Home

Avaya Business Communications Manager - Call Detail Recording System User's Manual

1. Call Detail Recording System Administration Guide 6 Tasklist NN40020 605 How to get help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues signup for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialis
2. moz Transfer Note The I report does not contain the Call Information number all other report types contain the Call Information number if delivered NN40020 605 Chapter 4 Call Detail Recording reports 43 SL 1 Standard reports The following figures show examples of SL 1 Standard reports Figure 3 Outgoing call on line 52 from station set 7425 N 027 00 DN7425 T052000 04 04 14 03 00 01 32 5551212 Figure 4 Incoming call on line 47 to station set 2221 N 028 00 T047000 DN2221 04 04 14 22 00 12 04 Figure 5 Call transfer An outgoing call on line 38 from station set 7447 and transferred to station set 2221 S 029 00 DN7447 T038000 04 04 15 02 8761344 X 030 00 T038000 DN2221 04 04 15 03 E 031 00 T038000 DN2221 04 04 15 07 Figure 6 Conference call A two line conference call with two outgoing calls S 000 01 DN6545 T038000 04 04 12 23 9369552 E 001 01 CF0001 7038000 04 04 12 27 S 002 01 DN6789 T047000 04 04 12 23 8082635 E 003 01 CF0001 27047000 04 04 12 27 Ad Hoc Multiparty Conferencing feature In SL 1 format the Ad Hoc Multiparty Conferencing feature tracks a multiparty conference as a Start S Transfer X End E record sequence where the destination of the transfer is the conference server for external parties only The End record indicates the conference server as the originating identifier A set of SL 1 records involving at least four parties i
3. Call Detail Recording System Administration Guide BCM Business Communications Manager Document Status Standard Document Version 04 01 Document Number NN40020 605 Date August 2009 NORTEL Copyright 2006 2009 Nortel Networks All Rights Reserved All rights reserved 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 Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks All other trademarks and registered trademarks are the property of their respective owners Contents 3 Contents Contenie i sciusodi aecenas ae ssaasccusabuskesrsanasaasshasseuaseus 3 Task llo asso dee ehe RERARSRRERERACRA RE ERARERRNERSRRDRG RE EREAdEaE 5 Howto get help issus A ERRARARRROAARATAEAEdAESRRERAWRARARARRAA RR RR dE 7 Chapter 1 Getting Stared 1 sionis ie asasas phekina ca phestec ens 9 About this guide iius esee er ene mace xc DERE ex ere ed aer a 9 System Administrator ola ssc ee sa de eae de eee RR ORTA ER A a 9 PURIS cc Kod whe qs REO A so e Ed de ERE RE Sq PRO PUER T T 10 POON A bai FSS Reps EXPE Nd ua dedi SSS DAE dE aad y AP
4. Chapter 4 Call Detail Recording reports Call Detail Recording CDR provides two types of reports 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 packages 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 SL 1 report types The CDR supports two different SL 1 report types e SL 1 Standard reports e SL 1 CLID reports The SL 1 Calling Line Identification CLID format is similar to the SL 1 Standard format with the addition of CLID information For lines that do not support CLID or when the BCM server does not deliver CLID information calls report in an SL 1 Standard format SL 1 report field definitions Table 6 and Table 7 show summaries of field definitions for SL 1 reports line 1 and line 2 Table 6 Field definitions for line 1 Column Name Format Definition 1 RecType Y report type 2 Blank N A Blank space 3 5 RecNo XXX report sequence number 6 Blank N A Blank space 7 8 CustNo 00 Customer number 9 Blank N A Blank space 10 16 OrigID TXXXXXX Line number DNXXX STN number CFXXXXX Conference Number except for 3 party conference where it is always CF00001 Call Detail Recording System Administration Guide 42 Chapter 4 Call Detail Recording reports Ta
5. Accounts and Privileges panel appears with the Current Account tab displayed NN40020 605 Chapter 3 Configuring and managing CDR data 29 Click the View by Groups tab From the Groups list select CDR application The details for the CDR group appears in the lower panel In the lower panel click the Members tab Click Add The Add Account to Group dialog box appears 7 Select the User Account you want to add and click OK Transferring the Data Files using a Pull Transfer To transfer Call Detail Recording data files using a Pull Transfer you must e set the Data Transfer type to Pull configure the client PC to start the transfer Setting the Data Transfer type to Pull When you set the transfer type to pull all the transfer settings are unavailable During a pull transfer the BCM is waiting for the central client to pull all the current CDR information from it It pulls all of the files since the last time you did a pull request You must set the Data Transfer type to Pull on every BCM system from which the client PC will pull information To set Data Transfer type to Pull 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed Click the Data File Transfer tab In the Transfer Settings box from the TransferType list select Pull The Data F
6. Chapter 4 Call Detail Recording reports Figure 33 PRI An incoming call using the TIE service with service ID 0 and the corresponding outgoing call using the PUBLIC service mcmeecce 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 te i 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 BCM supports PRI only with the necessary hardware installation and the PRI trunks configuration to deliver PRI call by call service information Voice over IP calls Calls both incoming and outgoing that use Voice over IP VoIP appear in the CLID report Figure 34 Incoming call with VoIP oc pen 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 CDR supports the reporting of DNIS as part of the CLID call reports Both the Norstar CLID and Norstar Real time format support DNIS reporting NN40020 605 Chapter 4 Call Detail Recording reports 53 Figure 35 Incoming call with DNIS ESSE 01 01 99 01 38 00 LINE 0001 STN 221 CALLING NUMBER 613
7. E 15 TOassion Norstar repont pO t 16 TRE BSSION Me Date Formatia E AE aAa Oa 16 Toassign ihe Header FONN aA 17 DI o uada dE m 17 Dr cc9gVL c dli p 17 Teo designate the feature eO86 ies e eter cider nea ni nek hm KS RER nmt ua a nbn iaa A n E ANRR ince 18 To assign change or delete Prefix FMIBIS iiia recte rrr ke Extrem ineo e tnn ainara 20 To configure CDR Report coments Lieu deese anda senindir redd tur R2 ub RR 20 T configure CDR Report File Bellis coude a ri SUI cade ascacabene RU aR FERRE REFERRE SHADE FIVE RATS 24 TO Set Up amp CDR USEF eo LL ES 28 To Set Dala Transfer yoe ta Pul oiccen ia 29 To install ihe CDR Pull Chonl TT 30 Tester tHe TS A eT eserinin a ANR 30 T ceehedule a Pill TBI coran rrt aree Ren es Faut Xen qu t etit MM DEN AE DR aAA a aa 31 Tedeleia Pull Transtersahedule io cec ose Een E re SERE EUR UPEFIS ERE Pret ESRER E SERERE n ripe a abe a 32 To read ard reset transfer Statistics ius uae epa ebhri be axo E Rhebs epe rne buta hg e Ula S2 A Pn en Ed 32 T schedule a data Ml digi e A 33 To transfer the Call Detail Recording information immediately 36 TICF LVE pe 1 E 36 Te access the CDR Livestream suae serrer etat a no n pnta a kt paca Fa kp rn baaa poa peek Aana 38 Dip De EE 0 DTE LE EET 38 To print records as you view y sa cst sccte cts Ace ceca hae de cans nein innn enun EER seen 39
8. If you are using a Call Accounting package to process reports consult your software vendor before you make any changes to the CDR options You can download the CDR files using the Data File Transfer feature For more information on the Data File Transfer feature refer to the section Managing CDR data Call Detail Recording System Administration Guide 26 Chapter 3 Configuring and managing CDR data Managing CDR data CDR provides three methods to manage data Pull Transfer Push Transfer real time data Pull Transfer With Pull Transfer you can download Call Detail Recording data files from the BCM to any PC on your network that has a pull application installed You configure the data transfer parameters on the PC to download the CDR data files The advantage of the Pull Transfer is that the PC determines the rate at which the data files are transferred so it cannot easily be overloaded with transfer information You can use the Pull Transfer to transfer Call Detail Recording data files from any number of BCMs but it is most beneficial when you are transferring from a large number of systems There is a sample CDR Pull Client provided on the BCM web page For details on installing and using CDR Pull see Using CDR Pull Transfer on page 27 Note The CDR Pull Client is a sample application only The CDR Pull Client allows you to test the CDR pull capability of the BCM A developer s toolkit is available
9. NR Pd 10 Symbols and conventions used in this guide llle 10 Related publications isses sese zs sirri ri SE r gemi OEE Ra eae 11 Chapter 2 Configuring Call Detail Recording sees 13 Configuring CDR parameters 2 vce ssh dae cue eR ec sinh OR m nan 13 Configuring Report Opfloli amp caesus ru omn RE E ribinis rassi amiki 13 Repon formats and SS LessaeqorretespernRR RR R GO e XGe Rc XO E XM TR dE ys 15 Assigning the Dale FEHRTBBE gusce a RR EC CR dO ERE T heen eeee SCR WU 16 Assigning the Header Format 00000 c eee tee sees 16 Assigning the Report Language 00 e eee eee eee 17 Assigning Report PISIS ua caccs ans bs cae RC EGO GR ERE A E AGE QUERER 17 Creating the Feature Coda iisocsesuses eres co RR ERR EE AP RRG OE Reda 18 Contouring he Picts Fiter oi iets eae ene exce Deor b eol doccia 19 Configuring CDR Report contents o 2 020 ce cease n R4 RR IEEE E Rd a 20 Configuring Leading Digits Suppression 00 cece eee eee 22 To assign or change Suppress Digits 02000 eee 22 Chapter 3 Configuring and managing CDR data 20 cece eee eee eee 23 Gall Detail Recording SECULI doceo perebrebrie WRbe3 d ke HSE De Ped ee RES 23 CDR User Group Administration lille 23 Configuring CDR Report File Settings llli 24 Managing CDA Qaa cde sucked dundeqe do im esc eta de dell Ge Rte a e d e A 26 Ell WEBB Sos v ubdre can Ud ap waced i Sx ries qd du Bobbi RR oa 2
10. PRI service information is available CALLING NUMBER XXXXXXXXXXX NAME XXXXXXXXXXXXXXX UNKNOWN DNIS NUMBER XXXXXXXXXX BC SPEECH PRI SERVICE TIE XXXXX VOIP CALL Figure 59 Room status The lines that appear if the room occupancy status of a room changes to vacant poI 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Call Detail Recording System Administration Guide 60 Chapter 4 Call Detail Recording reports Figure 60 Sample external call forward The line that appears if a call is externally forwarded This line shows the extension that is responsible for the external call forward EXT CALL FWD STN 221 REASON CFAC Norstar Real time record description Table 10 Real time record The Real time record is one line long beginning with an asterisk to differentiate it from other Norstar records This record contains eight fields Field Description Date In MMDDYY format The month day or year are preceded by a leading 0 to keep the field length fixed For example 010501 is January 5 2001 Time In HHMMSS format There are no separators between hour minute and second Line number Station set number Line number associated with call Fixed at four digits and can have leading zeros For example 0019 is line 19 As the Real time Hospitality record does not use the third field it does not contain any characters and appears blank Station set number associ
11. Report Type list select Standard CLID Real time or All Assigning the Date Format The Date Format includes the day month and year There are three date formats 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 and is intended to provide market compatibility To assign the Date Format 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Select the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 From the Date Format drop down list select MM DD Y Y DD MM YY or YY MM DD Assigning the Header Format There are two kinds of header formats Line Station and Source Destination The default Header Format is Line Station This parameter applies to the Norstar Record Format only The Line Station format always reports the line number followed by the station number The Source Destination format always reports the number placing the call followed by the number receiving the call Incoming calls are reported in the Line Station format Outgoing calls are reported in the Station Line format NN40020 605 Chapter 2 Configuring Call Detail Recording 17 To assign the Header Format 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear Click the Telephony folder and click the Call
12. feature code F9 followed by the account code Callers can enter an account code any time during an active call They cannot enter an Account Code when a call is on hold or when a configuration session is in progress Account Code list Account Codes have a maximum of 12 digits but cannot contain symbols such as or Table 2 is an example of an Account Code list Note Remember to provide your colleagues with the Feature Code and the Account Code list Your Account Code list is not stored on the BCM The BCM does not check that account code is valid Table 2 Account Codes Account code Description 11127 Pat manager 37 Field Support 239 Liza Sales 45 Roger Service 1552 Monique Shipping 53 Modern Ways Limited 100 Long distance Configuring the Prefix Filter With the Prefix Filter you can select whether you monitor and report all long distance calls only calls to certain area codes or calls to specific numbers If the first digits a caller dials match one or more of the prefixes you have defined 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 Call Detail Recording System Administration Guide 20 Chapter 2 Configuring Call Detail Recording To assign chan
13. to build a CDR client to meet your specific needs Refer to the Nortel Developer Partner Program for details on the BCM CDR toolkit or check with your CDR application vendor for availability of this functionality in their software Note You can use the CDR Pull Client to pull files from any BCM system Push Transfer With Push Transfer the system sends the CDR data files to a central server The advantage of the Push Transfer is that you configure the data transfer parameters on Business Element Manager No additional applications are required You can use the Push Transfer to send Call Detail Recording data files from any number of BCM systems but it is most beneficial when you are transferring from a smaller number of systems Security note The Data File Pull Transfer uses a secure SSL interface to transfer the Call Detail Recording data files The Data File Push Transfer does not use a secure interface to transfer the Call Detail Recording data files NN40020 605 Chapter 3 Configuring and managing CDR data 27 Real time data You use real time data to view CDR records as they are created on the BCM The CDR Livestream is an application that you can use to monitor real time call activity from a PC Download the CDR Livestream to a PC and connect to a BCM to view and print real time call activity Note The CDR Livestream program is a sample application only It allows you to test the CDR real time capabilit
14. 1 12 UNHOLD 00 02 47 CALL RELEASED Norstar CLID reports With this option CLID information received from the BCM system for an incoming call appears between the report header and the event lines There is one occurrence of CLID information per call CLID information does not appear in the report if CLID information is not available Note CDR reports CLID information only for lines that are capable of delivering CLID Ed Your BCM must have delivery of CLID information enabled Norstar report field definitions Calling number The first line after the header line is the calling number which can have a maximum of 11 characters If the calling number information is incomplete one of the following messages appears e Ifthe number is truncated a forward slash 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 Name The second line is the name which can have a maximum of 15 characters If the name field does not receive data UNKNOWN appears NN40020 605 Chapter 4 Call Detail Recording reports 47 Call type The third line is the call type This line appears if the call is a long distance call If the call type field does not receive data UNKNOWN appears Figure 18 Incoming call with CLID 2 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER
15. 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 Field Contents 1 8 dashes 2 date the call originated 3 time the call originated 4 line used 5 line or station using line from 4th field Line descriptions The Norstar standard and CLID reports can have three four or five fields The date and time reflect the date and time the call started For incoming calls the start time 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 fields are LINE NN40020 605 Chapter 4 Call Detail Recording reports 57 Figure 41 Start header line The header line indicates the start of a call report or the continuation of a call report after a transfer a MM DD YY HH MM SS LINE XXXX STN XXXXXX Figure 42 Restart line The restart line follows the header line when CDR or the BCM server restarts RECORD RESTART Figure 43 Call ringing line 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 was answered This time min
16. 4032919123 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 19 Call with CLID not answered An abandoned not answered incoming call with CLID 04 04 99 20 30 00 LINE 0035 CALLING NUMBER 4032919123 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 3 15 Figure 20 Call with truncated CLID 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 12345678901 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 21 Call with partial CLID 04 04 99 11212 01 LINE 0013 STN 7465 CALLING NUMBER 1234567890x NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED 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 You can also generate real time records for five call states and four hospitality types Call Detail Recording System Administration Guide 48 Chapter 4 Call Detail Recording reports 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 re
17. 5551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 97772210 BC SPEECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00 01 35 CALL RELEASED Note BCM support DNIS only with the necessary hardware installation and trunk configuration to deliver DNIS information Call connected digit separator CDR usually reports all the digits that a user dials to connect a call The digits can include digits responding to prompts from the Automated Attendants extension transfer or voice mail service To identify the digits dialed to connect the call and the digits dialed after the call is connected you can insert an exclamation mark between them Figure 36 Outgoing call with digit separator Saas 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 the 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 available on all BCM servers External call forwarding External call forwarding occurs if an extension is configured to externally forward calls in these situations e Call Forward All Calls CFAC e Call Forward Busy CFB e Call Forward No Answer CFNA If an incoming call is unanswered and externally forwarded CDR reports the call as outgoing The r
18. 6 FU TIIDEIB uve d ex ash RI Riis AR FERE Ee SOCIALE YR ACER V 26 icri el qua NM P 27 Features of Data File Transfer 00 00 eee ee eee 27 sing GOR Pull Transier cosscscreseszroetbreerSbaeeERre eA CE Rd ex a RR 27 Call Detail Recording System Administration Guide 4 Contents Stating the CDR Puen 2 s cec e2dh4epeewederanek re REM OE RE RU Fra 30 Scheduling a Pull Transfer 2s excuse iisas CREE Edu ER xd RE caw Rc dca 30 Exiting trom the CDR Pall Client 005 soci wide emma mx Emm eed 32 Using CDR Push Transfer 226 cccecrcedest eR idik bee ROC RR ERR b dads 32 Transferring Call Detail Recording information immediately 36 Being GBPHERGSITOBN au eaa Ee b rci pegas d YR b c dC doe adios 36 Call Detail Recording display iccocas le cu Inm RELIER RE RE nha 38 Chapter 4 Call Detail Recording reports 00 eee eee eee eee 41 Olt TRBDIS S bd sae Oed a Ed nes expel wees AAEE EE E aeeeeneene nied 41 SW ROI LODS eL ete se I bd QM ARR PEE ISAE epee hee alee EA 41 SL 1 report field definitions seu ce ew iue c o ee ee eee m n X HALE e 41 BL 1 Standard reporte 22 2 15scccenicatcienPedesdbeeeecadecsonneceaes 43 SL GLID TODOS iuris FCR OR RRRG RR RIA ROO E EG RID REPRE Rada RP 43 Auto Attendant and Call Center station set numbers lusus 44 Advice of charges at end of call AOCE 000 eee 44 MOS Oe ices ee E doe the ele doa ase gles kok a eS 45 Norstar report DES ousegaeseR d opyG
19. 6 password 58 physicalline 58 restart line 56 room status 59 start header line 56 unanswered call line 56 standard field definitions 55 line descriptions 56 Norstar Standard reports Call Detail Recording incoming call 46 outgoing call 46 Norstar Target line 51 Norstart reports Call Detail Recording Standard 46 Nortel distributor 7 Nostar reports CLID DNIS 52 P physicallines 50 prefix filter Call Detail Recording long distance 19 prefix filters Call Detail Recording configuring 19 changing 20 deleting 20 Primary Rate Interface call by call service 51 printing CDR records 39 programming Call Detail Recording parameters 13 PUBLIC service 52 R Real time record fields call state 60 calltype 60 CLID number 60 date 60 line number 60 station set number 60 time 60 recodrs Call Detail Recording printing 39 record formats Standard Hospitality 49 records Real time 60 report contents Call Detail Recording descriptions 21 report filters Call Detail Recording feature code F9 18 filter types 18 hospitality records 18 minimum call duration 18 Report format Norstar Real Time 47 Norstar call charges 61 SL 1 41 report formats Call Detail Recording Norstar 15 SL 1 15 SL 1 Standard 43 Report Options Call Detail Recording 13 report type SL 1 41 report types Call Detail Recording Norstar 45 SL 1 41 Norstar all 49 reports Bearer Capability 51 Busy 50 Call Detail Recording 41 ass
20. Business Element Manager on the Task Navigation panel click the Configuration tab The Configuration folders display 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 Click the Data File Transfer tab The following read only Transfer Statistics are displayed in the lower panel Most recent successful transfer Number of successful transfers Most recent failed transfer Reason for failure Number of failed transfers Largest file transferred Smallest file transferred Total number of bytes transferred Total number of files transferred 4 Toreset the statistics click Reset Statistics Using CDR Push Transfer To use the CDR Push Transfer the following are required NN40020 605 Chapter 3 Configuring and managing CDR data 33 an FTP Server application installed on a central client the FTP Server application configured to receive connections from the desired BCM systems write permissions granted to use the appropriate directories to put the transferred files a ZIP UNZIP utility installed if using the file compression feature a username password defined for use by the BCM system that has the appropriate access for FTP transfer a BCM configured to push the files to the central client Setting Up the FTP server application Follow the configuration instructions for the FTP server application you have selected for the c
21. Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Header Format list box select Line Station or Source Destination Assigning the Report Language If your BCM supports other languages select either English or one of the alternate languages The default Report Language is English To assign the Report Language 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Language list box select English or an alternate language Note The Report Language you select affects only CDR reports The language assigned to each telephone determines the language used in the Account codes Assigning Report Filters Use the Report Filters to specify the type of calls to collect You can select only one filter type at a time The default report filter is All To assign Report Filters 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed In the Report Filter option select All Outgoing Prefix or Account Code In the minimum call duration box enter the minimum call duration number The
22. G 0 03 00 00 09 CALL RELEASED 02 21 05 09 54 02 LINE 0061 BC SPEECH 00 00 00 NO ANSWER RINGING 0 10 zi Server Controls p Commands 1234 IP Machine Start Clip File User username pol Stop Quit To use the CDR Livestream Note You must have a Call Detail Recording user account on the BCM to use the CDR Livestream 1 Type the server name of the BCM you want to connect to 2 Type the username and password to authenticate the user Must be part of CDR User Group on BCM 3 Click the Start button to view call activity records Note If you do not know the server name ask your System Administrator 4 Click Stop to stop viewing call activity records NN40020 605 Chapter 3 Configuring and managing CDR data 39 To print records as you view them Select the record you want to print or right click on the mouse to Select All Right click on the mouse to copy the record to the clipboard Paste the record into a text application such as Word Pad or Notepad A OO N LR Print the record Note The CDR Livestream maintains a limited number of records New records replace old records after the buffer is full All records are maintained on the BCM system Use the CDR data file transfer to obtain records and print files Call Detail Recording System Administration Guide 40 Chapter 3 Configuring and managing CDR data NN40020 605 41
23. OCE advice of charges at end of call Call Detail Recording SL 1 reports 44 applications Call Detail Recording 13 livestream 38 assigning date format Call Detail Recording 16 header format Call Detail Recording 16 prefix filters Call Detail Recording 20 report filters Call Detail Recording 17 report language Call Detail Recording 17 assigning report formats Call Detail Recording Norstar 15 SL 1 15 auto attendant set numbers 49 Auto Attendant station set numbers 49 Automated attendants 53 Busy Norstar reports 50 busy Norstar Direct Inward Dial 50 Norstar Target line busy 51 Busy reports Direct Inward Dial 50 Target Line 50 C Call Center station set numbers 49 call connected digit separator 53 Call Detail Recording 20 45 Ad Hoc Multiparty Conferencing Feature 43 AOCE advice of charges at end of call 44 assigning prefix filters 20 assigning report filters 17 Auto Attendant station set numbers 44 call record security 9 client 38 configuring 13 prefix filters 19 Report Options 13 configuring data 23 configuring leading digits suppression assigning Suppress Digits 22 changing Suppress Digits 22 configuring report contents Element Manger 20 Contact Center station set numbers 44 datafiles 13 date format assigning 16 designating feature codes 18 feature codes 18 account code 19 account code list 19 features Ad Hoc Multiparty Conferencing 43 header format 16 Call Detail Recording System Admini
24. RED 00 00 00 FROM TRANSFER RECORDS LOST LINE 0015 BC SPEECH BC UNRESTRICTED DIGITAL BC RESTRICTED DIGITAL BC 3 1 kHZ AUDIO BC 7 kHZ AUDIO BC VIDEO CALLING NUMBER 4032919123 CALLING NUMBER 12345678901 CALLING NUMBER 4032919123x NAME Peter Pan LONG DISTANCE UNKNOWN DNIS NUMBER 4032652300 PRI SERVICE PUBLIC PRI SERVICE PRIVATE PRI SERVICE TIE PRI SERVICE FX PRI SERVICE OUTWATS PRI SERVICE SWITCHED DIGITAL PRI SERVICE 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 56 Chapter 4 Call Detail Recording reports Figure 40 Real time record format This figure shows the lines available for printing by CDR in the real time report 0 1 2 3 4 5 6 7 1234567890123456789012345678901234567890123456789012345678901234567890 MMDDYY HHMMSS LINE STATION CLID NUMBER NAME DNIS TYPE EVENT 030193 154615 0019 6137635122 Alan Smith UG 030193 154615 0019 6137635122 4032632300 UD 030193 154615 0019 7343 6137635122 Alan Smith UA 030193 154615 0019 7343 6137635114 Alan Smith UN 030193 154615 0019 7343 6137635122 Alan Smith UT 030193 154615 0019 7343 6137635114 Alan Smith UR 012398 234900 12345 HV 012398 234900 12345 HB 012398 234900 12345 HM 012398
25. XXXXXXXXXXX Figure 55 Password The line that appears if 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 00 00 00 RESTRICTION PASSWORD XX Figure 56 Last line The line that shows the last line of a call report if call states are missed or if a call is missed altogether This line 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 REPORTS LOST Figure 57 Physical line The line that identifies the physical line of an incoming call on a target line The line number is fixed at four digits with leading zeroes LINE XXXX Figure 58 CLID information The lines that appear if CLID information is available The calling number can be a maximum of 12 characters of which a maximum of 11can be digits If a number received is longer than 11 digits then slash is the first character followed by the 11 least significant digits The name can be a maximum of 15 characters Each of the number and name can contain UNKNOWN The third line is the call type which indicates either LONG DISTANCE or UNKNOWN if call type information is not available The DNIS number if available appears after the call type The DNIS number is followed by the Bearer Capability The last line is the PRI call by call service which appears only when the
26. ameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Include CLID with call type Yes No Supports long distance or unknown call types This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Include long CLID Yes No Supports long CLID digit reporting This parameter is market specific Do not change the default unless the trunk supports this feature NN40020 605 Chapter 2 Configuring Call Detail Recording 21 Table 3 Report contents Include call charge info Yes No Supports charges on calls This parameter is market specific Do not change the default unless the trunk supports this feature Find Me Follow Me info Yes No Shows information about Find Me Follow Me calls For more information see Nortel Business Communications Manager Find Me Follow Me Adminstration Use answer supervision Yes No Identifies the telephone number answering outgoing calls This parameter is market specific Do not change the default unless the trunk supports this feature Display connection character Enable Disable Normally CDR reports all the digits the user dialed to connect 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 digi
27. an cause the system to fail or work l improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task NN40020 605 Chapter 1 Getting started 11 Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Related publications To locate specific information refer to the BCM documentation suite for your platform Call Detail Recording System Administration Guide 12 Chapter 1 Getting started NN40020 605 13 Chapter 2 Configuring Call Detail Recording The CDR application collects many different kinds of information for CDR data files date and time of external calls Hunt Group usage statistics Custom Call Routing CCR tree reports mailbox activity reports ES Note For detailed information on mailbox activity reports refer to the CallPilot Manager Set Up and Operation Guide Configuring CDR parameters You can configure CDR parameters to specify what call information is presented in your reports This section describes Configuring Report Options on page 13 Assigning Report Filters on page 17 Configuring the Prefix Filter on page 19 Configuring CDR Report contents on page 20 Configuring Leading Digits Suppression on page 22 Configuring Report Op
28. arges of 456 units N 012 00 DN0285 T181000 07 19 17 31 00 00 02 99 00456 000000 Figure 14 End of call with no charge End of call with zero charges N 013 00 DN0285 T181000 07 19 17 33 00 00 04 45678 00000 000000 Figure 15 Sample end of call with charges not available 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 CDR output to a call accounting package that supports the Norstar report format Norstar report types CDR supports four Norstar report types e Norstar Standard reports e Norstar CLID reports e Norstar Real time report e Norstar All report Call Detail Recording System Administration Guide 46 Chapter 4 Call Detail Recording reports Norstar Standard reports Norstar Standard reports start with a header line that contains the date MM DD YY time HH MM SS and LINE and STN fields The reports have at least one event line showing an event and time stamp Figure 16 Outgoing call An outgoing call in Standard format Soo 04 04 99 11 39 43 LINE 0003 STN 7425 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 00 37 ACCOUNT CODE 87 00 12 59 CALL RELEASED Figure 17 Incoming call An incoming call in Standard format annj 04 04 99 12 00 01 LINE 0083 STN 7726 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 0
29. ated with call Station set numbers range from 2 7 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 1 5 digits CLID number Shows the calling number The number is a maximum of 12 characters 11 digits maximum and the and x characters 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 CLID name or DNIS number Shows the name which is a maximum of 15 characters If no name is available UNKNOWN appears in this field DNIS information in D records replaces this field The DNIS is a maximum of 10 digits In the Real time Hospitality record this field shows the room occupancy status indicator Call type Shows either long distance D or unknown U status Call state Contains a call state indicator followed by a carriage return and two line feeds Real time Hospitality record format The Ragtime Hospitality record shows four states of room occupancy vacant basic NN40020 605 Chapter 4 Call Detail Recording reports 61 mid e full Room number lengths range from one to five digits Figure 61 Room status vacant 012398 234900 12345 H V Figure 62 Room st
30. atus basic 012398 234900 732 HB Figure 63 Room status mid 012398 234900 73 HM Figure 64 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 65 Charges in dollars SaseSeSS 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 66 Charges in lira Suecus 07 19 00 16 16 56 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 98 CALL CHARGE 123 Lira 00 00 03 CALL RELEASED Call Detail Recording System Administration Guide 62 Chapter 4 Call Detail Recording reports Figure 67 Charges in units 00 00 00 00 00 04 07 19 00 16 BC SPEECH OUTGOING CALL DIGITS DIALED CALL CHARGE CALL RELEASED 28 15 LINE 0181 LINE 285 546 456 PULSES Figure 68 No charge 00 00 00 00 00 03 07 19 00 16 BC SPEECH OUTGOING CALL DIGITS DIALED CALL CHARGE CALL RELEASED 29 40 LINE 0181 LINE 285 55 Figure 69 Charges not available 00 00 00 00 00 02 07 19 00 16 BC SPEECH OUTGOING CALL CALL RELEASED 00 00 02 2 26 13 LINE 0181 LINE 285 CALL RELEASED NN40020 605 63 Glossary Account feature code A three
31. ble 6 Field definitions for line 1 Column Name Format Definition 17 Blank N A Blank space 18 24 TerlD TXXXXXX Line number DNXXXX STN number 25 37 Blank N A Blank space 38 48 TimeStamp MM DD HH MM Time stamp 49 Blank N A Blank space 50 57 Duration HH MM SS Call duration 58 Blank N A Blank space 59 90 Digits XXX X Dialed digits 50 61 AccCode XXX X Account code C report Table 7 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 that support AOCE SL 1 report options Call Detail Recording generates the SL 1 report options using letter codes as shown in Table 8 Table 8 SL 1 report options and letter codes Letter code Report option Notes Initialization report Contains only the report type and time stamp Normal report Start report Does not contain the duration field End report Does not contain the duration field Authorization report Does not contain any dialed digits Charge report Does not contain the duration field Conference Charge report Does not contain the duration field X zjio
32. bout SL 1 reports see SL 1 reports on page 41 To assign the SL 1 report type From the Report Options page you can assign the SL 1 report type as Standard or CLID 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Select the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Format drop down list select SL 1 4 From the Report Type drop down list select Standard or CLID Note CDR reports only the CLID information for lines that are capable of delivering z CLID Calls on lines that are non CLID capable are reported in SL 1 Standard report format Norstar reports Use the Norstar report format for more detailed call reports Note For more information about Norstar reports see Norstar reports on page 45 Call Detail Recording System Administration Guide 16 Chapter 2 Configuring Call Detail Recording Assign the Norstar report type From the Report Options page you can assign the Norstar report type as Standard CLID Real time or All To assign Norstar report type 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Select the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Format list select Norstar From the
33. box clear to send the files uncompressed The default is to not to compress the files check box not selected Include Metrics File Applies only to Push Select this check box to ensure that Hunt Group hourly statistics and metrics files are included with the CDR data files when they are transferred to the central server Delete files after transfer Applies only to Push Select whether CDR data files are deleted from the system after the files are successfully transferred to the central server Select the check box to delete the files after they are successfully sent or clear the check box to leave the files on the system The default is not to delete the files check box cleared Transfer time Applies only to Push Select the time of day when CDR 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 Transfer time is based on the local time of the BCM 4 0 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 Applies only to Push Appears if you select Push Daily as the Transfer Type This is a read only field that always displays Daily Appears if you select Push Weekly as the Transfer Type Specify the day of the week when the transfer occurs You can select Monday Tuesday We
34. ce 52 Inward Dial Busy Report 50 L language reports Call Detail Recording 17 letter codes Call Detail Recording SL 1 report options 42 line descriptions call ringing line 56 outgoing line 56 restart line 56 start header line 56 unanswered call line 56 lines physical 50 target 50 livestream Call Detail Recoding accessing 38 Call Detail Recording accessing 38 using 38 long distance prefix filter Call Detail Recording 19 managing Call Detail Recording data 23 N Norstar 41 Call Detail Recording reports 41 real time reports letter codes 48 options 48 Norstar CLID reports field definitions calltype 47 calling number 46 name 46 Norstar field report definintions calling number 46 calltype 46 name 46 Norstar report format Call Detail Recording 15 Norstar report formats Call Detail Recording report types 45 CLID Bearer Capability 51 Norstar reports Call Detail Recording all reports 45 CLID reports 45 46 real time reports 45 47 standard reports 45 CLID field definitions 55 descriptions CLID 56 standard 56 line descriptions account code line 58 busy line 57 call ringing line 56 call transfer from line 58 call transfer line 58 CLID 56 CLID information 59 conference end line 57 conference start line 57 digits dialed line 58 end call line 58 external call forward 59 NN40020 605 Index 69 holdline 57 invalid password line 58 lastline 58 off hold line 57 outgoing line 5
35. clude CLID with name 7 Display connection character pisable Y 5 Include CLID with calltype 7 Suppress digits after connect Disable v 0 D Include lona CLID Maximum digits after connect Table 1 Report Options Parameter Options Format SL 1 Norstar Date format MM DD YY DD MM YY YY MM DD Report type Standard j ne CLID Real_time All Header format Line Station Source Destination Language English French Danish Swedish Dutch Spanish German Italian Norwegian Portuguese NN40020 605 Chapter 2 Configuring Call Detail Recording 15 Report formats and types Call Detail Recording can generate 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 default report format is Norstar and the default report type is All SL 1 reports Use the SL 1 report format when you are supplying the CDR 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 a
36. cords Table 9 Norstar real time report options and letter codes Letter code Report option Description G Ringing Ringing is unique to real time records and indicates a line that is ringing when CDR receives the CLID Information D Dialed Number Identification Service Reported only if the line delivers the DNIS DNIS information If present it appears after Ringing information A Answered N No Answer T Transferred R Released HV Hospitality vacant HB Hospitality basic HM Hospitality mid Figure 22 Call with DNIS A call ringing with DNIS answered and released 030198 154615 0019 6137635114 John Doe UG 030198 154615 0019 6137635114 4037352000 UD 030198 154623 0019 7832 6137635114 John Doe UA 030198 154831 0019 7832 6137635114 John Doe UR Figure 23 Transferred call 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 NN40020 605 Chapter 4 Call Detail Recording reports 49 Norstar All report This report contains Standard CLID Information and real time records Figure 24 Sample call with Standard CLID and Real time information The figure shows a call record when All is selected The RINGING record shows the call received time with CLID Information not the start alert time T
37. d CDR Clients link The File Download dialog box appears Click Save and save the application to where you want to install it After the application downloads double click it to launch the installation and follow the instructions in the Installation Wizard Note The CdrClientInstaller exe file installs the CDR Livestream and the CDR Pull Client Note The CDR Livestream application for BCM50 or BCM450 only allows you to view records from a BCM50 or BCM450 system To use Livestreaming with earlier versions of BCM BCM 3 x use the appropriate 3 x version of the sample CDR Livestream application The CDR Livestream sample applications for BCMS50 do not run with BCM 3 x systems Call Detail Recording System Administration Guide 38 Chapter 3 Configuring and managing CDR data Call Detail Recording display With the CDR Livestream you can monitor records remotely as calls occur To access the CDR Livestream 1 Click the Start button and click Programs 2 Click Nortel and click CDR Livestream The CDR Livestream window appears The CDR Livestream window displays real time statistics that you can view and print Figure 2 CDR Livestream window iw CDR Live Client xi 02 21 05 09 51 17 RECORD RESTART oe 02 21 05 09 53 26 LINE 0061 STN 225 PI BC SPE 00 00 00 OUTGOING CALL 00 00 03 CALL RELEASED 02 21 05 09 53 40 LINE 0061 STN 225 BC SPEECH 00 00 00 INCOMING CALL RINGIN
38. d as confidential As System Administrator it is solely your responsibility to advise users that their telephone dialing information can be monitored and recorded Further LAN based access to call records passive or real time demands a greater emphasis on call record security Limitations and security arrangements can vary depending on the network environment and how a customer administers and limits access to call records Consult with the appropriate members of your organization about the proper safeguards Call Detail Recording System Administration Guide 10 Chapter 1 Getting started Audience This guide is intended for people who install and configure the Call Detail Recording application This guide assumes that you are familiar with using Business Element Manager and Callpilot Manager For more information refer to the BCM documentation suite for your platform Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CCR Custom Call Routing CLID Calling line identification PIN Personal identification number Symbols and conventions used in this guide These symbols are used to highlight critical information Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you c
39. d for statistical tracking of conference resources With the introduction of Ad Hoc Multiparty Conferencing feature a station involved in a three party conference can add more participants using Feature 3 When a fourth participant is added all conferenced parties are transferred to a new conference serve and a bridge is created When the bridge is created a conference server record is also created In Norstar reports the start and end times of all participants both internal and external are recorded NN40020 605 Chapter 4 Call Detail Recording reports 55 Norstar report field definitions Figure 39 Standard and CLID report formats This figure shows all of the lines available for printing by CDR in the Norstar report 0 1 2 3 4 5 6 d 1234567890123456789012345678901234567890123456789012345678901234567890 MM DD YY HH MM SS LINE XXXX STN XXXXXXX sadegs MM DD YY HH MM SS LINE XXXX LINE XXXX MM DD YY HH MM SS LINE XXXX ull MM DD DY HH MM SS RECORD RESTART 00 00 00 INCOMING CALL RINGING 0 00 00 00 00 OUTGOING CALL 00 00 00 NO ANSWER RINGING 0 00 00 00 00 FROM TRANSFER 00 00 00 INVALID PASSWORD 00 00 00 HOLD 00 00 00 UNHOLD 00 00 00 ACCOUNT CODE 123 00 00 00 BUSY DIGITS DIALED 9369552 00 00 00 CONFERENCE STN2 7425 00 00 00 CONFERENCE LINE2 0052 00 00 00 CONFERENCE END 00 00 00 RESTRICTION PASSWORD 99 00 00 00 CALL CHARGES PULSES 00 00 00 CALL RELEASED 00 00 00 TRANSFER
40. 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 BCM server The central hardware component in the BCM 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 needs Call report A type of report created by Call Detail Recording This report includes information about a call s duration and number dialed Call report information is collected to itemize telephone activity CDR Call Detail Recording is an application on your BCM system used to record call 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 also called Caller ID 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 DNIS Dialed Number Identification Service si part of the CLID call reports Call Detail Recording System Admi
41. dnesday Thursday Friday Saturday or Sunday The default for this parameter is Monday Appears if you select Push Monthly as the Transfer Type Specify the day of the month when the transfer occurs from 1 31 The default is 1 Note If you select 29 30 or 31 CDR files are not sent on some months if the 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 Note If you are transferring Call Detail Recording files from several BCM 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 Call Detail Recording System Administration Guide 36 Chapter 3 Configuring and managing CDR data Transferring Call Detail Recording information immediately When you select the Push Now option CDR ignores any time settings for reports and sends the CDR information immediately Note The Transfer immediately option uses the Push method of Data File Transfer To transfer the Call Detail Recording information immediately 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab dis
42. e CDR Client is available on the BCM web page The sample CDR Client named CDR Pull Client is installed at the same time the CDR Livestream is installed Setting up the Call Detail Recording user account To ensure the security of the Call Detail Recording data files any user must have 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 BCM system from which the CDR Pull Client will pull information Before you set up the user accounts you must create a CDR Group For information about how to set up User Groups refer to the Administration guide for your specific BCM system Note Each user account must have a username and password If your username and password are going to be used with CDR Livestream they must match the username and password you use to log in to your personal computer If CDR Pull Client or a third party client is used then your username and password must match the username and password information programmed into the client For a pull client a good security practice is to avoid using a Windows log in and password This can compromise your personal computer and all the CDR data if the username and password were not secure To set up a CDR user account 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Administrator Access folder and click Accounts and Privileges The
43. e used on digital trunks reports show both the target line number and the physical line number Figure 10 Target line transfer An incoming call on target line 103 and transferred to another station set The physical line is 37 S 029 00 T037103 DN7499 04 04 15 02 E 030 00 T037103 DN7370 04 04 15 07 Auto Attendant and Call Center station set numbers If the Auto Attendant answers incoming calls the station set number reports with the DN of the Auto Attendant If Call Center answers incoming calls the station set number reports with the Control DN CDN of the Skillset that answers the call Advice of charges at end of call AOCE On Integrated Services Digital Network 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 NN40020 605 Chapter 4 Call Detail Recording reports 45 Figure 11 End of call with charges rounded down End of call with currency charges of 123 45 The amount is rounded down to the nearest dollar N 003 00 DNO285 T181000 07 19 16 43 00 00 02 999 00000 000123 Figure 12 End of call with charges rounded up End of call with currency charges of 123 50 The amount is rounded up to the nearest dollar N 002 00 DN0285 T181000 07 19 17 21 00 00 03 888 00000 000124 Figure 13 End of call with pulse charges End of call with pulse ch
44. eR RR GU X RR Ww AUN QUEE AL Rae 45 Norstar Standard repens ocoi ol sra tperekruru sg rd e eefpREPRAW E Rd 46 Naista c NHAU cuu rs Sig nur Sure eh de ace doa a Gri oA cd d didis 46 Norstar Real time repolE 2 asc cecke sae bee x wor RR EY e qae x ew 47 Norstar ANEP amp 2 0284 gt eed Sedat wa e Ys EN ORI aua Ras Vade S 49 Auto Attendant and Call Center station set numbers issues 49 Standard Hospitality record format eccesso e ehem 49 Target line physical lias cs ssasu sues eee tux acm Rh eek xk brem een eee 50 DUC TRDDIIS lt 060 db eG Pinedo Pado Re qa d e dea bid dr ons 50 Bearer Capability dA og lbs tna kRELPbA RR EE ARE CESEEe TERIS eee es 51 PRI calkby call See NM CEPR 51 Voiceover IP Cale s exar ou shaw ae Rn RR NONE etd kere ARHACAUE ETT 52 Dialed number identification service 00 ee es be Call connected digit separator 0 nauau cee ee 53 Exteimal call forwarding uusoces teow deve yy aes KORR Xo d e ERR CR we 53 Ad hoc multiparty conference calls 002 cece eee eee 54 Norstar report field definitions 2 ssa seed es bok ea mde eee ea eee ORR EO ACA E 55 Real time Hospitality record format 0000 e eee ee 60 Advice of charges at end of Gall ocd eiua cua exa dee RR Re RACER 61 NN40020 605 Tasklist 5 Task list p COMI Repol rdiet dicoze leas vecadcadis dcsaeseeatsnensesdsaciaseeineerataeranicsasteriaes 13 Teassign the SET repot TOR saataneen nanain a aaaea aa
45. ent Manager on the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Administrator Access folder and click Accounts and Privileges The Accounts and Privileges panel appears with the Current Account tab displayed Click the View by Accounts tab 4 Select your account and click Modify The Modify Account dialog box appears 5 Inthe Callback Number field enter the Callback number and click OK If the Callback Number is not the telephone number for your computer BCM blocks access to the records even if you enter the correct username and password Configuring CDR Report File Settings Before you begin to transfer the CDR data files configure the report file settings After you configure the file settings choose the type of file transfer you wish to use to manage your CDR files This section provides information on each type of file transfer Features of Data File Transfer on page 27 To configure CDR Report File Settings 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed 3 Click the Data File Transfer tab NN40020 605 Chapter 3 Configuring and managing CDR data 25 4 Use the File Settings table to configure the size of the CDR data file Table4 File Settings File Options De
46. entral client You must decide whether to use anonymous FTP or a username and password combination to access the FTP server For security reasons it is recommended to have a username and password Pushing Call Detail Recording information You can push CDR information immediately whenever you wish to or you can schedule a Push Transfer to occur on a regular basis If you create a schedule you must specify where the files are transferred to how often the transfer occurs on which day the transfer starts at what time the transfer starts To schedule a data file transfer 1 In Business Element Manager on the Task Navigation panel click the Configuration tab The Configuration folders display Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed Click the Data File Transfer tab Configure the Data File Transfer settings Call Detail Recording System Administration Guide 34 Chapter 3 Configuring and managing CDR data Table 5 Data File Transfer settings Machine Name Setting Description Transfer Type Select how often CDR information is sent to a central server Push Daily Once a day at the time you select in the Transfer time box Push Weekly Once a week at the time and day you select in the Transfer Time box and Day of the week boxes Push Monthly Once a month at the time entered in the Transfer Time box and the date e
47. eports show e incoming line or extension outgoing line Call Detail Recording System Administration Guide 54 Chapter 4 Call Detail Recording reports e extension responsible for the external call forward e reason for the external call forward digits dialed Note For more information refer to the Installation and Maintenance Guide for your system Figure 37 Sample external call with external call forward An incoming call on line 0001 that was externally forwarded to line 0002 Extension 221 is responsible for the external call forward event Sass 12 31 99 11 59 59 LINE 0001 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Figure 38 Sample internal call with external call forward An internal call that was externally forwarded to line 0002 Extension 222 originated the call Extension 221 is responsible for the external call forward event ccce 12 31 99 11 59 59 STN 222 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Ad hoc multiparty conference calls The Ad Hoc Multiparty Conferencing feature allows CDR to track multiparty conference calls and provide information on when parties have joined or left the conference You can use this data for call accounting purposes an
48. ervision is not available on the line used CDR records the digits dialed until it reaches the number entered in the Maximum digits after connect box After this number of digits is recorded CDR stops recording digits In the Maximum digits after connect box enter the maximum number of digits that CDR stores from 3 to 24 The default is 11 Caution Some of the Report Options are market specific If the parameter value does not match the trunk property CDR can produce incorrect reports Changing the parameters can affect some Suppress Digit parameters If you use a Call Accounting package to process reports consult your software vendor before you make any changes Call Detail Recording System Administration Guide 22 Chapter 2 Configuring Call Detail Recording Configuring Leading Digits Suppression You can configure CDR so that personal identification numbers PIN that callers use to access long distance carriers are not recorded in CDR Usually the long distance caller dials the code of their carrier up to five digits enters a PIN 0 to 16 digits and then enters the long distance telephone number Leading Digits Suppression provides security to long distance callers by preventing PINs being recorded in the reports You can define a maximum of five Leading Digit strings The first digits that a caller dials are compared to the Leading Digits If there is a match a number of digits are suppressed The number o
49. f digits that are suppressed equals the number you select in the Suppress field for the string Only the code of the carrier and the remaining digits excluding the PIN are printed in the output report To assign or change Suppress Digits 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 Onthe lower panel in the Leading Digits Suppression table in the Leading Digits box enter the carrier code The carrier code can be up to five digits long and is the number that users must dial to reach their carrier For example users must dial 3421 to reach their long distance carrier 4 Inthe Suppress box select the number of digits up to a maximum of 16 that callers can have in their PIN NN40020 605 23 Chapter 3 Configuring and managing CDR data This section contains information on e Call Detail Recording CDR security e CDR data management and configuration Call Detail Recording security CDR records can contain sensitive information such as phone numbers between executives and external companies telephone banking passwords and PINs These are some examples of data that require protection from unauthorized access With the introduction of network real time access in Call Detail Recording the System Administrator must set up t
50. fter connect is enabled and Line Supervision is available 21 after connect is enabled and Line Supervision is not available 21 assigning Suppress Digits 22 changing Suppress Digits 22 configuring leading digits suppression 22 Direct Inward Dial 50 E Element Manager assigning CDR prefix filters 20 Call Detail Recording 13 livestream 38 Call DetailRecodring User Group Administration 23 changing CDR prefix filters 20 deleting CDR prefix filters 20 Suppress Digits Call Detail Recording 22 end of call with charges not available 45 end of call with charges rounded down 45 end of call with charges rounded up 45 end of call with no charge 45 end of call with pulse charges 45 extension transfer 53 external call forward 60 external call forwarding configurations Call Forward All Calls 53 Call Forward All No Answer 53 Call Forward Busy 53 F feature code types Call Detail Recording account code 19 feature codes account code list Call Detail Recording 19 Call Detail Recording 18 account code list 19 account codes 19 creating 18 designating 18 Field definitions Call Detail Recording System Administration Guide 68 Index CLID report 46 field definitions Norstar reports CLID 55 real time 56 standard 55 formats date Call Detail Recording 16 H header format Call Detail Recording 16 Hospitality record Real Time 60 Standard 49 how to get help support 7 identification servi
51. ge or delete Prefix Filters 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed o0 Ff Oo In the prefix filter table 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 To modify an existing prefix select the prefix and change it to the appropriate value To delete an existing prefix select the prefix and delete all of the digits Configuring CDR Report contents To configure CDR Report contents 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed The report contents appear in the lower panel Table 3 Report contents Option Description default shown in bold Include DNIS Info Yes No Provides the number the caller dialed to reach the BCM system You can enable or disable the DNIS Info parameter This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Include CLID with name Yes No Reports the CLID name of each call You can enable or disable this parameter at any time This par
52. he call was answered 15 seconds after the ringing began The call was transferred 25 seconds after it was answered and was released two minutes after it was transferred 030298 154920 0022 4037692000 UNKNOWN DG 030298 154920 0022 4037692000 8002349876 DD 030298 154935 0022 7101 4037692000 UNKNOWN DA 030298 155000 0022 7169 4037692000 UNKNOWN DT 030298 155200 0022 7169 4037692000 UNKNOWN DR Ssasces 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 ea d 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 If the Auto Attendant answers incoming calls the station set number appears as the DN of the Auto Attendant If Call Center answers incoming calls the station set number appears as the Control DN CDN of the Skillset that answered the call Standard Hospitality record format The Hospitality record shows four states of room occupancy vacant basic mid and full Room number lengths can be from one to five digits Figure 25 Room status vacant A Standard Hospitality record with room 12345 status set as vacant obeunt 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Call Detail Recording System Administration Guide 50 Chapter 4 Call Detai
53. he system to allow authorized access If authorized access is not set up the user cannot see the real time records To set up CDR you must log on to Business Element Manager with a user name and password that is a member of the Admin Group Once logged on you can add members to the CDR User Group Only members of the CDR User Group can access the records Members of other User Groups including the Admin User Group cannot access the Call Detail Recording records Caution To guard against unauthorized access to CDR records you must add only authorized users to the CDR User Group In this configuration the BCM security protects all records against unauthorized access CDR User Group Administration By default the CDR User Group has no members The System Administrator can add users to the CDR User Group through Business Element Manager The System Administrator can also modify user access privileges or delete existing usernames from the group For information about how to add delete and modify users and User Groups refer to the Administration Guide for your BCM Call Detail Recording System Administration Guide 24 Chapter 3 Configuring and managing CDR data Note If you retrieve CDR records using a dial up connection and you use the Callback feature the computer you use to access CDR data files must have the Callback number that is configured for your user account To enter a Callback number 1 InBusiness Elem
54. igning filters 17 Norstar 41 SL 1 41 SL 1CLID 43 Call Detail Recording System Administration Guide 70 Index SL 1 report options 42 physical lines 50 SL 1 41 target line 50 RINGING record 49 S security Call Detail Recording 23 call record 9 service TIE 52 services call by call 52 PUBLIC 52 voice mail 53 set numbers auto attendant 49 contact center 49 SL 1 Call Detail Recording standard report format 43 Calling Line Identification format 41 Standard format 41 SL 1 records As Hoc Multiparty Conferencing 43 SL 1 report format Call Detail Recording 15 SL 1 reports Call Detail Recording field definitions 41 letter codes 42 report options 42 target line physical line 44 field definitions line 1 41 line 2 42 Standard Hospitality record format 49 Standard Norstar reports Call Detail Recording 46 Standard reports line descriptions 56 station set numbers Auto Attendant 44 Call Detail Recording Auto Attendant 44 Contact Center 44 Contact Center 44 support 7 express routing code 7 how to get help 7 Nortel reseller 7 Nortel Solutions Center 7 Nortel Web site 7 System Administrator Call Detail Recording role 9 tasks 9 T Target Line Busy report 50 targetline 50 TIE service 52 U User Group administration Call Detail Recording 23 using Call Detail recording livestream 38 V voice mailservice 53 Voice over IP calls 52 NN40020 605
55. ile Transfer screen changes to display the current Call Detail Recording Pull statistics Note To reset the Call Detail Recording Pull statistics click the Reset Statistics button Call Detail Recording System Administration Guide 30 Chapter 3 Configuring and managing CDR data To install the CDR Pull Client 1 Exit any Windows programs that are running 2 Start a browser session and connect to the BCM web page The BCM Login dialog box appears Note Your system administrator provides the correct URL for the BCM web page Enter your username and password and click OK The Welcome to BCM page appears Click the Administrator Applications link The Administrator Applications page appears Click the CDR Clients link The CDR Clients download page appears Click the Download CDR Clients link The File Download dialog box appears Click Save and save the application where you want to install it After the application downloads double click it to launch the installation and follow the instructions in the Installation Wizard gt Note The CdrClientInstaller exe file installs the CDR Livestream and the CDR Pull Client Starting the CDR Pull Client To start the CDR Pull Client complete the following procedure To start the CDR Pull Client 1 Click Start and point to Programs Point to Nortel and then point to CDR Client Click CDR Pull Client The CDR Pull Sample Application windo
56. l Recording reports Figure 26 Room status basic A Standard Hospitality record with room 732 status set as basic uu she tang red 23 01 98 23 49 00 STN 732 HOSPITALITY BASIC Figure 27 Room status mid A Standard Hospitality record with room 73 status set to mid 23 01 98 23 49 00 STN 73 HOSPITALITY MID Figure 28 Room status full A Standard Hospitality record with room 7 status set to full erz ttrc 23 01 98 23 49 00 STN 7 HOSPITALITY FULL Target line physical lines If you use target lines on digital trunks the Call Detail Recording reports show both the target line and the physical line number Figure 29 Target line and physical line An incoming call on a target line The target line number is 101 and the physical line number is 38 Station 7468 answers the call pump 12 12 97 12 00 01 LINE 0101 STN 7468 00 00 00 INCOMING CALL LINE 0038 00 28 33 CALL RELEASED Busy reports CDR produces two types of busy reports e Direct Inward Dial e Target Line Direct Inward Dial busy A call rings busy when the digital line is set up as a Direct Inward Dial DID line that requires receive digits to route the call through the BCM 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 CDR produces a busy report NN40020 605 Chapter 4 Call Detail Recordi
57. n a conference displays any external party involved in the conference call regardless of the number of internal parties All conference call participants both internal and external produce a Start S Transfer X and End E record SL 1 CLID reports The SL 1 CLID report has 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 no CLID Information report is delivered Call Detail Recording System Administration Guide 44 Chapter 4 Call Detail Recording reports Figure 7 Incoming call with CLID An incoming call on line 38 to station set 2221 with CLID enabled The CLID number available is 4037692000 N 034 00 T038000 DN2221 04 04 15 32 00 10 24 4037692000xxxxxx Figure 8 Incoming call with Call Information and no CLID An incoming call on line 37 to station set 2211 with Call Information enabled The CLID number is not available N 035 00 T037000 DN2211 04 04 14 22 00 12 04 Figure 9 Incoming call transferred with CLID An incoming call on line 38 to station set 7447 and transferred to station set 2223 Call Information is enabled and the CLID is 4032919001 S 029 00 T038000 DN7447 04 04 15 02 4032919001xxxxxx E 030 00 T038000 DN2223 04 04 15 07 4032919001xxxxxx SL 1 Target line Physical lines When target lines ar
58. ng reports 51 Figure 30 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 CDR produces a busy report but does not include the target line information Figure 31 shows an example of a call to a busy target line Figure 31 Call to a busy target line 03 02 99 14 36 02 LINE 0035 00 00 00 BUSY CDR reports busy only if the BCM server is programmed to provide busy treatment Bearer Capability data When you assign Call Detail Recording to report in the Norstar CLID report format Call Detail Recording provides Bearer Capability information associated with the call Figure 32 Incoming call with Bearer Capability nik 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 if your BCM server supports Bearer capabilities PRI call by call service If the ISDN Primary Rate Interface PRI trunk is installed in the BCM 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 Call Detail Recording System Administration Guide 52
59. nistration Guide 64 External Call Forward A BCM server telephone 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 BCM server and the outside world SL 1 report format The organization of information that Call Detail Recording data must be translated into before the data it contains is read by an SL 1 call accounting program System Administrator The person responsible for installing administrating and maintaining Call Detail Recording for a particular company Target line A Target line is a virtual line not a physical line It is dedicated to receiving and routing incoming calls on DID or auto answer trunks to a specific destination NN40020 605 Index 65 Index A accessing Call Detail Recording livestream 38 livestream Element Manager 38 account code list Call Detail Recording 19 descriptions 19 account codes Call Detail Recording feature code 19 Ad Hoc Multiparty Conferencing Feature Call Detail Recording 43 administration Call Detail Recording User Group administration 23 A
60. ntered in the Day of Month box Pull Sets the BCM 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 Applies only to Push Enter the IP address or Machine name of the central server that you are sending CDR information to Enter the IP address in the format 10 10 10 1 for example A machine name can be a maximum of 47 characters Remote User Applies only to Push Enter the FTP login username that BCM uses when connecting to the central server The Remote Username must be the same as the username you assigned to BCM in the central server configuration and can be a maximum of 47 characters If you leave the Remote User box blank the system uses the user ID anonymous with no password to access the FTP server Security Note If you use the anonymous user ID there is no security provided for CDR files on the FTP server Anyone who logs on to the FTP server with the anonymous user ID can access your CDR information Remote password Destination FTP Alias Applies only to Push Enter the FTP login password that BCM uses when connecting to the central server The Remote Password must be the same as the password you assigned to BCM in the central server configuration and can be a maximum of 47 characte
61. ond line as indicated in the third field 00 10 32 CONFERENCE STN2 7425 00 12 12 CONFERENCE LINE2 0052 00 12 45 CONFERENCE END Figure 49 Call transfer line The line that appears if a call is transferred 00 00 00 TRANSFERRED Figure 50 Call transfer from line The line that appears if a call was transferred It indicates the start of the call at the new station set that received the transfer 00 00 00 FROM TRANSFER Figure 51 End call line The line that shows 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 00 00 00 CALL RELEASED Figure 52 Digits dialed line The line that shows the digits dialed This line appears in outgoing call reports A maximum of 32 digits or characters can appear If the call connected digit separator option is enabled an exclamation mark appears between digits dialed before and after the call connects DIGITS DIALED XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX DIGITS DIALED 123456789 1234 Figure 53 Invalid password line The line that appears if a user or caller enters an invalid password 00 00 00 INVALID PASSWORD NN40020 605 Chapter 4 Call Detail Recording reports 59 Figure 54 Account code line The line that appears if an account code is entered Account codes can be a maximum of 12 digits 00 00 00 ACCOUNT CODE X
62. page 27 Using CDR Push Transfer on page 32 Using CDR Livestream on page 36 Using CDR Pull Transfer To use the CDR Pull Transfer the following are required a client PC that receives the downloaded files a user account in the CDR group on the BCM BCM data transfer set up to pull the files CDR Client application configured to meet your requirements Call Detail Recording System Administration Guide 28 Chapter 3 Configuring and managing CDR data e an application that uses the CDR toolkit to download the CDR data aZIP UNZIP utility installed if using the file compression feature Note This guide describes the setup for the sample application CDR Pull Client gt provided by Nortel For applications developed by other software vendors follow their documentation Configuring the CDR Client The CDR Client is the application running on the client PC that accesses the BCM systems and downloads the Call Detail Recording data files The CDR Client is typically a custom application that is created by your company or an external vendor for your company The advantage of a custom CDR Client is that it 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 CDR Client refer to the documentation that came with the CDR Client for information about configuring the it If your company does not have or require a custom CDR Client a sampl
63. played Click the Data File Transfer tab Set the parameters on the Data File Transfer page to specify the server to which CDR information is sent For information about the parameters on this screen refer to the table Data File Transfer settings on page 34 Note When you use the Transfer Immediately option you do not need to set Transfer zi Time Transfer Day Day of Week and Day of Month 5 Click Push Now The BCM starts transferring Call Detail Recording information to the specified servers Using CDR Livestream The CDR Livestream is an application that you can use to monitor real time call activity from a PC You download the CDR Livestream to a PC and are then able to connect to a BCM and view and print real time call activity To use CDR Livestream you require e aclient PC to view the data e a CDR user account with privileges for the CDR User Group on the BCM the CDR Livestream application installed and configured To install CDR Livestream 1 Exit any Windows programs that are running 2 Start a browser session and connect to the BCM web page The BCM Login dialog box appears NN40020 605 Chapter 3 Configuring and managing CDR data 37 Enter your username and password and click OK The Welcome to BCM page appears Click the Administrator Applications link The Administrator Applications page appears Click the CDR Clients link The CDR Clients download page appears Click the Downloa
64. r Folder dialog box If you want to store the Call Detail Recording data files in a new folder you must use Windows to create the folder before you select it If you want BCM to compress the Call Detail Recording data files into a single ZIP file before sending the information select the Zip CDR files before fetching check box Compressing the file before sending it reduces the amount of time required to transfer the information If you want BCM to delete the Call Detail Recording data files after it has successfully sent the files select the Delete Downloaded CDR files from BCM check box 10 Click OK Call Detail Recording System Administration Guide 32 Chapter 3 Configuring and managing CDR data The New CDR Pull Schedule screen closes and the new scheduled Pull Transfer appears in the Schedule Information box To delete a Pull Transfer schedule 1 IntheSchedule Information field click the Pull Transfer schedule that you want to delete 2 Click Delete The scheduled Pull Transfer is removed from the Scheduled Information box Exiting from the CDR Pull Client When you have finished adding BCM systems and scheduling Pull Transfers you can exit from the CDR Pull Client The Pull Transfers that you have scheduled will run even if the CDR Pull Client is closed To exit from the CDR Pull Client click the OK button at the bottom of the CDR Pull Sample Application screen To read and reset transfer statistics 1 In
65. r supervision 21 System Administrator report filters 17 role 9 feature code F9 18 tasks 9 filter type 18 User Group administration 23 hospitality records 18 using minimum call duration 18 livestream 38 report format Call Detail recording SL 1 Standard 43 Contact Center report formats station set numbers 44 Norstar 15 45 SL 1 15 report language 17 Call Detail Recording data configuring 23 assigning 17 Call Detail Reording Report Options report filter types configuring 13 All 18 report types Outgoing 18 Norstar 41 Prefix 18 NN40020 605 Index 67 report filters descriptions 18 Call Forward ALI Calls 53 Call Forward Busy 53 Call Forward No Answer 53 call record Call Detail Recording security 9 call types VoIP 52 call by call service 51 changing prefix filters Call Detail Recording 20 CL 1 Call Detail Recording reports 41 CLID reports Call Detail Recording SL 1 43 line descriptions 56 conferencing Ad Hoc Multiparty Call Detail Recording 43 configuring Call Detail Recording 13 prefix filters 19 Report Options 13 CDR report contents 20 prefix filters Call Detail Recording 19 report contents Call Detail Recording 20 configuring Report Options 13 contact center set numbers 49 D deleting prefix filters Call Detail Recording 20 descriptions Real time record 60 dialed number 52 Dialed Number Identification Service 52 digit suppression Call Detail Recording after connect is disabled 21 a
66. range is 0 to 30 seconds Call Detail Recording System Administration Guide 18 Chapter 2 Configuring Call Detail Recording 5 Select the Hospitality records check box if you require hospitality records Report Filter Description Filter type All reports all incoming and outgoing calls Outgoing reports only outgoing calls no incoming calls Prefix reports calls matching the predetermined long distance digit strings The purpose of the Prefix filter 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 code reports only calls that have account codes associated with them Feature code F9 See Creating the Feature Code Minimum call duration This filter determines which calls are included in the CDR Calls shorter than the minimum call duration are not logged The default setting is 2 seconds and the range is O 30 seconds Hospitality records This fil
67. rs Applies only to Push Enter an FTP alias on the central server where CDR information is transferred An example of a destination FTP alias is NTelephone systems XCall Records In the central server configuration you must grant FTP writing permission at this location for the username you entered in the Remote User box and the password you entered in the Remote Password box The destination FTP alias can be a maximum of 47 characters Note If you leave the Destination FTP Alias box blank CDR files are transferred to the FTP home directory for that particular user ID Number of Retries Applies only to Push Enter the number of times from 0 10 that the system tries to send CDR information to the central server if a data file transfer fails The default is O If you enter 0 the system does not attempt to resend the data NN40020 605 Chapter 3 Configuring and managing CDR data 35 Table 5 Data File Transfer settings Setting Description Compress files before transfer Applies only to Push Select whether CDR data files are compressed into a 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 SouthBCM2001 0915084522 zip Select the check box to compress the files into a zip file or leave the check
68. scriptions Start new file Max file size 100 kB Daily weekly monthly on file size or file transfer By default a new file is started when the file size reaches the maximum of 1 400 kilobytes KB You can change the file schedule to start a new file at regular intervals 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 e on file transfer when the files are transferred 14 1 400 kB 10 to 50 You can configure the data file size from 10 1 000 kB to 50 5 000 kB File size is used only if you have specified a value in the file settings Disk space limit 400 MB 2 to 800 The minimum disk space requirement for CDR is 2 MB The default is 400 MB Available disk space is verified when the service starts and when a new file starts When the minimum amount of disk space is available automatic file deletion occurs beginning with the oldest file Files are deleted until 20 percent of the space is made available For example if the disk size is assigned as 400 MB CDR deletes old files until 320 MB of space is available The current CDR data is not accessible when CDR is running CDR Administration closes the current data file and creates a new file with a new header Caution Some parameters are market specific If the parameter value does not match the trunk property CDR can produce incorrect reports
69. stration Guide 66 Index livestream Norstar real time 47 accessing 38 reports 41 managing data 23 SL 1 41 Norstar Standard Norstar reports 46 assigning a report format 15 security 23 Norstar CLID reports callrecord 9 field definitions 46 SL 1 Norstar report types assigning areport format 15 all reports 45 letter codes 42 CLID reports 45 report options 42 real time reports 45 SL 1 CLID reports 43 standard reports 45 incoming call transferred with CLID 44 Norstar reports incoming call with Call Information and no CLID CLID 46 44 standard reports 46 incoming call with CLID 44 Norstar Standard reports SL 1 report format incoming call 46 advice of charges at end of call 44 outgoing call 46 call charges 44 parameters SL 1 reports programming 13 CLID reports 43 prefix filters field definitions 41 42 assigning 20 SL 1 Standard reports deleting 20 call transfer 43 printing records 39 conference call 43 report contents 20 21 incoming call 43 configuring 20 outgoing call 43 descriptions 20 SL 1 target line physical line Display connection character 21 target line transfer 44 Include call charge info 21 Suppress digits Include CLID with call type 20 after connect is enabled and Line Supervision is Include CLID with name 20 available 21 Include DNIS Info 20 after connect is enabled and Line Supervision is Include long CLID 20 not available 21 maximum digits after connection 21 suppress digits 21 options 20 after connect is disabled 21 Use answe
70. t in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller Call Detail Recording System Administration Guide 8 Howto get help NN40020 605 Chapter 1 Getting started This section contains information on the following topics About this guide on page 9 Audience on page 10 Acronyms on page 10 Symbols and conventions used in this guide on page 10 Related publications on page 11 About this guide This guide tells a System Administrator how to configure the Call Detail Recording CDR application generate reports and install and use the CDR Pull Client and CDR Livestream System Administrator role The System Administrator performs the initial and ongoing administration tasks Your tasks include administering CDR determining Account codes used as references for tracking telephone calls interpreting reports A Warning SECURITY ALERT CDR records the date and time of calls digits dialed incoming call information and time elapsed This can include sensitive and personal information such as telephone banking numbers credit card numbers and personal identification numbers Digits dialed are not maintaine
71. ter represents four states of room occupancy vacant basic mid and full Room number lengths can be 1 5 digits Creating the Feature Code The purpose of the feature code is to allow a user to enter an account code when on a call The account code that is entered is registered and recorded in the BCM CDR record for that call The default feature code in BCM is 900 If 900 is being used for another application you can choose another code to represent CDR The feature code you designate can be any unused number between 900 and 999 You designate the feature code in Business Element Manager To designate the feature code 1 Onthe Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 Inthe Feature Code field enter a number between 00 and 99 The first digit 9 is provided Callers can now enter the Feature Code and then enter the appropriate Account Codes NN40020 605 Chapter 2 Configuring Call Detail Recording 19 Account Codes With Account Codes you can track telephone calls from your company to different clients or for telephone activities For example a caller contacting a billable client can enter an account code each time they call that client Callers can enter account codes for any incoming or outgoing calls Callers enter the
72. tions To configure Report Options Log on to Element Manager On the Task Navigation Panel click the Configuration tab The Configuration folders appear Select the Telephony folder Click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed Use the tables in the Report Options tab to configure your report options Specify your report format and contents and the filters you want to use Call Detail Recording System Administration Guide 14 Chapter 2 Configuring Call Detail Recording Figure 1 The Report Options page Configuration Administration can netoit Recording Pia System E T Administrator Access Report Options Data File Transter Resources EH Telephony Report Format L Ly Global Settings Format Norstar gt Reporttype ay Language Engish pac System DNs P Lines Date format luwppivv Y Header format ine station X Loops i Scheduled Services FHI Dialing Plan i Q Ring Groups Report Fiter 1 Call Security UN Hospitality Fitter type y Prefix Filter Hunt Groups Report only calls with the following prefixes Detail Recording Feature codeF9 foo T Data Services is 1 Applications Minimum call duration 2 lo Hospitality records p Report Contents Include DNIS info 7 Use answer supervision Leading Digits Suppression Leading Digits Suppress In
73. ts dialed after the call is connected the system inserts an between the two sets of digits For Norstar report format only You can enable or disable the display connection character parameter Suppress digits after connect Maximum digits after connect Enable Disable By default CDR stores all digits dialed even after the call has been answered This includes any personal information dialed such as account numbers credit card numbers or PINs You can use the Digit Suppression feature to stop CDR from storing digits after the call has been answered To configure the Suppress digits feature use the Suppress digits after connect and Maximum digits after connect options With Suppress digits after connect you can enable or disable this feature With Maximum digits after connect you specify the maximum number of digits CDR stores How the Suppress digits operates e If Suppress digits after connect is disabled CDR records all of the digits dialed Line Supervision and the Maximum digits after connect have no affect if Suppress digits is disabled e If Suppress digits after connect is enabled and Line Supervision is available on the line used CDR records the telephone number dialed but stops recording when Line Supervision indicates the call is answered The Maximum digits after connect option has no affect if Line Supervision is available on the line used e If Suppress Digits after connect is enabled and Line Sup
74. us the ringing duration the third field shows when the call started ringing Call Detail Recording reports calls based on events change of call states First field time the associated event occurred The time is an offset from the start time of the call indicated in the header e Second field describes the event associated with the call Events can be either a call state such as hold or transfer or a user action such as account code entry Third field data that describes the action in the second field 00 00 00 INCOMING CALL RINGING 0 04 Figure 44 Outgoing line The line following the header line with all five fields The time in the header line field shows when the call was initiated 00 00 00 OUTGOING CALL Figure 45 Sample unanswered call line The line following the header line if an incoming call is unanswered 00 00 00 NO ANSWER RINGING 0 22 Figure 46 Sample busy line The line that appears if an incoming call receives busy treatment 00 00 00 BUSY Call Detail Recording System Administration Guide 58 Chapter 4 Call Detail Recording reports Figure 47 Hold and off hold lines The line that appears if a call is put on hold or taken off hold 00 00 04 HOLD 00 00 06 UNHOLD Figure 48 Conference start and end lines The line that shows the start and the end of a conference The third party in the conference can be a second station set or a sec
75. w appears Scheduling a Pull Transfer You can schedule a time and date for the CDR Pull Client to perform the Pull Transfer NN40020 605 Chapter 3 Configuring and managing CDR data 31 Adding a scheduled Pull Transfer Scheduling a Pull Transfer includes selecting the BCM system selecting the time and date selecting a location to store the Call Detail Recording data files To schedule a Pull Transfer 1 Open the CDR Pull client and click Add The Create New CDR Pull Task screen appears Enter the IP address User ID and Password for the BCM you want to schedule for a Pull transfer Enter the hour you want the Pull Transfer to start in the Hour field Enter the minute that you want the Pull transfer to start in the Minute field In the Date field click either the day or the date you want the Pull Transfer to start If you select a day the CDR Pull Client will perform a Pull Transfer once a week on this day and at the time specified If you select a date the CDR Pull Client will perform a Pull Transfer once a month on this date and at the time specified Note If you want to select more than one day or date press and hold the Ctrl key on your keyboard while you select additional days or dates Click Browse The Browse for Folder dialog box appears Navigate to the folder where you want to store the Call Detail Recording data files and click OK Note You cannot create a folder from the Browse fo
76. y of the BCM A developer s toolkit is available to build a CDR real time application to meet your specific needs Refer to the Nortel Developer Partner Program for details on the BCM CDR toolkit or check with your CDR application vendor for availability of this functionality in their software Features of Data File Transfer CDR data file transfer has the following features For Push Transfer you can schedule a data file transfer so that the BCM system sends the data files on a regular basis daily weekly or monthly and at a specified time For Push Transfer you can manually start the transfer of data files from the BCM system when you need the Call Detail Recording information immediately For Push Transfer BCM can automatically attempt to re send the data if the initial data transfer fails For Push transfer select the Auto Dialout checkbox in the Add Static Route window Configuration gt Data Services gt Router Interfaces gt Static Routes gt Add The remote server is automatically dialed when the transfer starts Refer to device configuration guide for your BCM for more information on how to set up static routes and Auto Dialout BCM can compress the Call Detail Recording information to reduce the amount of time it takes to transfer the files Only the files that have not been previously sent are transferred The following sections provide detailed information about file transfers Using CDR Pull Transfer on

Avaya Business Communications Manager - Call Detail Recording System User's Manual

Contents

Download Pdf Manuals

Related Search

Related Contents