level of service provided to
incoming callers, and in pinpointing needs for additional lines or agents to provide
the best possible service for an organization's customers.
Issue 1
August 1998
Page 633