Home

Avaya Call Detail Recording System User's Manual

1. Configuring the Central Client The Central Client is the application running on the central server that accesses the Business Communications Manager systems and downloads the Call Detail Recording data files The Central Client is typically a custom application that was created by your company or by an external vendor for your company The advantage of a custom Central Client is that the application can be designed to work with your choice of operating systems and can be integrated with your existing databases If you are using a custom Central Client refer to the documentation that came with the Central Client for information about configuring the client If your company does not have or require a custom Central Client a sample Central Client is included on the Business Communications Manager system For information about how to install the sample Central Client refer to Install CDRClient application on page 69 The sample Central Client named CDR Pull Client is installed at the same time the CDR Client is installed P0993139 01 43 Chapter 3 Call Detail Recording Reports Call Detail Recording provides two types of report e SL I reports e Norstar reports SL 1 reports Use the SL 1 report when the you are supplying the output to legacy commercial accounting package or equipment SL 1 reports are in the form of one or two lines in ASCII characters This section describes the SL 1 reports and explai
2. PRI Call by call service When the ISDN Primary Rate Interface PRI trunk is installed in the Business Communications Manager server Call Detail Recording provides PRI Call by call service information as part of the CLID call records in Norstar CLID format The record provides both the service type and service ID for incoming and outgoing calls Figure 42 shows an example of an incoming call using the TIE service with service ID 0 and the corresponding outgoing call using the PUBLIC service Refer to Sample PRI on page 56 Call Detail Recording System Administration Guide 56 Norstar reports Norstar reports Figure 42 Sample PRI DN BC PR BC PR seseu esd 01 01 98 CALLING NUMBER NAME UNKNOWN 00 00 00 OUT DIGITS DIALED S NUMBER SPEECH SERVICE 00 00 00 INCOMING CALL 00 01 35 CALL RELEASED sken 01 01 98 01 SPEECH SERVICE GOING CALL 00 01 35 CALL RELEASED 01 38 00 LINE 0001 STN 221 00 LINE 0023 STN 223 6135551212 UNKNOWN 9772210 TIE 0 RINGING 0 00 PUBLIC 9772210 Note Business Communications Manager only supports PRI with the necessary hardware installation and the PRI trunks configuration to deliver PRI call by call service information Voice over IP calls Calls both incoming and outgoing that use the Voice over IP VoIP protocol appear in the CLID report Figure 43 shows an example of an incoming call using Voice over IP Refer to Sample
3. Identification service 56 K Keys 19 L Language Report 21 Long distance Prefix filter 22 30 Market Parameters accessing 28 N Norstar report 58 Norstar Target line 55 p Physical lines Call Detail Recording System Administration Guide 78 Index Norstar 54 SL 1 47 Prefix Bin Settings accessing 30 Primary Rate Interface 55 Printable line 60 Programming Business Communications Manager Call Detail Recording parameters publications related 13 R Remote administration 73 Report filter 22 Report format Norstar 21 48 49 Norstar All 52 Norstar Real Time 51 Norstar Standard 49 Norstar call charges 66 SL 1 20 43 SL 1 CLID 46 SL 1 field definitions 44 SL 1 Report options 45 SL 1 Standard 45 SL 1 Call charges 47 Reportlanguage 21 Reportlogs 43 Report Options accessing 25 Report Parameters accessing 19 Report type Norstar 48 SL 1 43 Reports Bearer capability 55 Busy 54 SL 1 43 S Summary accessing 18 Suppress Length Settings 32 T Target lines SL 1 47 text conventions 11 U Unified Manager Diagnostics 17 P0993139 01
4. Note For more information refer to the Programming Operations Guide that came with your system CDR User Management Under User Management you can create a new user profile e modify user privileges e delete a user name Call Detail Recording System Administration Guide 72 CDR Group User Administration CDR Group User Administration Create a user profile To add a user name Start Unified Manager 2 Click the Management key and then click the UserManager heading The User Profile screen appears 3 On the Configuration menu click Add User The User Profile dialog box appears In the User Name box enter the user name for this user account In the Password box enter the password for this user account In the Confirm Password box enter the password again In the Member Of box click CDRUserGroup Click the Save button O N Oo A The user now has access to Call Detail Recording records Modify user privileges To modify privileges a user can access Start Unified Manager 2 Click the Management key and then click the UserManager heading The User Profile screen appears Click on the user name On the Configuration menu choose Modify User The User Profile dialog box appears 5 Modify the access privileges Click Save The user s privileges are now changed Delete a user name To delete a name from a user list Start Unified Manager 2 Click the Management key and then click the
5. SL 1 CLID reports The SL 1 CLID report consists of two lines The CLID information if available appears in the third character position of the second line The CLID number is always 16 digits Any missing numbers are represented by an x If there is no CLID Information available then no CLID Information report is delivered Figure 16 shows an example of an incoming call on line 38 to station set 2221 with CLID enabled The CLID number available is 4037692000 Refer to Sample incoming call with CLID on page 46 Figure 16 Sample incoming call with CLID N 034 00 T038000 DN2221 04 04 15 32 00 10 24 4037692000xxxxxx Figure 17 shows an example of an incoming call on line 37 to station set 2211 with Call Information enabled and the CLID number is not available Refer to Sample incoming call with Call Information and without CLID on page 46 Figure 17 Sample incoming call with Call Information and without CLID N 035 00 T037000 DN2211 04 04 14 22 00 12 04 Figure 18 shows an example of an incoming call on line 38 to station set 7447 and transferred to station set 2223 Call Information is enabled and the Call Information number available is 4032919001 Refer to Sample incoming call transferred with Call Information available on page 47 P0993139 01 SL 1 reports SL 1 reports 47 Figure 18 Sample incoming call transferred with Call Information available S 029 00 T038000 DN7447 04 04 15 0
6. Figure 62 shows an example of the line indicating when the user or caller enters an invalid password Refer to Sample invalid password line on page 63 P0993139 01 Norstar reports Norstar reports 63 Figure 62 Sample invalid password line 00 00 00 INVALID PASSWORD Figure 63 shows an example of the line indicating when an account code is entered Account codes can be a maximum of 12 digits Refer to Sample account code line on page 63 Figure 63 Sample account code line 00 00 00 ACCOUNT CODE XXXXXXXXXXXX Figure 64 is an example of the line indicating when a password is entered The password ID is a maximum of two digits 00 99 The report indicates the password override ID and not the password itself Refer to Sample password on page 63 Figure 64 Sample password 00 00 00 RESTRICTION PASSWORD XX Figure 65 shows an example of the line indicating the last line of a call report if the call states are missed or if a call is missed altogether It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report Refer to Sample last line on page 63 Figure 65 Sample last line REPORTS LOST Figure 66 shows and example of the line identifying the physical line of an incoming call on a target line The line number is fixed at four digits with leading zeros Refer to Sample physical line on page 6
7. incoming call with VoIP on page 56 Figure 43 Sample incoming call with VoIP BC 00 00 00 NO Pi 12 03 99 CALLING NUMBER NAME UNKNOWN SPEECH VOIP CALL ANSWER 14 36 00 LINE 0035 7355303 UNKNOWN RINGING 0 02 Dialed number identification service Certain trunk types support the delivery of Dialed Number Identification Service DNIS Call Detail Recording supports the reporting of DNIS as part of the CLID call reports Both the Norstar CLID and Norstar Real Time format support DNIS reporting Figure 44 shows an example of an incoming call with DNIS information Refer to Sample incoming call with DNIS on page 57 P0993139 01 Norstar reports Norstar reports 57 Figure 44 Sample incoming call with DNIS pig SosceS 01 01 99 01 38 00 LINE 0001 STN 221 CALLING NUMBER 6135551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 9772210 BC SPEECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00 01 35 CALL RELEASED Note Business Communications Manager only support DNIS with the necessary hardware installation and trunk configuration to deliver DNIS information Call connected digit separator Normally Call Detail Recording reports all the digits the user dials to connect a call The digits can include digits responding to prompts from the Automated Attendants extension transfer or voice mail service To identify the digits dialed to connect the call and digits dial
8. BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 28 shows an example of an abandoned no answer incoming call with CLID Refer to Sample call with CLID not answered on page 50 Figure 28 Sample call with CLID not answered a aaa 04 04 99 20 30 00 LINE 0035 CALLING NUMBER 4032919123 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 3 15 Figure 29 shows an example of a call report with CLID number truncated Refer to Sample call with truncated CLID on page 51 P0993139 01 Norstar reports Norstar reports 51 Figure 29 Sample call with truncated CLID CALLING NUMBER NAME UNKNOWN BC SPEECH 00 00 00 INCOMING CALL 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Gee 04 04 99 12512501 LINE 0013 STN 7465 12345678901 UNKNOWN RINGING 0 32 Figure 30 shows an example of a call with only a partial CLID number Refer to Sample call with partial CLID on page 51 Figure 30 Sample call with partial CLID CALLING NUMBER NAME UNKNOWN BC SPEECH 00 00 00 INCOMING CALL 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED a oat 04 04 99 124 12501 LINE 0013 STN 7465 1234567890x UNKNOWN RINGING 0 32 Norstar Real Time report format Real Time call records are one line long All Real Time records begin with an asterisk to differentiate them from non Re
9. CLID Note Call Detail Recording reports only the CLID Information for lines that are capable of delivering CLID Calls on non CLID capable lines are reported in SL 1 Standard report format Norstar reports Use the Norstar report format for more detailed and concise call reports Note For more information about Norstar reports refer to Norstar reports on page 48 mp Assign the Norstar report type From the Report Parameters window you can assign the Norstar report type as Standard CLID Real Time or All To assign or change Report Parameters 1 Click the Report Parameters key The Report Parameters window opens In the Format list box select Norstar In the Report Type list box select Standard CLID Real Time or All Report Language If your Business Communications Manager server supports other languages select either English or one of the alternate languages The Report Language default is English To assign or change the Report Language 1 Click the Report Parameters key The Report Language window opens 2 From the Report Language list box select English or an alternate language Note The Report Language you select only affects Call Detail Recording reports The language assigned to each telephone determines the language used in the Account codes Call Detail Recording System Administration Guide 22 Unified Manager Unified Manager Report Filter The Report Filter option
10. Push Transfer When you use a Push Transfer the Business Communications Manager system sends the Call Detail Recording data files to the central server The advantage of the Push Transfer is that you configure the data transfer parameters on the Business Communications Manager system using Unified Manager No additional applications are required You can use the Push Transfer to send Call Detail Recording data files from any number of Business Communications Manager systems but it is most beneficial when you are transferring from a smaller number of systems Data File Pull Transfer When you use a Pull Transfer an application running on the central server the Central Client downloads the Call Detail Recording data files from the Business Communications Manager system When you use a Pull Transfer you configure the data transfer parameters on the Central Client The advantage of the Pull Transfer is that the central server determines the rate that the data files are transferred so the central server cannot easily be overloaded with transfer information You can use the Pull Transfer to transfer Call Detail Recording data files from any number of Business Communications Managers but it is most beneficial when you are transferring from a large number of systems Call Detail Recording System Administration Guide 38 Unified Manager Unified Manager Features of Data File Transfer e You can schedule a data file transfer so that the Busine
11. Size 100KB CDR Disk Space Limit MB Table 4 shows the parameters you can configure using the Report options window Refer to Xj Enable wv File size v 14 400 Report Options parameters on page 25 Table 4 Report Options parameters Date Format MM DD YY DD MM YY YY MM DD Header Format Mo du M DNIS Info Disable Enable Connect Char Disable Enable Clip File Schedule Daily Weekly Monthly File size File size 100KB 14 1 400 KB Disk Space Limit 400 MB Caution Some of the above parameters are market specific If the parameter value does not match the trunk property Call Detail Recording can produce incorrect reports If you are using a Call Accounting package to process reports consult your software vendor before you make any changes File size is used only when this option is selected in the Clip File Sche dule Call Detail Recording System Administration Guide 26 Unified Manager Unified Manager Date Format The Date Format includes the day month and year There are three date formats Select one of the following e MM DD YY e DD MM YY e YY MM DD The default Date Format is MM DD YY This parameter affects only the Norstar Record Format It is intended to provide market compatibility To assign or change the Date Format 1 Click the Report Options key The Report Options window opens 2 In the Date Format list
12. allows you to specify the type of calls to be collected Select one of the following e All calls e Outgoing calls only e Calls that match the prefix strings on long distance e Calls with Account codes only Only one of the above reports can be selected at a time The Report Filter default is All and can be changed from the Call Detail Recording Report Parameters window All calls Call Detail Recording reports all incoming and outgoing calls Outgoing calls only Call Detail Recording only reports on outgoing calls Incoming calls are not reported Prefix strings Call Detail Recording reports calls matching the pre determined long distance digit strings The purpose of the Prefix option is to report only long distance calls calls to certain area codes or calls to specific numbers If you select the Prefix Report filter you must also specify the prefix digits If the first digits dialed match one or more of the programmable prefix strings the call is reported otherwise the call is not reported You can have a maximum of eight prefix strings assigned at one time The maximum length for each prefix string is eight digits Note The Prefix filter defaults are O 1 90 91 411 and 9411 Invalid Password attempts gt are reported regardless of the Report Filter selected Account Code Call Detail Recording reports only calls with account codes associated with them To assign or change a Report Filter 1 Click the Report P
13. box select MM DD YY DD MM YY or YY MM DD Header Format There are two kinds of Header Format Select one of the following e Line Station e Source Destination The Header Format default is Line Destination This parameter applies to the Norstar Record Format only The Line Station format always reports the line number followed by the station number The Source Destination format always reports the number placing the call followed by the number receiving the call Incoming calls are reported in the Line Station format Outgoing calls are reported in the Station Line format To assign or change the Header Format 1 Click the Report Options key The Report Options window opens 2 Inthe Header Format list box select Line Station or Source Destination DNIS Info The Dialed Number Identification Service DNIS provides the number the caller dialed to reach the Business Communications Manager system You can enable or disable the DNIS Info parameter The DNIS Info default is Enabled This parameter applies to the Norstar Record Format only Not all trunks support DNIS To enable or disable the DNIS Info options 1 Click the Report Options key The Report Options window opens 2 Inthe DNIS Info list box select Enable or Disable P0993139 01 Unified Manager Unified Manager 27 Connect Char Characters Normally Call Detail Recording reports all the digits the user dialed to connect a call The digits can include
14. control record security To install the CDRClient application 8 9 Exit any Windows programs that are running Disable any anti virus programs that are running On the Unified Manager front page click the Install Clients button The Client Install Application page appears Click the CDR Client Wrapper link The Call Detail Recording page appears Click the Download CDR Client Wrapper button A file download window appears Select Save this program to disk and click the OK button The SaveAs dialog appears Choose a location to save this file to and click the Save button The file begins downloading When the file is finished downloading click the Close button Double click the CDRClientWrapper exe file 10 Follow the instructions on the display to complete the installation Note The CDRClientWrapper exe file installs the CDRC lient and the CDR Pull Client 11 When completed CDRClient appears under the Start menu Call Detail Recording display CDRClient allows you to monitor records remotely as calls occur To access CDRClient 1 2 Click the Start button point to Programs Point to and click CDRClient The CDRC lient window appears Call Detail Recording System Administration Guide 70 Call Detail Recording display Call Detail Recording display The CDRClient window Using CDRC lient you can view and print records Figure 79 shows an example of the CDRC lient window Refer to CDRC lien
15. default setting is Enabled This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Support Call Charge Call Detail Recording supports charges on calls The Support Call Charge default setting is Disabled This parameter is market specific Do not change the default unless the trunk supports this feature Answer Supervision Call Detail Recording identifies the telephone number answering outgoing calls The Answer Supervision default setting is Disabled This parameter is market specific Do not change the default unless the trunk supports this feature Call Filter Duration Call Detail Recording reports the length of all outgoing call connections The Call Filter Duration default setting is 2 seconds The duration range is zero to 30 seconds Hospitality Record Call Detail Recording represents four states of room occupancy vacant basic mid and full Room number lengths range from one to five digits Assign or Change Market Parameters To assign or change the Market Parameters 1 Click the Market Parameters key The Market Parameters window opens From the CLID With Name list box select Enable or Disable From the Long CLID Support list box select Enable or Disable Call Detail Recording System Administration Guide 30 Unified Manager Unified Manager From the CLID With Call Type list box select Enable or Disable From the Support Call Charge list b
16. iius emu s sd seen x Bede Rete REG 61 Sample unanswered call line reses rss eee 61 Sample DUE NE AA AS 61 Sample hold and off hold lines 000 cee eee ena 61 Sample conference start and end lines 0 0 00 eee eee 62 Sample call transfer line ss sc sams n cda sc bedbee h ee 62 Sample call transfer from line sssosooseersererse rss r ers ee 62 Sample end Call ING is kaba map oe ds Bp AA o o TIT 62 Sample digits dialed line 0 00 cece rss sr ss ee 62 Sample invalid password line 000 eee eee 63 Sample account code line eens 63 sample passWwoll a mama a Baden ke Eder mm DAS f minded os 63 STEL ez 0138 ee ie rer ber bd er Ag ke R VR GT AA 63 Sample DIY SEAN NOS uoo d qux quart du ped ret ri qus dde 63 sample GLID inter adlidhi ssis pase eo ede desanees douse cideouaveess 64 Sample Tao SIUS casada CEPR eap d ode Capit aei i apod 64 Sample external call forward llle 64 Sample room status vacant ers rer rer rna 65 Sample room status basic isses sese AKA we RRR 65 Sample room Status Mid agawa desu ds BA dee NAAT bo RER 66 Sample room Status full AA 66 Sample charges in dollars liliis 66 Sample charges in lira llli 66 Sample charges In alt uiae Res dca Rog icd KANA AHE AGA de ic decia d d 66 Sample with no Charges os sre ass vc see ere mE diudi atirini 67 Sample charges not available s eese enn 67 GDPROSDWI
17. option uses the Push method of Data File Transfer To transfer the Call Detail Recording information immediately 1 Start Unified Manager Click the Services key and then click the Call Detail Recording key Click the Data File Transfer heading The Data File Transfer screen appears 4 Set the parameters on the Data File Transfer screen to specify the server to which the Call Detail Recording information is sent For information about the parameters on this screen refer to Table 7 on page 39 Note When using the Transfer Immediately option the following fields are not used and can be ignored Transfer Type Transfer Time Transfer Day Day of Week and Day of Month 5 On the Configuration menu click Transfer immediately The Business Communications Manager starts transferring Call Detail Recording information to the specified server Transferring the Data Files using a Pull transfer To transfer Call Detail Recording data files using a Pull transfer you must e Setup a Call Detail Recording user account on the Business Communications Manager system e Set the Data Transfer type to Pull e Configure the Central Client to start the transfer Setting up the Call Detail Recording user account To ensure the security of the Call Detail Recording data files any user including the Central Client must use a special Call Detail Recording user account to access the directory where the files are stored You must set up this user a
18. the line indicating when a call is externally forwarded Extension 221 is responsible for the external call forward event Refer to Sample external call forward on page 64 Figure 69 Sample external call forward EXT CALL FWD STN 221 REASON CFAC Norstar Real Time record description The Real Time record is one line long beginning with an asterisk to differentiate it from other Norstar records This record contains eight fields date in MMDDYY format e time in HHMMSS format line number associated with the call e station set number associated with the call e CLID number e CLID name or DNIS number e call type call state The date field is a fixed length of six digits MMDDY Y The month day or year are preceded by a leading 0 to keep the field length fixed For example 010501 is January 5 2001 The time field is a fixed length of six digits HHMMSS There are no separators between hour minute and second The line field shows the call being tracked The line is fixed at four digits and can have leading zeros For example 0019 is line 19 As the Real Time Hospitality record does not use the third field it does not contain any characters and appears blank P0993139 01 Norstar reports Norstar reports 65 The station set number field shows the station set associated with the call Station set numbers range from two to seven digits If the number is less than seven digits there are no leadi
19. time Each code is a maximum of five digits and can be associated with a suppression number equal to the length of the PIN The first digits dialed are compared to the Access Bin Settings If there is a match the next digits are suppressed The number of digits suppressed equals the value in the suppress field for that code Only the Access Bin Settings numbers and the remaining digits excluding the PIN are printed in the output report Assign or Change Access Bin Settings and Suppress Length Settings To enter or change the Access Bin Settings 1 Click the Access Bin Settings key The Access Bin Settings Suppress Length Settings window opens 2 In the Access 1 list box enter the access code 3 Inthe Access 2 through Access 5 list boxes enter the access code as required To enter or change the Suppress Length Settings 4 Inthe Suppress 1 list box enter the Suppression Setting 5 Inthe Suppress 2 through Suppress 5 list boxes enter the Suppression Setting as required Note You can suppress a maximum of 16 digits following the Access Bin Settings gt Saving configuration changes The Call Detail Recording Administration feature of Unified Manager enables you to maintain a copy of all options and parameters When you complete the configurations and changes required to all parameters follow the procedures below to save and implement them Changes do not apply until you select the Commit option or reboot the system When you cl
20. 2 4032919001xxxxxx E 030 00 T038000 DN2223 04 04 15 07 4032919001xxxxxx SL 1 Target line Physical lines When target lines are used on digital trunks reports show both the target line number and the physical line number Figure 19 shows an example of an incoming call on target line 103 and transferred to another station set The physical line is 37 Refer to Sample target line transfer on page 47 Figure 19 Sample target line transfer S 029 00 T037103 DN7499 04 04 15 02 E 030 00 T037103 DN7370 04 04 15 07 Auto Attendant and Call Center station set numbers When the Auto Attendant answers incoming calls the station set number reports as the DN of the Auto Attendant When Call Center answers incoming calls the station set number reports as the Control DN CDN of the Skillset that answered the call Advice of charges at end of call AOCE On ISDN ETSI lines only the cost of a call is available on an SL 1 record Cost appears in dollars or pulse units The maximum amount chargeable to an SL 1 account is 999999 or 99999 units Figure 20 shows an example of end of call with currency charges of 123 45 The amount is rounded down to the nearest dollar Refer to Sample end of call with charges rounded down on page 47 Figure 20 Sample end of call with charges rounded down N 003 00 DN0285 T181000 07 19 16 43 00 00 02 999 00000 000123 Figure 21 shows an example of end of call with currency ch
21. 3 Figure 66 Sample physical line LINE XXXX Figure 67 shows an example of the lines indicating when CLID information is available The calling number shown can be a maximum of 12 characters of which a maximum of eleven can be digits If a number received by the Business Communications Manager server is longer than eleven digits then a is the first character followed by the eleven least significant digits The name can be a maximum of 15 characters Each of the number and name can show UNKNOWN The third line is the call type It shows either LONG DISTANCE or UNKNOWN if call type information is not available The DNIS number if available appears after the call type It is followed by the Bearer Capability The last line is the PRI Call by call service which appears only when the PRI service information is available Refer to Sample CLID information on page 64 Call Detail Recording System Administration Guide 64 Norstar reports Norstar reports Figure 67 Sample CLID information CALLING NUMBER XXXXXXXXXXX NAME XXXXXXXXXXXXXXX UNKNOWN DNIS NUMBER XXXXXXXXXX BC SPEECH PRI SERVICE TIE XXXXX VOIP CALL Figure 68 shows an example of the lines indicating when the room occupancy status of room 12345 changes to vacant Refer to Sample room status on page 64 Figure 68 Sample room status SSS 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Figure 69 shows an example of
22. 349876 BC SPEECH 00 00 00 INCOMING CALL RINGING 0 15 00 00 20 HOLD 00 00 25 TRANSFERRED a 03 02 98 15 50 00 LINE 0022 STN 7169 00 00 00 FROM TRANSFER 00 00 00 UNHOLD 00 02 00 CALL RELEASED Auto Attendant and Call Center station set numbers When the Auto Attendant answers incoming calls the station set number reports as the DN of the Auto Attendant When Call Center answers incoming calls the station set number reports as the Control DN CDN of the Skillset that answered the call Standard Hospitality record format The Hospitality record represents four states of room occupancy vacant basic mid and full Room number lengths range from one to five digits Figure 34 shows an example of a Standard Hospitality record with room 12345 status set as vacant Refer to Sample room status vacant on page 53 Figure 34 Sample room status vacant AG 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Figure 35 shows an example of a Standard Hospitality record with room 732 status set as basic Refer to Sample room status basic on page 53 Figure 35 Sample room status basic peces 23 01 98 23 49 00 STN 732 HOSPITALITY BASIC Figure 36 shows an example of a Standard Hospitality record with room 73 status set to mid Refer to Sample room status mid on page 54 Call Detail Recording System Administration Guide 54 Norstar reports Norstar reports Figure 36 Sample room
23. 398 234900 12345 HV Figure 71 shows an example of a Real Time Hospitality record showing room 732 status set to basic Refer to Sample room status basic on page 65 Figure 71 Sample room status basic 012398 234900 732 HB Figure 72 shows an example of a Real Time Hospitality record showing room 73 status set to mid Refer to Sample room status mid on page 66 Call Detail Recording System Administration Guide 66 Norstar reports Norstar reports Figure 72 Sample room status mid 012398 234900 73 HM Figure 73 shows an example of a Real Time Hospitality record showing room 7 status set to full appears below Refer to Sample room status full on page 66 Figure 73 Sample room status full 012398 234900 7 H F Advice of charges at end of call On ISDN ETSI lines only the cost of a call is available on a Norstar record Cost appears in dollars or pulse units Figure 74 shows an example of end of call currency charges of 123 45 Refer to Sample charges in dollars on page 66 Figure 74 Sample charges in dollars Danka 07 19 00 16 13 11 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 54672 CALL CHARGE 123 45 00 00 08 CALL RELEASED Figure 75 shows an example of end of call currency charges of 123 Lira Refer to Sample charges in lira on page 66 Figure 75 Sample charges in lira ILE 07 19 00 16 16 56 LINE 01
24. 81 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 98 CALL CHARGE 123 Lira 00 00 03 CALL RELEASED Figure 76 shows an example of end of call pulse charges of 456 units Refer to Sample charges in units on page 66 Figure 76 Sample charges in units SA 07 19 00 16 28 15 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 546 CALL CHARGE 456 PULSES 00 00 04 CALL RELEASED Figure 77 shows an example of end of call with no charges Refer to Sample with no charges on page 67 P0993139 01 Norstar reports Norstar reports 67 Figure 77 Sample with no charges 00 00 00 00 00 03 07 19 00 LINE 0181 BC SPEECH OUTGOING CALL DIGITS DIALED 55 CALL CHARGE 0 CALL RELEASED 16 29 40 LINE 285 Figure 78 shows an example of end of call with charges not available Refer to Sample charges not available on page 67 Figure 78 Sample charges not available 00 00 00 00 00 02 07 19 00 LINE 0181 BC SPEECH OUTGOING CALL CALL RELEASED 00 00 02 CALL RELEASED 16 26 13 LINE 285 Call Detail Recording System Administration Guide 68 Norstar reports Norstar reports P0993139 01 69 Chapter 4 Install CDRClient application The CDRC lient application allows you to administer remotely the domain and user access to the Call Detail Recording records You can view and print records You also
25. BOON aos thaa dE aq RPERG QS AX RES AG ET aide a 70 P0993139 01 Tables Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 Table 8 Table 9 Table 10 Table 11 Summary window parameters 2 2 esse roses ra 18 Poro raO agri einir AA AA 20 Sample Account CodeS sssi usas Gd RE ac ao a CI ac ees 23 Report Options parameters ser essensen 25 The Market Parameters window parameters 28 Configuration reminder window lese elles 33 Data File Transfer parameters unana aana 39 Field definitions tor INET a sem sees ss RR REEL ERES ERES 44 Field definitions Tor line 2 iuuat otn RR oce WAG 44 Report options and letter codes ess rss eee eens 45 Report options and letter codes rss rss rer rea 51 Call Detail Recording System Administration Guide 10 Tables P0993139 01 11 Preface Your Business Communications Manager telephone system has many features that you can customize to keep up with changes in your workplace This guide provides information about how to program a Business Communications Manager telephone This information includes items such as programming personal speed dials transferring a call and using special features Some of the features included in the Business Communications Manager telephone system are conference calls group listening group pickup directed pickup and call tracking This
26. Blank space 10 16 OrigID TXXXXXX Line number DNXXXX STN number CF00001 Conference number 17 Blank Blank space 18 24 TerlD TXXXXXX Line number DNXXXX STN number 25 37 Blank Blank space 38 48 TimeStamp MM DD HH MM Time stamp 49 Blank Blank space 50 57 Duration HH MM SS Call duration 58 Blank Blank space 59 90 Digits XXX X Dialed digits 50 61 AccCode XXX X Account code C report Table9 Field definitions for line 2 Column Name Format Definition 3 18 CLID XXX X CLID number 11 15 AOCE XXXXXX XX Call charges 11 15 Pulse Charge nnnnn Pulse charge for the call Valid only for ETSI ISDN 00000 32767 lines which support AOCE 17 22 Currency nnnnn Currency charge for the call Valid only for DASS2 and Charge 000000 999999 ETSI ISDN lines which support AOCE P0993139 01 SL 1 reports SL 1 reports 45 SL 1 report options Call Detail Recording generates the SL 1 report options using letter codes as shown in Table 10 Refer to Report options and letter codes on page 45 Table 10 Report options and letter codes Letter code Report option l Initialization report Normal report Start report End report Authorization report Charge report zo miouz Conference Charge report The I Initialization report option contains only the report type and time stamp The S Start option E End option M Conference charge opt
27. CLASS CLID CMS DID DISA DN DND DNIS DRT ERC ETSI HS IP ISDN ISO KB LAN MB PC PBX PIN PRI Alarm Advice of charges at end of call Analog Station Module Analog Terminal Adapter Basic rate interface Call Detail Recording Call Forward all Calls Call Forward Busy Call Forward No Answer Custom Local Area Signalling Service Calling Line Identification Call Management Services Direct inward dial Direct inward system access Directory number Do not disturb Dialed Number Identification Services Delayed Ring Transfer Express routing code European Telecommunications Standards Institute Hospitality services Internet Protocol Integrated Services Digital Network International Organization for Standardization Kilobyte Local Area Network Megabyte Personal computer Private branch exchange Personal Identification Number Primary Rate Interface P0993139 01 Related publications 13 RC Room condition RO Room occupancy SLR Selective line redirection URL Uniform Resource Locator WAN Wide Area Network Related publications For more information about using Business Communications Manager 3 0 refer to the following publications e Programming Operations Guide This document provides more information about using Unified Manager Call Detail Recording System Administration Guide 14 Related publications P0993139 01 15 Chapter 1 Introduction The Nortel Networks Busin
28. DID on page 54 Figure 39 Sample busy call with DID 03 02 99 15 09 32 LINE 0235 00 00 00 BUSY LINE 0035 P0993139 01 Norstar reports Norstar reports 55 Target line busy A call rings busy when a target line is involved with a call and a second incoming call tries to use the same line Call Detail Recording produces a busy report but does not include the target line information Figure 40 shows an example of a call to a busy target line Refer to Sample busy call on a target line on page 55 Figure 40 Sample busy call on a target line 03 02 99 14 36 02 LINE 0035 00 00 00 BUSY Call Detail Recording reports busy only if the Business Communications Manager server is programmed to provide busy treatment Bearer capability data When you assign Call Detail Recording to report in the Norstar CLID report format Call Detail Recording provides Bearer capability information associated with the call Figure 41 shows an example of an incoming call with Bearer capability data Refer to Sample incoming call with Bearer capability on page 55 Figure 41 Sample incoming call with Bearer capability mange ee 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 0 02 Note This information appears in the Norstar report when the Business Communications Manager server supports Bearer capabilities
29. FTP Alias Allows you to specify an FTP alias on the central server where the Call Detail Recording information is transferred An example of a Destination FTP Alias is NTelephone systems Call Records In the central server configuration you must grant FTP writing permission on this location for the user name you entered in the Remote User box and the password you entered in the Remote Password box The Destination FTP Alias can be up to 47 characters Note If you leave the Destination FTP Alias box blank the Call Detail Recording files are transferred to the ftp home directory for that particular userid Number of Retries Allows you to specify the number of times that Business Communications Manager attempts to send the Call Detail Recording information to the central server when a data file transfer fails Enter a value from 0 to 10 as the Number of Retries If you enter a value of 0 Business Communications Manager does not attempt to send the data again The default for this parameter is O Call Detail Recording System Administration Guide 40 Unified Manager Unified Manager Table 7 Data File Transfer parameters Setting Description Delete file after Transfer Allows you to specify if the Call Detail Recording data files are deleted from the Business Communications Manager after the files are successfully transferred to the central server Select Yes to delete the files after they are suc
30. Part No P0993139 01 Business Communications Manager 3 0 Call Detail Recording System Administration Guide RTEL NETWORKS Copyright 2001 Nortel Networks All rights reserved July 9 2002 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0993139 01 Contents FIQUIGS ac sma ARA EARARAAARARARARARARARAARRGAARARRAZSANAATAZ amp EAEAAd AAA SAAA 7 TADICS abe faked sen 5 KAN BE RAGABGBIRBERAGABERAN ede RR ee 9 Pref C 6264466000554 60056 0900968 TAATATAER AAA ARR ARA RUE ACA 11 Bere OU OS tec eds Rd a OR eek Rd Oed en AA 11 Emergency 911 DGG cade E dS E br Radar d EE datis EC PR Rd AGA 11 TACONES kha debe C Rar dok dr E SAX POR PDA AS RATS PGH C Rd 11 POOR s cb qund igi ddp dura dab pec uad d ida dd ek od dod RE ME 12 Related publicalolg 4 31 gt s 4 ocd RR 3U RO SEERA renerien RE Ra 13 C
31. R ow dao AA 27 Call Detail Recording System Administration Guide 4 Contents The Market Parameters sosse os ee eee eens 28 CON aaa TEST TIO KAALA ABER KAG AAAH LABALA 29 Lang GLID SUPPO 4 wagas DAG evede anc dob CR eee RR CR pr KALARO KALA 29 CUI Mi Cal TG aap BAGAN deae dedi wea E NR ERE 29 Support Gall Charge o uueesuenuxetuemeRax4xResmPezaupbeed bu x eds 29 Answer SUpervisignh cpa ns LANG xad zx BR dox oh Ade ted meee D LR a 29 Gall Filter DUON uua aa dare SA RGE A A PAG Rag dq 4G Re qid 29 Hospitali Hae uisu 44 64 e Race RA AA De APSR GC X FA DNR RR 29 The Prot BIO SD NIS addc c ad der idee dca dae ode diu a ee ita A 30 FIBI Te ss era E T A E e T E NEEAABEEX KENA qM ux t 30 The Access Bin SalingS isrie die dl Ardre ras 4365 R4 XR RR EAE REA 31 Access Bin Settings 1 cad ace dur aede RC RR C C CR nd awe ew do e acc i 32 Suppress LENGIN Settings KAMAG ms sades eR BAAL 4 KAKA 32 Saving configuration changes rer sees rer res 32 The Conliguretion END ose 3 ie ece decd a a seas dead REC RH ace CR CR CRAS 33 Conguralian COMMUNE usa ems eee se RENAR RA RR E Es 33 Configuration Undo uus sia ausu Ake deae c HG Ck ec Cea 34 Configuration PAP 35 Data File WARSI rasaaskaxqusax tcx weder DEM eke LER ER eda 37 Methods of Data File Transfer scelus a ee k RR RR xx 37 Features of Data File Transfer 00 0000 cece 38 Central server requirements 0c c eee teens 38 Scheduling the Push transfer o
32. UserManager heading The User Profile screen appears 3 Click on the user name 4 From the Configuration menu choose Delete User The user profile is now deleted from the list P0993139 01 CDR User Management additional information CDR User Management additional information CDR User Management additional information Call Detail Recording Domain User Management in the previous section uses a domain server network as an example for the launch permission administration In addition the Business Communications Manager server must be registered as a member server of the domain The configuration differs for a peer to peer network In this case the Business Communications Manager server is not registered as a member server in the network This appears in the CDR Group User Administration in the previous section The group user accounts must exist in the Business Communications Manager server before the CDR server launches permission administration The Business Communications Manager server takes responsibility to verify if the users have the right launch permission If the remote PC is a Windows NT workstation ensure the user accounts in the launch permission list exist on both the server and the client PC with matching passwords When the user logs in to the remote PC using one of the authorized user accounts the user has the launch permission to the Business Communications Manager server The System Administrator can administe
33. XX MM DD YY HH MM SS LINE XXXX LINE XXXX MM DD YY HH MM SS LINE XXXX mE us MM DD DY HH MM SS RECORD RESTART 00 00 00 INCOMING CALL RINGING 0 00 00 00 00 OUTGOING CALL 00 00 00 NO ANSWER RINGING 0 00 00 00 00 FROM TRANSFER 00 00 00 INVALID PASSWORD 00 00 00 HOLD 00 00 00 UNHOLD 00 00 00 ACCOUNT CODE 123 00 00 00 BUSY DIGITS DIALED 9369552 00 00 00 CONFERENCE STN2 7425 00 00 00 CONFERENCE LINE2 0052 00 00 00 CONFERENCE END 00 00 00 RESTRICTION PASSWORD 99 00 00 00 CALL CHARGES PULSES 00 00 00 CALL RELEASED 00 00 00 TRANSFERRED 00 00 00 FROM TRANSFER RECORDS LOST LINE 0015 BC SPEECH BC UNRESTRICTED DIGITAL BC RESTRICTED DIGITAL BC 3 1 kHZ AUDIO BC 7 kHZ AUDIO BC VIDEO CALLING NUMBER 4032919123 CALLING NUMBER 12345678901 CALLING NUMBER 4032919123x NAME Peter Pan LONG DISTANCE UNKNOWN DNIS NUMBER 4032652300 PRI SERVICE PUBLIC PRI SERVICE PRIVATE PRI SERVICE TIE PRI SERVICE FX PRI SERVICE OUTWATS PRI SERVICE SWITCHED DIGITAL PRI SERVICE NWATS PRI SERVICE NTL INWATS PRI SERVICE 900 HOSPITALITY VACANT HOSPITALITY BASIC HOSPITALITY MID HOSPITALITY FULL EXT CALL FWD STN 4221 REASON CFAC EXT CALL FWD STN 4222 REASON CFB EXT CALL FWD STN 4227 REASON CFNA VOIP CALL Figure 49 shows an example of the lines available for printing by Call Detail Recording in the Real Time report Refer to Real Time record format on
34. al Time call records Real Time records are generated only when CLID Information is available Real Time records also generate five call states and four Hospitality types Call Detail Recording generates the Norstar Real Time report options using letter codes as shown in Table 11 Refer to Report options and letter codes on page 51 Table 11 Report options and letter codes Letter code Report option G Ringing D Dialed Number Identification Service DNIS A Answered N No Answer T Transfer R Released HV Hospitality vacant HB Hospitality basic HM Hospitality mid Call Detail Recording System Administration Guide 52 Norstar reports Norstar reports The RINGING call state is unique to Real Time records It indicates a ringing line as soon as Call Detail Recording receives the CLID Information The Dialed Number Identification Service DNIS record is reported only if the line delivers the DNIS information If present it follows the RINGING record Figure 31 shows an example of a call ringing with DNIS answered and released Refer to Sample call with DNIS on page 52 Figure 31 Sample call with DNIS 030198 154615 0019 6137635114 John Doe UG 030198 154615 0019 6137635114 4037352000 UD 030198 154623 0019 7832 6137635114 John Doe UA 030198 154831 0019 7832 6137635114 John Doe UR Figure 32 shows an example of a transferred call Refer to Sample call tr
35. all options and parameters internally Changes made are not applied until the Commit option is selected or the system reboots Make the changes required to all parameters When changes are complete select Commit to apply the changes Refer to The Commit option window on page 34 Call Detail Recording System Administration Guide 34 Unified Manager Unified Manager Figure9 The Commit option window Undo Clip File Performance Fault Report Tools Logoff prt Parameters ort Parameters Format Norstar v Report Type la Language Report Filter an Feature Code F9 Commit changes To make and apply changes 1 From the Business Communications Manager key click the Services key 2 Click the Call Detail Recording key or any key in the Call Detail Recording submenu 3 From the Configuration menu choose Commit The Unified Manager applies changes to the parameters and generates a new header in the Call Detail Recording log file Note Before you commit a change the Other changes exist requiring Commit or Undo parameter appears as Yes in the Configuration Reminder window When you commit the change the parameter automatically changes to No Configuration Undo Call Detail Recording Administration maintains a copy of all options and parameters internally Undo restores the settings to the last committed values Refer to The Undo option window on page 35 P0993139 01 Unified Manage
36. and end lines on page 62 Figure 57 Sample conference start and end lines 00 10 32 CONFERENCE STN2 7425 00 12 12 CONFERENCE LINE2 0052 00 12 45 CONFERENCE END Figure 58 shows an example of the line indicating when a call is transferred Refer to Sample call transfer line on page 62 Figure 58 Sample call transfer line 00 00 00 TRANSFERRED Figure 59 shows an example of the line indicating when a call was transferred It indicates the start of the call at the new station set that received the transfer Refer to Sample call transfer from line on page 62 Figure 59 Sample call transfer from line 00 00 00 FROM TRANSFER Figure 60 shows an example of the line indicating the last state of a call It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report Refer to Sample end call line on page 62 Figure 60 Sample end call line 00 00 00 CALL RELEASED Figure 61 shows an example of the line indicating digits dialed appear in Outgoing call reports A maximum of 32 digits characters can appear If the call connected digit separator option is enabled an appears between digits dialed before and after the call connects Refer to Sample digits dialed line on page 62 Figure 61 Sample digits dialed line DIGITS DIALED XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX DIGITS DIALED 123456789 1234
37. anish Swedish Report Filter Dutch All Spanish Outgoing German Prefix Italian Account Code Norwegian Feature Code F900 999 Report formats and types Call Detail Recording generates both Norstar and SL 1 report types SL 1 offers two report formats Standard and CLID Norstar offers four report formats Standard CLID Real Time and All Note The Report format default is SL 1 The Report type default is Standard gt SL 1 reports Use the SL 1 report format when you are supplying the Call Detail Recording output to legacy commercial call accounting packages or equipment This report format supports recording Standard report type as well as the Calling Line Identification CLID report type The SL 1 CLID report prints the CLID information only if the information is delivered Otherwise it records the call in SL 1 Standard report type The SL 1 report format does not support the recording of Bearer Capability and DDI Busy reports Note For more information about SL 1 reports refer to SL 1 reports on page 43 gt P0993139 01 Unified Manager Unified Manager 21 Assign the SL 1 report type From the Report Parameters window you can assign the SL 1 report type as Standard or CLID To assign or change Report Parameters 1 Click the Report Parameters key The Report Parameters window opens In the Format list box select SL 1 In the Report Type list box select Standard or
38. ansfer on page 52 Figure 32 Sample call transfer 041197 094105 0003 7692000 Alan Smith UG 041197 094105 0003 7692000 7305432 UD 041197 094111 0003 7344 7692000 Alan Smith UA 041197 094156 0003 7440 7692000 Alan Smith UT 041197 094414 0003 7440 7692000 Alan Smith UR You can use the record information to drive external PC database applications for example to compile customer information by extracting the CLID data from the Real Time records Norstar All report format When selected this report provides Standard CLID Information and Real Time records Figure 33 shows an example of a call record when All is selected The RINGING records shows the call received time with CLID Information not the start alert time The call is answered 15 seconds after the ringing began It is transferred 25 seconds after it is answered and is released two minutes after it was transferred Refer to Sample call with Standard CLID and Real Time information on page 53 P0993139 01 Norstar reports Norstar reports 53 Figure 33 Sample call with Standard CLID and Real Time information 030298 154920 0022 4037692000 UNKNOWN DG 030298 154920 0022 4037692000 8002349876 DD 030298 154935 0022 7101 4037692000 UNKNOWN DA 030298 155000 0022 7169 4037692000 UNKNOWN DT 030298 155200 0022 7169 4037692000 UNKNOWN DR RR 03 02 98 15 49 20 LINE 0022 STN 7101 CALLING NUMBER 4037692000 NAME UNKNOWN LONG DISTANCE DNIS NUMBER 8002
39. arameters key The Report Parameters window opens In the Report Filter option select All Outgoing Prefix or Account Code Click the OK button P0993139 01 Unified Manager Unified Manager 23 Account Code Feature Code Account Codes allow you to cross reference telephone calls from your company to different clients or for telephone activities Before Account Codes can be entered by users a Feature Code must be established This Feature Code is any number between 900 and 999 and ranges from one to 12 digits long The Feature Code default is the first available Feature Code from the Business Communications Manager server usually 900 When C all Detail Recording is connected to the unit a default Feature Code is requested from the Business Communications Manager server View or modify the Feature Code from the Call Detail Recording Report Parameters window To assign or change the Feature Code 1 Click the Report Parameters key The Report Parameters window opens 2 In the Feature Code list box enter any number between 00 and 99 The first digit 9 is provided The appropriate Account Code is now available to all users making billable calls Account Code list Account Codes create a reference for tracking telephone calls For example a user contacting a billable client enters an assigned code each time a call is placed to that client Account codes consist of a Feature Code F9 and an account number The accoun
40. arges of 123 50 The amount is rounded up to the nearest dollar Refer to Sample end of call with charges rounded up on page 48 Call Detail Recording System Administration Guide 48 Norstar reports Norstar reports Figure 21 Sample end of call with charges rounded up N 002 00 DN0285 T181000 07 19 17 21 00 00 03 888 00000 000124 Figure 22 shows an example of end of call with pulse charges of 456 units Refer to Sample end of call with pulse charges on page 48 Figure 22 Sample end of call with pulse charges N 012 00 DN0285 T181000 07 19 17 31 00 00 02 99 00456 000000 Figure 23 shows an example of end of call with zero charges Refer to Sample end of call with no charge on page 48 Figure 23 Sample end of call with no charge N 013 00 DN0285 T181000 07 19 17 33 00 00 04 45678 00000 000000 Figure 24 shows an example of end of call with charges not available Refer to Sample end of call with charges not available on page 48 Figure 24 Sample end of call with charges not available N 001 00 DN0285 T181000 07 19 17 43 00 00 02 888 Norstar reports Use Norstar reports when the you assign the Business Communications Manager Call Detail Recording output to a printer or Call Accounting package designed to use the Norstar report This section describes the Norstar report and explains how to interpret the reports Norstar report types The Call Detail Recordi
41. ay Tuesday Wednesday Thursday Friday Saturday or Sunday The default for this parameter is Monday This field appears when you select Push Monthly as the Transfer Type Allows you to enter the day of the month when the transfer will occur You can enter a value from 1 to 31 The default for this parameter is 1 Note If you enter 29 30 or 31 for the Day of Month the Call Detail Recording files will not be sent on some months This occurs because some months do not contain these dates For example the month of February never has 30 or 31 days If you want the files sent at the end of every month use the default values for Transfer Time 00 00 and Day of Month 1 Last Transfer Time Displays the last time the Call Detail Recording data files were successfully sent to the central server Note If you are transferring Call Detail Recording files from several Business Communications Manager systems to a single central server Nortel Networks recommends that you stagger the time of the transfers so that the central server is not overloaded with too many requests P0993139 01 Unified Manager Unified Manager 41 Transferring the Call Detail Recording information immediately When you transfer immediately the Business Communications Manager system uses the information entered on the Data File Transfer screen but sends the Call Detail Recording information immediately Note The Transfer immediately
42. cations Manager server Use Business Communications Manager Unified Manager to obtain records and print files P0993139 01 Call Detail Recording Record Security Call Detail Recording Record Security 71 Call Detail Recording Record Security The records from Call Detail Recording are sensitive in nature Communication among top executives and external companies telephone banking passwords long distant PIN codes etc are some of the examples that require protection from unauthorized access With the introduction of network real time access in Call Detail Recording the System Administrator must setup the system to protect against unauthorized access The default installation of Call Detail Recording enables the CDR group to have launch permission to the records This means anyone in the CDR group has access to the Call Detail Recording records To guard against unauthorized access to Call Detail Recording records you must add only the authorized users to the Call Detail Recording group In this configuration the NT security protects all records against unauthorized access CDR Group User Administration User groups are created during installation The System Administrator can add user names to the CDR group and grant them access to Call Detail Recording records using the Business Communications Manager Unified Manager The System Administrator can also modify user access privileges or delete existing user names from the group
43. ccount on every Business Communications Manager system from which the Central Client will pull information To set up the Call Detail Recording user account 1 Start Unified Manager Call Detail Recording System Administration Guide 42 Unified Manager Unified Manager 2 Click the Management key and then click the UserManager heading The User Profile screen appears 3 On the Configuration menu click Add User The User Profile dialog box appears In the User Name box enter the user name for the Call Detail Recording user account In the Password box enter the password for the Call Detail Recording user account In the Confirm Password box enter the password again In the Member Of box click CDRUserGroup Click the Save button oN Oa ao A Setting the Data Transfer type to Pull You must set the Data Transfer type to Pull on every the Business Communications Manager system from which the Central Client will pull information To set the Data Transfer type to Pull 1 Start Unified Manager 2 Click the Services key and then click the Call Detail Recording key 3 Click the Data File Transfer heading The Data File Transfer screen appears 4 Click the TransferType drop list and then click Pull The Data File Transfer screen changes to display the current Call Detail Recording Pull statistics Note To reset the Call Detail Recording Pull statistics click the Configuration menu and then click Reset CDR Pull Data
44. cessfully sent Select No to leave the files on the Business Communications Manager system The default for this parameter is No Compress File before Transfer Allows you to specify if the Call Detail Recording data files are compressed into one ZIP file before they are transferred to the central server The name of the zip file created is BCM machine name year 4 digits month 2digits day 2digits hour 2 digits minute 2digits second 2 digits zip For example SouthBCM20010915084522 zip Select Yes to compress the files into a single ZIP file Select No to send the files uncompressed The default for this parameter is Yes Transfer Time Allows you to specify the time of day when the Call Detail Recording files are transferred to the central server Enter the time in hours and minutes according to the 24 hour clock 00 00 to 23 59 The default for this parameter is 00 00 midnight Note The Transfer Time is based on the local time of the Business Communications Manager not the time at the central server Transfer Day Day of Week Day of Month Only one of the following three fields appears on the screen This field appears when you select Push Daily as the Transfer Type This is a read only field that always displays Daily This field appears when you select Push Weekly as the Transfer Type Allows you to specify the day of the week when the transfer will occur You can select Mond
45. cording data must be translated into before the data it contains is read by an SL 1 call accounting program System Administrator The person responsible for installing administrating and maintaining Call Detail Recording for a particular company Target line A Target line is a virtual line not a physical line It is dedicated to receiving and routing incoming calls on DID or auto answer trunks to a specific destination P0993139 01 77 Index Numbers 911 11 A Access Bin Settings and Suppress Length Settings accessing 31 Account Bin Settings 32 acronyms 12 Auto Attendant station set numbers 47 53 Business Communications Manager Call Detail Recording about 15 Business Communications Manager Unified Manager Uf Management 17 Resources 17 Services 17 19 System 17 Busy Norstar Direct Inward Dial 54 Norstar Reports 54 Norstar Target line 55 C Call Center station set numbers 47 53 Call connected 57 Call information 49 Comprehensive accessing 17 Connect Characters 27 conventions text 11 D Date Format 26 Descriptions 60 Norstar Reports 60 Real Time record 64 Dialed number 56 information 26 Digit separator 57 Direct Inward Dial 54 E Emergency 911 11 External call forward 64 F Feature Codes 23 creating list 23 using 24 Field definitions 58 CLID report 50 Format Date 26 Header 26 H Header Format 26 Hospitality record 15 Real Time 65 Standard 53
46. digits responding to prompts from an Auto attendant extension transfer or voice mail service To distinguish between digits dialed to connect the call and digits dialed after the call is connected you can insert an between the two sets of digits You can enable or disable the Connect Char parameter The Connect Char default is Disabled To enable or disable the Connect Char options 1 Click the Report Options key The Report Options window opens 2 Inthe Connect Char list box select Enable or Disable Note Some of the Report Options parameters are market specific If the parameter value does not match the trunk property Call Detail Recording can produce incorrect reports If you are using a Call Accounting package to process reports consult your software vendor before you make any changes Clip File Schedule By default the Business Communications Manager server clips the data files when the file size reaches the maximum of 1 400 kilobytes KB You can change the file schedule to clip at regular intervals The Clip File Schedule options are daily at midnight e weekly Sunday at midnight e monthly the first day of each month at midnight e file size from 1 000 KB and 5 000 KB On File Transfer when the files are transferred File size Data file size limit for clipping is changeable File size ranges from 10 1 000 KB to 50 5 000 KB Note The File size parameter is not used when a regular interva
47. e 18 Unified Manager Unified Manager Figure 2 shows the Summary window Figure2 The Summary window Summary Configuration Reminder Summary Name feo Version CDR 301 20D Description BCM Call Detail Recording Status Up m Startup on Reboot Enable Automatic v Table 1 shows the parameters you can configure using the Summary window Table 1 Summary window parameters Setting Description Name Displays the name of the Call Detail Recording service Version Displays the software version of the Call Detail Recording service Description Displays a description of the Call Detail Recording service Status Allows you to view and change the operating status of the Call Detail Recording service The status can be Up or Down To change the Status click the Status drop list and select one of the following options Select Up to enable the Call Detail Recording service Select Down to disable the Call Detail Recording service Startup on Reboot Allows you to set whether the Call Detail Recording service starts automatically when the Business Communications Manager system is rebooted To change Startup on Reboot click the drop list and select one of the following options Select Enable Automatic if you want the Call Detail Recording service to start up automatically when the Business Communications Manager system is rebooted Select Enable Manual if you want to manually star
48. e not sent to a central server The default for this parameter is None IP Address or Machine Name Allows you to enter the IP address or Machine name of the central server to which you are sending the Call Detail Recording information An IP address must be entered in the proper dotted format for example 10 10 10 1 A machine name can be up to 47 characters long Remote User Allows you to enter the FTP login user name that Business Communications Manager uses when connecting to the central server The Remote User name must be the same as the user name you assigned to Business Communications Manager in the central server configuration The Remote User name can be up to 47 characters If you leave the Remote User box blank the Business Communications Manager system uses the userid anonymous with no password to access the FTP server Note If you use the anonymous userid there is no security provided for the Call Detail Recording files on the FTP server Anyone who logs on to the FTP server with the anonymous userid can access your Call Detail Recording information Remote Password Allows you to enter the FTP login password that Business Communications Manager uses when connecting to the central server The Remote Password must be the same as the password you assigned to Business Communications Manager in the central server configuration The Remote Password can be up to 47 characters Destination
49. ed after the call is connected you can insert an between them Figure 45 shows an example of an outgoing call with call connected digit separator Refer to Sample call with digit separator on page 57 Figure 45 Sample call with digit separator SSeS 01 01 99 01 38 00 LINE 0023 STN 223 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 977221010132 00 01 35 CALL RELEASED Note Call Detail Recording cannot differentiate between digits required to connect a call and extra digits dialed before the call is connected Not all units support the delivery of call connected signals so this feature is not be available for all Business Communications Manager servers External call forward External call forward occurs when an extension is configured to externally forward calls in three different situations e Call Forward All Calls CFAC e Call Forward Busy CFB e Call Forward No Answer CENA Call Detail Recording System Administration Guide 58 Norstar reports Norstar reports When an incoming call is unanswered and externally forwarded Call Detail Recording reports the call as outgoing The reports provides the incoming line or extension e outgoing line e extension responsible for the external call forward e reason for the external call forward digits dialled Note For more information refer to the Installation and Maintenance Guide that came with your system Figure 46 show
50. eee oe NGANGA 54 Figure 37 Sample room status full 24 a paba ma ssd KARTA n mme 54 Figure 38 Sample target line and physical line a 54 Figure 39 Sample busy call with DID usus ber np DBA HALAGANG 54 Figure 40 Sample busy call on a target line liliis 55 Call Detail Recording System Administration Guide 8 Figures Figure 41 Figure 42 Figure 43 Figure 44 Figure 45 Figure 46 Figure 47 Figure 48 Figure 49 Figure 50 Figure 51 Figure 52 Figure 53 Figure 54 Figure 55 Figure 56 Figure 57 Figure 58 Figure 59 Figure 60 Figure 61 Figure 62 Figure 63 Figure 64 Figure 65 Figure 66 Figure 67 Figure 68 Figure 69 Figure 70 Figure 71 Figure 72 Figure 73 Figure 74 Figure 75 Figure 76 Figure 77 Figure 78 Figure 79 Sample incoming call with Bearer capability 55 sample PRI PAA AA AA 56 Sample incoming call with VOIP sersss esse re rs ss eee 56 Sample incoming Call with DNIS isses t3 Rr Re ERR ARECERRES 57 Sample call with digit separator llle 57 Sample external call with external call forward 58 Sample internal call with external call forward 58 Standard and CLID report formats llle 59 Real Time record TORII oo vin cea ose edad HA 60 Sample start header line llle 60 Sample restart AA AA RA 61 Sample call ringing TI ci cheeks chewed a dd er oci dodo ed GARA 61 Sample outgoing ING
51. endant and Call Center station set numbers 53 Standard Hospitality record format eee eee 53 Target INE Physical MED AK GL VERO A Cu REC A ee Ae AK jd S ee 54 BUE TODUHS osque dass S43 CP QERIZQIYQp RE EE dag qq aide d qd 54 Direct Inward Dial DID Busy sss kaaa e cRkr 44h RR RE Y Ren RR 54 TERRENCE ES AA AA 2 55 Bearer capability data 4 ss KAMAG sube beeen ee ee beeen Ed e P Ra Rn 55 PRI Gal byecall Sevi 454 ork cay ecko CRETA AA CR a 4A RR RPEESAREE 55 ki bae AA 56 Dialed number identification service rss rss arr r eee 56 Call connected digit separator rss rss eee 57 edema kea pee AA AE 57 Norstar report field definitions ocio eme mme 9x Rn 58 Norstar Standard and CLID report description sssssssssss ss ss oso ena 60 Printable line descriptions icis csse ur Rr seen e dda ees abe ARAS 60 Norstar Real Time record description rss ser ses sea 64 Real Time Hospitality record format cos 0466s ke eee ee Rn 65 Advice of charges at end of call sees ss rss eee 66 Chapter 4 Install CDRClient application ziyizKyR 69 Gall Defail Recording EP aw kk ask ek KANG Ka d dte dod nn decode I 69 Tis CORE ANON e aae aae qe rA TER PESE TAS Ia PIC PEEL seas 70 Call Detail Recording Record Security AA 71 CDR Group User Administration Xa a ex hb emo ve kee dan medadi 71 CDR User Management 2ccciacsceetecdneeveetabereseeresannaienes 71 Greate a user p
52. er emphasis on call record security Limitations and security arrangements can vary depending on the network environment and how the customer administers and limits access to the call records Consult with the appropriate members of your organization regarding the proper safeguards P0993139 01 17 Chapter 2 Configuring Call Detail Recording Call Detail Recording uses configuration parameters to specify the kinds of calls to be reported as well as the report type and format Each parameter can be changed at any time Unified Manager 1 Open Business Communications Manager Unified Manager The Comprehensive window appears The Business Communications Manager navigation tree shows the following five keys e System e Resources e Services Management e Diagnostics Figure 1 shows the Comprehensive window Refer to The Comprehensive window on page 17 Figure 1 The Comprehensive window 47 65 138 69 Comprehensive QJ BCM 47 55 138 59 Q System Resources 9 services Telephony Services Q IP Telephony o Report Params Report Options Q Market Params Prefix Bins Access Bin Settings Data File Transfer LAN CTE Configuration 2 On the navigation tree click the Business Communications Manager key and then click the Services key 3 Click the Call Detail Recording key The Summary window appears Call Detail Recording System Administration Guid
53. ess Communications Manager Call Detail Recording is an application that records and reports call activity Each time a telephone call is made to or from your company you can record the information about the call When the call is completed you can print information about the call in a report Call Detail Recording also provides information on incoming calls as the events occur This information appears in a Real Time Call record About Call Detail Recording Call Detail Recording provides information about date and time of the call and digits dialed e the originating and the terminating line or station set e whether an incoming call was answered e elapsed time between origin of a call and when it was answered e whether a call was transferred or put on hold call duration e call charges calls associated with Account codes e incoming call Calling Line Identification CLID information e Bearer Capability of the line in the call e Hospitality records for room occupancy status e Real Time records for ringing DNIS answered unanswered transferred and released events for incoming calls with CLID information and Hospitality room occupancy status Note Call Detail Recording delivers Custom Local Area Signalling Services CLASS Call Management Services CMS Automatic Number Identification and Dialed Number Identification Services DNIS in the form of CLID reports Contact your customer service representative for more infor
54. f the Call Detail Recording information 38 Transferring the Call Detail Recording information immediately 41 Transferring the Data Files using a Pull transfer 41 Chapter 3 Call Detail Recording Reports cece eee eee eee eee 43 SLA NS C PCR 43 FISDEELIDUR ick acto Bk ad teow BR hah der oboe do Row Soto d AO Xo E RASAR 43 DT a o ooumiqesaudceupeueaqeuepeewaqueuueeqeu uade xd ade webs 43 BL 1 report field delfinillorie aue aman suae mex RURER X EA An dp na 44 SANI TC E ae ea eater tute ace C LET TL To TT 45 SL 1 Standard repons sis ssh nns se xag eines RR ORAGCRGGUEUR S andes dens ARR 45 SL GLID IBDORS 4 09 dor nhan Dha PK ENG GR C RI op REOR dor d d de eod 46 SLT Target line Physical iig uacua dues e d debat ec Rn 47 Auto Attendant and Call Center station set numbers 47 Advice of charges at end of call AOCE 0 aa 47 OFS FRBOFIBS 2d cade queda AN NAG RARUS Qe E Sd LAAN dob Om edd Kk 48 Norstar report pos aNG eru GANA KAPG oh eb RC Rae Rari 9 e pump x d RR 48 Norstar Standard KEN aaa dca ituros dnce dle dd peace e ida e i dad dh 49 Norstar CLUD BEES a oss dowd x dd er eu xad ebbe qad aue ad qu dd 49 P0993139 01 Contents 5 Norstar report field definitions a a se KG MD KG NA kun ERR RR e Red RR 50 Norstar Real Time report format ss a aa KAG mm xx 51 Nester All report format so osa ena des KAKA POLAND ee KNA Phan ma hah CR 52 Auto Att
55. formation You must configure The Primary Call Detail Recording to print SL 1 CLID report format or Norstar CLID report format Note Call Detail Recording reports CLID information only for lines that are capable of delivering CLID You must configure the Business Communications Manager server to enable delivery of CLID information Call Detail Recording System Administration Guide 50 Norstar reports Norstar reports Norstar report field definitions The first Call Information line after the header line is the CALLING NUMBER It contains a maximum of 11 characters When information is incomplete one of the following messages appear e If the number is truncated the forward slash symbol precedes the digits received e Ifa partial CLID number is received x follows the digits received e If the number field does not receive data UNKNOWN appears The second Call Information line is the NAME It contains a maximum of 15 characters e If the name field does not receive data UNKNOWN appears The third Call Information line is the call type indicating when the call is a long distance call e If the call type field does not receive data UNKNOWN appears Figure 27 shows an example of an incoming call with CLID Refer to Sample incoming call with CLID on page 50 Figure 27 Sample incoming call with CLID ELE 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 4032919123 NAME UNKNOWN UNKNOWN
56. guide is aimed at the day to day operators of the Business Communications Manager telephone system Before you begin Plan the programming changes you want to make before you begin Record the changes so that you have the information at hand For example before you program system speed dial numbers create a record so that you have all the numbers and codes available Programming applies to both North America and International telephones in your Business Communications Manager system Emergency 911 Dialing Emergency 911 Dialing is the capability to access a public emergency response system State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary Ask your local telecommunications service provider about compliance with applicable laws and regulations Emergency 911 Dialing may not apply to International systems Text conventions This guide uses the following text conventions Bold Is used to highlight a programming level within the Unified Manager menu Example ALL report type italic text Indicates new terms and book titles Example Business Communications Manager Installation and Maintenance Guide Forward slash Separates names where two actions are assigned to one button Example MM DD YY Call Detail Recording System Administration Guide 12 Acronyms Acronyms This guide uses the following acronyms AL AOCE ASM ATA BRI CDR CFAC CFB CENA
57. hapter 1 Introduction 134 Wide ceed Ww RN NANG ee RAA RR AA AAA Re eS 15 About Gall Detail Recording acces cee ke xd dead rd AA 15 Your role as System Administrat r 4 kaka ses spa EE NAKED alder 16 Chapter 2 Configuring Call Detail Recording ssssssssers arr rss rr rr rn rr rr rna 17 IMIR ManaQ l ax sosse mer ed Rao ador POR RR RoR oC RR or RR CAR do 17 The Call Detail Recording keya issus haha Rx ARR AR 19 The Report Parameters ccc ses dlesns sm she konen AR deen Ra 19 Report formats and types gt ss sms smek sm MM ee ROM KM RE Scbol 20 Sls AL AT 20 PAWS reporiS Lia dee eee do dc RR YE QR CREDE ERROR LAG rl CR Re 21 Pop la dd AR a padded aces 21 Report li 40644 sees 6 AA Xm apa 22 PN GANS 25 thi PANG rk are DA od cred du Od Ped docu d por TR Ae 22 pe a ba BA RNE 22 PreK SUNIGE PCM AMIDADRPA 22 Account Code Feature CODE i wa iui uae eda kee ee dc dod ko aiki Rc CR e d 23 Pa DOGGIE aa caes be abducere aps ubl ean M eec bino erede 23 Usmo Aeon Codes vcutces dint bade Ve toes PA Da adds eee DA added 24 Tus PB LORI DE kama ded KA AA de dado i ei aed dod ch pe a d KA AA LAF KA 25 Dale FOMEI PUER 26 Heada Formal Lusso xps RAR LORD BAWA ARTS DDN EHD eR RSA ROD 26 CNC ordna sone tr d ere i dee HES DAA AA 26 Connect Char Characters 2a a oss dese x R9 seed Rar dee S Endo 27 Gip File Sohle con cupa cde dob A co ea eR NAUNA Ara 27 File AP RSS GR qb Pad qd eq 27 Disk Space MU oua ether PAA A
58. ick on Configuration in the menu bar the Configuration reminder window shown in Figure 8 appears Refer to The Configuration reminder window on page 33 P0993139 01 Unified Manager Unified Manager 33 Figure 8 The Configuration reminder window Summary Configuration Reminder Configuration Reminder Changes to Status and Startup are immediate yss Read Only Field Other changes exist requiring Commit or Undo Ino The Configuration reminder window updates automatically as changes are made to other parameters Changes do not go into effect until Commit or Undo are assigned Table 6 shows the parameter you can configure using the Configuration reminder window Refer to Configuration reminder window on page 33 Table 6 Configuration reminder window Changes to Status and Startup Other changes exist requiring are immediate Commit or Undo Yes Yes No Note In the Configuration Reminder window the Changes to Status and Startup are immediate and Other changes exist requiring Commit or Undo parameters are read only fields The Configuration menu The Configuration menu is available from all of the Call Detail Recording Administration window The three options under Configuration are Commit Undo and Clip File Figure 9 Figure 10 and Figure 11 show the three Configuration option windows Configuration Commit Call Detail Recording Administration maintains a copy of
59. ion and C Charge option reports do not contain the duration field The E End option report does not contain any dialed digits Note The I report does not contain Call Information number all other report types contain the Call Information number if delivered SL 1 Standard reports Figure 12 shows an example of an outgoing call on line 52 from station set 7425 Refer to Sample outgoing call on page 45 Figure 12 Sample outgoing call N 027 00 DN7425 T052000 04 04 14 03 00 01 32 5551212 Figure 13 shows an example of an incoming call on line 47 to station set 2221 Refer to Sample incoming call on page 45 Figure 13 Sample incoming call N 028 00 T047000 DN2221 04 04 14 22 00 12 04 Figure 14 shows an example of an outgoing call on line 38 from station set 7447 and transferred to station set 2221 Refer to Sample call transfer on page 46 Call Detail Recording System Administration Guide 46 SL 1 reports SL 1 reports Figure 14 Sample call transfer S 029 00 DN7447 T038000 04 04 15 02 8761344 E 030 00 T038000 DN2221 04 04 15 07 Figure 15 shows an example of a two line conference call with two outgoing calls Refer to Sample conference call on page 46 Figure 15 Sample conference call S 000 01 DN6545 T038000 04 04 12 23 9369552 E 001 01 CF0001 T038000 04 04 12 27 S 002 01 DN6789 T047000 04 04 12 23 8082635 E 003 01 CF0001 TO0O47000 04 04 12 27
60. ird field shows when the call starts ringing Refer to Sample call ringing line on page 61 Figure 52 Sample call ringing line 00 00 00 INCOMING CALL RINGING 0 04 Figure 53 shows an example of the line following the header line with all five fields The time in the header line field shows when the call is initiated Refer to Sample outgoing line on page 61 Figure 53 Sample outgoing line 00 00 00 OUTGOING CALL Figure 54 shows an example of the line following the header line when an incoming call is unanswered Refer to Sample unanswered call line on page 61 Figure 54 Sample unanswered call line 00 00 00 NO ANSWER RINGING 0 22 Figure 55 shows an example of the line indicating when an incoming call receives busy treatment Refer to Sample busy line on page 61 Figure 55 Sample busy line 00 00 00 BUSY Figure 56 shows an example of the line indicating when the call is put on hold or taken off hold Refer to Sample hold and off hold lines on page 61 Figure 56 Sample hold and off hold lines 00 00 04 HOLD 00 00 06 UNHOLD Call Detail Recording System Administration Guide 62 Norstar reports Norstar reports Figure 57 shows an example of the line indicating the start and the end of a conference The third party in the conference can be a second station set or a second line as indicated in the third field Refer to Sample conference start
61. l is assigned but only when the Clip file Schedule option is selected Disk Space limit The minimum disk space requirement for Call Detail Recording is 2 MB The default is 400 MB Available disk space is verified when the service starts and when files are clipped When the minimum amount of disk space is available automatic file deletion occurs beginning with the oldest file Files are deleted until 20 space is made available For example if the disk size is assigned as 400 MB Call Detail Recording deletes old files until 320 MB of space is available Call Detail Recording System Administration Guide 28 Unified Manager Unified Manager The Market Parameters There are seven Market Parameters The seven Market Parameters are CLID with Name Long CLID Support CLID with Call Type Support Call Charge Answer Supervision Call Filter Duration Hospitality Record Click on the Market parameters key in the Comprehensive window Figure 1 to open the window as shown in Figure 5 Refer to The Market Parameters window on page 28 Figure 5 The Market Parameters window Market Parameters Market Parameters CLID with Name Enable Long CLID Support Disable w CLID with Call Type Enable w Support Call Charge Disable w Answer Supervision Disable w Call Filter Duration 2 Hospitality Records Disable v Table 5 shows the parameters you can configure using the Market Parameters window Refer
62. le incoming call with CLID sososssses es es esse ers rs rs rs rna 46 Figure 17 Sample incoming call with Call Information and without CLID 46 Figure 18 Sample incoming call transferred with Call Information available 47 Figure 19 Sample target line transfer liliis 47 Figure 20 Sample end of call with charges rounded down 47 Figure 21 Sample end of call with charges rounded up issues 48 Figure 22 Sample end of call with pulse charges 0a 48 Figure 23 Sample end of call with no charge 0 48 Figure 24 Sample end of call with charges not available 48 Figure sb Sample outgoing Call i i smsa iik e LAKAN ERO qe dci dee 49 Figure 26 Sample incoming call ehake nadi 49 Figure 27 Sample incoming call with CLID 22002 0 50 Figure 28 Sample call with CLID not answered ers rss s ses sea 50 Figure 29 Sample call with truncated CLID 0 0 51 Figure 30 Sample call with partial CLID 000 rr rss rr eee 51 Figure 31 Sample call with DNIS 4 4 pa KAKA reser rr rr rr rr rr rr rr AK 52 Figure 92 Sample call ran fer lisse suec mms 52 Figure 33 Sample call with Standard CLID and Real Time information 53 Figure 34 Sample room status vacant sosse sse anses ak kor a hr ik en Ab ed RR 53 Figure 35 Sample room status basic 34 244 4 a KARERA r er Ead REAPER 53 Figure 36 Sample room status mid Xa a KAN
63. mation You can use information collected by Call Detail Recording to e allocate telephone costs to departments or individuals charge back telephone costs to billable clients through Account codes e determine whether the telephone system is being used efficiently e guard against abuse of the telephone system e provide immediate call information to database applications through Real Time call records e track changes in room occupancy status Call Detail Recording System Administration Guide 16 About Call Detail Recording About Call Detail Recording Your role as System Administrator As System Administrator you perform the initial and ongoing administration tasks Your tasks include administering Call Detail Recording e determining Account codes used as references for tracking telephone calls e interpreting reports A Warning SECURITY ALERT Call Detail Recording provides information such as the date and time of the call digits dialed incoming call information and call time elapsed This includes sensitive and personal information such as telephone banking numbers credit card numbers and personal identification numbers Digits dialed are not maintained as confidential As System Administrator it is solely your responsibility to advise the system users that their telephone dialing information can be monitored and recorded Further LAN based access to call records passive or real time demands a great
64. ng and to organize it according to a company s needs Call report A type of report created by Call Detail Recording This report includes information about a call s duration and number dialed Call report information is collected to itemize telephone activity CLASS Custom Local Area Signalling Services is a collection of services from the local telephone company CLID When available from the local telephone company Calling Line Identification shows the calling number on the telephone display CMS Call Management Services is a collection of services from the local telephone company CMS is a part of CLASS Default A value that Call Detail Recording assumes unless another one is specified Call Detail Recording System Administration Guide 76 Glossary External Call Forward A Business Communications Manager telephone is configured to forward calls to destinations external to the system using outgoing lines Hospitality Record A type of record created by Call Detail Recording that provides the room occupancy status whether vacant basic mid or full ISDN Integrated Services Digital Network is a worldwide digital communications network Norstar report format An English language syntax organization of call reports Physical line The physical connection between the Business Communications Manager system and the outside world SL 1 report format The organization of information that Call Detail Re
65. ng supports four different Norstar report types e Standard report e CLID report e Real Time report e All report P0993139 01 Norstar reports Norstar reports 49 Norstar Standard reports Norstar Standard reports always start with a header line indicating the date MM DD YY time HH MM SS LINE field and STN field The reports have at least one event line showing an event and time stamp Figure 25 sows an example of an Outgoing call in Standard format Refer to Sample outgoing call on page 49 Figure 25 Sample outgoing call RAR 04 04 99 11 39 43 LINE 0003 STN 7425 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 00 37 ACCOUNT CODE 87 00 12 59 CALL RELEASED Figure 26 shows an example of an Incoming Call in Standard format Refer to Sample incoming call on page 49 Figure 26 Sample incoming call BESS Gs 04 04 99 12 00 01 LINE 0083 STN 7726 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Norstar CLID reports When you select this option CLID information received from the Business Communications Manager server for an incoming call prints between the report header and the event lines There is one occurrence of CLID information per call A CLID field does not appear in the report when CLID information is not available If you need Secondary CLID information you must configure the Primary Call Detail Recording to receive CLID in
66. ng zeros because this field is not fixed In the Real Time Hospitality record this field shows the room number Room numbers range from one to five digits The CLID Information field shows the calling number The number is a maximum of 12 characters 11 digits maximum and the and x character There is always information in this field If no number is available either UNKNOWN or PRIVATE appears in this field As the Real Time Hospitality record does not use this field it appears blank The CLID name or DNIS information field shows the name The name is a maximum of 15 characters If no name is available UNKNOWN appears in this field DNIS information in D records replace this field The DNIS is a maximum of 10 digits In the Real Time Hospitality record this field shows the room occupancy status indicator The CLID call type field shows either long distance D or unknown U status The call state field of the Real Time record always contains a call state indicator and is followed immediately by a carriage return and two line feeds Real Time Hospitality record format The Real Time Hospitality record represents four states of room occupancy vacant e basic mid full Room number lengths range from one to five digits Figure 70 shows an example of a Real Time Hospitality record with room 12345 status set to vacant Refer to Sample room status vacant on page 65 Figure 70 Sample room status vacant 012
67. ns how to interpret them Report logs Report logs reside in the Business Communications Manager Call Detail Recording LOG directory Use logs for call accounting processing and call activity review To download report logs From the Unified Manager login window enter the user ID and password From the Tools menu select Web Download From the Call Detail Recording section click the log file Bb O N a Save the log file to the designated directory SL 1 report types The Call Detail Recording supports two different SL 1 report types e SL 1 Standard report e SL 1 CLID report The SL 1 CLID format is similar to the SL 1 Standard format with the addition of CLID information For lines that do not support CLID or when the Business Communications Manager server does not deliver CLID information calls report in an SL 1 Standard report format Call Detail Recording System Administration Guide 44 SL 1 reports SL 1 reports SL 1 report field definitions Table 8 and Table 9 show summaries of field definitions for SL 1 reports line 1 and line 2 Refer to Field definitions for line 1 on page 44 and Field definitions for line 2 on page 44 Table8 Field definitions for line 1 Column Name Format Definition 1 RecType Y report type 2 Blank Blank space 3 5 RecNo XXX report seg number 6 Blank Blank space 7 8 CustNo 00 Customer number 9 Blank
68. ording information You can schedule a Data File Push Transfer to occur on a regular basis When you create the schedule you need to specify e where the files are transferred to e how often the transfer should occur on which day the transfer starts at what time the transfer starts To schedule a transfer of the Call Detail Recording information 1 Start Unified Manager Click the Services key and then click the Call Detail Recording key Click the Data File Transfer heading The Data File Transfer screen appears P0993139 01 Unified Manager Unified Manager 39 4 Configure the Data File Transfer parameter according to Table 7 Table 7 Data File Transfer parameters Setting Description Transfer Type Allows you to select how often the Call Detail Recording information is sent to a central server Push Daily The information is sent once a day at the time entered in the Transfer Time box Push Weekly The information is sent once a week at the time entered in the Transfer Time box and the day entered in the Day of Week box Push Monthly The information is sent once a month at the time entered in the Transfer Time box and the date entered in the Day of Month box Pull Sets the Business Communications Manager system in Pull mode so that it will accept data file transfer requests from the central server The Pull option is not used for scheduling a Data File Push Transfer None The files ar
69. ox select Enable or Disable From the Answer Supervision list box select Enable or Disable In the Call Filter Duration box enter a number between 0 and 30 O N Oa A In the Hospitality Record box select Enable or Disable The Prefix Bin Settings Click on the Prefix Bin Settings key in the Comprehensive window see Figure 1 to open the window as shown in Figure 6 Refer to The Prefix Bin Settings window on page 30 Figure 6 The Prefix Bin Settings window Prefix Bin Settings Prefix Bin Settings Prefix 1 Format 0 99999999 Prefix 2 fi Prefix 3 lu Prefix 4 Prefix 5 hui 3 Prefix 6 Prefix 7 ET Prefix 8 Prefix filter If you select the Prefix filter you must also specify the prefix digits The Prefix option allows you to monitor and report all long distance calls calls to certain area codes or calls to specific numbers If the first digits dialed match one or more of the programmable prefix strings the call is reported otherwise the call is not reported You can have a maximum of eight prefix strings assigned at one time The maximum length for each prefix string is eight digits The Prefix filter default settings are O 1 90 91 411 and 9411 P0993139 01 Unified Manager Unified Manager 31 Assign or Change Prefix Bin Settings To assign or change a Prefix filter 1 Click the Prefix Bin Settings key The Prefix Bin Settings window opens In the Prefix 1 list box enter the prefi
70. page 60 Call Detail Recording System Administration Guide 60 Norstar reports Norstar reports Figure 49 Real Time record format 0 ab 2 3 4 5 6 y 1234567890123456789012345678901234567890123456789012345678901234567890 MMDDYY HHMMSS LINE STATION CLID NUMBER NAME DNIS TYPE EVENT 030193 154615 0019 6137635122 Alan Smith UG 030193 154615 0019 6137635122 4032632300 UD 030193 154615 0019 7343 6137635122 Alan Smith UA 030193 154615 0019 7343 6137635114 Alan Smith UN 030193 154615 0019 7343 6137635122 Alan Smith UT 030193 154615 0019 7343 6137635114 Alan Smith UR 012398 234900 12345 HV 012398 234900 12345 HB 012398 234900 12345 HM 012398 234900 12345 HF Norstar Standard and CLID report description For non Real time Standard and CLID reports each line has a maximum of three fields except for the header line The header line has a maximum of five fields e The first field always contains eight dashes e The second field provides the date the call originated e The third field provides the time the call originated e The fourth field provides the line being used e The fifth field provides the line or station using the line from the fourth field Call Detail Recording reports calls based on events change of call states The first field is the time the associated event occurred The time is an offset from the start time of the call indicated in the header The second field describes the event as
71. r Unified Manager 35 Figure 10 The Undo option window Performance Fault Report Tools Logoff prt Parameters ort Parameters Format Norstar Report Type All v Language English v Reportfilter an Feature Code F9 maga Undo changes To undo changes and restore previous values 1 From the Business Communications Manager key click the Services key 2 Click the Call Detail Recording key or any key in the Call Detail Recording submenu 3 From the Configuration menu choose Undo Previously committed values are restored parameter appears as Yes in the Configuration Reminder window When you commit the change the parameter automatically changes to No Note Before you commit a change the Other changes exist requiring Commit or Undo mp Configuration Clip File The current file log is not accessible when Call Detail Recording Service is running Call Detail Recording Administration closes the current log file and creates a new log file with a new header Refer to The Clip File option window on page 36 Call Detail Recording System Administration Guide 36 Unified Manager Unified Manager Figure 11 The Clip File option window Performance Fault Report Tools Logof prt Parameters ort Parameters Format Norstar v Report Type an v Language English v Report Filter All Feature Code F9 foo Clip File To clip the file log 1 From the Business Comm
72. r local users from Unified Manager by clicking the Management and UserManager keys and then the Configuration menu Note The domain passwords of the users in the launch permission list must be the same as the passwords in the corresponding Business Communications Manager server user accounts The System Administrator is responsible for ensuring the system configuration is secure Call Detail Recording System Administration Guide 74 CDR User Management additional information CDR User Management additional information P0993139 01 75 Glossary This Glossary provides terms used in the Business Communications Manager Call Detail Recording System Administration Guide Account feature code A three digit number that enables users to enter a Call Detail Recording account code from a two line display telephone Baud A variable unit of data transmission speed equal to one bit per second Business Communications Manager Call Detail Recording is an application on your Business Communications Manager system used to record call activity Business Communications Manager server The central hardware component in the Business Communications Manager system This unit has its own processor and memory and provides a physical point for connection of various types of data terminals telephones and expansion modules Call Accounting An optional software program used to analyze the data collected by Call Detail Recordi
73. rofile ciis sincerest daeedebebadbeedbiesesdrteses 72 Modiy user VIMUS AA PAA AA 72 Delete a USer NAME 24 pa seers KAPA epe ri idie Rea EE x duda 72 CDR User Management additional information a fd GIOSEAY laciscusaadsgoss dlesbinstnetisabedzish dasphaRduc ds 75 NAX APAN AA AA RR A RE RR aad C934 XXX Ra RR a RA AA 77 Call Detail Recording System Administration Guide 6 Contents P0993139 01 Figures Figure 1 The Comprehensive window 2 2 22 ess eee sr sr sr sa 17 Figure The Summary WINGOW 223 necs gg pe ERE Ada reder r AARAL 18 Figure 38 The Report Parameters window 0 24 siis nan 19 Figure 4 The Report Options window ers ers rss eee 25 Figure5 The Market Parameters window aaa aaa 28 Figure6 The Prefix Bin Settings window a 30 Figure7 The Access Bin Settings and Suppress Length Settings window 31 Figure 8 The Configuration reminder window ssssesessesssres rer eese 33 Figure9 The Commit option window cus so ske kh iR KARL a RR x RR 34 Figure 10 The Undo option window ass acces aa RR RR nandi 35 Figure 11 The Clip File option window B RII 36 FHino p t2 Sample cung call ass sm s so die ec o Edna id dit d 45 Figure 13 Sample incoming Gall i sad dee sd ske dee E Ea E RUE X REG 45 Figure 14 Sample call transfett 2ci5c0se 0aiG seeds AR ERA RARE AERA 46 Figure 15 Sample conference call ess re rr eens 46 Figure 16 Samp
74. s an example of an Incoming Call on line 0001 being externally forwarded to line 0002 Extension 221 is responsible for the external call forward event Refer to Sample external call with external call forward on page 58 Figure 46 Sample external call with external call forward SASA 12 31 99 11 58 59 LINE 0001 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Figure 47 shows an example of an internal call being externally forwarded to line 0002 Extension 222 originated the call Extension 221 is responsible for the external call forward event Refer to Sample internal call with external call forward on page 58 Figure 47 Sample internal call with external call forward SSeS or 12 31 99 11 59 59 STN 222 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Norstar report field definitions Figure 48 shows all of the lines available for printing by Call Detail Recording in the Norstar report Refer to Standard and CLID report formats on page 59 P0993139 01 Norstar reports Norstar reports 59 Figure 48 Standard and CLID report formats 0 1 2 3 4 5 6 7 1234567890123456789012345678901234567890123456789012345678901234567890 MM DD YY HH MM SS LINE XXXX STN XXXXX
75. sociated with that call Events can be either a call state like hold or transfer or a user action like account code entry The third field is data that further describes the action indicated in the second field Printable line descriptions Figure 50 shows an example of a header line indicating the start of a call report or the continuation of a call report after a transfer This report can have three four or five fields The date and time reflect the date and time the call started For incoming calls this is when the call is answered For outgoing calls it is the time the line is seized The LINE field is fixed at four digits The STN directory number DN ranges from two to seven digits in length For Outgoing tandem calls both the fourth and the fifth field are LINE Refer to Sample start header line on page 60 Figure 50 Sample start header line LIE MM DD YY HH MM SS LINE XXXX STN XXXXXX P0993139 01 Norstar reports Norstar reports 61 Figure 51 shows an example of the line following the header line when Call Detail Recording or the Business Communications Manager server re starts Refer to Sample restart line on page 61 Figure 51 Sample restart line RECORD RESTART Figure 52 shows an example of the line following the header line with all five fields or after the CLID Information The time in the header line shows when the call is answered This time minus the ringing duration the th
76. ss Communications Manager system sends the data files on a regular basis daily weekly or monthly and at a specified time e You can manually start the transfer of data files from the Business Communications Manager system when you need the Call Detail Recording information immediately e Business Communications Manager can compress the Call Detail Recording information to reduce the amount of time it takes to transfer the files e Business Communications Manager can automatically attempt to re send the data if the initial data transfer fails e Only the files that have not been sent before are transferred Central server requirements The server you are transferring the Call Detail Recording information to must have the following e an FTP Server application installed e a Central Client can schedule and initiate Pull Transfers for Pull Transfer only aZIP UNZIP utility installed e ausername password defined for use by the Business Communications Manager system that has the appropriate access for FTP transfer e the FTP Server application is configured to receive connections from the desired Business Communications Manager systems write permissions are granted to the appropriate directories for putting the files transferred from the Business Communications Manager system e auser account in the CDR Group on the Business Communications Manager system for Pull Transfers only Scheduling the Push transfer of the Call Detail Rec
77. status mid 23 01 98 23 49 00 STN 73 HOSPITALITY MID Figure 37 shows an example of a Standard Hospitality record with room 7 status set to full Refer to Sample room status full on page 54 Figure 37 Sample room status full 23 01 98 23 49 00 STN 7 HOSPITALITY FULL Target line Physical lines When target lines are used on digital trunks the Call Detail Recording reports show both the target line and the physical line number Figure 38 shows an example of an incoming call on a target line The target line number is 101 and the physical line number is 38 Station 7466 answers the call Refer to Sample target line and physical line on page 54 Figure 38 Sample target line and physical line ced 12 12 97 12 00 01 LINE 0101 STN 7468 00 00 00 INCOMING CALL LINE 0038 00 28 33 CALL RELEASED Busy reports Call Detail Recording produces two types of busy reports e Direct Inward Dial e Target Line Direct Inward Dial DID busy A call rings busy when the digital line is set up as a DID line requiring receive digits to route the call through the Business Communications Manager server via a target line If all target line destinations are busy the unit returns a busy signal instead of routing the call to the prime station set Call Detail Recording produces a busy report Figure 39 shows an example of a busy call to a set with DID Refer to Sample busy call with
78. t number can have a maximum of 12 digits but cannot contain symbols such as or 3t Table 3 gives an example of an Account Code list Refer to Sample Account Codes on page 23 Table 3 Sample Account Codes Account code Description 11127 Pat 37 Field Support 239 Liza 45 Roger 1552 Monique 53 Modern Ways Limited 100 Long distance Note Remember to provide your colleagues with the Call Detail Recording Feature Codes and the Account Code list Call Detail Recording System Administration Guide 24 Unified Manager Unified Manager Using Account Codes You can associate Account Codes with any incoming or outgoing calls To assign an Account Code from any Business Communications Manager telephone enter the Feature Code F9 followed by the account number You can enter an Account Code any time during a call However you cannot enter the Account Code when a call is on hold or when a configuration session is in progress P0993139 01 Unified Manager Unified Manager 25 The Report Optio When you click on the Report options key in the Comprehensive window see Figure 1 the window shown in Figure 4 appears Refer to The Report Options window on page 25 ns Figure 4 The Report Options window Report Options Report Options Date Format MMDDYY w Header Format Line Station DNIS Info Connect Char Disable w Clip File Schedule Clip File
79. t the Call Detail Recording service when the Business Communications Manager system is rebooted Select Disable if you want the Call Detail Recording service to be disabled when the Business Communications Manager system is rebooted P0993139 01 Unified Manager Unified Manager 19 The Call Detail Recording keys From the Services folder click the Call Detail Recording key Call Detail Recording shows the following six keys e Report Parameters e Report Options Market Parameters e Prefix Bin Settings e Access Bin Settings Data File Transfer When you click on a key the window for that item appears The Report Parameters When you select the Report Parameters key from the Comprehensive window the Report Parameters window shown in Figure 3 appears Refer to The Report Parameters window on page 19 Figure3 The Report Parameters window Report Parameters r Report Parameters Format Norstar v Report Type uw e Language Report Filter AM Feature Code F9 n Call Detail Recording System Administration Guide 20 Unified Manager Unified Manager Table 2 shows the parameters you can configure using the Report Parameters window Refer to Report Parameters on page 20 Table2 Report Parameters Format Report Type SL 1 SL 1 Standard Norstar SL 1 CLID Norstar Standard Norstar CLID English Norstar Real Time French Norstar All D
80. t window on page 70 Figure 79 CDRClient window Nortel Networks Voice Record Display BE 99710704 13 59 22 RECORD RESTART Faas 99 16 04 13 49 29 LINE 6691 STN 2221 BC SPEECH 66 66 66 OUTGOING CALL 66 66 62 HOLD 66 66 62 UNHOLD DIGITS DIALED 9215215222 66 66 63 CALL RELEASED poem 99 16 04 13 49 55 LINE 6692 STN 2221 BC SPEECH 66 66 66 OUTGOING CALL DIGITS DIALED 9216468629 88 88 18 CALL RELEASED passes 99 16 04 13 56 31 LINE 6693 STN 2233 BC SPEECH 66 66 66 OUTGOING CALL 66 66 64 CALL RELEASED Server Set Server Start Stop COPY To use CDRC lient 1 Type the server name to connect to the Business Communications Manager server 2 Click the Set Server button to apply the name 3 Click the Start button to view call activity records Note If you do not know the server name ask your System Administrator gt The CDRClient maintains a limited number of records New records replace old records after the buffer is full 4 Click the Stop button to stop viewing call activity records To print records as you view them 1 Select the record you want to print or right click on the mouse to Select All 2 Click the COPY button or right click on the mouse to copy the record to the clipboard 3 Paste the record into a text application such as WordPad or Notepad 4 Print the record Note All records are maintained on the Business Communi
81. to The Market Parameters window parameters on page 28 Table 5 The Market Parameters window parameters CLID with Long CLID CLID with Support Call Answer Call Filter Hospitality Name Support Call Type Charge Supervision Duration Record Disable Disable Disable Disable Disable 0 30 Sec Disable Enable Enable Enable Enable Enable Enable Caution Some of the Report Options parameters are market specific If the parameter value does not match the trunk property Call Detail Recording can produce incorrect reports Changing the Market Parameters can affect some Access Bin Settings or Suppress Length Settings parameters If you are using a Call Accounting package to process reports consult your software vendor before you make any changes P0993139 01 Unified Manager Unified Manager 29 CLID with Name Call Detail Recording reports the CLID name of each call You can enabled or disabled this parameter at any time The CLID with Name default setting is Enabled This parameter applies to the Norstar Record Format only Not all trunks support Name CLID Long CLID Support Call Detail Recording supports long CLID digit reporting The Long CLID Support default setting is Disabled This parameter is market specific Do not change the default unless the trunk supports this feature CLID with Call Type Call Detail Recording supports long distance or unknown call types The CLID with Call Type
82. unications Manager key click the Services key 2 Click the Call Detail Recording folder or any key in the Call Detail Recording submenu 3 From the Configuration menu choose Clip File The format for the data file extension created is YY YYMMDDHHMMSS You can download these files using the Unified Manager 1 Click the Call Detail Recording key 2 From the Tools menu choose Web Download 3 From the Call Detail Recording section click the log file 4 Save the log file to the designated directory P0993139 01 Unified Manager Unified Manager 37 Data File Transfer The Data File Transfer feature provides you with a method of transferring the Call Detail Recording files to a central server A typical application of the Data File Transfer feature is when a company with several branch offices wants to analyze the telephony traffic at its branch offices using the Call Detail Recording information Without the Data File Transfer feature someone at the central office has to access each branch office individually and down load the files before the analysis can be done Using the Data File Transfer feature the Call Detail Recording information is automatically transferred from all of the branch offices to a central server on a defined schedule Methods of Data File Transfer There are two methods you can use to transfer the Call Detail Recording files to a central server e Data File Push Transfer e Data File Pull Transfer Data File
83. x number In the Prefix 2 through Prefix 8 list boxes enter the prefix numbers as required The Access Bin Settings Click on the Access Bin Settings key in the Comprehensive window see Figure 1 to open the window as shown in Figure 7 Refer to The Access Bin Settings and Suppress Length Settings window on page 31 Figure7 The Access Bin Settings and Suppress Length Settings window Access Bin and Suppress Length Settings r Access Bin and Suppress Length Settings Access1 Format 0 99999 Access 2 Access 3 Access 4 Access 5 Suppress1 07111777 Suppress 2 co Suppress 3 Suppress 4 Suppress 5 o Use the Access Bin Settings window to configure parameters for Access Bin Settings 1 to 5 and Suppress Length Settings 1 to 5 Call Detail Recording System Administration Guide 32 Unified Manager Unified Manager Access Bin Settings Access Bin Settings codes are used to access certain long distance carriers Personal Identification Numbers PIN can be associated with these codes The long distance user dials the code of the carrier up to five digits followed by the PIN 0 to 16 digits followed by the telephone number to make long distance calls Access Bin Settings provide security to the long distance user by suppressing the printing of the PIN in the output reports Suppress Length Settings You can have a maximum of five codes assigned at any one

Avaya Call Detail Recording System User's Manual

Contents

Download Pdf Manuals

Related Search

Related Contents