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Avaya Call Detail Recording System User's Manual

1. 0 0 00 0 eee 62 Sample call transfer from line sosooeoesersesrerersr rer ere eee 62 Sample end ball WE eceeoi we vei danne k a 62 Sample digits dialed INe sma ss sn bok ACE ae i nek eke Shae OR ER 63 Sample invalid password line sssseosereeserrer ers rr rr ers rr rr ess 63 Sample account code line vas Cicds Vissi we 8 Aaa Ee eas CG 63 Sample pass Wo 660506 enion dtor trobi eeceapaceeonee seanencaas 63 Sample last nE qc oe ei eee greek er re ia iiia RT Ene 63 Sample physical INS sec bank Co heen eed r rk fe ENN a 63 Sample CLID IYORTAa UDD 435628 kare re rr BRA AN Re TAA 64 Sample OOM SANS esiaren ENA ARR de de Rn Paes 64 Sample external call forward sossoseeeerrrser ers rr rr eee 64 Sample room Status VACANT cok s ser sd ses bebos RAR 65 Sample room status DAG sserekbsessessst rss keonr kke ret 66 Sample OOM SAME Mt 44 e a meo ses er EN RA 66 Sample room status full i ccc 43472 e sense se s Rs riiki taeran 66 Sample charges in GOWAN one ke ee ee oe dd ee eed 66 Sample charges in Wa cisaciaccecacas es neesiuPeaddess een anand 66 Sample charges UNE cs 3 ceed asra ded a 67 Sample wih no ChAOBS a web es brer edwin ade eave eae ds 67 Sample charges not available sososssseseses ers rr rr ers eee 67 Poe MIO 206 34 Oki dese e PRE Sa Rha eee RR VAR RENA 70 P0993139 04 Tables Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 Table 8 Table 9 Table 10 Table 11 Table
2. Figure 20 shows an example of end of call with currency charges of 123 50 The amount is rounded up to the nearest dollar Figure 20 Sample end of call with charges rounded up N 002 00 DN0285 T181000 07 19 17 21 00 00 03 888 00000 000124 Figure 21 shows an example of end of call with pulse charges of 456 units Figure 21 Sample end of call with pulse charges N 012 00 DN0285 T181000 07 19 17 31 00 00 02 99 00456 000000 Call Detail Recording System Administration Guide 48 Norstar reports Norstar reports Figure 22 shows an example of end of call with zero charges Figure 22 Sample end of call with no charge N 013 00 DN0285 T181000 07 19 17 33 00 00 04 45678 00000 000000 Figure 23 shows an example of end of call with charges not available Figure 23 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 reports and explains how to interpret the reports Norstar report types The Call Detail Recording supports four different Norstar report types e Norstar Standard reports e Norstar CLID reports e Norstar Real Time report e Norstar All report Norstar Standard reports
3. 00 00 00 OUTGOING CALL Figure 53 shows an example of the line following the header line when an incoming call is unanswered Figure 53 Sample unanswered call line 00 00 00 NO ANSWER RINGING 0 22 Call Detail Recording System Administration Guide 62 Norstar reports Norstar reports Figure 54 shows an example of the line indicating when an incoming call receives busy treatment Figure 54 Sample busy line 00 00 00 BUSY Figure 55 shows an example of the line indicating when the call is put on hold or taken off hold Figure 55 Sample hold and off hold lines 00 00 04 HOLD 00 00 06 UNHOLD Figure 56 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 Figure 56 Sample conference start and end lines 00 10 32 CONFERENCE STN2 7425 00 12 12 CONFERENCE LINE2 0052 00 12 45 CONFERENCE END Figure 57 shows an example of the line indicating when a call is transferred Figure 57 Sample call transfer line 00 00 00 TRANSFERRED Figure 58 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 Figure 58 Sample call transfer from line 00 00 00 FROM TRANSFER Figure 59 shows an example of the line indicating
4. 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 24 sows an example of an Outgoing call in Standard format Figure 24 Sample outgoing call RR 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 P0993139 04 Norstar reports Norstar reports 49 Figure 25 shows an example of an Incoming Call in Standard format Figure 25 Sample incoming call ir 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 information 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
5. Norstar report 59 Norstar Target line 54 P Physical lines Norstar 53 SL 1 47 Prefix Bin Settings accessing 30 Primary Rate Interface 55 Printable line 61 Call Detail Recording System Administration Guide 76 Index Programming Business Communications Manager Call Detail Recording parameters 17 publications related 13 R Remote administration 72 Report filter 22 Report format Norstar 21 48 49 Norstar All 52 Norstar Real Time 51 Norstar Standard 48 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 Report language 21 Report logs 43 Report Options accessing 24 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 P0993139 04
6. External call iowa 4 4 cc eb eas coin ie Pag ee oie EEEE Sens 57 Norstar report field definitions 0 cect a eee eke ewes eee eee ee 59 Norstar Standard and CLID report description 2 000505 60 Printable line descriptions 526 2e eccnsn ede iades eave ian deee dads 61 Norstar Real Time record description 0 0c eee eee sea 64 Real Time Hospitality record format 0 0 0 0 eee eee 65 Advice of charges at end of call 0cceces cee Powe s eee aes sr sr wands 66 Chapter 4 Install CDRClient application 0 20 e ee eee eee 69 Call Detail Recording display 4 645 4000s beens deen eee eee eee eee eee 69 The CORCIent WINKOW s lt 45 gt 3 Varese bevi deer ions es Ehei Er isere 70 Call Detail Recording Record Security 0 0 c eee eee 71 CDR Group User Administration ss ss s save dies i s eee 71 CDR User Management additional information ssssserseessessersss sr eae eee 71 GIGSGALY cecincinecnctoesscaeedvandese des be ddsees deans RNA RER NR 73 io a RR re rr ee r RR er S 75 Call Detail Recording System Administration Guide 6 Contents P0993139 04 Figures Figure 1 The Summary WNION or pee le ae de be dee eed Se oa 18 Figure2 The Report Parameters window s sossssrsarrerss bsr skotare rnkrr 19 Figure3 The Report Options window sseseererersrer ere rs rr rr eee 24 Figure 4 The Market Parameters window ssseeseeeserrer ers rr rr eee eee 28 Figur
7. 00 00 00 OUTGOING CALL DIGITS DIALED 98 CALL CHARGE 123 Lira 00 00 03 CALL RELEASED P0993139 04 Norstar reports Norstar reports 67 Figure 75 shows an example of end of call pulse charges of 456 units Figure 75 Sample charges in units 00 00 00 00 00 04 07 19 00 BC SPEECH OUTGOING CALL DIGITS DIALED 546 CALL CHARGE 456 PULSES CALL RELEASED 16 28 15 LINE 0181 LINE 285 Figure 76 shows an example of end of call with no charges Figure 76 Sample with no charges 00 00 00 00 00 03 07 19 00 BC SPEECH OUTGOING CALL DIGITS DIALED 55 CALL CHARGE 0 CALL RELEASED 16 29 40 LINE 0181 LINE 285 Figure 77 shows an example of end of call with charges not available Figure 77 Sample charges not available 00 00 00 00 00 02 07 19 00 BC SPEECH OUTGOING CALL CALL RELEASED 00 00 02 CALL RELEASED 16 26 13 LINE 0181 LINE 285 Call Detail Recording System Administration Guide 68 Norstar reports Norstar reports P0993139 04 69 Chapter 4 Install CDRClient application The CDRClient 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 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 Unifie
8. 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 SOM DIES PRI osasin Ben dr Are ai ae tee a Giles ES dundee 55 Sample incoming call with VoIP 000 ere rr sr ers rr rr s a 56 Sample incoming call with DNIS lsloooosseses ers rr er ere eee 56 Sample call with digit separator s gt se ss sas Rs KR RR eee 57 Sample external call with external call forward 000000 58 Sample internal call with external call forward 0000005 58 Standard and CLID report formats 02 00 ere sr rr rss 59 Real Time record format sss5eeess08erc cee igeeadndetacdee eens 60 Sample start header WING nett unk sek s esse ss Oe eee a 61 Sample restart line lt cccssccaaueseedwe Sa SE repe Koh BR eee ewe Res 61 SAME Call fingng lihe 4 ss oo wiv adhe seared erinti aies URNA 61 Sample g tgoihg WWE osc kon hues etek ee ewes ee bode ee 61 Sample unanswered call line 00 ccc eee eee 61 sample DUSTING sick sc cake ee es e0eeb areas degne sede en BR da 62 Sample hold and off hold lines 22c2ceeeceeksneeeeceean cena awe 62 Sample conference start and end lines 0000 e eee eee 62 Sample call transfer line
9. CFAC CFB CFNA CLASS CLID CMS DID DISA DN DND DNIS DRT ERC ETSI HS IP ISDN ISO KB LAN 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 P0993139 04 Related publications 13 MB PC PBX PIN PRI RC RO SER URL WAN Megabyte Personal computer Private branch exchange Personal Identification Number Primary Rate Interface Room condition Room occupancy Selective line redirection Uniform Resource Locator Wide Area Network Related publications For more information about using Business Communications Manager 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 04 15 Chapter 1 Introduction The
10. Note For more information about Norstar reports refer to Norstar reports on page 48 gt 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Parameters heading 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Parameters heading The Report Language window opens 3 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 Configuring the Report Parameters Configuring the Report Parameters Report Filter The Report Filter option allows you to specify the type of calls to be collected Table 3 describe
11. Sees 13 Chapter 1 IMtPOGUCTION ss ccs te We ROR ee eee wee eS 15 About Call Detail Recording coc sc ss aks eens shee Deck ee de ek see eS 15 Call Detail Recording provides information about 000e eens 15 You can use information collected by Call Detail Recording to 15 Your role as System Administrator 0 0 0 0 00 cece ee 16 Chapter 2 Configuring Call Detail Recording 0 sr eee eee rr rr eee 17 Configuring the Call Detail Recording Summary parameters 4 18 Configuring the Report Parameters 000 0c eee 19 Report formats and ypes sacks poke woke p Rsk oa R EHR ONSRE NREN CERES 20 SL APOE aeris retak eG eid Weber Aen hed eee h eee peg eeees 20 Assign the SL 1 report Pe sams ede owe er de Ma i oh ee AR Eea 20 Norstar reporls 33 e ss sect cases der i dbeent RR brer NER h RR KRA 21 Assign the Norstar report type ssssoseersrssesrssrss rss sr ssk skr ses 21 Pepot LANGUAGE ono been sc ve eed RR REN NNE NN RR R 21 Repot FING o so sc cones ere Re RR RR DR NRA RR CRETE EER ARE 22 Account Code Feature Code nu snus kk rss ere a re kh es ark eda 22 eieaa oea OSS IE e re sara NEN E T E E E NA 23 USING Account CONES paese i a hae hed see a RR dak 23 Configuring the Report Options lt s isressirersse sineren Mb RR KR a a una 24 Date FONE gt 4 55 tans Are RR RRI ans Seder chee nian seams EES 25 Header FOMA cntecagugneing Sean ttire aaO AREE e AAR 25 Dt 5 satser de
12. 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 are not sent to a central server The default for this parameter is None IP Address or 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 Bu
13. 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 click on Configuration in the menu bar the Configuration reminder window shown in Figure 7 appears Figure 7 The Configuration reminder window Summary Configuration Reminder Configuration Reminder Changes to Status and Startup are immediate Yes Read Only Field Other changes exist requiring Commit or Undo Ino P0993139 04 Using the Configuration menu Using the Configuration menu 33 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 8 shows the parameter you can configure using the Configuration reminder window Table 8 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 gt immediate and Other changes exist requiring Commit or Undo parameters are read only fields Using the Configuration menu The Configuration menu is available from all of the Call Detail Recording Administration window The three o
14. a call The digits can include 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Options heading The Report Options window opens 3 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 P0993139 04 Configuring the Report Options Configuring the Report Options 27 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 e 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 w
15. computer you are using to access the Call Detail Recording records must have the telephone number that is in the Callback Number box If Callback Number is not telephone number for your computer Business Communications Manager will block access the records even if the correct user name and password are used 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 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 Call Detail Recording System Administration Guide 72 CDR User Management additional information CDR User Management additional information 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
16. configure the Business Communications Manager server to enable delivery of CLID information 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 Ifthe 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 Call Detail Recording System Administration Guide 50 Norstar reports Norstar reports Figure 26 shows an example of an incoming call with CLID Figure 26 Sample incoming call with CLID UNKNOWN BC SPEECH sae Se 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 4032919123 NAME UNKNOWN 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 27 shows an example of an abandoned no answer incoming call with CLID Figure 27 Sample call with CLID not answered cia 04 04 99 20 30 00 LINE 0035 CALL
17. example of an Account Code list Refer to Sample Account Codes on page 23 Table 4 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 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 Call Detail Recording System Administration Guide 24 Configuring the Report Options Configuring the Report Options Configuring the Report Options Click the Report Options heading to display the Report Options window Figure 3 The Report Options window Report Options Report Options Date Format MMDDNY v Header Format Line Station x DNIS Info Enable w Connect Char Disable w Clip File Schedule File size v Clip File Size 100KB 44 CDR Disk Space Limit MB 40g Table 5 shows the parameters you can configure using the Report Options window Table 5 Report Options parameters Da
18. permission to the Business Communications Manager server The System Administrator can administer 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 P0993139 04 73 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 Recording and to organize it according to a company s nee
19. the third field it does not contain any characters and appears blank 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 leading 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 e vacant e basic e m
20. window appears Figure 1 The Summary window Summary Configuration Reminder Summary Name CDR Version CDR 3 01 20 Description BCM Call Detail Recording Status Up x Startup on Reboot Enable Automatic v 3 Configure the Summary parameters according to Table 1 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 start the Call Detail Recording service when the Business Communications Manager sys
21. with Bearer capability zs SS 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 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 41 shows an example of an incoming call using the TIE service with service ID 0 and the corresponding outgoing call using the PUBLIC service Figure 41 Sample PRI FR 01 01 98 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 laine 01 01 98 01 38 00 LINE 0023 STN 223 BC SPEECH PRI SERVICE PUBLIC 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 00 01 35 CALL RELEASED 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 Call Detail Recording System Administration Guide 56 Norstar reports Nor
22. 000 DN2221 04 04 15 07 Call Detail Recording System Administration Guide 46 SL 1 reports SL 1 reports Figure 14 shows an example of a two line conference call with two outgoing calls Figure 14 Sample conference call S 000 01 DN6545 T038000 04 04 12 23 9369552 E 001 01 CFO001 1038000 04 04 12 27 S 002 01 DN6789 T047000 04 04 12 23 8082635 E 003 01 CFO001 1047000 04 04 12 27 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 15 shows an example of an incoming call on line 38 to station set 2221 with CLID enabled The CLID number available is 4037692000 Figure 15 Sample incoming call with CLID N 034 00 T038000 DN2221 04 04 15 32 00 10 24 4037692000xxxxxx Figure 16 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 Figure 16 Sample incoming call with Call Information and without CLID N 035 00 T037000 DN2211 04 04 14 22 00 12 04 Figure 17 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 avail
23. 12 Table 13 Summary window parameters s sossssersssesersrr ere eee 18 Feron raa giria aana 19 Report Filter OpUONS 4 iask aka vc ae Ea aaa ARR 22 Sample Account Codes 22 cui kicked cakes eed eee a ede eee es 23 Report Options parameters 00 0 cece eee 24 Market Paraineigls oi40cec ke seed ess deres Fei l ker gees eee ES 28 The Market Parameters window parameters 00 0s 29 Configuration reminder window 0200 cece eee eee eee 33 Data File Transfer parameters 020 cee eee eee 39 Field delinitions f r INS T cece veneer sags ames ene KRKA 44 Field definitions for line os5 sees aseeeuses csr aed iocaeanekas 44 Report options and letter codes 000 c eee eee 45 Report options and letter codes 0000 ers rss rs rr rr ra 51 Call Detail Recording System Administration Guide 10 Tables P0993139 04 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 Thi
24. All Outgoing Prefix or Account Code Click the OK button 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 View or modify the Feature Code from the Call Detail Recording Report Parameters window P0993139 04 Configuring the Report Parameters Configuring the Report Parameters 23 To assign or change the Feature Code 1 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Parameters heading The Report Parameters window opens 3 Inthe Feature Code 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 account number can have a maximum of 12 digits but cannot contain symbols such as or Table 4 gives an
25. G 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 LONG DISTANCE UNKNOWN Peter Pan DNIS NUMBER 4032652300 PRI SERVICE PUBLIC PRI SERVICE PRIVATE PRI SERVICE TIE PRI SERVICE FX PRI SERVICE OUTWATS PRI SERVICE SWITCHED DIGITAL PRI SERVICE INWATS PRI SERVICE INTL 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 Call Detail Recording System Administration Guide 60 Norstar reports Norstar reports Figure 48 shows an example of the lines available for printing by Call Detail Recording in the Real Time report Figure 48 Real Time record format 0 1 2 3 4 5 6 7 1234567890123 456789012345678901234567890123456789012345678901234567890
26. ING NUMBER 4032919123 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 3 15 Figure 28 shows an example of a call report with CLID number truncated Figure 28 Sample call with truncated CLID UNKNOWN BC SPEECH alain 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 12345678901 NAME UNKNOWN 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 29 shows an example of a call with only a partial CLID number Figure 29 Sample call with partial CLID UNKNOWN BC SPEECH Sesana 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 1234567890x NAME UNKNOWN 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED P0993139 04 Norstar reports Norstar reports 51 Norstar Real Time report Real Time call records are one line long All Real Time records begin with an asterisk to differentiate them from non Real 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 13 Table 13 Report options and letter codes Letter code Report option G Ringing D Dialed Number Identification Service DNIS A Answered N No Answer T Tran
27. 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 e 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 e The second field describes the event associated with that call Events can be either a call state like hold or transfer or a user action like account code entry e The third field is data that further describes the action indicated in the second field P0993139 04 N
28. NE 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 gt 99 16 04 13 49 55 LINE 6692 STN 2221 BC SPEECH 66 66 66 OUTGOING CALL DIGITS DIALED 9216468 629 60 66 18 CALL RELEASED sossssss 99710704 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 CDRClient 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 Communications Manager server Use Business Communications Manager Unified Manager to obtain records and print files P0993139 04 Call Detail Recording Record Security Call Detail Record
29. Nortel Networks Business 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 e 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 e call duration e call charges e 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 represent
30. Part No P0993139 04 September 17 2003 Business Communications Manager Call Detail Recording System Administration Guide NORTEL NETWORKS Copyright 2003 Nortel Networks All rights reserved September 17 2003 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 04 Contents FIGUES sr s n vs ae KD DRADER DE SEEDER EO ssd 7 TADICS sic s n cc dene s ck hals he ea ee ASKA SAR KeA KeA AR ee AR 9 Pref Ce 5 065 665 00055640 056 090196 n is TRAE ERR fakes 11 Beate OW DEJN sonal ae eke ee OR See ee ees Cae oes 11 Emergency STI DIANO ccc vcore panes aden ed ea Shs Enes gee a Kaw ed eee 11 TOCOEN gt 44 4 acc 4 Ada bd Bo ditt NR REN Brr soe eeon sede 11 PO NIST Oi Ce EE E kee en a O AE ee edn ene Bee ash 12 Related publications 22 c ciccaetende saree endeed ee ee eee RR RAR NR
31. S Ene bea ces Heh Ss Wide ASA DS nak L EE NANNE 35 Data File Want 4 sms senses k r ARNE RE BRR CER NRA RER 36 Methods of Data File Transfer 000 cece eee RR RA 37 Data File Push TrafSl t sosse be ek ake wes Keates bei ead de cece FR EEA 37 Data File Pull Tranier sscicisrrssokecrerisarkest d rirEki tbe rEE wes 37 Features of Data File Transier 2 6 20 2405 0eee bie esis e beeen eeteneds 38 Central server requirements 0 000 cece tees 38 Scheduling the Push transfer of the Call Detail Recording information 38 Transferring the Call Detail Recording information immediately 41 Transferring the Data Files using a Pull transfer sssosssssssss ser ers rr rr sa 41 Setting up the Call Detail Recording user account ssssssssss sees reta 41 Setting the Data Transfer type to Pull ssssossrsseesr ere rer eee eee 42 Configuring the Central Client 0 0600 eee 42 Chapter 3 Call Detail Recording Reports 000 eee ee eee eee eee 43 SLA TEPOS giles cdc en Sr og a etal oy ech eased aap ede unin ach bien ta el 43 PEDO 44 v r cde eae ds eee BR RARE ene Bude RR 43 SLA TERO ME erreser ern bs ion arse tte eee dan SSH a wee EE ESS AEE 43 SL f report Te dehMitionS ss eke ed ok DA ek pa am eee 44 SL 1 report ORONS nex scheceGeeeeae snosio NR ar BIR a a 45 SLA Stahdard BRONS cus yeh rer eee RR Meek NR a RA NS Re 45 Sle CUD f ROMS ra don vera ar ke RARE SE ARR ARR ERER 46 SL 1 Target line Phys
32. XXXXXXXXX BC SPEECH PRI SERVICE TIE XXXXX VOIP CALL Figure 67 shows an example of the lines indicating when the room occupancy status of room 12345 changes to vacant Figure 67 Sample room status mi e 23 01798 23 49 00 STN 12345 HOSPITALITY VACANT Figure 68 shows an example of the line indicating when a call is externally forwarded Extension 221 is responsible for the external call forward event Figure 68 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 e datein MMDDYY format e time in HHMMSS format e 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 e call state P0993139 04 Norstar reports Norstar reports 65 The date field is a fixed length of six digits MMDDYY 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
33. able is 4032919001 Figure 17 Sample incoming call transferred with Call Information available S 029 00 T038000 DN7447 04 04 15 02 4032919001xxxxxx E 030 00 T038000 DN2223 04 04 15 07 4032919001xxxxxx P0993139 04 SL 1 reports SL 1 reports 47 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 18 shows an example of an incoming call on target line 103 and transferred to another station set The physical line is 37 Figure 18 Sample target line transfer S 029 00 T037103 DN7499 04 04 15 02 E 030 00 1037103 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 19 shows an example of end of call with currency charges of 123 45 The amount is rounded down to the nearest dollar Figure 19 Sample end of call with charges rounded down N 003 00 DN0285 T181000 07 19 16 43 00 00 02 999 00000 000123
34. all Detail Recording System Administration Guide 32 Saving configuration changes Saving configuration changes Suppress Length Settings You can have a maximum of five codes assigned at any one 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Access Bin Settings heading The Access Bin Settings Suppress Length Settings window opens 3 Inthe Access 1 list box enter the access code 4 Inthe Access 2 through Access 5 list boxes enter the access code as required To enter or change the Suppress Length Settings 5 Inthe Suppress 1 list box enter the Suppression Setting 6 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
35. an example of a Standard Hospitality record with room 12345 status set as vacant Figure 33 Sample room status vacant aaa 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Figure 34 shows an example of a Standard Hospitality record with room 732 status set as basic Figure 34 Sample room status basic SSS 55 23 01 98 23 49 00 STN 732 HOSPITALITY BASIC Figure 35 shows an example of a Standard Hospitality record with room 73 status set to mid Figure 35 Sample room status mid 23 01 98 23 49 00 STN 73 HOSPITALITY MID Figure 36 shows an example of a Standard Hospitality record with room 7 status set to full Figure 36 Sample room status full EA 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 37 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 Figure 37 Sample target line and physical line eee aes 12 12 97 12 00 01 LINE 0101 STN 7468 00 00 00 INCOMING CALL LINE 0038 00 28 33 CALL RELEASED Call Detail Recording System Administration Guide 54 Norstar reports Norstar reports Busy reports Call Detail Recording produces two types of busy reports e Direct Inward Dial
36. ar reports Figure 45 shows 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 Figure 45 Sample external call with external call forward Sane 12 31 99 11 59 59 LINE 0001 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED LINE REASON 0002 CFAC Figure 46 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 Figure 46 Sample internal call with external call forward Saam 12 31 99 11 59 59 STN 222 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED LINE REASON 0002 CFAC P0993139 04 Norstar reports Norstar reports 59 Norstar report field definitions Figure 47 shows all of the lines available for printing by Call Detail Recording in the Norstar report Figure 47 Standard and CLID report formats 0 1 2 3 4 5 6 7 1234567890123456789012345678901234567890123456789012345678901234567890 MM DD YY HH MM SS LINE XXXX STN XXXXXXX MM DD YY HH MM SS LINE XXXX LINE XXXX MM DD YY HH MM SS LINE XXXX MM DD DY HH MM SS RECORD RESTART 00 00 00 INCOMING CALL RINGING 0 00 00 00 00 OUTGOIN
37. 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 Security note The Data File Pull Transfer uses a secure SSL interface to transfer the amp Call Detail Recording data files The Data File Push Transfer does not use a secure interface to transfer the Call Detail Recording data files Call Detail Recording System Administration Guide 38 Data File Transfer Data File Transfer Features of Data File Transfer You can schedule a data file transfer so that the Business Communications Manager system sends the data files on a regular basis daily weekly or monthly and at a specified time You can manually start the transfer of data files from the Business Communications Manager system when you need the Call Detail Recording information immediately Business Communications Manager can compress the Call Detail Recording information to reduce the amount of time it takes to transfer the files Business Communications Manager can automatically attempt to re send the data if the initial data transfer fails 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 th
38. ative for more information You can use information collected by Call Detail Recording to e allocate telephone costs to departments or individuals e 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 Your role as System Administrator Your role as System Administrator Your role as System Administrator As System Administrator you perform the initial and ongoing administration tasks Your tasks include e administering Call Detail Recording e determining Account codes used as references for tracking telephone calls e interpreting reports AN 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 passi
39. ays 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 04 Data File Transfer Data File Transfer 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 option uses the Push method of Data File Transfer To transfer the Call Detail Recording information immediately 1 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Data File Transfer heading The Data File Transfer screen appears 3 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 9 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 4 On the Configuratio
40. ble w 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 vw P0993139 04 Configuring the Market Parameters Configuring the Market Parameters 29 Table 7 shows the parameters you can configure using the Market Parameters window Table 7 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 Assign or change Market Parameters To assign or change the Market Parameters O ON Oo BB W On the navigation tree click the Services key and click the Call Detail Recording key Click the Market Parameters heading The Market Parameters window opens From the CLID With Name list box select Enable or Disable From the Long CLID Suppo
41. click CDRUserGroup N Oo oF BB W Click the Save button 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 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 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 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 cust
42. d 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 CDRClient 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 CDRClient window appears Call Detail Recording System Administration Guide 70 Call Detail Recording display Call Detail Recording display The CDRClient window Using CDRClient you can view and print records Figure 78 shows an example of the CDRClient window Refer to CDRClient window on page 70 Figure 78 CDRClient window Nortel Networks Yoice Record Display BE 99710704 13 49 22 RECORD RESTART Faas 99 16 04 13 49 29 LI
43. dministration 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 34 Figure 9 The Undo option window WH Performance Fault Report Tools Logoff ort Parameters fort Parameters Format Norstar w Report Type All v Language English v Report Filter All x Feature Code F9 foo Undo changes To undo changes and restore previous values 1 On the navigation tree click the Services key and click the Call Detail Recording heading 2 From the Configuration menu choose Undo Previously committed values are restored 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 P0993139 04 Using the Configuration menu Using the Configuration menu 35 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 35 Figure 10 The Clip File option window Performance Fault Report Tools Logof ort Parameters ort Parameters Format Norstar w Report Type All v Language English Report Filter Al
44. 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 10 and Table 11 show summaries of field definitions for SL 1 reports line 1 and line 2 Table 10 Field definitions for line 1 Column Name Format Definition 1 RecType Y report type 2 Blank Blank space 3 5 RecNo XXX report seq number 6 Blank Blank space 7 8 CustNo 00 Customer number 9 Blank 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 Table 11 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 sup
45. ds 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 74 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 Recording data must be translated into before the da
46. e 24 Sample outgoing tall 22 0 4 senses ss oe es AR RR eee ee eae RR eee 48 Figure 25 Sample incoming call 1 isos sakes cadece ced db eed ended dards 49 Figure 26 Sample incoming call with CLID 0 000 cee eee eee 50 Figure 27 Sample call with CLID not answered 0 000 cee eee 50 Figure 28 Sample call with truncated CLID 00 00 c eee eee 50 Figure 29 Sample call with partial CLID 0 00 00 eee eee 50 Figura 30 Samiple call with DWIS 4 204sseees een deed seat te daveseds 51 Figure 31 Sample call transfer 244 scca00sekeckew adda be nena cae eeeeeeaaeus 52 Figure 32 Sample call with Standard CLID and Real Time information 52 Figure 33 Sample room status vacant 2 240 0c0e ewe eee eee eb eee 5a Figure 34 Sample room statue basi 1 so ss see s kal da os aah eso dare a RR 53 Figura 35 Sample mom Status Mid csi ccs cs anv sm veka on beses ceresti iiis 53 Figure 36 Sample room status full ssososssesesersrrr rss rr rr rk stR ened 53 Figure 37 Sample target line and physical line sssossssseserss rr er ers r eee ess 53 Figure 38 Sample busy call with DID 2 0 0 0 rs rr rr rss rer eee 54 Figure 39 Sample busy call on a target line sosssseseseserssrr er ere rer rest 54 Figure 40 Sample incoming call with Bearer capability 55 Call Detail Recording System Administration Guide 8 Figures Figure 41 Figure 42 Figure 43 Figure 44 Figure
47. e 5 The Prefix Bin Settings window sssossesesessrsss cee ers rss rss ess 30 Figure 6 The Access Bin Settings and Suppress Length Settings window 31 Figure 7 The Configuration reminder WiNCIOW sssserereeser reser ss eee eee 32 Figure 8 The Commit option window 00 0c 33 Figures The Unde option WINGOW smo sosse se ene sl ho ae el af re Sle we 34 Figure 10 The Clip File option window ssorereesrererr er er ers rr rr eee 35 Figure 11 Sampleoutgongeall ocsisscc sse sa ns es ses oe eeadeden 45 Figure 12 Semple incoming Call cc ccd bes seek be see a are Ae RAR dete diana 4 45 Figure 13 Sample call transfer 3 svs ss se seek es ee RR are a RR ra BR aki 45 Figure 14 Sample conference call 0 cece eee eee 46 Figure 15 Sample incoming call with CLID 0 0 00 c eee eee 46 Figure 16 Sample incoming call with Call Information and without CLID 46 Figure 17 Sample incoming call transferred with Call Information available 46 Figure 18 Sample target line transfer 00 2 cee eee 47 Figure 19 Sample end of call with charges rounded down 5 47 Figure 20 Sample end of call with charges rounded up 00 0005 47 Figure 21 Sample end of call with pulse charges 000 cece eee 47 Figure 22 Sample end of call with no charge 0 0c reser rer sr eee 48 Figure 23 Sample end of call with charges not available 48 Figur
48. 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 38 shows an example of a busy call to a set with DID Figure 38 Sample busy call with DID 03 02 99 15 09 32 LINE 0235 00 00 00 BUSY LINE 0035 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 39 shows an example of a call to a busy target line Figure 39 Sample busy call on a target line o SSs55 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 P0993139 04 Norstar reports Norstar reports 55 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 40 shows an example of an incoming call with Bearer capability data Figure 40 Sample incoming call
49. e following an FTP Server application installed a Central Client can schedule and initiate Pull Transfers for Pull Transfer only a ZIP UNZIP utility installed a username password defined for use by the Business Communications Manager system that has the appropriate access for FTP transfer 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 a user account in the CDR Group on the Business Communications Manager system for Pull Transfers only Scheduling the Push transfer of the Call Detail Recording information You can schedule a Data File Push Transfer to occur on a regular basis When you create the schedule you need to specify where the files are transferred to 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Data File Transfer heading The Data File Transfer screen appears P0993139 04 Data File Transfer Data File Transfer 39 3 Configure the Data File Transfer parameter according to Table 9 Table 9 Data File Transfer parameters Machine Name Setting Description
50. efault 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 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Parameters heading The Report Parameters window opens In the Format list box select SL 1 In the Report Type list box select Standard or 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 P0993139 04 Configuring the Report Parameters Configuring the Report Parameters 21 Norstar reports Use the Norstar report format for more detailed and concise call reports
51. elected 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 Figure 32 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 D T 030298 155200 0022 7169 4037692000 UNKNOWN D R FR 03 02 98 15 49 20 LINE 0022 STN 7101 CALLING NUMBER 4037692000 NAME UNKNOWN LONG DISTANCE DNIS NUMBER 8002349876 BC SPEECH 00 00 00 INCOMING CALL RINGING 0 15 00 00 20 HOLD 00 00 25 TRANSFERRED Prai 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 P0993139 04 Norstar reports Norstar reports 53 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 33 shows
52. end 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 0 Call Detail Recording System Administration Guide 40 Data File Transfer Data File Transfer Table 9 Data File Transfer parameters Continued 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 successfully 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 2 digits day 2 digits hour 2 digits minute 2 digits 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 o
53. er or voice mail service To identify the digits dialed to connect the call and digits dialed after the call is connected you can insert an between them Figure 44 shows an example of an outgoing call with call connected digit separator Figure 44 Sample call with digit separator RR 01 01 99 01 38 00 LINE 0023 STN 223 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 0132 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 CFNA When an incoming call is unanswered and externally forwarded Call Detail Recording reports the call as outgoing The reports provides the e incoming line or extension e outgoing line e extension responsible for the external call forward e reason for the external call forward e digits dialled Note For more information refer to the Installation and Maintenance Guide that came with your system Call Detail Recording System Administration Guide 58 Norstar reports Norst
54. f 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 Monday 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 specify 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 Displ
55. g 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 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 Click the Market Parameters heading to open the Market Parameters window Figure 4 The Market Parameters window Market Parameters Market Parameters CLID with Name Ena
56. hen 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 interval is assigned but only when the Clip file Schedule option is selected CDR 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 Configuring the Market Parameters Configuring the Market Parameters Configuring the Market Parameters There are seven Market Parameters The seven Market Parameters are described in the Table 6 Table 6 Market Parameters Market Parameter Description 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 reportin
57. ical lines 0 sds me ee Dede ee 47 Auto Attendant and Call Center station set numbers 20 5 47 Advice of charges at end of call AOCE 20 000 cece eee 47 P0993139 04 Contents 5 Nosta PPO oun ane cael ie rw ies re reor ole sk te Af RR REA 48 Norstar report TPES aac ss gt gt sek ome ees CARER RRR RT Oem oe eS 48 Norstar Standard reports 2ciccceccessave siavavteusage dba das ERA 48 Norstar CUD epONS savannen siren ANAR Rater es 49 Norstar report field definitions o25o60si cake eee eeeeeheeeeeeaeeee wees 49 Noster Real Time report 2 00 2c asses Che ead i eee diu ee ees 51 Meisel AN SOPOR 4 4006 8406 pack RUS ENS RAR NR RAA 52 Auto Attendant and Call Center station set numbers 0005 52 Standard Hospitality record format 0 40020 0006 senses eee eee 53 Target line Physical ines ss 6 svea de a re rir lar eeu ahhh cee eee e 53 Busy TROIS oo atu stank ed RA A Rae eee Oe eee Awd BEES PERO Ries dae es 54 Direct Inward Dial DID BUSY sx axa ewe ee ede eee eee 54 Target ING BUSY cocci ce eee REE ee ee Oa E 54 Bearer capability dala gt s sv aent a pase Reh ianh MAROC ESET REED MRS 55 PRICA SMe ceed ua npees aa hib ede ener ar RARE ehabineded 55 Voice over IP calls c ccek eoee indeed see ERR VE EEO eee DOERR TERE EERE ES 56 Dialed number identification service 0 00 rss rr rr rk rr rss 56 Call connected digit separator as cece 57
58. id full Room number lengths range from one to five digits Figure 69 shows an example of a Real Time Hospitality record with room 12345 status set to vacant Figure 69 Sample room status vacant 012398 234900 12345 H V Call Detail Recording System Administration Guide 66 Norstar reports Norstar reports Figure 70 shows an example of a Real Time Hospitality record showing room 732 status set to basic Figure 70 Sample room status basic 012398 234900 732 HB Figure 71 shows an example of a Real Time Hospitality record showing room 73 status set to mid Figure 71 Sample room status mid 012398 234900 73 HM Figure 72 shows an example of a Real Time Hospitality record showing room 7 status set to full appears below Figure 72 Sample room status full 012398 234900 7 HF 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 73 shows an example of end of call currency charges of 123 45 Figure 73 Sample charges in dollars Sooo 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 74 shows an example of end of call currency charges of 123 Lira Figure 74 Sample charges in lira F ra a 07 19 00 16 16 56 LINE 0181 LINE 285 BC SPEECH
59. ing 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 To access the Call Detail Recording records you must log on to the Business Communications Manager system using a user name and password that is a member of the CDR User Group Members of other User Groups including the Admin User Group cannot access the Call Detail Recording records To guard against unauthorized access to Call Detail Recording records you must add only the authorized users to the CDR User Group In this configuration the Business Communications Manager security protects all records against unauthorized access CDR Group User Administration By default the CDR User Group has no members The System Administrator can add users to the CDR User Group using the Unified Manager The System Administrator can also modify user access privileges or delete existing user names from the group For information about how to add delete and modify users and User Groups refer to the Programming Operations Guide Note If you enable the Callback feature the
60. issed 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 Figure 64 Sample last line REPORTS LOST Figure 65 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 Figure 65 Sample physical line LINE XXXX Call Detail Recording System Administration Guide 64 Norstar reports Norstar reports Figure 66 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 Figure 66 Sample CLID information CALLING NUMBER XXXXXXXXXXX NAME XXXXXXXXXXXXXXX UNKNOWN DNIS NUMBER X
61. l M Feature Code F9 foo Clip File To clip the file log 1 On the navigation tree click the Services key and click the Call Detail Recording heading 2 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 Data File Transfer feature For information about how to use the Data File Transfer feature refer to Data File Transfer on page 36 Call Detail Recording System Administration Guide 36 Data File Transfer Data File Transfer 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 This section provides information about e Methods of Data File Transfer on page 37 e Features of Data File Transfer on page 38 e Central server requirements on page 38 e Schedu
62. ling the Push transfer of the Call Detail Recording information on page 38 e Transferring the Call Detail Recording information immediately on page 41 e Transferring the Data Files using a Pull transfer on page 41 P0993139 04 Data File Transfer Data File Transfer 37 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 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
63. n 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 Set up 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 account on every Business Communications Manager system from which the Central Client will pull information To set up the Call Detail Recording user account 1 On the navigation tree click the Management key and click the UserManager heading The User Profile screen appears Call Detail Recording System Administration Guide 42 Data File Transfer Data File Transfer 2 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
64. navigation tree click the Services key and click the Call Detail Recording key 2 Click the Prefix Bin Settings heading The Prefix Bin Settings window opens In the Prefix 1 list box enter the prefix number In the Prefix 2 through Prefix 8 list boxes enter the prefix numbers as required P0993139 04 Configuring the Access Bin Settings Configuring the Access Bin Settings 31 Configuring the Access Bin Settings Click the Access Bin Settings heading to open the Access Bin Settings and Suppress Length Settings window Figure 6 The Access Bin Settings and Suppress Length Settings window Access Bin and Suppress Length Settings r Access Bin and Suppress Length Settings Access1 pp HH Format 0 99999 Access 2 Access 3 ooo Access 4 i Access 5 eB Suppress 1 Suppress 2 Cc Suppress 3 Suppress 4 Suppress 5 f Use the Access Bin Settings window to configure parameters for Access Bin Settings 1 to 5 and Suppress Length Settings 1 to 5 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 C
65. om 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 04 43 Chapter 3 Call Detail Recording Reports Call Detail Recording provides two types of report e SL 1 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 explains 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 RB O N 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
66. orstar reports Norstar reports 61 Printable line descriptions Figure 49 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 Figure 49 Sample start header line RR RA MM DD YY HH MM SS LINE XXXX STN XXXXXX Figure 50 shows an example of the line following the header line when Call Detail Recording or the Business Communications Manager server re starts Figure 50 Sample restart line RECORD RESTART Figure 51 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 third field shows when the call starts ringing Figure 51 Sample call ringing line 00 00 00 INCOMING CALL RINGING 0 04 Figure 52 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 Figure 52 Sample outgoing line
67. port AOCE P0993139 04 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 12 Table 12 Report options and letter codes Letter code Report option Initialization report Normal report Start report End report Authorization report Charge report zlOl gt mi nlz 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 option 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 11 shows an example of an outgoing call on line 52 from station set 7425 Figure 11 Sample outgoing call N 027 00 DN7425 1052000 04 04 14 03 00 01 32 5551212 Figure 12 shows an example of an incoming call on line 47 to station set 2221 Figure 12 Sample incoming call N 028 00 T047000 DN2221 04 04 14 22 00 12 04 Figure 13 shows an example of an outgoing call on line 38 from station set 7447 and transferred to station set 2221 Figure 13 Sample call transfer S 029 00 DN7447 T038000 04 04 15 02 8761344 E 030 00 T038
68. ptions under Configuration are Commit Undo and Clip File Figure 8 Figure 9 and Figure 10 show the three Configuration option windows Configuration Commit Call Detail Recording Administration maintains a copy of 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 33 Figure 8 The Commit option window Undo Clip File A Performance Fault Report Tools Logoff prt Parameters ort Parameters Format Norstar Report Type All v Language English v Report Filter All x Feature Code F9 io Call Detail Recording System Administration Guide 34 Using the Configuration menu Using the Configuration menu Commit changes To make and apply changes 1 On the navigation tree click the Services key and click the Call Detail Recording heading 2 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 A
69. rameter 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Options heading The Report Options window opens 3 In the Header Format list box select Line Station or Source Destination Call Detail Recording System Administration Guide 26 Configuring the Report Options Configuring the Report Options 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Options heading The Report Options window opens 3 Inthe DNIS Info list box select Enable or Disable Connect Char Characters Normally Call Detail Recording reports all the digits the user dialed to connect
70. rr eaer aea 26 Connect Char CharacterS 324 se sb eee a see Canes oe eee RR a Ra ra 26 CAD File SOCOM 2 2 5 hoe ee N Chinen SEA de l ov gr ro Sr 27 a TETE ATTESE SN RAN HE AT TETTE TT TEATE 27 COR Dick Spaca IT cco cic dics gens eens a NR A oh a ee ReE 27 Call Detail Recording System Administration Guide 4 Contents Configuring the Market Parameters 000 00 cette 28 Assign or change Market Parameters 000 e eee eee eee 29 Configuring the Prefix Bin Settings 0 0 00 c cee eee 30 Fisin Wer cnecientieeeteusnonnane mi tieei egy ete uaeudewn RE 30 Assign or change Prefix Bin Settings 000 cece eee eee 30 Configuring the Access Bin Settings 002 0c eee eee 31 Access Bin SSUMOR 4 2644 orons erranera ir NAR AR tere hwed ees 31 Suppress Length SettiN0S 20s 4sc0deetaccsadaviogeasrseeisederntaes 32 Assign or change Access Bin Settings and Suppress Length Settings 32 Saving configuration changes ss ss ss ssk here dee be eee ea Pee e Gees eae 32 Using the Configuration men coy eaeeeeliedeiesehe idee iases ieee sags 33 Configuration Commit ogc 344445 4 eee a MOR gt SAR Jere S OA 6 EE om Me Sd 33 CIOMMIL OITGINGES 2214 pe cn anseende f r dr Ar I rn NER an RNE a 34 CONNQUIANON UNGO 443563 rva i dao bot a Bede AR AR eee rr B Re 34 Une Cia senkend ekke dre REGENTER RARE 34 Contiguration Clip Flle 814 44 4 6 a Geet RR eed r a RR ease a 35 N
71. rt list box select Enable or Disable From the CLID With Call Type list box select Enable or Disable From the Support Call Charge list box 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 In the Hospitality Record box select Enable or Disable Call Detail Recording System Administration Guide 30 Configuring the Prefix Bin Settings Configuring the Prefix Bin Settings Configuring the Prefix Bin Settings Click the Prefix Bin Settings heading to open the Prefix Bin Settings window Figure 5 The Prefix Bin Settings window Prefix Bin Settings Prefix Bin Settings Prefix 1 Format 0 99999999 Prefix 2 fi Prefix 3 Prefix 4 a Prefix5 411 Prefix 6 Prefix 7 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 0 1 90 91 411 and 9411 Assign or change Prefix Bin Settings To assign or change a Prefix filter 1 On the
72. s the options available Table 3 Report Filter options Report Filter option Description All Call Detail Recording reports all incoming and outgoing calls Outgoing Call Detail Recording only reports on outgoing calls Incoming calls are not reported Prefix 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 0 1 90 91 411 and 9411 Invalid Password attempts are reported regardless of the Report Filter selected Account codes Call Detail Recording reports only calls with account codes associated with them Only one of the above reports can be selected at a time The Report Filter default is All and can be Account Code To assign or change a Report Filter 1 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Parameters heading The Report Parameters window opens In the Report Filter option select
73. s 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 Call Detail Recording System Administration Guide 12 Acronyms italic text Forward slash Acronyms Indicates new terms and book titles Example Business Communications Manager Installation and Maintenance Guide Separates names where two actions are assigned to one button Example MM DD YY This guide uses the following acronyms AL AOCE ASM ATA BRI CDR
74. sfer R Released HV Hospitality vacant HB Hospitality basic HM Hospitality mid 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 30 shows an example of a call ringing with DNIS answered and released Figure 30 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 Call Detail Recording System Administration Guide 52 Norstar reports Norstar reports Figure 31 shows an example of a transferred call Figure 31 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 When selected this report provides Standard CLID Information and Real Time records Figure 32 shows an example of a call record when All is s
75. siness Communications Manager system uses the userid anonymous with no password to access the FTP server Security 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 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 Telephone_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 s
76. star reports Voice over IP calls Calls both incoming and outgoing that use the Voice over IP VoIP protocol appear in the CLID report Figure 42 shows an example of an incoming call using Voice over IP Figure 42 Sample incoming call with VoIP S25 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH VOIP CALL 00 00 00 NO ANSWER 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 43 shows an example of an incoming call with DNIS information Figure 43 Sample incoming call with DNIS A 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 P0993139 04 Norstar reports Norstar reports 57 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 transf
77. ta 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 04 75 Index Numbers 911 11 A Access Bin Settings and Suppress Length Settings accessing 31 Account Bin Settings 31 acronyms 12 Auto Attendant station set numbers 47 52 Business Communications Manager Call Detail Recording about 15 Business Communications Manager Unified Manager 17 Busy Norstar Direct Inward Dial 54 Norstar Reports 54 Norstar Target line 54 C Call Center station set numbers 47 52 Call connected 57 Call information 49 Connect Characters 26 conventions text 11 D Date Format 25 Descriptions 61 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 22 creating list 23 using 23 Field definitions 59 CLID report 49 Format Date 25 Header 25 H Header Format 25 Hospitality record 15 Real Time 65 Standard 53 Identification service 56 L Language Report 21 Long distance Prefix filter 22 30 M Market Parameters accessing 28 N
78. te Format MM DD YY DD MM YY YY MM DD Header Format ERSSON RR 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 Schedule P0993139 04 Configuring the Report Options Configuring the Report Options 25 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 On the navigation tree click the Services key and click the Call Detail Recording key 2 Click the Report Options heading The Report Options window opens 3 Inthe Date Format list 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 Station This pa
79. tem is rebooted Select Disable if you want the Call Detail Recording service to be disabled when the Business Communications Manager system is rebooted P0993139 04 Configuring the Report Parameters Configuring the Report Parameters 19 Configuring the Report Parameters Click the Report Parameters heading to display the Report Parameters window Figure 2 The Report Parameters window Report Parameters Renon Parameter ___ Format Norstar w Report Type All v Language English v Report Filter All v Feature Code F9 foo Table 2 shows the parameters you can configure using the Report Parameters window Table 2 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 Danish Swedish Report Filter Dutch All Spanish Outgoing German Prefix Italian Account Code Norwegian Feature Code F900 999 Call Detail Recording System Administration Guide 20 Configuring the Report Parameters Configuring the Report Parameters 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 d
80. 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 Figure 59 Sample end call line 00 00 00 CALL RELEASED P0993139 04 Norstar reports Norstar reports 63 Figure 60 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 Figure 60 Sample digits dialed line DIGITS DIALED XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX DIGITS DIALED 123456789 1234 Figure 61 shows an example of the line indicating when the user or caller enters an invalid password Figure 61 Sample invalid password line 00 00 00 INVALID PASSWORD Figure 62 shows an example of the line indicating when an account code is entered Account codes can be a maximum of 12 digits Figure 62 Sample account code line 00 00 00 ACCOUNT CODE XXXXXXXXXXXX Figure 63 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 Figure 63 Sample password 00 00 00 RESTRICTION PASSWORD XX Figure 64 shows an example of the line indicating the last line of a call report if the call states are m
81. ve or real time demands a greater 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 04 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 This chapter describes how to e Configuring the Call Detail Recording Summary parameters on page 18 e Configuring the Report Parameters on page 19 e Configuring the Report Options on page 24 e Configuring the Market Parameters on page 28 e Configuring the Prefix Bin Settings on page 30 e Configuring the Access Bin Settings on page 31 e Saving configuration changes on page 32 e Using the Configuration menu on page 33 e Data File Transfer on page 36 Call Detail Recording System Administration Guide 18 Configuring the Call Detail Recording Summary parameters Configuring the Call Detail Recording Configuring the Call Detail Recording Summary parameters 1 Open Business Communications Manager Unified Manager 2 On the navigation tree click the Services key and click the Call Detail Recording heading The Summary

Avaya Call Detail Recording System User's Manual

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