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Altigen Call Detail Reporting Manual

For altiware open edition (oe) release 4.6 and alticontact manager (acm) release 4.6
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Call Detail
Reporting
for AltiWare Open Edition (OE) Release 4.6
and AltiContact Manager (ACM) Release 4.6
Manual
Revised 06/2003 4403-0012-4.6
1

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Summary of Contents for Altigen Call Detail Reporting

  • Page 1 Call Detail Reporting for AltiWare Open Edition (OE) Release 4.6 and AltiContact Manager (ACM) Release 4.6 Manual Revised 06/2003 4403-0012-4.6...
  • Page 2 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 ..........v HAPTER Using CDR Search .
  • Page 4 System Requirements ........83 Installing CDR Loader for AltiGen ......83 Installing CDR Loader .

  • Page 5: Warranty

    How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser.
  • Page 6 End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: 1. 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.
  • Page 7 Sales Outside the U.S.A. For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen Communications dealer for warranty information and services. CDR Manual...
  • Page 8 vi CDR Manual...

  • Page 9: Hapter

    H A P T E R Using CDR Search 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 works only with AltiWare OE Release 4.6 (and higher) or AltiContact Manager 4.6 (and higher).

  • Page 10: Logging In

    Statistics” on page 1.To log in as a workgroup supervisor, the option-pack license must be installed on the server. For information on obtaining a license, contact your Authorized AltiGen dealer. Before you log in When you log in for the first time, you need to know either the IP address or the name of the server you’ll be linking to.
  • Page 11 Using CDR Search Logging in - Administrator login From the Windows Start menu, select Programs > CDR Search > CDR Search 4.6. The Login window appears. Figure 1. Login window Enter the IP address or name of the server. Enter your Extension and Password. Optionally, you can check the Save password check box to store your log in password for the next time you access CDR Search.
  • Page 12 Logging In Click OK to open the User Mode window. Figure 2. User Mode window Select Administrator login and click OK. Logging in - Workgroup supervisor login From the Windows Start menu, select Programs > CDR Search > CDR Search 4.6. The Login window appears. Figure 3.
  • Page 13 Using CDR Search Select the database containing the data you want to access. • Internal database—DBF database on the server. • External database—SQL database set up to log call records. Note: This option is available only when the external logger service is installed on the SQL Server, and External CDR Logging is enabled.
  • Page 14 Logging In This will allow access to the workgroup CDR and workgroup statis- tics. 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 15: Cdr Search

    Using CDR Search Running a Search The CDR Search main window has three tabs: CDR, WG CDR, and WG Statistics. Figure 7. CDR tab of the CDR Search main window CDR Search CDR Search lets you search all calls, internal and external. To perform this search, you must log in as the administrator.
  • Page 16 Logging In • 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 17 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 extension/trunk digits.

  • Page 18: Workgroup Cdr Search

    Logging In Click Search. During the search, a progress window appears. To cancel the search, click Cancel. Search results appear in the Summary window. Refer to “Search Results” on page 14 for details on working with search results. Workgroup CDR Search Workgroup CDR search lets you specify a search by workgroup.
  • Page 19 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 Note: When searching for All Calls in WG CDR, the search...

  • Page 20: Workgroup Statistics Search

    Logging In • Trunk—sorts by trunk • N/A—search without sorting, retrieves total number of records. 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.”...
  • Page 21 Using CDR Search Figure 9. WG Statistics tab of the CDR Search window 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 ten previous days. Edit the date and time for a custom range •...

  • Page 22: Search Results

    Search Results • Agent Statistics—statistics on a specific agent for every workgroup to which he/she belongs Note: See “CDR Search and WG CDR Search Results Windows” on page 36 for workgroup statistics call data details. Depending on the type of search you selected, specify a Workgroup and/or Agent to search on.

  • Page 23: Summary (Cdr Search And Wg Cdr Search)

    Using CDR Search Summary (CDR Search and WG CDR Search) For CDR Search and WG CDR Search, the Summary window displays the results. Figure 10. Summary window • The Detail button opens the Detail window for a selected call. Refer to “Call Details”...

  • Page 24: Call Details

    Search Results 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. Figure 11. The Detail window To view call records, right-click a record in the Detail window and select Show Call Info or, for raw data on trunk calls, Show Advanced Call Info.
  • Page 25 Using CDR Search Figure 12. The Record window (Call Info) Figure 13. The Record window (Advanced Call Info - trunk calls only) CDR Manual 17...

  • Page 26: 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 14. The Workgroup Statistics window Figure 15. The Agent Statistics per Workgroup window Figure 16.

  • Page 27: Printing Records

    Using CDR Search 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 28 Printing Records 20 CDR Manual...

  • Page 29: 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-tenant, and performance tracking information.
  • Page 30 Real-Time Monitoring and the CDR Client Figure 1. AltiServ installation 22 CDR Manual...
  • Page 31 CDR Overview After installing AltiWare, the user configures rtmData.mdb using the Call Reports window in AltiAdmin/ACM Admin. Figure 2. Call Reports window, System Configuration When RTM Data - MDB is selected, the Config button opens a dialog box where the user can enable and configure these records. Figure 3.
  • Page 32 Real-Time Monitoring and the CDR Client The Enable and Retain Records parameters are unchanged from the previous version of AltiWare, except that the lower limit for retaining records is now 1 day instead of 5 days. The Buffer Size settings are also gone.

  • Page 33: Call Center Events And Cdr

    The CDR data schema has been redesigned and streamlined. If you have a reporting package using past versions of AltiGen’s CDR or SMDR, the reporting package vendor will have to rewrite the reporting program to work with the new schema.
  • Page 34 SMDR is a Mitel-defined data schema for delivering basic call information out the RS232 serial port to external recording and reporting applications. While AltiGen has provided an SMDR interface, it has had many problems in terms of accuracy and consistency of information delivery.

  • Page 35: Hapter

    H A P T E R Data Storage CDR Search can store data using either an Internal Logger Service (ILS) or an External Logger Service (ELS). These two storage systems are described below. Internal Logger Service In CDR Search, call reporting distinguishes between call detail data, which records every call made to, out of, and within the system, and RTM data, which is workgroup-related statistical data captured from the real-time monitoring function used in the AltiSupervisor client application.

  • Page 36: External Logger Service

    OK to overwrite the ODBC32.dll. • System integrators or developers need to write custom query programs to extract data from the SQL server. AltiGen provides only the logging service. • If multiple systems can send CDR records to a single common SQL server for call reporting or billing purposes, each system needs to have a different system ID.
  • Page 37 Data Storage To install the External Logger Service (ELS) program on the SQL server: Insert the AltiWare OE 4.6 or AltiContact Manager 4.6 CD ROM into the target server CDROM drive. Using Windows Explorer (or similar mechanism), locate the External Logger Service directory and then find the setup file.

  • Page 38: Sql Backup And Maintenance

    Go to System Configuration > Call Reports and double-click “External CDR Log.” Enter the IP address of the SQL server and click on the Apply button. Select AltiGen External Server option and click on the Apply button. To verify SQL logging activity: Make several connected outbound calls.

  • Page 39: 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 40 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 41 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 42 Example Workgroup CDR Searches To run a search on: Use these fields and settings: All calls to workgroup Set Type to All Calls Enter Workgroup Number, select Both Set Sort By to N/A or Date/Time All calls to workgroup via Set Type to All Calls specific DNIS Enter Workgroup Number, select Both...

  • Page 43: 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 and a Glossary of terms. Important! The following types of records included in WG CDR are not included in WG RTM: •...

  • Page 44: Search Results

    Search Results Search Results This section explains the fields in all the CDR Search results windows. CDR Search and WG CDR Search Results Windows Summary Window Shown in “Summary (CDR Search and WG CDR Search)” on page 15 Field Definition Number assigned by CDR Search to this record Time Start time for this record...
  • Page 45 Records and Data Schema Detail Window Shown in “Call Details” on page 16 Field Definition Wait Time AADuration plus VMDuration plus HoldDuration plus WaitDuration (see Table 1, “CDR Call Format,” on page 53 for explanations of these schema) Talk Time TalkDuration plus RecordDuration plus VMRecordDuration (see Table 1, “CDR Call Format,”...
  • Page 46 Search Results Record Window for “Call Info” Shown in “Call Details” on page 16 Node ID Server ID (System ID) assigned to an AltiWare system in AltiAdmin/ACM Admin Session ID Session ID: a unique number, usually 9 digits or larger, assigned by AltiWare to a call Internal Call Internal or external call...
  • Page 47 Records and Data Schema Record Window for “Call Info” Shown in “Call Details” on page 16 Workgroup Workgroup number for an incoming call Number Outgoing Workgroup number for an outgoing call, as set in Workgroup AltiAdmin/ACM Admin or by agent at logon DNIS DNIS number for incoming call Tenant...
  • Page 48 Search Results Record Window for “Call Info” Shown in “Call Details” on page 16 Record Duration Duration in seconds of NOVO recording Exit State State of call when it was disconnected (see Table 1, “CDR Call Format,” on page 53 for details) URL when “call”...
  • Page 49 Records and Data Schema Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: Advanced Call Info is available only for trunk calls. Duration Duration of call in seconds (End Time minus Start Time) Trunk Count Number of “Trunk”...
  • Page 50 Search Results Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: Advanced Call Info is available only for trunk calls. Route1 Outcall Route Name, as set in AltiAdmin/ACM Admin Route2 Outcall Route Name, as set in AltiAdmin/ACM Admin PARTY Start Time...
  • Page 51 Records and Data Schema Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: Advanced Call Info is available only for trunk calls. Workgroup Number Workgroup number for an incoming call Outgoing Workgroup Workgroup number for an outgoing call, as set in AltiAdmin/ ACM Admin or by agent at logon Auto Attendant Name...
  • Page 52 Search Results Record Window for “Advanced Call Info” Shown in “Call Details” on page 16 Note: Advanced Call Info is available only for trunk calls. Talk Duration Duration in seconds from the time the call is answered by a person until it is disconnected (EndTime minus time when call was answered by human minus...
  • Page 53 Records and Data Schema Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Calls Answered Count of calls that were answered by an agent; if a single call is routed to several agents, the counter is increased Calls Answered Sum of duration of Calls Answered, where Duration...
  • Page 54 Search Results Agent Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Total Calls Answered Total of Calls Answered Calls Transferred to Count of calls transferred to VM (by caller Voice Mail pressing # or by being automatically transferred to VM after RNA for every agent), where caller leaves a message Total Wrapup...
  • Page 55 Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Upper half of window Number assigned by AltiWare to this record Date Date of call Time Time interval for these call statistics Calls Answered Count of calls that were answered by an agent;...
  • Page 56 Search Results Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Login Time Time agent logged in to WG Logout Time Time agent logged out of WG Logout Reason Logout Reason Lower half of window (Totals, Averages, and Percentages) Total Calls Total of all calls, including Answered, Outgoing and Transferred to VM...
  • Page 57 Records and Data Schema Agent Statistics per Workgroup Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Average Talk Time Total Talk Time divided by (Total Calls Answered plus Total Outgoing Calls) Average Wrapup Time The average of Wrapup time after call (time that user enables “Allow Wrapup Time”...
  • Page 58 Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Outgoing Calls Count of outgoing calls Outgoing Calls Sum of duration of Outgoing Calls, where Duration duration lasts from the time the call enters “Connected” state until the time the call is disconnected Calls Transferred to Count of calls transferred to VM (by caller...
  • Page 59 Records and Data Schema Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Lower half of window (Totals, Averages, and Percentages) Total Calls Total of all calls, including Answered, Outgoing, Transferred to VM, and all Abandoned calls Total Calls in Queue Total of Calls in Queue Total Outgoing Calls...
  • Page 60 Search Results Workgroup Statistics Window Shown in “Statistics (WG Statistics)” on page 18 Field Definition Total Wait Time for Total of Wait Time for Answered Calls Answered Calls Total Wait Time for Total of Wait Time for Abandoned Calls Abandoned Calls Average Talk Time Total Talk Time divided by (Total Calls Answered plus Total Outgoing Calls)
  • Page 61 Records and Data Schema Data Schema This section describes the data schema used in CDR and RTM records. Table 1: CDR Call Format Database Definition Type Specification Element NodeID Server ID (System ID) assigned ULONG value: 1–100 to an AltiWare system in AltiAdmin/ACM Admin SessionID Session ID: a unique number,...
  • Page 62 Search Results Table 1: CDR Call Format Database Definition Type Specification Element CallerTyp Type of line for an incoming call UBYTE 0=Unknown 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not used)
  • Page 63 Records and Data Schema Table 1: CDR Call Format Database Definition Type Specification Element TargetTyp Type of line for an outgoing call UBYTE 0=None 1=Ext analog 2=Ext IP 3=Ext PHS (not used) 4=Ext virtual 5=Ext WG 11=trk analog 12=trk T1 13=trk IP 14=trk PRI 15=trk PHS (not...
  • Page 64 Search Results Table 1: CDR Call Format Database Definition Type Specification Element Tenant Tenant name for trunk UCHAR (31) AccountC Account code UCHAR 1—10 digits in (11) length AADurati Duration in seconds an incoming ULONG call is connected to the Auto Attendant/IVR;...
  • Page 65 Records and Data Schema Table 1: CDR Call Format Database Definition Type Specification Element State when call is terminated ULONG (see boxed ExitState inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0001” - 1 - Auto Attendant “0x0002”...
  • Page 66 Search Results Table 1: CDR Call Format Database Definition Type Specification Element LogoffRea Logoff reason code UBYTE URL when “call” is initiated by UCHAR AltiWeb user clicking the make- (255) call button UserData Agent input UCHAR (255) CallEnd For indication of the last record UCHAR of a call LocalStart...
  • Page 67 Records and Data Schema Database Definition Type Specification Element WGNum Workgroup Number UCHAR LogoffRea Logoff reason code UBYTE State when call is terminated ULONG (see boxed ExitState inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0007” - 1 - Logon “0x0008”...
  • Page 68 Search Results Database Definition Type Specification Element WGNum Workgroup Number UCHAR Duration Wrap up duration time ULONG State when call is terminated ULONG (see boxed ExitState inset) Specification [documented (HEX)] - [data output (Decimal)] - [exit state definition] “0x0020” - 1 - Wrap up LocalStart Timestamp when wrap up starts String...

  • Page 69: Rtm Data Schema

    Records and Data Schema RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field Workgroup Data NodeID Server ID (System ID) ULONG value: 1–100 assigned to an AltiWare system in AltiAdmin/ACM Admin Date Day information ULONG * Time value...
  • Page 70 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NumInCall Calls answered by an agent; if a short * Calls call is forwarded to and Answered answered by multiple agents, the count is increased InCallDura Duration of incoming calls ULONG...
  • Page 71 Records and Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NumCallA Total abandoned calls (during short bandoneBe VM, queue, and RNA) C–A–B= foreAnswer * Calls Abandoned during VM NumQueue Calls routed to the WG but not short * Queue Overflow...
  • Page 72 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field Agent Data NodeID Server ID (System ID) ULONG value: 1–100 assigned to an AltiWare system in AltiAdmin/ACM Admin Date Day information ULONG * Time value Time Time interval short...
  • Page 73 Records and Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field WrapUpD The amount of time for ULONG * Wrapup uration Wrapup, where Wrapup lasts Duration from agent-set “Not Ready” to “Ready” status NumCallT Count of voicemail messages short...
  • Page 74 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NumNotRe Number of not ready, not short including wrap up NotReadyD Total duration of the not ready ULONG uration period LocalDate Date String yyyymmdd DND Times Number of times agent entered...
  • Page 75 Records and Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field NumInCall Calls answered; if a call is short * Calls rerouted to and answered by Answered the same agent, the count is incremented InCallDura Duration of incoming calls...
  • Page 76 RTM Data Schema Table 4: RTM Data Format Database Definition Type Specification/ Element * CDR Client Field LogoutDur The total time agent was ULONG ation logged out since midnight LocalDate Date String yyyymmdd 68 CDR Manual...

  • Page 77: Glossary Of Terms

    Records and Data Schema Glossary of Terms Abandonment - Incoming call where the caller decides to disconnect before completing a call processing state in the phone system: listening and handling auto attendant/IVR, while waiting in queue, or while in voice mail. (See also short calls.) Note: This is not the same as the Abandonment from Queue found in Center 4.0 real time screens.
  • Page 78 RTM Data Schema CallerID - The phone number of the calling party. CallerID differs from ANI in that CallerID is the phone number of the phone from which the caller is calling as opposed to the billing number for the phone. If a caller is calling from a business, the CallerID will be different from the ANI number, in most cases.
  • Page 79 Records and Data Schema Handled Calls - The number of calls actually processed successfully to a normal disconnect exit state. For example, answered by a person, or the person completed a voice message or listening to a prompt. Handled WG - The number of calls handled by a workgroup in the phone system. In WG Average Duration - The amount of time, on average, calls spent waiting for a free agent while in a queue.
  • Page 80 RTM Data Schema NodeID - The AltiServ system number (from 0–128) that was assigned to a given AltiWare system in AltiAdmin/ACM Admin. The number is used to separate CDR records from different AltiWare systems when the records are collected jointly at one site using one database server for consolidated reporting.
  • Page 81 Records and Data Schema PRI - ISDN Primary trunks Queued Call - A call that has entered the queue as a result of not finding any free agents in a workgroup or for an extension and must now wait for an extension to become free.
  • Page 82 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 83 Records and Data Schema Spillover - Overflow from one route table to the next. T1 - T1 is a digital facility from the phone system (customer premise) to the central office, or from one CPE site to another between AltiServ systems (T1 tie trunks). Voice is encoded as zeros and ones on a channel (i.e., conceptual trunk) using industry standard encoding.
  • Page 84 URL - 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.

  • Page 85: Configuration Areas Affecting Cdr Information

    Records and Data Schema WorkGroup - The workgroup is an extension representing a collection of individual extensions, such that each of these individual extensions can service a call arriving at the workgroup extension number. If none of these extensions is available at the time a call arrives, then the call is queued for this particular workgroup—a workgroup queue.

  • Page 86: Wrapup

    A system integrator is required to use AltiGen’s AltiX ActiveX control. Ring No Answer Configurations and VM Agents sign on to workgroups and answer calls. On occasion, an agent or extension might be signed on, but negligently walk away from their station.

  • Page 87: Example Call Sequences And Their Effect On Cdr Records

    Records and Data Schema Example Call Sequences and their Effect on CDR Records One objective of the CDR record is to track the talk time of agents and individuals for incoming and outgoing calls. Many call sequences are possible. The following are examples of inbound and outbound calls to a call center and sequences of recorded results in the CDR Detail report: Example 1 - Ext.
  • Page 88 Example Call Sequences and their Effect on CDR Records Figure 2. CDR record sessions for Example 2 Example 3 - External party calls office and gets Automated Attendant, then dials out Operator. The result is two sessions logged for this event. Figure 3.

  • Page 89: Reporting Fields Glossary

    Records and Data Schema 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 90 Reporting Fields Glossary 82 CDR Manual...

  • Page 91: Hapter

    TAPIT CDR Loader TAPIT EX is a call management and accounting software package from Trisys Inc. that works with AltiGen’s CDR to report on the phone activity of a business. TAPIT EX is a real-time system that collects all available information about incoming and outgoing calls, which can be stored for later processing.

  • Page 92: Setting Up Tapit And Cdr Loader For Single Node (Altigen)

    Setting Up TAPIT and CDR Loader for Single Node (AltiGen) CDR Loader requires special setup depending on the type of installation (Single Node or Multi Node). When the installation is completed proceed with instructions below. Setting Up TAPIT and CDR Loader for Single...
  • Page 93 TAPIT CDR Loader Open Tapit CDR Loader (Start/Tapit CDR Loader/CDR Loader). The CDR Loader screen appears. Settings for SQL Server database: (For Access database instructions refer to page 5) a. Click on Stop Timer. The name of this button changes to Start Timer.
  • Page 94 Setting Up TAPIT and CDR Loader for Single Node (AltiGen) Settings for Access database: (For SQL Server instructions refer to page 4) a. Click on Stop Timer. The name of this button changes to Start Timer. b. Click on Edit. The name of this button changes to Lock/Apply.
  • Page 95 TAPIT CDR Loader If required, enter new values in Process record every____minutes and Main Output File fields. It is recommended to accept defaults. To save changes, click on the Lock/Apply button. 10. Click on the Multi Sites button. The MultiSite Settings screen appears.

  • Page 96: Setting Up Tapit And Cdr Loader For Multiple Node (Altigen)

    Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) 16. Click on the Close button. 17. Restart the SMDR Monitor application. 18. To test the connection, click on the Get Calls Now button. Keep in mind if the CDR Loader application is running for the first time it loads all (!) available call records.
  • Page 97 TAPIT CDR Loader Each location should have the following options set: a. Path - accept the default value. b. Time to call: and Next call: fields - these values pertain only to a buffer box. When the CDR Loader is used, they are ignored. c.
  • Page 98 Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) Max_S = 4 S_001=1,Main_99 S_002=4,Comm_00 S_003=3,Comm_01 S_004=5,Comm_02 ;where S_xxx=Node_id,Loc_name The Max_S entry reflects the number of your nodes. Each S_xxx entry must correspond to existing location codes. For example: Comm_02 corresponds to the newly created New Location 3.
  • Page 99 TAPIT CDR Loader 11. Click on the Close button. 12. Restart Remote Manager. 13. Restart the SMDR Monitor application. 14. To test the connection, click on the Get Calls Now button. Keep in mind if the CDR Loader application is running for the first time it loads all (!) available call records for all nodes.
  • Page 100 Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) 92 CDR Manual...

  • Page 101: Index

    Index Index Party1PAD 61 ring no answer 78 route name 77 address AltiGen Communications, Inc. 2 AltiGen Communications phone numbers 2 session ID number 53, 61 AltiGen Communications, Inc. sign-off 78 address 2 sign-on 78 SMDR 26 SQL 28 backup and restore 30...

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