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Avaya BCM 2.5 Call Detail Recording System Administrator's Guide

1. Figure 72 shows an example of a Real Time Hospitality record showing room 732 status set to basic Refer to Sample room status basic on page 62 Figure 72 Sample room status basic 012398 234900 732 HB Figure 73 shows an example of a Real Time Hospitality record showing room 73 status set to mid Refer to Sample room status mid on page 62 Figure 73 Sample room status mid 012398 234900 73 HM Figure 74 shows an example of a Real Time Hospitality record showing room 7 status set to full appears below Refer to Sample room status full on page 63 P0911648 02 Chapter 3 Call Detail Recording Re p 063r Figure 74 Sample room status full 012398 234900 7 HF Advice of charges at end of call On ISDN ETSI lines only the cost of a call is available on a Norstar record Cost appears in dollars or pulse units Figure 75 shows an example of end of call currency charges of 123 45 Refer to Sample charges in dollars on page 63 Figure 75 Sample charges in dollars Lecce 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 76 shows an example of end of call currency charges of 123 Lira Refer to Sample charges in lira on page 63 Figure 76 Sample charges in lira 07 19 00 16 16 56 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL
2. Norstar reports on page 44 Assign the Norstar report type From the Report Parameters window you can assign the Norstar report type as Standard CLID Real Time or All To assign or change Report Parameters 1 Click the Report Parameters key The Report Parameters window opens In the Format list box select Norstar In the Report Type list box select Standard CLID Real Time or All Report Language If your Business Communications Manager server supports other languages select either English or one of the alternate languages The Report Language default is English To assign or change the Report Language 1 Click the Report Parameters key The Report Language window opens 2 From the Report Language list box select English or an alternate language P0911648 02 Chapter 2 Configuring Call Detail Recording 25 Note The Report Language you select only affects Call Detail Recording reports The language assigned to each telephone determines the language used in the Account codes Report Filter The Report Filter option allows you to specify the type of calls to be collected Select one of the following e All calls Outgoing calls only e Calls that match the prefix strings on long distance e Calls with Account codes only Only one of the above reports can be selected at a time The Report Filter default is All and can be changed from the Call Detail Recording Report Parameters window All calls C
3. Return to Menu Part No P0911648 02 Business Communications Manager 2 5 Call Detail Recording System Administration Guide RTEL NETWORKS Copyright O 2001 Nortel Networks All rights reserved February 13 2001 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0911648 02 Contents 3 Contents p PP PAPS S 7 po nC A AAA AAA 11 PIGlaGe incisi n ir di di id count 13 a II VE Emergente 911 GING uus dde xe d RO AIR Y CR CE CORE CR SEN CREE ESSER 13 ls MP m Ja AI AA AA 14 Related publications a KKK a a 15 Chapter 1 liligse ir sir a RR AAA AAA REG 17 About Gall Detail RECORIAS ci a kA Ka LANA PRA A ee 17 Your role as System Administrator 44 cccc00nee ake RR AA 18 Chapter 2 Configuring Call Detail Recording o ooooooommmmmmmo 19 MEA IS A x 19 The
4. DIGITS DIALED 98 CALL CHARGE 123 Lira 00 00 03 CALL RELEASED Figure 77 shows an example of end of call pulse charges of 456 units Refer to Sample charges in units on page 63 Figure 77 Sample charges in units ES 07 19 00 16 28 15 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 546 CALL CHARGE 456 PULSES 00 00 04 CALL RELEASED Figure 87 shows an example of end of call with no charges Refer to Sample with no charges on page 63 Figure 78 Sample with no charges gt 07 19 00 16 29 40 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 55 CALL CHARGE 0 00 00 03 CALL RELEASED Figure 79 shows an example of end of call with charges not available Refer to Sample charges not available on page 64 Call Detail Recording System Administration Guide t s 64 Chapter 3 Call Detail Recording Reports Figure 79 Sample charges not available 00 00 00 00 00 02 07 19 00 16 26 13 LINE 0181 LINE 285 BC SPEECH OUTGOING CALL CALL RELEASED 00 00 02 CALL RELEASED P0911648 02 65 Chapter 4 Install CDRClient Application The CDRClient application allows you to administer remotely the domain and user access to the Call Detail Recording records You can view and print records You also control record security To install the CDRClient application 7 8 9 Exit any Wind
5. oar A LEE rin icmp RESTART FESTA LEE PAL LIKE HEN GG EELE UTR Gabi HED HATED DIGITS DEALER METI CALL MELTASER A E A A BC DEDE OIGA Gabi DIGITS DEMMER APARATO CALL BILTASER A O LIBE HB BC SFLIEE Ones Gabi CALL RELEASED iprurr 1 A To use CDRClient 1 Type the server name to connect to the Business Communications Manager base unit 2 Click the Set Server button to apply the name 3 Click the Start button to view call activity records Note If you do not know the server name ask your System Administrator gt The CDRClient maintains a limited number of records New records replace old records after the buffer is full 4 Click the Stop button to stop viewing call activity records To print records as you view them Select the record you want to print or right click on the mouse to Select All Click the COPY button or right click on the mouse to copy the record to the clipboard Paste the record into a text application such as WordPad or Notepad Pb O N Print the record Note All records are maintained on the Business Communications Manager base unit Use Business Communications Manager Unified Manager to obtain records and print files P0911648 02 Chapter 4 Install CDRClient Application 67 Call Detail Recording Record Security The records from Call Detail Recording are sensitive in nature Communication among top executives and external compani
6. 26 using 27 Field definition s55 CLID report 45 Format Date 28 Header 28 H Header Format 28 Hospitality record 17 Real Time 62 Standard 49 Identification service 53 K Keys 22 L Language Report 24 Long distance Prefix filter 25 33 Market Parameters accessing 30 N Norstar report 55 Norstar Target lin e51 P Pager Call Detail Recording System Administration Guide 76 Index See Special station set numbers 43 49 Physical lines Norstar 50 SL 1 42 Prefix Bin Settings accessing 33 Primary Rate Interface 52 Printable line 57 Programming Business Communications Manager Call Detail Recording parameters 19 publications related 15 R Remote administratio n71 Report filter 25 Report format Norstar 24 44 45 Norstar All 48 Norstar Real Time 47 Norstar Standard 44 Norstar call charges 63 SL 1 23 39 SL 1 CLID 42 SL 1 field definitions 39 SL 1 Report options 40 SL 1 Standard 41 SL 1 Call charges 43 Report languag e24 Reportlo g 39 Report Options accessing 27 Report Parameters accessing 22 Report type Norstar 44 SL 1 39 Reports Bearer capability 51 Busy 50 SL 1 39 S Special station set numbers Auto Attendant 43 49 Pager 43 49 Summary accessing 21 Suppress Length Settings 35 T Target lines SL 1 42 text conventions 13 U Unified Manager Diagnostics 19 P0911648 02
7. Call Detail Recording Keys 2 lt saceceadeuvacedeadpac RR RR NAG GAWAAN 22 The Report Parameters cisocosurarin RR x REED x x x eor x ede x 22 Report formats NIDOS fcc eke iii idad 23 SALIDO oso 23 erster SORS usas dk Ricoh rar AAA da 24 gc pain Wen Gea rr 24 POO PING M PERPE III 25 PAGANS arras op PariC oC dd o e e NER eu Aa A 25 Une COBO ican dos qa CHE RRECS SOR CER RR RP EE APERIN dde 25 mi le i PP M 25 Account Code Feature CODE cia saeua addc desea one ac dox o da 26 PCOOUM GOD BE aa estesa eese x uie die be qa i Made oper dabas 26 Using Account CodeS disorder rad aded 27 Tus REPO TORIO sara lee d dcn olera d dodo dpa d 27 DAO FONE AA 28 Heada Formal iaa ak Cope dp rea 28 NOY rra dodo ach a enr diced fendi Rund ded dob di aq E Ee 29 Connect Char Characters cc a ama a EG xm REX a Exe 29 Clip File Schedule uius suas iua ddp n deb a dated ed a 30 dii rfc RC PCT PETI TIT TOE EE TATT 30 Call Detail Recording System Administration Guide 4 Contents Disk Space A A 30 The Manet Pana errada aras 30 CLID Wit NANG oocxirara orar A C RAN KAKA 21 Lana CLID SUPP esa dla dica o qn OE aa deu ceri ua d ud CR f 32 LID with Gall WS vusssa dues RA KABILANG GU PAARE RU GE DK Panes ARE 32 SUpport Gall Charme is sna sess c RLe e RGcRAX Eau E R3 do POOL M3 oRCR AR 32 Anewor SUPE re dd hd a ode Cede ia WA 32 Gall PESE DUIUO 22 4 eco as hee cR ia Rx Ex HU S Eu dE Ee d 32 POS FRED aria A 32 The Prefi
8. mama rra a 42 Figure 17 Sample incoming call with CLID so cio cee a ee ma 42 Figure 18 Sample incoming call with Call Information and without CLID 42 Figure 19 Sample incoming call transferred with Call Information available 42 Figure 20 Sample target line transfer 0 0 00 c eee eee 43 Figure 21 Sample end of call with charges rounded down 43 Figure 22 Sample end of call with charges rounded up 43 Figure 23 Sample end of call with pulse charges 44 Figure 24 Sample end of call with no charge 00 cece eee eee 44 Figure 25 Sample end of call with charges not available 44 Figure 26 Sample outgoing call 0 eee 45 Figure 27 Sample incoming call llli 45 Figure 28 Sample incoming call with CLID iu kaa ee a eee 46 Figure 29 Sample call with CLID not answered a 46 Figure 30 Sample call with truncated CLID 00000 46 Figure 31 Sample call with partial CLID 0 cee eee 47 Figure 32 Sample call with DIS ocooozicoiara Rm s 48 Figure 3s Sample CAN Wansiet ss coi os Sa daa KG ee do pauli aci RR a aD ci 48 Figure 34 Sample call with Standard CLID and Real Time information 49 Figure 35 Sample room status vacant iioi suac adu ua ay EASE DARA weds 50 Figure 36 Sample room status basic once daiwa eek iude dd Radon Rc eee 50 Figure 37 Sampleroom status mid csse
9. ringing line 00 00 00 INCOMING CALL RINGING 0 04 Figure 54 shows an example of the line following the header line with all five fields The time in the header line field shows when the call is initiated Refer to Sample outgoing line on page 58 Figure 54 Sample outgoing line 00 00 00 OUTGOING CALL Figure 55 shows an example of the line following the header line when an incoming call is unanswered Refer to Sample unanswered call line on page 58 Figure 55 Sample unanswered call line 00 00 00 NO ANSWER RINGING 0 22 Figure 56 shows an example of the line indicating when an incoming call receives busy treatment Refer to Sample busy line on page 58 Figure 56 Sample busy line 00 00 00 BUSY Figure 57 shows an example of the line indicating when the call is put on hold or taken off hold Refer to Sample hold and off hold lines on page 58 Figure 57 Sample hold and off hold lines 00 00 04 HOLD 00 00 06 UNHOLD Figure 58 shows an example of the line indicating the start and the end of a conference The third party in the conference can be a second station set or a second line as indicated in the third field Refer to Sample conference start and end lines on page 59 P0911648 02 Chapter 3 Call Detail Recording Re p 059r Figure 58 Sample conference start and end lines 00 10 32 CONFERENCE STN2 7425 00 12 12 CONFERENCE LINE
10. rings busy when a target line is involved with a call and a second incoming call tries to use the same line Call Detail Recording produces a busy report but does not include the target line information Figure 41 shows an example of a call to a busy target line Refer to Sample busy call on a target line on page 51 Figure 41 Sample busy call on a target line 03 02 99 14 36 02 LINE 0035 00 00 00 BUSY Call Detail Recording reports busy only if the Business Communications Manager server is programmed to provide busy treatment Bearer capability data When you assign Call Detail Recording to report in the Norstar CLID report format Call Detail Recording provides Bearer capability information associated with the call Figure 42 shows an example of an incoming call with Bearer capability data Refer to Sample incoming call with Bearer capability on page 51 Figure 42 Sample incoming call with Bearer capability 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 0 02 Note This information appears in the Norstar report when the Business gt Communications Manager server supports Bearer capabilities Call Detail Recording System Administration Guide 52 Chapter 3 Call Detail Recording Reports PRI Call by call service When the ISDN Primary Rate Interface PRI trunk is installed in the Business Communication
11. window eere 68 Figure 88 Domain User Group Profile window lt oooooooo ooo 70 Call Detail Recording System Administration Guide 10 Figures P0911648 02 Tables 11 Tables Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 Table 8 Table 9 Table 10 Summary window parameters 00 ccc eee eee eee 21 Pept Poni AA AA EE 22 Sample Account Codes sia AAA 26 Report Options parameters 0 0 00 eee eee 28 The Market Parameters window parameters 31 Configuration reminder window oo 36 Field dennitionstorline 1 iiis saa RR RRRERRRERERERES RR RR 39 Field defim ons Io li S iode to EBE TOOTOREREIeRESOU RU RU ERR RUE 40 Report options and letter codes 0 000000 eee eee 40 Report options and letter codes eee 47 Call Detail Recording System Administration Guide 12 Tables P0911648 02 13 Preface Your Business Communications Manager telephone system has many features that you can customize to keep up with changes in your workplace This guide provides information about how to program a Business Communications Manager telephone This information includes items such as programming personal speed dials transferring a call and using special features Some of the features included in the Business Communications Manager telephone system are conference calls group listening group pickup di
12. 1 and line 2 Refer to Field definitions for line 1 on page 39 and Field definitions for line 2 on page 40 Table 7 Field definitions for line 1 Column Name Format Definition 1 RecType Y report type 2 Blank Blank space 3 5 RecNo XXX report seq number Call Detail Recording System Administration Guide 40 Chapter 3 Call Detail Recording Reports Table7 Field definitions for line 1 Column Name Format Definition 6 Blank Blank space 7 8 CustNo 00 Customer number 9 Blank Blank space 10 16 OriglD TXXXXXX Line number DNXXXX STN number CF00001 Conference number 17 Blank Blank space 18 24 TerlD TXXXXXX Line number DNXXXX STN number 25 37 Blank Blank space 38 48 TimeStamp MM DD HH MM Time stamp 49 Blank Blank space 50 57 Duration HH MM SS Call duration 58 Blank Blank space 59 90 Digits XXX X Dialed digits 50 61 AccCode XXX X Account code C report Table 8 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 00000 32767 for ETSI ISDN lines which support AOCE 17 22 Currency nnnnn Currency charge for the call Valid Charge 000000 999999 only for DASS2 and ETSI ISDN lines which support AOCE SL 1 report options Call De
13. 17 Chapter 1 Introduction The Nortel Networks Business Communications Manager Call Detail Recording is an application that records and reports call activity Each time a telephone call is made to or from your company you can record the information about the call When the call is completed you can print information about the call in a report Call Detail Recording also provides information on incoming calls as the events occur This information appears in a Real Time Call record About Call Detail Recording Call Detail Recording provides information about date and time of the call and digits dialed the originating and the terminating line or station set whether an incoming call was answered elapsed time between origin of a call and when it was answered whether a call was transferred or put on hold call duration call charges calls associated with Account codes incoming call Calling Line Identification CLID information Bearer Capability of the line in the call Hospitality records for room occupancy status Real Time records for ringing DNIS answered unanswered transferred and released events for incoming calls with CLID information and Hospitality room occupancy status Note Call Detail Recording delivers Custom Local Area Signalling Services gt CLASS Call Management Services CMS Automatic Number Identification and Dialed Number Identification Services DNIS in the form of CLID reports Contact you
14. 2 0052 00 12 45 CONFERENCE END Figure 59 shows an example of the line indicating when a call is transferred Refer to Sample call transfer line on page 59 Figure 59 Sample call transfer line 00 00 00 TRANSFERRED Figure 60 shows an example of the line indicating when a call was transferred It indicates the start of the call at the new station set that received the transfer Refer to Sample call transfer from line on page 59 Figure 60 Sample call transfer from line 00 00 00 FROM TRANSFER Figure 61 shows an example of the line indicating the last state of a call It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report Refer to Sample end call line on page 59 Figure 61 Sample end call line 00 00 00 CALL RELEASED Figure 62 shows an example of the line indicating digits dialed appear in Outgoing call reports A maximum of 32 digits characters can appear If the call connected digit separator option is enabled an appears between digits dialed before and after the call connects Refer to Sample digits dialed line on page 59 Figure 62 Sample digits dialed line DIGITS DIALED XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX DIGITS DIALED 123456789 1234 Figure 63 shows an example of the line indicating when the user or caller enters an invalid password Refer to Sample invalid password
15. 8 02 Chapter 3 Call Detail Recording Re p 053r t s Dialed number identification service Certain trunk types support the delivery of Dialed Number Identification Service DNIS Call Detail Recording supports the reporting of DNIS as part of the CLID call reports Both the Norstar CLID and Norstar Real Time format support DNIS reporting Figure 45 shows an example of an incoming call with DNIS information Refer to Sample incoming call with DNIS on page 53 Figure 45 Sample incoming call with DNIS 01 01 99 01 38 00 LINE 0001 SIN 221 CALLING NUMBER 6135551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 9772210 BC SPEECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00 01 35 CALL RELEASED Note Business Communications Manager only support DNIS with the necessary hardware installation and trunk configuration to deliver DNIS information Call connected digit separator Normally Call Detail Recording reports all the digits the user dials to connect a call The digits can include digits responding to prompts from the Automated Attendants extension transfer or voice mail service To identify the digits dialed to connect the call and digits dialed after the call is connected you can insert an between them Figure 46 shows an example of an outgoing call with call connected digit separator Refer to Sample call with digit separator on page 53 Figure 46 Sample call with digi
16. 89012345678901234567890123456789012345678901234567890 MMDDYY HHMMSS LINE STATION CLID NUMBER NAME DNIS TYPE EVENT 030193 154615 0019 6137635122 Alan Smith UG 030193 154615 0019 6137635122 4032632300 D 030193 154615 0019 7343 6137635122 Alan Smith UA 030193 154615 0019 7343 6137635114 Alan Smith UN 030193 154615 0019 7343 6137635122 Alan Smith UT 030193 154615 0019 7343 6137635114 Alan Smith UR 012398 234900 12345 HV 012398 234900 12345 HB 012398 234900 12345 HM 012398 234900 12345 HF Norstar Standard and CLID report description For non Real time Standard and CLID reports each line has a maximum of three fields except for the header line The header line has a maximum of five fields e The first field always contains eight dashes e The second field provides the date the call originated e The third field provides the time the call originated e The fourth field provides the line being used e The fifth field provides the line or station using the line from the fourth field Call Detail Recording reports calls based on events change of call states The first field is the time the associated event occurred The time is an offset from the start time of the call indicated in the header The second field describes the event associated with that call Events can be either a call state like hold or transfer or a user action like account code entry The third field is data that further describes the acti
17. AL AOCE ASM ATA BRI CDR CFAC CFB CFNA CLASS CLID CMS DID DISA DN DND DNIS DRT ERC ETSI HS IP ISDN ISO KB Alarm Advice of charges at end of call Analog Station Module Analog Terminal Adapter Basic rate interface Call Detail Recording Call Forward all Calls Call Forward Busy Call Forward No Answer Custom Local Area Signalling Service Calling Line Identification Call Management Services Direct inward dial Direct inward system access Directory number Do not disturb Dialed Number Identification Services Delayed Ring Transfer Express routing code European Telecommunications Standards Institute Hospitality services Internet Protocol Integrated Services Digital Network International Organization for Standardization Kilobyte P0911648 02 Preface 15 LAN MB PC PBX PIN PRI RC RO SLR URL WAN Local Area Network Megabyte Personal computer Private branch exchange Personal Identification Number Primary Rate Interface Room condition Room occupancy Selective line redirection Uniform Resource Locator Wide Area Network Related publications For more information about using Business Communications Manager refer to the following publications Business Communications Manager Installation and Maintenance Guide This document provides more information about using Unified Manager Call Detail Recording System Administration Guide 16 Preface P0911648 02
18. Bin Settings numbers and the remaining digits excluding the PIN are printed in the output report Assign or Change Access Bin Settings and Suppress Length Settings To enter or change the Access Bin Settings 1 Click the Access Bin Settings key The Access Bin Settings Suppress Length Settings window opens 2 In the Access 1 list box enter the access code 3 Inthe Access 2 through Access 5 list boxes enter the access code as required To enter or change the Suppress Length Settings 4 Inthe Suppress 1 list box enter the Suppression Setting 5 Inthe Suppress 2 through Suppress 5 list boxes enter the Suppression Setting as required Note You can suppress a maximum of 16 digits following the Access Bin Settings Saving configuration changes The Call Detail Recording Administration feature of Unified Manager enables you to maintain a copy of all options and parameters When you complete the configurations and changes required to all parameters follow the procedures below to save and implement them Changes do not apply until you select the Commit option or reboot the system When you click on Configuration in the menu bar the Configuration reminder window shown in Figure 9 appears Refer to The Configuration reminder window on page 35 Figure 9 The Configuration reminder window Coin at mm Plesri niler Changes to Status and Startup are immediate ez Reat Orly Fiet Ofer changes extstrequinng Commit ar Lindo
19. D RESTART 00 00 00 INCOMING CALL RINGING 0 00 00 00 00 OUTGOING CALL 00 00 00 NO ANSWER RINGING 0 00 00 00 00 FROM TRANSFER 00 00 00 INVALID PASSWORD 00 00 00 HOLD 00 00 00 UNHOLD 00 00 00 ACCOUNT CODE 123 00 00 00 BUSY DIGITS DIALED 9369552 00 00 00 CONFERENCE STN2 7425 00 00 00 CONFERENCE LINE2 0052 00 00 00 CONFERENCE END 00 00 00 RESTRICTION PASSWORD 99 00 00 00 CALL CHARGES PULSES 00 00 00 CALL RELEASED 00 00 00 TRANSFERRED 00 00 00 FROM TRANSFER RECORDS LOST LINE 0015 BC SPEECH BC UNRESTRICTED DIGITAL BC RESTRICTED DIGITAL BC 3 1 kHZ AUDIO BC 7 kHZ AUDIO BC VIDEO CALLING NUMBER 4032919123 CALLING NUMBER 12345678901 CALLING NUMBER 4032919123x NAME Peter Pan LONG DISTANCE UNKNOWN DNIS NUMBER 4032652300 PRI SERVICE PUBLIC PRI SERVICE PRIVATE PRI SERVICE TIE PRI SERVICE FX PRI SERVICE OUTWATS PRI SERVICE SWITCHED DIGITAL PRI SERVICE 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 CENA VOIP CALL Figure 50 shows an example of the lines available for printing by Call Detail Recording in the Real Time report Refer to Real Time record format on page 57 P0911648 02 Chapter 3 Call Detail Recording Re p 057r Figure 50 Real Time record format 0 L 2 3 4 5 6 7 12345678901234567
20. Destination format always reports the number placing the call followed by the number receiving the call Incoming calls are reported in the Line Station format Outgoing calls are reported in the Station Line format To assign or change the Header Format 1 Click the Report Options key The Report Options window opens 2 Inthe Header Format list box select Line Station or Source Destination DNIS Info The Dialed Number Identification Service DNIS provides the number the caller dialed to reach the Business Communications Manager system You can enable or disable the DNIS Info parameter The DNIS Info default is Enabled This parameter applies to the Norstar Record Format only Not all trunks support DNIS To enable or disable the DNIS Info options 1 Click the Report Options key The Report Options window opens 2 In the DNIS Info list box select Enable or Disable Connect Char Characters Normally Call Detail Recording 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 digits dialed after the call is connected you can insert an between the two sets of digits You can enable or disable the Connect Char parameter The Connect Char default is Disabled To enable or disable the Connect Char options 1 Click the Report Options key The
21. Figure 7 Refer to The Prefix Bin Settings window on page 33 Figure 7 The Prefix Bin Settings window Prefix Bin Settings Prefix Bin Settings Prefix 1 Format 0 99999999 Prefix 2 fi Prefix 3 ba Prefix 4 lh co Prefix 5 huc m Prefix 6 i Prefix 7 kean Prefix 8 kk Prefix filter If you select the Prefix filter you must also specify the prefix digits The Prefix option allows you to monitor and report all long distance calls calls to certain area codes or calls to specific numbers If the first digits dialed match one or more of the programmable prefix strings the call is reported otherwise the call is not reported You can have a maximum of eight prefix strings assigned at one time The maximum length for each prefix string is eight digits The Prefix filter default settings are O 1 90 91 411 and 9411 Assign or Change Prefix Bin Settings To assign or change a Prefix filter 1 Click the Prefix Bin Settings key The Prefix Bin Settings window opens Call Detail Recording System Administration Guide 34 Chapter 2 Configuring Call Detail Recording 2 Inthe Prefix 1 list box enter the prefix number 3 In the Prefix 2 through Prefix 8 list boxes enter the prefix numbers as required The Access Bin Settings Click on the Access Bin Settings key in the Comprehensive window see Figure 1 to open the window as shown in Figure 8 Refer to The Access Bin Settings and Suppress Leng
22. IPX Routing SNMP QoS Monitor Web Cache Q Net Link Mgr Alarm Service NAT VPN 2 On the navigation tree click the Business Communications Manager key and then click the Services key 3 Click the Call Detail Recording key The Summary window appears Figure 2 shows the Summary window Refer to The Summary window on page 21 P0911648 02 Chapter 2 Configuring Call Detail Recording 21 Figure 2 The Summary window Buus up Etartup on Reboot Enabie Autumatic Table 1 shows the parameters you can configure using the Summary window Refer to Summary window parameters on page 21 Table 1 Summary window parameters Name Version CDR CDR Software Version Description Business Communications Manager Call Detail Recording Status Startup on Reboot Up Enable Automatic Down Enable Manual Disable Figure 3 shows the Startup on Reboot parameters Refer to Startup on Reboot window on page al Figure3 Startup on Reboot window amare Camara Feder ETET Desarrpim ey ja a8 Corin Fi magi ia Ln mation Posi Ena dina F mara ear as Call Detail Recording System Administration Guide 22 Chapter 2 Configuring Call Detail Recording The Call Detail Recording keys From the Services folder click the Call Detail Recording key Call Detail Recording shows the following five key
23. Logoff Undo prt Parameters Clip File ort Parameters Format Norstar w Report Type All v Language English v Report Filter All Feature Code F9 oo Commit changes To make and apply changes P0911648 02 Chapter 2 Configuring Call Detail Recording 37 1 From the Business Communications Manager key click the Services key 2 Click the Call Detail Recording key or any key in the Call Detail Recording submenu 3 From the Configuration menu choose Commit The Unified Manager applies changes to the parameters and generates a new header in the Call Detail Recording log file Note Before you commit a change the Other changes exist requiring Commit or Undo parameter appears as Yes in the Configuration Reminder window When you commit the change the parameter automatically changes to No Configuration Undo Call Detail Recording Administration maintains a copy of all options and parameters internally Undo restores the settings to the last committed values Refer to The Undo option window on page 37 Figure 11 The Undo option window ON Performance Fault Report Tools Logoff prt Parameters Jort Parameters Format Norstar v Report Type All v Language English v Report Filter All x Feature Code F9 foo Undo changes To undo changes and restore previous values 1 From the Business Communications Manager key cli
24. NIS A Answered N No Answer T Transfer R Released HV Hospitality vacant HB Hospitality basic HM Hospitality mid The RINGING call state is unique to Real Time records It indicates a ringing line as soon as Call Detail Recording receives the CLID Information The Dialed Number Identification Service DNIS record is reported only if the line delivers the DNIS information If present it follows the RINGING record Figure 32 shows an example of a call ringing with DNIS answered and released Refer to Sample call with DNIS on page 48 Call Detail Recording System Administration Guide 48 Chapter 3 Call Detail Recording Reports Figure 32 Sample call with DNIS 030198 154615 0019 6137635114 John Doe UG 030198 154615 0019 6137635114 4037352000 UD 030198 154623 0019 7832 6137635114 John Doe UA 030198 154831 0019 7832 6137635114 John Doe UR Figure 33 shows an example of a transferred call Refer to Sample call transfer on page 48 Figure 33 Sample call transfer 4041197 094105 0003 7692000 Alan Smith UG 041197 094105 0003 7692000 7305432 UD 041197 094111 0003 7344 7692000 Alan Smith UA 041197 094156 0003 7440 7692000 Alan Smith UT 041197 094414 0003 7440 7692000 Alan Smith UR You can use the record information to drive external PC database applications for example to compile customer information by extracting the CLID data from the Real Time records Norstar All rep
25. Report Options window opens 2 Inthe Connect Char list box select Enable or Disable Call Detail Recording System Administration Guide 30 Chapter 2 Configuring Call Detail Recording Note Some of the Report Options parameters are market specific If the parameter value does not match the trunk property Call Detail Recording can produce incorrect reports If you are using a Call Accounting package to process reports consult your software vendor before you make any changes Clip File Schedule By default the Business Communications Manager server clips the data files when the file size reaches the maximum of 1 400 kilobytes KB You can change the file schedule to clip at regular intervals The Clip File Schedule options are daily at midnight e weekly Sunday at midnight e monthly the first day of each month at midnight e file size from 1 000 KB and 5 000 KB File size Data file size limit for clipping is changeable File size ranges from 10 1 000 KB to 50 5 000 KB Note The File size parameter is not used when a regular interval is assigned but only when the Clip file Schedule option is selected Disk Space limit The minimum disk space requirement for Call Detail Recording is 2 MB The default is 400 MB Available disk space is verified when the service starts and when files are clipped When the minimum amount of disk space is available automatic file deletion occurs beginning with the old
26. Y DD MM YY YY MM DD Header Format sapien aika DNIS Info Disable Enable Connect Char Disable Enable Clip File Schedule Daily Weekly Monthly File size File size 100KB 14 1 400 KB Caution Some of the above parameters are market specific If the parameter value does not match the trunk property Call Detail Recording can produce incorrect reports If you are using a Call Accounting package to process reports consult your software vendor before you make any changes File size is used only when this option is selected in the Clip File Schedule Date Format The Date Format includes the day month and year There are three date formats Select one of the following e MM DD YY e DD MM YY e YY MM DD The default Date Format is MM DD YY This parameter affects only the Norstar Record Format It is intended to provide market compatibility To assign or change the Date Format 1 Click the Report Options key The Report Options window opens 2 Inthe Date Format list box select MM DD YY DD MM Y Y or YY MM DD Header Format There are two kinds of Header Format Select one of the following e Line Station e Source Destination P0911648 02 Chapter 2 Configuring Call Detail Recording 29 The Header Format default is Line Destination This parameter applies to the Norstar Record Format only The Line Station format always reports the line number followed by the station number The Source
27. a call report with CLID number truncated Refer to Sample call with truncated CLID on page 46 Figure 30 Sample call with truncated CLID A 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 31 shows an example of a call with only a partial CLID number Refer to Sample call with partial CLID on page 47 P0911648 02 Chapter 3 Call Detail Recording Re p 047r t s Figure 31 Sample call with partial CLID 04 04 99 11 12 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 format Real Time call records are one line long All Real Time records begin with an asterisk to differentiate them from non Real Time call records Real Time records are generated only when CLID Information is available Real Time records also generate five call states and four Hospitality types Call Detail Recording generates the Norstar Real Time report options using letter codes as shown in Table 10 Refer to Report options and letter codes on page 47 Table 10 Report options and letter codes Letter code Report option G Ringing D Dialed Number Identification Service D
28. all Detail Recording reports all incoming and outgoing calls Outgoing calls only Call Detail Recording only reports on outgoing calls Incoming calls are not reported Prefix strings Call Detail Recording reports calls matching the pre determined long distance digit strings The purpose of the Prefix option is to report only long distance calls calls to certain area codes or calls to specific numbers If you select the Prefix Report filter you must also specify the prefix digits If the first digits dialed match one or more of the programmable prefix strings the call is reported otherwise the call is not reported You can have a maximum of eight prefix strings assigned at one time The maximum length for each prefix string is eight digits Note The Prefix filter defaults are O 1 90 91 411 and 9411 Invalid Password attempts are reported regardless of the Report Filter selected Account Code Call Detail Recording reports only calls with account codes associated with them To assign or change a Report Filter Call Detail Recording System Administration Guide 26 Chapter 2 Configuring Call Detail Recording 1 Click the Report Parameters key The Report Parameters window opens In the Report Filter option select All Outgoing Prefix or Account Code Click the OK button Account Code Feature Code Account Codes allow you to cross reference telephone calls from your company to different clients or for teleph
29. an example of the lines indicating when CLID information is available The calling number shown can be a maximum of 12 characters of which a maximum of eleven can be digits If a number received by the Business Communications Manager server is longer than eleven digits then a is the first character followed by the eleven least significant digits The name can be a maximum of 15 characters Each of the number and name can show UNKNOWN The third line is the call type It shows either LONG DISTANCE or UNKNOWN if call type information is not available The DNIS number if available appears after the call type It is followed by the Bearer Capability The last line is the PRI Call by call service which appears only when the PRI service information is available Refer to Sample CLID information on page 60 Figure 68 Sample CLID information CALLING NUMBER XXXXXXXXXXX NAME XXXXXXXXXXXXXXX UNKNOWN DNIS NUMBER XXXXXXXXXX BC SPEECH PRI SERVICE TIE XXXXX VOIP CALL Figure 69 shows an example of the lines indicating when the room occupancy status of room 12345 changes to vacant Refer to Sample room status on page 61 P0911648 02 Chapter 3 Call Detail Recording Re p 061r Figure 69 Sample room status gt 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Figure 70 shows an example of the line indicating when a call is externally forwarded Extension 221 is responsibl
30. ck the Services key 2 Click the Call Detail Recording key or any key in the Call Detail Recording submenu 3 From the Configuration menu choose Undo Previously committed values are restored Call Detail Recording System Administration Guide 38 Chapter 2 Configuring Call Detail Recording Note Before you commit a change the Other changes exist requiring Commit or Undo parameter appears as Yes in the Configuration Reminder window When you commit the change the parameter automatically changes to No Configuration Clip File The current file log is not accessible when Call Detail Recording Service is running Call Detail Recording Administration closes the current log file and creates a new log file with a new header Refer to The Clip File option window on page 38 Figure 12 The Clip File option window Fon Performance Fault Report Tools Logof ptt prt Parameters tort Parameters Format Norstar w Report Type All v Language English v Report Filter lu Feature Code F8 maga Clip File To clip the file log 1 From the Business Communications Manager key click the Services key 2 Click the Call Detail Recording folder or any key in the Call Detail Recording submenu 3 From the Configuration menu choose Clip File The format for the data file extension created is Y Y Y YMMDDHHMMSS You can download these files using the Unified Manager Click the Call Detail Recording key F
31. d and the CLID number is not available Refer to Sample incoming call with Call Information and without CLID on page 42 Figure 18 Sample incoming call with Call Information and without CLID N 035 00 TO37000 DN2211 04 04 14 22 00 12 04 Figure 19 shows an example of an incoming call on line 38 to station set 7447 and transferred to station set 2223 Call Information is enabled and the Call Information number available is 4032919001 Refer to Sample incoming call transferred with Call Information available on page 42 Figure 19 Sample incoming call transferred with Call Information available S 029 00 TO38000 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 are used on digital trunks reports show both the target line number and the physical line number Figure 20 shows an example of an incoming call on target line 103 and transferred to another station set The physical line is 37 Refer to Sample target line transfer on page 43 P0911648 02 Chapter 3 Call Detail Recording Re p o43r t Figure 20 Sample target line transfer S 029 00 TO37103 DN7499 04 04 15 02 E 030 00 T037103 DN7370 04 04 15 07 Special station set numbers Call Detail Recording reserves two special station set numbers to represent special entities in the Business Communications Manager server that can answer calls You
32. d oou Ro d 69 Call Detail Recording Domain User Management essi d 69 Add a name to a Domain User Group 000 0c eee esses 69 Maduy deer Pros uude qnc dada dir ara dans 70 Delete a user NAME voracidad A ue 70 CDR User Management additional information a 70 Qe UTI TERES TII V Si IT TLT fa are A rcr 75 Call Detail Recording System Administration Guide 6 Contents P0911648 02 Figures 7 Figures Figure 1 The Comprehensive WOW nag kaa cd e aes 20 Figure TRE Summary NOON ouoecsadceegbptexd e eec Eee pes adde 21 Figure3 Startup on Reboot window 00 0c eee eee eee 21 Figure4 The Report Parameters window 0 0c eee eee eee 22 Figure5 The Report Options window 0000 eects 27 Figure6 The Market Parameters window lt lt ooooomcccrrrsrarrrrrs 31 Figure 7 The Prefix Bin Settings WINdOW secuestrada AK KAKA 33 Figure8 The Access Bin Settings and Suppress Length Settings window 34 Figure9 The Configuration reminder window llle lesen 35 Figure 10 The Commit option window aa een Ie 36 Figure 11 The Undo option window essi emen 37 Figure 12 The Clip File option window ce cause kae xk a xa 38 Figure 13 Sample outgoing call 0 0 ee 41 Figure 14 Sample incoming Cal cocopccporciciorsrrrrrrrir rriki irra 41 Figure 15 Sample call transfer liliis 41 Figure 16 Sample conference call 2 a
33. dify the access privileges Click Save The user s privileges are now changed Delete a user name To delete a name from a user list From the Business Communications Manager key click the Management key Click the UserManager key Click on the user name b amp b WO N From the Configuration menu choose Delete User The user s name is now deleted from the list Call Detail Recording Domain User Management Under Domain User Management you can e add a domain user profile e modify user privileges e delete a user name Add a name to a Domain User Group To add a name to the Domain User Group Profile 1 From the Business Communications Manager key click the Management key Click the UserManager key From the Configuration menu choose Add Domain User The Domain User Group Profile window appears Refer to Domain User Group Profile window on page 70 Call Detail Recording System Administration Guide 70 Chapter 4 Install CDRClient Application Figure 83 Domain User Group Profile window 4 Enter the domain and user name and assign privileges to read only Click Save The user now has access to the Call Detail Recording records Modify user privileges To modify user privileges b O N a 5 From the Business Communications Manager key click the Management key Click the UserManager key Click on the user name From the Configuration menu choose Modify Domain User The Proper
34. e 50 Figure 38 Sample room status full 0 0 000 ce eee 50 Figure 39 Sample target line and physical line o ooooococcoooo 50 Call Detail Recording System Administration Guide 8 Figures Figure 40 Figure 41 Figure 42 Figure 43 Figure 44 Figure 45 Figure 46 Figure 47 Figure 48 Figure 49 Figure 50 Figure 51 Figure 52 Figure 53 Figure 54 Figure 55 Figure 56 Figure 57 Figure 58 Figure 59 Figure 60 Figure 61 Figure 62 Figure 63 Figure 64 Figure 65 Figure 66 Figure 67 Figure 68 Figure 69 Figure 70 Figure 71 Figure 72 Figure 73 Figure 74 Figure 75 Figure 76 Figure 77 Figure 78 Figure 79 Figure 80 Figure 81 Sample busy call with DID 2 00000 eonun RR RR RR 51 Sample busy call on a target line ooo oooooomoommooo 51 Sample incoming call with Bearer capability 51 A LARUANG HIKA LAAL AA Aba ama d 52 Sample incoming call with VoIP nooo 52 Sample incoming call with DNIS 000 cece eee 53 Sample call with digit separator cee 53 Sample external call with external call forward 54 Sample internal call with external call forward o 55 Standard and CLID report formats 000 cece eee eee 56 Real TING record TONAL aussen innen PEPER EERE REE OR 57 Sample start header line liliis 57 Sample Vester NE yc paaa dd KARAY BAN KABABA es 58 sample call ringing Ina cdueuses
35. e for the external call forward event Refer to Sample external call forward on page 61 Figure 70 Sample external call forward EXT CALL FWD STN 221 REASON CFAC Norstar Real Time record description The Real Time record is one line long beginning with an asterisk to differentiate it from other Norstar records This record contains eight fields e date in MMDDYY format time in HHMMSS format line number associated with the call station set number associated with the call CLID number CLID name or DNIS number e call type call state The date field is a fixed length of six digits MMDDY Y The month day or year are preceded by a leading 0 to keep the field length fixed For example 010501 is January 5 2001 The time field is a fixed length of six digits HHMMSS There are no separators between hour minute and second The line field shows the call being tracked The line is fixed at four digits and can have leading zeros For example 0019 is line 19 As the Real Time Hospitality record does not use the third field it does not contain any characters and appears blank The station set number field shows the station set associated with the call Station set numbers range from two to seven digits If the number is less than seven digits there are no leading zeros because this field is not fixed In the Real Time Hospitality record this field shows the room number Room numbers range from one
36. ecording Re p 045r t s Figure 26 Sample outgoing call 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 27 shows an example of an Incoming Call in Standard format Refer to Sample incoming call on page 45 Figure 27 Sample incoming call gt 2 04 04 99 12 00 01 LINE 0083 STN 7726 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Norstar CLID reports When you select this option CLID information received from the Business Communications Manager server for an incoming call prints between the report header and the event lines There is one occurrence of CLID information per call A CLID field does not appear in the report when CLID information is not available If you need Secondary CLID information you must configure the Primary Call Detail Recording to receive CLID information You must configure The Primary Call Detail Recording to print SL 1 CLID report format or Norstar CLID report format Note Call Detail Recording reports CLID information only for lines that are capable of delivering CLID You must configure the Business Communications Manager server to enable delivery of CLID information Norstar report field definitions The first Call Information line after the header line is the CALLING NUMBER It contains a maximum of 11 characters W
37. ene mensure im een YRS EE e 58 Sample ooa Ee usirniarcn cari daa dd dd 58 Sample unanswered call line oooooocoocoocooooooo 58 sample BUSY ING ovrorcrsr trinidad 58 Sample hold and off hold lines ius keke eee ci nn 58 Sample conference start and end lines 0 0000 cee eee eee 59 Sample call transer llle 2c507sa4seancueds cen dav HEARD LADY 59 Sample call transfer from line llle 59 sample end call line iure AA 59 Sample digits dialed ING a wk ak NB AKA na dede eee dcs 59 Sample invalid password line 59 Sample account code line issued aded e daa as yo Rad Ra 60 Sample passwd Lue erae 60 Sample AA AAP 60 Sample physical line ooooooccoccoconcoor o 60 sample GLID WIGIIUSION dd Pert RR terenit trint EY UR ed 60 Sample rom HA deed RA ba dcos 61 Sample external call forward 00 0c eects 61 Sample room status vacant eas 62 Sample room status basic omo 62 Sample Toom SPD MM iade Ii p e dedo 62 Sample room status Tull 1dueuscacsessexwesesebxexx ira kde ve dex 63 sample charges in dollars sis 444 sce h4seeb aia RR RR AREA 63 Sample charges in lifa cios raras ar 63 Sample changes In UNG AA asar 63 Sample with no ERES cs dl au Bc d E RR da 63 Sample charges not available ooo ooooooooommmmmo o 64 ODRGIEN ION ais Gad A arta kee ees 66 User Administration window 0 0 ee 67 P0911648 02 Figures 9 Figure 82 Property Sheet
38. eports correctly The following are the special entities Auto Attendant e Remote Pager When the Auto Attendant answers incoming calls the station set number reports as 0 zero When the Remote Pager answers incoming calls the station set number reports as 7 Standard Hospitality record format The Hospitality record represents four states of room occupancy vacant basic mid and full Room number lengths range from one to five digits Figure 35 shows an example of a Standard Hospitality record with room 12345 status set as vacant Refer to Sample room status vacant on page 50 Call Detail Recording System Administration Guide 50 Chapter 3 Call Detail Recording Reports Figure 35 Sample room status vacant 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Figure 36 shows an example of a Standard Hospitality record with room 732 status set as basic Refer to Sample room status basic on page 50 Figure 36 Sample room status basic mL 23 01 98 23 49 00 STN 732 HOSPITALITY BASIC Figure 37 shows an example of a Standard Hospitality record with room 73 status set to mid Refer to Sample room status mid on page 50 Figure 37 Sample room status mid 23 01 98 23 49 00 STN 73 HOSPITALITY MID Figure 38 shows an example of a Standard Hospitality record with room 7 status set to full Refer to Sample room status full on page 50 Figure 38 Sample room status
39. er emphasis on call record security Limitations and security arrangements can vary depending on the network environment and how the customer administers and limits access to the call records Consult with the appropriate members of your organization regarding the proper safeguards P0911648 02 19 Chapter 2 Configuring Call Detail Recording Call Detail Recording uses configuration parameters to specify the kinds of calls to be reported as well as the report type and format Each parameter can be changed at any time Unified Manager 1 Open Business Communications Manager Unified Manager The Comprehensive window appears The Business Communications Manager navigation tree shows the following five keys System Resources Services Management Diagnostics Figure 1 shows the Comprehensive window Refer to The Comprehensive window on page 20 Call Detail Recording System Administration Guide 20 Chapter 2 Configuring Call Detail Recording Figure 1 The Comprehensive window Group Eon Config 47 65 82 131 Comprehensive 9 GJ BCM 47 55 82 131 Q System Resources 9 Q Services Y Telephony Services IP Telephony 9 Y Call Detail Recording Report Params Report Options Market Params Prefix Bins Access Bin Settings LAN CTE Configuration Q Console Service Q Voice Mail Voice Button DHCP DNS Q IP Routing Y
40. ervices supervisor TU O 23 Management TivDialup UserManager AlarmManager Turnbull Diagnostics User Note For more information refer to the Programming Operations Guide that came with your system Call Detail Recording System Administration Guide 68 Chapter 4 Install CDRClient Application CDR User Management Under User Management you can create a new user profile e modify user privileges e delete a user name Create a user profile To add a user name From the Business Communications Manager key click the Management key Click the UserManager key From the Configuration menu choose Add User The Property Sheet window appears Refer to Property Sheet window on page 68 Figure 82 Property Sheet window N Property Sheet Xx User Profile User Name Manager Read Only Field Password Confirmed Password Privilege READ WRITE ii kh UA UA AA AA 5 Sigedby 1 4 Enter the user name and assign privileges to read only Click Save The user now has access to Call Detail Recording records Modify user privileges To modify privileges a user can access 1 From the Business Communications Manager key click the Management key 2 Click the UserManager key P0911648 02 Chapter 4 Install CDRClient Application 69 Click on the user name From the Configuration menu choose Modify User The Property Sheet window appears 5 Mo
41. es telephone banking passwords long distant PIN codes etc are some of the examples that require protection from unauthorized access With the introduction of network real time access in Call Detail Recording the System Administrator must setup the system to protect against unauthorized access The default installation of Call Detail Recording enables the CDR group to have launch permission to the records This means anyone in the same group has access to the Call Detail Recording records To guard against unauthorized access to Call Detail Recording records you must add only the authorized users to the Call Detail Recording group In this configuration the NT security protects all records against unauthorized access CDR Group User Administration User groups are created during installation The System Administrator can add user names to the CDR group and grant them access to Call Detail Recording records using the Business Communications Manager Unified Manager The System Administrator can also modify user access privileges or delete existing user names from the group Figure 81 shows an example of the User Administration window Refer to User Administration window on page 67 Figure 81 User Administration window Group Edit B i Performance Fault Add User n Delete User 47 65 82 131 Comprehensive Add Detete Det au I 3 LL 9 ON La System P Resources pees Domain mw m Y S
42. est file Files are deleted until 20 space is made available For example if the disk size is assigned as 400 MB Call Detail Recording deletes old files until 320 MB of space is available The Market Parameters There are seven Market Parameters The seven Market Parameters are e CLID with Name e Long CLID Support e CLID with Call Type e Support Call Charge e Answer Supervision P0911648 02 Chapter 2 Configuring Call Detail Recording 31 e Call Filter Duration Hospitality Record Click on the Market parameters key in the Comprehensive window Figure 1 to open the window as shown in Figure 6 Refer to The Market Parameters window on page 31 Figure 6 The Market Parameters window Matkel Parameters Mark Pa aie enr CUD wim Hame Enabie Long CLID Suppor Digable CUID wih Call Type Enable Support Gall Charge Disabla Anger Superasion Disable om Cali Filter Duration F Hospilalily Records prrrg Table 5 shows the parameters you can configure using the Market Parameters window Refer to The Market Parameters window parameters on page 31 Table 5 The Market Parameters window parameters CLID with Long CLID CLID with Support Call Answer Call Filter Hospitality Name Support Call Type Charge Supervision Duration Record Disable Disable Disable Disable Disable 0 30 Sec Disable Enable Enable Enable Enable Enable Enable Caution Some of
43. example of an outgoing call on line 38 from station set 7447 and transferred to station set 2221 Refer to Sample call transfer on page 41 Figure 15 Sample call transfer S 029 00 DN7447 T038000 04 04 15 02 8761344 E 030 00 T038000 DN2221 04 04 15 07 Figure 16 shows an example of a two line conference call with two outgoing calls Refer to Sample conference call on page 42 Call Detail Recording System Administration Guide 42 Chapter 3 Call Detail Recording Reports Figure 16 Sample conference call 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 3047000 04 04 12 27 SL 1 CLID reports The SL 1 CLID report consists of two lines The CLID information if available appears in the third character position of the second line The CLID number is always 16 digits Any missing numbers are represented by an x If there is no CLID Information available then no CLID Information report is delivered Figure 17 shows an example of an incoming call on line 38 to station set 2221 with CLID enabled The CLID number available is 4037692000 Refer to Sample incoming call with CLID on page 42 Figure 17 Sample incoming call with CLID N 034 00 T038000 DN2221 04 04 15 32 00 10 24 4037692000xxxxxx Figure 18 shows an example of an incoming call on line 37 to station set 2211 with Call Information enable
44. full 2 23 01 98 23 49 00 STN 7 HOSPITALITY FULL Target line Physical lines When target lines are used on digital trunks the Call Detail Recording reports show both the target line and the physical line number Figure 39 shows an example of an incoming call on a target line The target line number is 101 and the physical line number is 38 Station 7466 answers the call Refer to Sample target line and physical line on page 50 Figure 39 Sample target line and physical line 2 12 12 97 12 00 01 LINE 0101 STN 7468 00 00 00 INCOMING CALL LINE 0038 00 28 33 CALL RELEASED Busy reports Call Detail Recording produces two types of busy reports e Direct Inward Dial e Target Line P0911648 02 Chapter 3 Call Detail Recording Re p o51r t s Direct Inward Dial DID busy A call rings busy when the digital line is set up as a DID line requiring receive digits to route the call through the Business Communications Manager server via a target line If all target line destinations are busy the unit returns a busy signal instead of routing the call to the prime station set Call Detail Recording produces a busy report Figure 40 shows an example of a busy call to a set with DID Refer to Sample busy call with DID on page 51 Figure 40 Sample busy call with DID 03 02 99 15 09 32 LINE 0235 00 00 00 BUSY LINE 0035 Target line busy A call
45. hen information is incomplete one of the following messages appear e If the number is truncated the forward slash symbol precedes the digits received e Ifa partial CLID number is received x follows the digits received e If the number field does not receive data UNKNOWN appears The second Call Information line is the NAME It contains a maximum of 15 characters e If the name field does not receive data UNKNOWN appears Call Detail Recording System Administration Guide 46 Chapter 3 Call Detail Recording Reports The third Call Information line is the call type indicating when the call is a long distance call e If the call type field does not receive data UNKNOWN appears Figure 28 shows an example of an incoming call with CLID Refer to Sample incoming call with CLID on page 46 Figure 28 Sample incoming call with CLID 35 5 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 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 29 shows an example of an abandoned no answer incoming call with CLID Refer to Sample call with CLID not answered on page 46 Figure 29 Sample call with CLID not answered SS 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 30 shows an example of
46. la The Configuration reminder window updates automatically as changes are made to other parameters Changes do not go into effect until Commit or Undo are assigned Call Detail Recording System Administration Guide 36 Chapter 2 Configuring Call Detail Recording Table 6 shows the parameter you can configure using the Configuration reminder window Refer to Configuration reminder window on page 36 Table 6 Configuration reminder window Changes to Status and Startup Other changes exist requiring are immediate Commit or Undo Yes Yes No Note In the Configuration Reminder window the Changes to Status and Startup are immediate and Other changes exist requiring Commit or Undo parameters are read only fields The Configuration menu The Configuration menu is available from all of the Call Detail Recording Administration window The three options under Configuration are Commit Undo and Clip File Figures 10 11 and 12 show the three Configuration option windows Configuration Commit Call Detail Recording Administration maintains a copy of all options and parameters internally Changes made are not applied until the Commit option is selected or the system reboots Make the changes required to all parameters When changes are complete select Commit to apply the changes Refer to The Commit option window on page 36 Figure 10 The Commit option window Performance Fault Report Tools
47. line on page 59 Figure 63 Sample invalid password line 00 00 00 INVALID PASSWORD Figure 64 shows an example of the line indicating when an account code is entered Account codes can be a maximum of 12 digits Refer to Sample account code line on page 60 Call Detail Recording System Administration Guide t s 60 Chapter 3 Call Detail Recording Reports Figure 64 Sample account code line 00 00 00 ACCOUNT CODE XXXXXXXXXXXX Figure 65 is an example of the line indicating when a password is entered The password ID is a maximum of two digits 00 99 The report indicates the password override ID and not the password itself Refer to Sample password on page 60 Figure 65 Sample password 00 00 00 RESTRICTION PASSWORD XX Figure 66 shows an example of the line indicating the last line of a call report 1f the call states are missed or if a call is missed altogether It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report Refer to Sample last line on page 60 Figure 66 Sample last line REPORTS LOST Figure 67 shows and example of the line identifying the physical line of an incoming call on a target line The line number is fixed at four digits with leading zeros Refer to Sample physical line on page 60 Figure 67 Sample physical line LINE XXXX Figure 68 shows
48. matching passwords When the user logs in to the remote PC using one of the authorized user accounts the user has the launch permission to the Business Communications Manager base unit The System Administrator can administer local users from Unified Manager by clicking the Management and UserManager keys and then the Configuration menu Note The domain passwords of the users in the launch permission list must be the same as the passwords in the corresponding Business Communications Manager base unit user accounts The System Administrator is responsible for ensuring the system configuration is secure Call Detail Recording System Administration Guide 72 Chapter 4 Install CDRClient Application P0911648 02 73 Glossary This Glossary provides terms used in the Business Communications Manager Call Detail Recording System Administration Guide Account feature code A three digit number that enables users to enter a Call Detail Recording account code from a two line display telephone Baud A variable unit of data transmission speed equal to one bit per second Business Communications Manager Call Detail Recording is an application on your Business Communications Manager system used to record call activity Business Communications Manager base unit The central hardware component in the Business Communications Manager system This unit has its own processor and memory and provides a physical point for con
49. must identify these special entities to interpret the reports correctly The following are the special entities e Auto Attendant Remote Pager When the Auto Attendant answers incoming calls the station set number reports as O zero When the Remote Pager answers incoming calls the station set number reports as 7 Advice of charges at end of call AOCE On ISDN ETSI lines only the cost of a call is available on an SL 1 record Cost appears in dollars or pulse units The maximum amount chargeable to an SL 1 account is 999999 or 99999 units Figure 21 shows an example of end of call with currency charges of 123 45 The amount is rounded down to the nearest dollar Refer to Sample end of call with charges rounded down on page 43 Figure 21 Sample end of call with charges rounded down N 003 00 DNO285 T181000 07 19 16 43 00 00 02 999 00000 000123 Figure 22 shows an example of end of call with currency charges of 123 50 The amount is rounded up to the nearest dollar Refer to Sample end of call with charges rounded up on page 43 Figure 22 Sample end of call with charges rounded up N 002 00 DNO285 T181000 07 19 17 21 00 00 03 888 00000 000124 Figure 23 shows an example of end of call with pulse charges of 456 units Refer to Sample end of call with pulse charges on page 44 Call Detail Recording System Administration Guide 44 Chapter 3 Call Detail Recording Reports Figu
50. nection 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 CLASS Custom Local Area Signalling Services is a collection of services from the local telephone company CLID When available from the local telephone company Calling Line Identification shows the calling number on the telephone display CMS Call Management Services is a collection of services from the local telephone company CMS is a part of CLASS Default A value that Call Detail Recording assumes unless another one is specified Call Detail Recording System Administration Guide 74 Glossary External Call Forward A Business Communications Manager telephone is configured to forward calls to destinations external to the system using outgoing lines Hospitality Record A type of record created by Call Detail Recording that provides the room occupancy status whether vacant basic mid or full ISDN Integrated Services Digital Network is a worldwide digital communications network Norstar report format An English language syntax organization of call reports Phy
51. nfiguring Call Detail Recording 27 Table 3 Sample Account Codes Account code Description 1552 Monique 53 Modern Ways Limited 100 Long distance Note Remember to provide your colleagues with the Call Detail Recording Feature Codes and the Account Code list Using Account Codes You can associate Account Codes with any incoming or outgoing calls To assign an Account Code from any Business Communications Manager telephone enter the Feature Code F9 followed by the account number You can enter an Account Code any time during a call However you cannot enter the Account Code when a call is on hold or when a configuration session is in progress The Report Options When you click on the Report options key in the Comprehensive window see Figure 1 the window shown in Figure 5 appears Refer to The Report Options window on page 27 Figure 5 The Report Options window Report Options Aigner Lira Dae Format MMDDAY Hasr Fimma LinecStanion kal CONES into Enable c9 Cornact Char Dismbn w Clip Fle Srheduie Tie sine Cim Fig Sms 100 Bo ra COR Disk Sasca Limit MB Goo Table 4 shows the parameters you can configure using the Report options window Refer to Report Options parameters on page 28 Call Detail Recording System Administration Guide 28 Chapter 2 Configuring Call Detail Recording Table 4 Report Options parameters Date Format MM DD Y
52. on indicated in the second field Printable line descriptions Figure 51 shows an example of a header line indicating the start of a call report or the continuation of a call report after a transfer This report can have three four or five fields The date and time reflect the date and time the call started For incoming calls this is when the call is answered For outgoing calls it is the time the line is seized The LINE field is fixed at four digits The STN directory number DN ranges from two to seven digits in length For Outgoing tandem calls both the fourth and the fifth field are LINE Refer to Sample start header line on page 57 Figure 51 Sample start header line AS MM DD YY HH MM SS LINE XXXX STN XXXXXX Figure 52 shows an example of the line following the header line when Call Detail Recording or the Business Communications Manager server re starts Refer to Sample restart line on page 58 Call Detail Recording System Administration Guide t s 58 Chapter 3 Call Detail Recording Reports Figure 52 Sample restart line RECORD RESTART Figure 53 shows an example of the line following the header line with all five fields or after the CLID Information The time in the header line shows when the call is answered This time minus the ringing duration the third field shows when the call starts ringing Refer to Sample call ringing line on page 58 Figure 53 Sample call
53. one activities Before Account Codes can be entered by users a Feature Code must be established This Feature Code is any number between 900 and 999 and ranges from one to 12 digits long The Feature Code default is the first available Feature Code from the Business Communications Manager server usually 900 When Call Detail Recording is connected to the unit a default Feature Code is requested from the Business Communications Manager server View or modify the Feature Code from the Call Detail Recording Report Parameters window To assign or change the Feature Code 1 Click the Report Parameters key The Report Parameters window opens 2 In the Feature Code list box enter any number between 00 and 99 The first digit 9 is provided The appropriate Account Code is now available to all users making billable calls Account Code list Account Codes create a reference for tracking telephone calls For example a user contacting a billable client enters an assigned code each time a call is placed to that client Account codes consist of a Feature Code F9 and an account number The account number can have a maximum of 12 digits but cannot contain symbols such as or Table 3 gives an example of an Account Code list Refer to Sample Account Codes on page 26 Table 3 Sample Account Codes Account code Description 11127 Pat 37 Field Support 239 Liza 45 Roger P0911648 02 Chapter 2 Co
54. ort format When selected this report provides Standard CLID Information and Real Time records Figure 34 shows an example of a call record when All is selected The RINGING records shows the call received time with CLID Information not the start alert time The call is answered 15 seconds after the ringing began It is transferred 25 seconds after it is answered and is released two minutes after it was transferred Refer to Sample call with Standard CLID and Real Time information on page 49 P0911648 02 Chapter 3 Call Detail Recording Re p 049r t s Figure 34 Sample call with Standard CLID and Real Time information 030298 154920 0022 4037692000 UNKNOWN DG 030298 154920 0022 4037692000 8002349876 D D 030298 154935 0022 7101 4037692000 UNKNOWN DA 030298 155000 0022 7169 4037692000 UNKNOWN DT 030298 155200 0022 7169 4037692000 UNKNOWN DR 22 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 ma 03 02 98 15 50 00 LINE 0022 STN 7169 00 00 00 FROM TRANSFER 00 00 00 UNHOLD 00 02 00 CALL RELEASED Special station set numbers Call Detail Recording reserves two special station set numbers to represent special entities in the Business Communications Manager server that can answer calls You must identify these special entities to interpret the r
55. ows programs that are running Disable any anti virus programs that are running On the task bar click the Start button point to Find and then click Computer The Find Computer dialog box appears In the Named list box type the name of the Business Communications Manager base unit or select the Business Communications Manager base unit from the list If you do not know the name ask your System Administrator Click the Find Now button The Business Communications Manager base unit icon appears in the list below Double click the Business Communications Manager base unit icon The Business Communications Manager base unit window opens Double click the NortelDT folder Double click the Call Detail Recording folder Double click the EEClient exe file 10 Follow the instructions on the display to complete the installation 11 When completed CDRClient appears under the Start menu Call Detail Recording display CDR Client allows you to monitor records remotely as calls occur To access CDRClient 1 2 Click the Start button point to Programs Point to and click CDRClient The CDRClient window appears The CDRClient window Using CDRClient you can view and print records Figure 80 shows an example of the CDRClient window Refer to CDRClient window on page 66 Call Detail Recording System Administration Guide 66 Chapter 4 Install CDRClient Application Figure 80 CDRClient window Most ir cr rd Drap
56. r customer service representative for more information You can use information collected by Call Detail Recording to allocate telephone costs to departments or individuals charge back telephone costs to billable clients through Account codes determine whether the telephone system is being used efficiently guard against abuse of the telephone system provide immediate call information to database applications through Real Time call records track changes in room occupancy status Call Detail Recording System Administration Guide 18 Chapter1 Introduction Your role as System Administrator As System Administrator you perform the initial and ongoing administration tasks Your tasks include administering Call Detail Recording e determining Account codes used as references for tracking telephone calls e interpreting reports A Warning SECURITY ALERT Call Detail Recording provides information such as the date and time of the call digits dialed incoming call information and call time elapsed This includes sensitive and personal information such as telephone banking numbers credit card numbers and personal identification numbers Digits dialed are not maintained as confidential As System Administrator it is solely your responsibility to advise the system users that their telephone dialing information can be monitored and recorded Further LAN based access to call records passive or real time demands a great
57. re 23 Sample end of call with pulse charges N 012 00 DNO285 T181000 07 19 17 31 00 00 02 99 00456 000000 Figure 24 shows an example of end of call with zero charges Refer to Sample end of call with no charge on page 44 Figure 24 Sample end of call with no charge N 013 00 DNO285 T181000 07 19 17 33 00 00 04 45678 00000 000000 Figure 25 shows an example of end of call with charges not available Refer to Sample end of call with charges not available on page 44 Figure 25 Sample end of call with charges not available N 001 00 DNO285 T181000 07 19 17 43 00 00 02 888 Norstar reports Use Norstar reports when the you assign the Business Communications Manager Call Detail Recording output to a printer or Call Accounting package designed to use the Norstar report This section describes the Norstar report and explains how to interpret the reports Norstar report types The Call Detail Recording supports four different Norstar report types Standard report e CLID report e Real Time report e All report Norstar Standard reports Norstar Standard reports always start with a header line indicating the date MM DD Y Y time HH MM SS LINE field and STN field The reports have at least one event line showing an event and time stamp Figure 26 sows an example of an Outgoing call in Standard format Refer to Sample outgoing call on page 45 P0911648 02 Chapter 3 Call Detail R
58. re 47 Sample external call with external call forward gt 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 9551212 00 02 47 CALL RELEASED Figure 48 shows an example of an internal call being externally forwarded to line 0002 Extension 222 originated the call Extension 221 is responsible for the external call forward event Refer to Sample internal call with external call forward on page 55 P0911648 02 Chapter 3 Call Detail Recording Re p o55r t s Figure 48 Sample internal call with external call forward rte 12 31 99 11 59 59 STN 222 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Norstar report field definitions Figure 49 shows all of the lines available for printing by Call Detail Recording in the Norstar report Refer to Standard and CLID report formats on page 56 Call Detail Recording System Administration Guide 56 Chapter 3 Call Detail Recording Reports Figure 49 Standard and CLID report formats 0 HE 2 3 4 5 6 7 1234567890123456789012345678901234567890123456789012345678901234567890 a MM DD YY HH MM SS LINE XXXX STN XXXXXXX MM DD YY HH MM SS LINE XXXX LINE XXXX MM DD YY HH MM SS LINE XXXX pcc MM DD DY HH MM SS RECOR
59. rected pickup and call tracking This guide is aimed at the day to day operators of the Business Communications Manager telephone system Before you begin Text Plan the programming changes you want to make before you begin Record the changes so that you have the information at hand For example before you program system speed dial numbers create a record so that you have all the numbers and codes available Programming applies to both North America and International telephones in your Business Communications Manager system Emergency 911 Dialing Emergency 911 Dialing is the capability to access a public emergency response system State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary Ask your local telecommunications service provider about compliance with applicable laws and regulations Emergency 911 Dialing may not apply to International systems conventions This guide uses the following text conventions Bold Is used to highlight a programming level within the Unified Manager menu Example ALL report type Call Detail Recording System Administration Guide 14 Preface italic text Forward slash Acronyms Indicates new terms and book titles Example Business Communications Manager Installation and Maintenance Guide Separates names where two actions are assigned to one button Example MM DD YY This guide uses the following acronyms
60. rom the Tools menu choose Web Download From the Call Detail Recording section click the log file Pb O N Save the log file to the designated directory P0911648 02 39 Chapter 3 Call Detail Recording Reports SL 1 reports Use the SL 1 report when the you are supplying the output to legacy commercial accounting package or equipment SL 1 reports are in the form of one or two lines in ASCII characters This section describes the SL 1 reports and explains how to interpret them Report logs Report logs reside in the Business Communications Manager Call Detail Recording LOG directory Use logs for call accounting processing and call activity review To download report logs From the Unified Manager login window enter the user ID and password From the Tools menu select Web Download From the Call Detail Recording section click the log file bb O N a Save the log file to the designated directory SL 1 report types The Call Detail Recording supports two different SL 1 report types SL 1 Standard report e SL 1 CLID report The SL 1 CLID format is similar to the SL 1 Standard format with the addition of CLID information For lines that do not support CLID or when the Business Communications Manager server does not deliver CLID information calls report in an SL 1 Standard report format SL 1 report field definitions Table 7 and Table 8 show summaries of field definitions for SL 1 reports line
61. s e Report Parameters e Report Options e Market Parameters e Prefix Bin Settings e Access Bin Settings When you click on a key the window for that item appears The Report Parameters When you select the Report Parameters key from the Comprehensive window the Report Parameters window shown in Figure 4 appears Refer to The Report Parameters window on page 22 Figure 4 The Report Parameters window Report Parameters Report Parameters Format Norstar Report Type A Language English Report Filter An Feature Code F9 Mo Table 2 shows the parameters you can configure using the Report Parameters window Refer to Report Parameters on page 22 Table 2 Report Parameters Format Report Type SL 1 SL 1 Standard Norstar SL 1 CLID Norstar Standard Norstar CLID English Norstar Real Time French Norstar All P0911648 02 Chapter 2 Configuring Call Detail Recording 23 Table 2 Report Parameters Format Report Type Danish Swedish Report Filter Dutch All Spanish Outgoing German Prefix Italian Norwegian Feature Code Account Code F900 999 Report formats and types Call Detail Recording generates both Norstar and SL 1 report types SL 1 offers two report formats Standard and CLID Norstar offers four report formats Standard CLID Real Time and All Note The Report format default i
62. s Manager server Call Detail Recording provides PRI Call by call service information as part of the CLID call records in Norstar CLID format The record provides both the service type and service ID for incoming and outgoing calls Figure 43 shows an example of an incoming call using the TIE service with service ID O and the corresponding outgoing call using the PUBLIC service Refer to Sample PRI on page 52 Figure 43 Sample PRI PP 01 01 98 01 38 00 LINE 0001 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 01 01 98 01 38 00 LINE 0023 BC SPEECH PRI SERVICE PUBLIC 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 00 01 35 CALL RELEASED STN STN 221 223 service information Note Business Communications Manager only supports PRI with the necessary hardware installation and the PRI trunks configuration to deliver PRI call by call Voice over IP calls Calls both incoming and outgoing that use the Voice over IP VoIP protocol appear in the CLID report Figure 44 shows an example of an incoming call using Voice over IP Refer to Sample incoming call with VoIP on page 52 Figure 44 Sample incoming call with VolP 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 P091164
63. s SL 1 The Report type default is Standard mp SL 1 reports Use the SL 1 report format when you are supplying the Call Detail Recording output to legacy commercial call accounting packages or equipment This report format supports recording Standard report type as well as the Calling Line Identification CLID report type The SL 1 CLID report prints the CLID information only if the information is delivered Otherwise it records the call in SL 1 Standard report type The SL 1 report format does not support the recording of Bearer Capability and DDI Busy reports Note For more information about SL 1 reports refer to SL 1 reports on page 39 Assign the SL 1 report type From the Report Parameters window you can assign the SL 1 report type as Standard or CLID Call Detail Recording System Administration Guide 24 Chapter 2 Configuring Call Detail Recording To assign or change Report Parameters 1 Click the Report Parameters key The Report Parameters window opens In the Format list box select SL 1 In the Report Type list box select Standard or CLID Note Call Detail Recording reports only the CLID Information for lines that are capable of delivering CLID Calls on non CLID capable lines are reported in SL 1 Standard report format Norstar reports Use the Norstar report format for more detailed and concise call reports gt Note For more information about Norstar reports refer to
64. s xssuueuxxaa kk ROC RR A AA 49 Standard Hospitality record format 1423s erar WRX a AA 49 Target line Physical PIG a dados qe dE oid LA AK DAAN arae CM dco LA 50 P0911648 02 Contents 5 Eus SRO aiia t a A R ore 0999009904 50 Direct inward Dial DID DUSY docto dO RR EORR Rd 51 Target Ina DUSV sc mawa KGG rosana ARA AR NAGA bi Dearor capably CA iaa A A RA AT 51 PRI Cal by call Service cuisses kg casas ccna sr raro 52 Voce ove IF galls 2 nad CE 3 dedero CREE Raro doner A 52 Dialed number identification service 53 Call connected digit separator suana aaea 53 External Call dr AENA A AAA 54 Norstar report field definitions llle 55 Norstar Standard and CLID report description 57 Printable line descriptions eee 57 Norstar Real Time record description a naaawa dr o Re areas 61 Real Time Hospitality record format nooo 62 Advice of charges at end of call occur nac a a 63 Chapter 4 Install CDRClient Application eese 65 Gall Detail Recording dieplay lt eus cc ad ou kh m RR a Cee eS 65 Tho CDR CHEE Window arar OAS AAA AAA 65 Call Detail Recording Record Security 00 c cece eee 67 COR Group User AaminigtanOn s uuu eme nen Rex bep RE Gees Een 67 CDR NG Managemen o d por dde A 68 rene a Dssr MNOS uua AR 68 a user privileges 5 265445865 Xo 3EARRG XA RR Bad ed XR EAR ERO 68 Delete a User NAME corri rr di Cap dol
65. sical line The physical connection between the Business Communications Manager system and the outside world SL 1 report format The organization of information that Call Detail Recording data must be translated into before the 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 P0911648 02 75 Index Numbers 911 13 A Access Bin Settings and Suppress Length Settings accessing 34 Account Bin Settings 34 acronyms 14 Auto Attendant See Special station set numbers 43 49 Business Communications Manager Call Detail Recording about 17 Business Communications Manager Unified Manager 19 Management 19 Resources 19 Services 19 22 System 19 Busy Norstar Direct Inward Dial 51 Norstar Reports 50 Norstar Target lin e51 C Call connected 53 Callinformation 45 Comprehensive accesing 20 Connect Characters 29 conventions text 13 D Date Format 28 Descriptions 57 Norstar Reports 57 Real Time record 61 Dialed number 53 information 29 Digit separator 53 Direct Inward Dial 51 E Emergency 91 113 External call forward 61 F Feature Codes 26 creating list
66. t separator 01 01 99 01 38 00 LINE 0023 SIN 223 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 0132 00 01 35 CALL RELEASED connect a call and extra digits dialed before the call is connected Not all units support the delivery of call connected signals so this feature is not be available for all Business Communications Manager servers Note Call Detail Recording cannot differentiate between digits required to c Call Detail Recording System Administration Guide 54 Chapter 3 Call Detail Recording Reports External call forward External call forward occurs when an extension is configured to externally forward calls in three different situations e Call Forward All Calls CFAC e Call Forward Busy CFB e Call Forward No Answer CFNA When an incoming call is unanswered and externally forwarded Call Detail Recording reports the call as outgoing The reports provides the e incoming line or extension e outgoing line e extension responsible for the external call forward e reason for the external call forward digits dialled Note For more information refer to the Installation and Maintenance Guide that came with your system Figure 47 shows an example of an Incoming Call on line 0001 being externally forwarded to line 0002 Extension 221 is responsible for the external call forward event Refer to Sample external call with external call forward on page 54 Figu
67. tail Recording generates the SL 1 report options using letter codes as shown in Table 9 Refer to Report options and letter codes on page 40 Table 9 Report options and letter codes Letter code Report option l Initialization report N Normal report P0911648 02 Chapter 3 Call Detail Recording Re p o41r t s Table 9 Report options and letter codes Letter code Report option s Start report E End report A Authorization report C Charge report M Conference Charge report The I Initialization report option contains only the report type and time stamp The S Start option E End option M Conference charge option and C Charge option reports do not contain the duration field The E End option report does not contain any dialed digits Note The I report does not contain Call Information number all other report types contain the Call Information number if delivered SL 1 Standard reports Figure 13 shows an example of an outgoing call on line 52 from station set 7425 Refer to Sample outgoing call on page 41 Figure 13 Sample outgoing call N 027 00 DN7425 T052000 04 04 14 03 00 01 32 5551212 Figure 14 shows an example of an incoming call on line 47 to station set 2221 Refer to Sample incoming call on page 41 Figure 14 Sample incoming call N 028 00 T047000 DN2221 04 04 14 22 00 12 04 Figure 15 shows an
68. th Settings window on page 34 Figure 8 The Access Bin Settings and Suppress Length Settings window Access Bin and Suppress Length Settings Access Bin and Suppress Length Settings Access 1 AA Format 0 99999 Access 2 Access 3 7 Access 4 Foo Access 5 v Suppress 1 1 1 Suppress 2 7 Suppress 3 nl Suppress 4 PE Suppress 5 EE Use the Access Bin Settings window to configure parameters for Access Bin Settings 1 to 5 and Suppress Length Settings 1 to 5 Access Bin Settings Access Bin Settings codes are used to access certain long distance carriers Personal Identification Numbers PIN can be associated with these codes The long distance user dials the code of the carrier up to five digits followed by the PIN 0 to 16 digits followed by the telephone number to make long distance calls Access Bin Settings provide security to the long distance user by suppressing the printing of the PIN in the output reports P0911648 02 Chapter 2 Configuring Call Detail Recording 35 Suppress Length Settings You can have a maximum of five codes assigned at any one time Each code is a maximum of five digits and can be associated with a suppression number equal to the length of the PIN The first digits dialed are compared to the Access Bin Settings If there is a match the next digits are suppressed The number of digits suppressed equals the value in the suppress field for that code Only the Access
69. the Report Options parameters are market specific If the parameter value does not match the trunk property Call Detail Recording can produce incorrect reports Changing the Market Parameters can affect some Access Bin Settings or Suppress Length Settings parameters If you are using a Call Accounting package to process reports consult your software vendor before you make any changes CLID with Name Call Detail Recording reports the CLID name of each call You can enabled or disabled this parameter at any time The CLID with Name default setting is Enabled This parameter applies to the Norstar Record Format only Not all trunks support Name CLID Call Detail Recording System Administration Guide 32 Chapter 2 Configuring Call Detail Recording Long CLID Support Call Detail Recording supports long CLID digit reporting The Long CLID Support default setting is Disabled This parameter is market specific Do not change the default unless the trunk supports this feature CLID with Call Type Call Detail Recording supports long distance or unknown call types The CLID with Call Type default setting is Enabled This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Support Call Charge Call Detail Recording supports charges on calls The Support Call Charge default setting is Disabled This parameter is market specific Do not change the default unless the tr
70. to five digits The CLID Information field shows the calling number The number is a maximum of 12 characters 11 digits maximum and the and x character There is always information in this field If no number is available either UNKNOWN or PRIVATE appears in this field As the Real Time Hospitality record does not use this field it appears blank Call Detail Recording System Administration Guide t S 62 Chapter 3 Call Detail Recording Reports The CLID name or DNIS information field shows the name The name is a maximum of 15 characters If no name is available UNKNOWN appears in this field DNIS information in D records replace this field The DNIS is a maximum of 10 digits In the Real Time Hospitality record this field shows the room occupancy status indicator The CLID call type field shows either long distance D or unknown U status The call state field of the Real Time record always contains a call state indicator and is followed immediately by a carriage return and two line feeds Real Time Hospitality record format The Real Time Hospitality record represents four states of room occupancy vacant e basic mid full Room number lengths range from one to five digits Figure 71 shows an example of a Real Time Hospitality record with room 12345 status set to vacant Refer to Sample room status vacant on page 62 Figure 71 Sample room status vacant 012398 234900 12345 HV
71. ty Sheet window appears Modify the access privileges Click Save The user s privileges are now changed Delete a user name To delete a domain user name from the list Bb WO N a From the Business Communications Manager key click the Management key Click the UserManager key Click on the domain and user name From the Configuration menu choose Delete Domain User The user s name is now deleted from the list CDR User Management additional information Call Detail Recording Domain User Management in the previous section uses a domain server network as an example for the launch permission administration In addition the Business Communications Manager base unit must be registered as a member server of the domain P0911648 02 Chapter 4 Install CDRClient Application 71 The configuration differs for a peer to peer network In this case the Business Communications Manager base unit is not registered as a member server in the network This appears in the CDR Group User Administration in the previous section The group user accounts must exist in the Business Communications Manager base unit before the CDR server launches permission administration The Business Communications Manager base unit takes responsibility to verify if the users have the right launch permission If the remote PC is a Windows NT workstation ensure the user accounts in the launch permission list exist on both the server and the client PC with
72. unk supports this feature Answer Supervision Call Detail Recording identifies the telephone number answering outgoing calls The Answer Supervision default setting is Disabled This parameter is market specific Do not change the default unless the trunk supports this feature Call Filter Duration Call Detail Recording reports the length of all outgoing call connections The Call Filter Duration default setting is 2 seconds The duration range is zero to 30 seconds Hospitality Record Call Detail Recording represents four states of room occupancy vacant basic mid and full Room number lengths range from one to five digits Assign or Change Market Parameters To assign or change the Market Parameters 1 Click the Market Parameters key The Market Parameters window opens From the CLID With Name list box select Enable or Disable From the Long CLID Support list box select Enable or Disable From the CLID With Call Type list box select Enable or Disable From the Support Call Charge list box select Enable or Disable From the Answer Supervision list box select Enable or Disable N O OF BO Ww In the Call Filter Duration box enter a number between O and 30 P0911648 02 Chapter 2 Configuring Call Detail Recording 33 8 Inthe Hospitality Record box select Enable or Disable The Prefix Bin Settings Click on the Prefix Bin Settings key in the Comprehensive window see Figure 1 to open the window as shown in
73. x Bin Seung csi or 33 Proli MeF ma cet rt RA T 33 The Access Bin Settings eee 34 Access BIN QING sede rd ANA 34 Suppress Length Settings lt xcicimccrirara ie deposed dete ieee dene 95 Saving configuration changes cece eee eee 25 The Configuration MEDI 7 na KG Da KG PEWAK KALA E RAXE GREG YARE KAKA AR EARS 36 Gonfiguration COMM ceased CR haaha dra 36 ESMAS MAS ica aa or dad a AA Sec alata 37 Configuration Clip Fil 2am a baka GRE bras Ex ER Ren GRAE KEAN 38 Chapter 3 Call Detail Recording Reports ee eee eee eee 39 DLE A eu ah A se de Ny bue ws Inde dm ea cob dodi a aua idees aad 39 A TET 39 nid AA AA 39 SL 1 report field definitions iilius siuake nu uh rmm cR s Rm RR ae 39 BL 1 report OPUONG cc drenar Remo x RS Rhe AA A pe vae 40 SL 1 Standard SDOI IS cass chro KALAKAL PA Ree ERE Ra e CERE REGE C RA 41 ed DL epee gana ws deus GANAN IPADALA HAN mE e GANANG 42 SL 1 Target line Physical lines 2 02 ce 0 e er 42 Special station set numbers 0 0 teens 43 Advice of charges at end of call AOCE 0 43 Norcia OPONT erica da AAA kd deny soho hale deh AR 44 Norstar repon aga ded d E ai Ui ated s deed aed deo gd 44 Norstar Standard reporte sisiocurcrtaniess ERA RERO A EE 44 Norstar CUD pate ii 45 Norstar report field definitions sse km hk Rr 55685050 Rh hc hcm R8 45 Norstar Real Time report format aaa BARA mx ms 47 Narra gr o isa ad e La ee a ees 48 Special station set number

Avaya BCM 2.5 Call Detail Recording System Administrator's Guide

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