Altigen ACM 6.5 Spécifications

Call DetailReportingManualMAX Communication ServerRelease 6.57/2009 4403-0012-6.5

Logging In6 CDR ManualLogging in - Administrator Login1. From the Windows Start menu, select Programs > CDR Search > CDR Search 6.5. The Login w

Using CDR SearchCDR Manual 7Using CDR SearchNote: This option is available only when the external logger service is installed on the SQL Server, and E

Logging In8 CDR ManualNote: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which l

Using CDR SearchCDR Manual 9Using CDR SearchThis will allow access to the workgroup CDR and workgroup statistics.If you enter an invalid password, the

Running a Search10 CDR ManualRunning a SearchThe CDR Search main window has three tabs: CDR, Group CDR, and WG Statistics. CDR SearchCDR Search lets y

Using CDR SearchCDR Manual 11Using CDR Search• All Calls—calls involving: Auto Attendant/IVR, Ring No Answer, Queue, Voice Mail (no VM recorded or VM

Running a Search12 CDR ManualNote: For CDR records, Unanswered calls refer to calls abandoned while in these states: AA, forward, RNA, queue, voicemai

Using CDR SearchCDR Manual 13Using CDR Search• Exact—retrieves records that exactly match the field value entered• Like—retrieves records that begin w

Running a Search14 CDR ManualGroup CDR SearchGroup CDR search lets you specify a search by group. To perform this search, you can log in as the admini

Using CDR SearchCDR Manual 15Using CDR Search• Connected Calls & Messages—Connected Calls plus “Messages (see below)• Connected Calls—incoming cal

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently,

Running a Search16 CDR ManualNote: For faster searching, using N/A to sort records is recommended.(For example, when you search for Connected Calls, t

Using CDR SearchCDR Manual 17Using CDR SearchTo run a WG Statistics search:1. Select the time range for the search:• User Define—the From/To fields de

Search Results18 CDR ManualAll Results windows have the following buttons:• Export—exports selected calls to a csv file. Refer to “Exporting Records”

Using CDR SearchCDR Manual 19Using CDR SearchCall DetailsYou can drill down for detailed information on call records.2. To view call records, right-cl

Search Results20 CDR ManualSession ID Call DetailsWhen searching by Session ID, the following window is displayed as search results.

Using CDR SearchCDR Manual 21Using CDR SearchFor detailed information on this call record, select the record and click the Detail button.Right-clickin

Search Results22 CDR ManualStatistics (WG Statistics)For Workgroup Statistics searches, the Statistics windows display the results of your search. The

Using CDR SearchCDR Manual 23Using CDR SearchFigure 2. The Agent Statistics per Workgroup windowFigure 3. Agent Statistics window

Exporting Records24 CDR ManualExporting RecordsYou can export records in csv format from the Statistics, Summary, Detail, and Record windows.To export

CDR Manual 25CDR OverviewCHAPTER 3CDR OverviewAltiGen’s Call Detail Recording (CDR) solutions include data creating, recording, collecting, and report

CDR Manual iContentsCHAPTER 1Installing CDR Search on a Client System . . . . . . . . . . . . . . .1System Requirements . . . . . . . . . . . . . . .

Real-Time Monitoring and the CDR Client26 CDR Manual.You can set up call reporting if MAXCS and MaxAdmin are installed on the same server. In MAXCS, c

CDR OverviewCDR Manual 27CDR OverviewTo set up and use call reports, in Max Administrator select System > System Configuration, then click the Call

Real-Time Monitoring and the CDR Client28 CDR Manual.Add a Name and IP Address for the Internal Log Service, then click OK.In the Internal Database Co

CDR OverviewCDR Manual 29CDR OverviewTo set up and enable RTM data collection to the local drive, click the Add button. A dialog box appears.Add a Nam

Configuration Areas Affecting CDR Information30 CDR ManualMigration. If you are upgrading from OE 4.5 or earlier, you will not be provided with any co

CDR OverviewCDR Manual 31CDR OverviewWrapupSetting the wrapup time or supporting AltiX ActiveX controls can affect the level of CDR information. For e

Configuration Areas Affecting CDR Information32 CDR Manual

CDR Manual 33Data StorageCHAPTER 4Data StorageMAXCS can store data using either an Internal Logger Service (ILS) or up to two External Logger Service

Differences between ILS and ELS34 CDR Manual• Status monitoring of connection between MAXCS and Logger Service—User Database ID and Client ID can be u

Data StorageCDR Manual 35Data StorageIn order to implement remote manager ability, a Log Service configuration window can be accessed in MaxAdmin.Use

ii CDR ManualCall Center Events and CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Past and Present CDR . . . . . . . . . . . . . .

External Logger Server Configuration Tool36 CDR ManualConfiguration GUI for External Logger ServerFor ELS, only Database ID, Password, ODBC Source Nam

Data StorageCDR Manual 37Data StorageWhen the ODBC information is correct, the tool will check all tables required and will try to find all difference

External Logger Server Configuration Tool38 CDR Manual• One MAXCS can only output data to, at most, one Internal Logger Server and two External Logger

CDR Manual 39Sample CDR SearchesCHAPTER 4CDR and Workgroup CDR Search — Typical SearchesThis section contains examples of how to run various CDR and W

40 CDR ManualAll outgoing trunk calls for a particular extensionSet Type to Connected CallsSet Caller to Extension, enter particular extension, select

CDR and Workgroup CDR Search — Typical SearchesCDR Manual 41Sample CDR SearchesAll internal calls to/from a particular extensionSet Type to Connected

Example Call Sequences and their Effect on CDR Records42 CDR ManualExample Call Sequences and their Effect on CDR RecordsOne objective of the CDR reco

CDR and Workgroup CDR Search — Typical SearchesCDR Manual 43Sample CDR SearchesFigure 1. CDR record sessions for Example 1Example 2—External party cal

Example Call Sequences and their Effect on CDR Records44 CDR ManualFigure 3. CDR record sessions for Example 3

CDR Manual 45Records andData SchemaCHAPTER 5Records and Data SchemaThis section contains explanations of the CDR search results records, including the

CDR Manual 1Using CDR SearchCHAPTER 1Installing CDR Search on a Client SystemCDR Search is a client application that lets you search a Call Detail Rep

Search Results46 CDR ManualDetail WindowShown in “Call Details” on page 19Field DefinitionID Number assigned by CDR Search to this recordSession ID Un

Records and Data SchemaCDR Manual 47Records andData SchemaDNIS DNIS information for an incoming callAcct Code Account codeURL URL when “call” is initi

Search Results48 CDR ManualCaller ID Caller number for a call Caller Name Caller name for a call Target Type Call target line type (see Table 9, “CDRM

Records and Data SchemaCDR Manual 49Records andData SchemaWG Statistics Search Results WindowsHold Duration Duration while call was on hold or parkedT

Search Results50 CDR ManualIn Talk Time Sum of talk duration of incoming answered workgroup calls. Talk duration lasts from the time an agent answers

Records and Data SchemaCDR Manual 51Records andData SchemaTotal Wrap-up Time Total of Wrap-up duration (time while agent is in wrap-up state) for both

Search Results52 CDR ManualOut Talk Time Sum of talk duration of connected outbound workgroup calls. Talk duration lasts from the time the call is con

Records and Data SchemaCDR Manual 53Records andData SchemaTotal Wrap-up Time Total of wrap-up duration (time while agent is in wrap-up state) for both

Search Results54 CDR ManualCalls Answered Duration Sum of talk duration of incoming answered workgroup calls. Talk duration lasts from the time an age

Records and Data SchemaCDR Manual 55Records andData SchemaGroup Inbound Calls SummaryGroup Total Inbound CallsTotal of all inbound calls, including An

Pre-Installation Checklist2 CDR ManualPre-Installation ChecklistBefore installing CDR Search, make sure the following is done:• MAXCS ACC 6.5 or MAXCS

Search Results56 CDR ManualWithout VM Total of Calls Abandoned during VMAbandoned to App or OthersTotal of calls redirected to a target other than VM,

Records and Data SchemaCDR Manual 57Records andData SchemaTotal Wait Time for Abandoned CallsTotal of Wait Time (Queue Duration + Ring Duration) for A

Search Results58 CDR ManualData Schema This section describes the data schema used in CDR and RTM records.Table 1:AGENTACTIVITYDatabase ElementDefinit

Records and Data SchemaCDR Manual 59Records andData SchemaTable 2:AGENTPERWGSUMMARY1Agent per Workgroup Statistics during the time interval specified

Search Results60 CDR ManualTable 3:AGENTPERWGSUMMARY2NodeID Server ID (System ID) assigned to an MAXCS system in MaxAdminLONG value: 1–100 StartTime G

Records and Data SchemaCDR Manual 61Records andData SchemaNumInWGCallTotal inbound WG calls during intervalLONGNumInWGAnsweredNumber of incoming workg

Search Results62 CDR ManualTable 4:AGENTPERWGSUMMARY3Table 5:AGENTSUMMARY1NumOutWGHoldCount of outbound WG hold calls by agent (One call on hold multi

Records and Data SchemaCDR Manual 63Records andData SchemaTable 6:AGENTSUMMARY2GMTOffset Offset to GMT time, includes daytime savings, in seconds; ex:

Search Results64 CDR ManualTable 7:AGENTSUMMARY3DurInDirVM Total duration of direct inbound voicemail messageLONGNumInDirHold The number of direct inc

Records and Data SchemaCDR Manual 65Records andData SchemaTable 8:AGENTSUMMARY4uid Unique ID to link AGENTSUMMARY1LONGCountLogonWGCount of workgroups

Installing CDR Search on a Client SystemCDR Manual 3Using CDR Search3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpI

Search Results66 CDR ManualTable 9: CDRMAINDatabase ElementDefinition Type SpecificationVersion Version of the record LONG 2 = OE/ACM 5.0ANodeID Serve

Records and Data SchemaCDR Manual 67Records andData SchemaSequenceID A unique number to identify multiple records of same call (same Session ID), begi

Search Results68 CDR ManualCallerNum Caller phone number of an incoming call (extension number or off-net PSTN)CHAR(41)CallerName Caller name for an i

Records and Data SchemaCDR Manual 69Records andData SchemaTargetWGNum Target workgroup numberCHARWGSessionID A unique Session ID for workgroup callLON

Search Results70 CDR ManualHoldDuration Duration in seconds while a call is on holdLONGTalkDuration Duration in seconds of talk timeLONGRecordDuration

Records and Data SchemaCDR Manual 71Records andData SchemaExitState specifications (see database element ExitState on page 70):1 = Auto Attendant: ca

Search Results72 CDR Manual14 = Transfer Cancel: A calls B. B presses flash, calls C and is connected. Then B presses flash to disconnect C and connec

Records and Data SchemaCDR Manual 73Records andData Schema33 = Transfer Ring: A calls B. B presses Flash and dials C. While C is ringing, B drops and

Search Results74 CDR ManualCurNumAgentErrorTotal Agents Error (Snapshot at EndTime)LONGCurNumAgentBusyTotal Agents Busy (Snapshot at EndTime)LONGCurNu

Records and Data SchemaCDR Manual 75Records andData SchemaTable 11: WGSUMMARYIntvMaxLongestQTimeMaximum longest queue time in record's periodLONG

Downgrade Procedure4 CDR Manual

Search Results76 CDR ManualDayOfWeek Day of the week LONG 0 = Sunday 1 = Monday2 = Tuesday3 = Wednesday4 = Thursday5 = Friday6 = SaturdayWGNum Workgro

Records and Data SchemaCDR Manual 77Records andData SchemaDurInAbnInQ Total queue time of calls hang-up in queueLONGDurInAbnInQ_RingTimeTotal ring tim

Search Results78 CDR ManualDurInAbnToApp_RingTimeTotal Ring time for calls abandoned to add-on applications (in queue or never in queue)LONGNumInAbnTo

Records and Data SchemaCDR Manual 79Records andData SchemaDurInRecord Duration of inbound WG calls were recordedLONGNumOutConnectedNumber of WG outbou

Search Results80 CDR ManualTable 12:EXTINFORMATIONNumInAbnVmMsgWithinSLTNumber of calls leaving VM and with wait time less than or equal to Service Le

Records and Data SchemaCDR Manual 81Records andData SchemaTable 13:WGMEMBERLastName Last name of the extension CHAR (64)StartTime GMT timestamp when e

Search Results82 CDR ManualEndTime GMT timestamp when the extension is removedLONGStartTimeGMTOffsetOffset to GMT time when the extension is created,

CDR Manual 83GlossaryGlossaryAAbandonment - Incoming call where the caller decides to disconnect before completing a call processing state in the phon

84 CDR ManualCalls in Queue - The number of calls waiting in a queue for an agent or answering device.Carrier - Voice telephone network provider such

CDR Manual 85GlossaryIIn WG Average Duration - The amount of time, on average, calls spent waiting for a free agent while in a queue.Inbound - Calls a

CDR Manual 5Using CDR SearchCHAPTER 2Using CDR SearchCDR client offers three ways to search call records.• CDR Search lets you define a search by the

86 CDR ManualOOutbound - Calls placed by users of the phone system to the outside world over public or private trunk circuits within the MAXCS system

CDR Manual 87GlossaryOne supported area is tracking who placed an outbound call by business name or dialing plan. This name is called the project name

88 CDR ManualSScore - This may or may not be found in the reports created within Call Analyst depending on applications created by the customer, not C

CDR Manual 89GlossaryTalk Duration - The amount of time, totaled or averaged, that an extension services an incoming or outgoing call. Average talk du

90 CDR Manual• The structure of user data is an array or buffer of name-value pairs. You can have as many pairs as you wish, but the total buffer is o

CDR Manual 91GlossaryThe wrapup time can be a fixed number of minutes after which the agent is forced back into taking calls, or it can be variable, c

92 CDR Manual

IndexCDR Manual 93IndexAAGENTACTIVITY 58AgentActivity 81AGENTPERWGSUMMARY1 59, 60, 62, 64AGENTSUMMARY 62, 64Ccalldetail 25sequences 42call reports, e