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Avaya BCM 2.0 Call Detail Recording System User's Manual

1. Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Components of the Access Bin Settings and Suppress Length Settings window 35 Components of the Access Bin Settings and Suppress Length Settings window Access Bin Settings and Suppress Length 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 You can have up to five codes assigned at any one time Each code is a maximum of five digits and can be associated with a suppression number equal to the length of the PIN The first digits dialed are compared to the Access Bin Settings If there is a match the next digits are suppressed The number of digits suppressed equals the value in the suppress field for that code Only the Access Bin Settings numbers and the remaining digits excluding the PIN are printed in the output report To enter or change the Access Bin Settings or Suppress Length Settings 1 Click the Access Bin Settings key The Access Bin Settings Suppress Length Settings window opens 2 Inthe Access 1 list box enter the access code 3 I
2. SIMI 12 12 97 12 00 01 LINE 0101 STN 7468 00 00 00 INCOMING CALL LINE 0038 00 28 33 CALL RELEASED Busy reports There are two Enterprise Edge Call Detail Recording busy reports Direct Inward Dial e Target Line Direct Inward Dial DID busy This happens when a digital line is set up as a DID line requiring receive digits to route the call through the Enterprise Edge server via a target line If all target line destinations are busy and the Enterprise Edge server is programmed to return busy instead of routing the call to the prime station set Enterprise Edge Call Detail Recording reports busy crease 03 02 99 15 09 32 LINE 0235 00 00 00 BUSY LINE 0035 Target line busy This happens when a target line is involved with a call and a second incoming call tries to use the same line Enterprise Edge Call Detail Recording reports busy but does not include the target line information SS 03 02 99 14 36 02 LINE 0035 00 00 00 BUSY Enterprise Edge Call Detail Recording reports busy only if the Enterprise Edge server is programmed to provide busy treatment P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 48 Norstar reports Bearer capability data When you set Enterprise Edge Call Detail Recording to report in Norstar CLID format Enterprise Edge Call Detail Recording supports the reporting of Bearer capability associated with the call as p
3. 7465 12345678901 UNKNOWN RINGING 0 32 An example of a call report with only partial CLID number appears below 00 00 00 00 00 39 00 01 12 00 02 47 04 04 99 CALLING NUMBER NAME UNKNOWN BC SPEECH INCOMING CALL HOLD UNHOLD CALL RELEASED 11 12 01 LINE 0013 SIN 7465 1234567890x UNKNOWN RINGING 0 32 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 44 Norstar reports 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 Records are generated only for the following five call states and four Hospitality record types Ringing is represented by the letter G e Dialed Number Identification Service DNIS is represented by the letter D Answered is represented by the letter A No Answer is represented by the letter N e Transfer is represented by the letter T Released is represented by the letter R e Hospitality vacant is represented by the letters H V e Hospitality basic is represented by the letters H B e Hospitality mid is represented by the letters H M e Hospitality full is represented by the letters H F The RINGING call state is unique to Real Time records because it indicates a ringing line as
4. Administration Guide P0911648 Issue 02 Norstar reports 49 Voice Over IP Calls Calls both incoming and outgoing that use the Voice Over IP protocol are included in the CLID report An example of an incoming call using Voice Over IP appears below storre 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH VOIP CALL 00 00 00 NO ANSWER RINGING 0 02 Dialed number identification service Certain trunk types support the delivery of Dialed Number Identification Service DNIS Enterprise Edge Call Detail Recording supports the reporting of DNIS as part of the CLID call reports when the information is delivered DNIS reporting is supported in both Norstar CLID format and Norstar Real Time format An example of an incoming call with DNIS information appears below TORGE 01 01 99 01 38 00 LINE 0001 STN 221 CALLING NUMBER 6135551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 9772210 BC SPEECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00201235 CALL RELEASED Note This is supported only if the necessary Enterprise Edge hardware is installed and the trunks supporting DNIS are configured properly to deliver DNIS information P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 50 Norstar reports Call connected digit separator Normally Enterprise Edge Call Detail Recording reports all the digits the user dials to connect
5. An GJ Enterprise Edge System Resources 9 Services DHCP DNS Routing SNMP 205 VoIP Gateway amp Gav Web Cache Net Link Mor Report Params Report Options Market Params Prefix Bins 2 AC TAPI Servi Q Voice Service Alarm Service Voice Mail Management 9 Call Detail Recording s Bin Settings Provider Group Edit Confiqurati 1 On the navigation tree click the Enterprise Edge key and then click the Services key P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 10 Enterprise Edge Unified Manager 2 Click the Call Detail Recording key The Summary window appears The Summary window Summary Name CDR Status Version 1 00 Description Enterprise E dge Call Detail Recording The Summary window shows the following four parameters Summary Name Status Version Description The Enterprise Edge Call Detail Recording keys From the Services folder click the Call Detail Recording key Call Detail Recording shows the following five keys Report Parameters Report Options Market Parameters Prefix Bin Settings Access Bin Settings When you click on a key the window for that item appears Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Enterprise Edge Unified Ma
6. HHMMSS There are no separators between hour minute and second The third field is the line which is associated with the call being tracked The line is fixed at four digits and can have leading zeros For example 0019 is line 19 Because the Real Time Hospitality record does not use the third field it does not contain any characters and appears blank The fourth field is the station set number of the station set associated with the call Station Set numbers can be from two to seven digits long 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 the fourth field shows the room number Room numbers are one to five digits long The fifth field is the CLID Information field indicating the calling number The number can be 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 Because the Real Time Hospitality record does not use the fifth field it does not contain any characters and appears blank The sixth field is the CLID name or DNIS information The name can have a maximum of 15 characters If no name is available UNKNOWN appears in this field This field is replaced by the DNIS information in D records The DNIS can have a maximum of 10 digits In the Real Time Hospitality record the sixth field shows the r
7. SSS eS MM DD DY HH MM SS RECORD RESTART 00 00 00 INCOMING CALL RINGING 0 00 00 00 00 OUTGOING CALL 00 00 00 NO ANSWER RINGING 0 00 00 00 00 FROM TRANSFER 00 00 00 INVALID PASSWORD 00 00 00 HOLD 00 00 00 UNHOLD 00 00 00 ACCOUNT CODE 123 00 00 00 BUSY DIGITS DIALED 9369552 00 00 00 CONFERENCE STN2 7425 00 00 00 CONFERENCE LINE2 0052 00 00 00 CONFERENCE END 00 00 00 RESTRICTION PASSWORD 99 00 00 00 CALL 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 CFNA VOIP CALL Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 53 Real Time record format 0 1 2 3 4 5 6 7 1234567890123456789012345678901234567890123456789012345678901234567890 MMDDYY HHMMSS LINE STATION CLID NUMBER NAME DNIS TYPE EVENT 030193 154615 0019 6137635122 Alan S
8. The CLID information if available is presented 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 Some examples of SL 1 CLID format reports are shown below An incoming call on line 38 is answered by station set 2221 with CLID enabled and the CLID number available is 4032919000 N 034 00 T038000 DN2221 04 04 15 32 00 10 24 4032919000xxxxxx P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 40 SL 1 reports An incoming call on line 37 is answered by station set 2211 with Call Information enabled and the CLID number is not available N 035 00 T037000 DN2211 04 04 14 22 00 12 04 Note The report is the same as the SL 1 Standard report An incoming call on line 38 is answered by station set 7447 and transferred to station set 2223 Call Information is enabled and the Call Information number available is 4032919001 as shown below S 029 00 T038000 DN7447 04 04 15 02 4032919001xxxxxx E 030 00 T038000 DN2223 04 04 15 07 4032919001xxxxxx SL 1 Target line Physical lines When target lines are used on digital trunks reports show both the target line number and the physical line number An example of an incoming call on target line 103 appears below The physical line is 37 and is tr
9. The Connect Char parameter provides two choices enabled or disabled The Connect Char default is disabled To enable or disable the Connect Char options 1 Click the Report Options key The Report Options window opens 2 In the Connect Char list box select Enable or Disable Note Some of the Report Options parameters are market specific If the parameter value doesn t match the trunk property Enterprise Edge 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 Enterprise Edge 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 Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Components of the Report O ptions window 29 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 30 Components of the Report O ptions window Enterpris
10. account code is entered Account codes can be a maximum of 12 digits 00 00 00 ACCOUNT CODE XXXXXXXXXXXX The line below prints 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 00 00 00 RESTRICTION PASSWORD XX The line below prints as the last line of a call report if the call states are missed or if a call is missed altogether It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report REPORTS LOST The line below prints identifying the physical line of an incoming call on a target line The line number is fixed at four digits with leading zeros LINE XXXX P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 56 Norstar reports The lines below print 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 Enterprise Edge 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 a
11. line below is the 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 can be from two to seven digits in length For Outgoing tandem calls both the fourth and the fifth field are LINE SAAS MM DD YY HH MM SS LINE XXXX STN XXXXXX The line below prints after the header line when Enterprise Edge Call Detail Recording or the Enterprise Edge server re starts RECORD RESTART The line below prints after 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 is when the call starts ringing 00 00 00 INCOMING CALL RINGING 0 04 The line below prints after the header line with all five fields The time in the header line field indicates when the call is initiated 00 00 00 OUTGOING CALL The line below prints after the header line when an incoming call is unanswered 00 00 00 NO ANSWER RINGING 0 22 The line below prints when an incoming call receives busy treatment 00 00 00 BUSY The lines below print wh
12. soon as Enterprise Edge Call Detail Recording received the CLID Information The Dialed Number Identification Service DNIS record is reported only if the line delivers the DNIS information If present it follows right after the RINGING record An example of a call ringing with DNIS answered and released appears below 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 An example of a transferred call appears below 041197 094105 0003 2919000 Alan Smith UG 041197 094105 0003 2919000 7305432 U D 041197 094111 0003 7344 2919000 Alan Smith UA 041197 094156 0003 7440 2919000 Alan Smith U T 041197 094414 0003 7440 2919000 Alan Smith UR Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 45 Real time records are printed when the events occur The record information can be used to drive external PC database applications One such application is to locate customer information stored in the database by extracting the CLID information from the Real time records Norstar All report format When this option is selected Standard CLID Information and Real Time records are provided An example of a call record when All is selected appears below The RINGING records show the time when the call is received with CLI
13. the Prefix Report filter you must also specify the prefix digits The purpose of the Prefix option is to report only 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 Note The Prefix filter defaults are 0 1 90 91 411 and 9411 The maximum number of digits allowed is eight Invalid Password attempts are reported regardless of the Report Filter selected P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 24 Components of the Report Parameters window Account Code Enterprise Edge Call Detail Recording reports only calls with account codes associated with them To assign or change a Report Filter 1 Click the Report Parameters key The Report Parameters window opens 2 Inthe Report Filter option select All Outgoing Prefix or Account Code 3 Click the OK button Account Code Feature Code Account Codes allow you to cross reference telephone calls from your company to different clients or for telephone activities Before Account Codes can be entered by users a Feature Code must be established This Feature Code is any number between 900 and 999 and ranges from one to 12 digits long The Featur
14. the access privileges Click Save The user s privileges are now changed Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Enterprise Call Record Security 65 To delete a user name from the list 1 From the Enterprise Edge key click the Management key 2 Click the UserManager key 3 Click on the user name 4 From the Configuration menu choose Delete User The user s name is now deleted from the list P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 66 Call Record Security Peer to peer networks The above sample uses a domain server network as an example for the launch permission administration In addition the Enterprise Edge server must be registered as a member server of the domain For a peer to peer network the configuration is slightly different In this case the Enterprise Edge server is not registered as a member server in the network Since there is no domain server to authenticate the user id and password the domain name in the domain user pair is not required No domain server to authenticate the users implies the group user accounts must be created in the Enterprise Edge server before the CDRServer launch permission administration The Enterprise Edge server has to take on the 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 per
15. the call The digits can include digits responding to prompts from the Automated Attendants extension transfer or voice mail service To facilitate the identification of digits dialed to connect the call and digits dialed after the call is connected an option is available to insert an between them An example of an outgoing call with call connected digit separator appears below SSSSSSS5 01 01 99 01 38 00 LINE 0023 STN 223 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 0132 OOs0Ts35 CALL RELEASED Note Enterprise Edge Call Detail Recording cannot differentiate between required digits to connect the call and extra digits dialed before the call is connected Not all Enterprise Edge servers support the delivery of call connected signal and this feature can not be available for some Enterprise Edge servers Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 51 External call forward This happens when an extension is configured to externally forward calls in three different situations Call Forward All Calls CFAC Call Forward Busy CFB and Call Forward No Answer CFNA When an incoming call is unanswered and externally forwarded Enterprise Edge Call Detail Recording reports the call as outgoing Enterprise Edge Call Detail Recording reports the incoming line or extension the outgoing line the extension responsible for the external call forward the rea
16. 31 Answer Supervision 32 Call Filter Duration 32 Hospitality Record 32 Assign or Change Market Parameters 32 Components of the Prefix Bin Settings window 33 Prefix filter 33 Components of the Access Bin Settings and Suppress Length Settings window 35 Access Bin Settings and Suppress Length Settings 35 SL 1 reports 37 Introduction 37 Report logs 37 SL 1 report types 37 SL 1 report field definitions 38 Line 1 38 Line 2 38 SL 1 report options 38 SL 1 Standard reports 39 SL 1 CLID reports 39 SL 1 Target line Physicallines 40 Special station set numbers 40 Norstar reports 41 Introduction 41 Norstar report types 41 Norstar Standard reports 41 Norstar Call Information reports 42 Call Information report field definitions 42 Norstar Real Time report format 44 Norstar All report format 45 Enterprise Edge 2 0 Call Detail Recording System A dministration Guide P0911648 Issue 02 Contents 5 Special station set numbers 46 Standard Hospitality record format 46 Target line Physical lines 46 Busy reports 47 Direct Inward Dial DID busy 47 Target line busy 47 Bearer capability data 48 PRI Call by call service 48 Voice Over IP Calls 49 Dialed number identification service 49 Call connected digit separator 50 External call forward 51 Norstar report field definitions 52 Standard and CLID report formats 52 Real Time record format 53 Norstar Standard and CLID report description 53 Printable line descriptions 54 Norstar Real Time re
17. BR or EE REGDAD HESSRET FETE ADS LIHE B STH 2221 Bt WEEGEE B an DUTENIAN CELI Maan HOLD bhad HALE DIGITE DEALER IHEMI bisan CALL MELEATER JEBE EIIMUISS LIHE HERI STH 1223 Bt thEECE ee GUrcalen CALI DIGITS DIALER eee whata GAL FELENSER FEE Tizama LIHE HET STH 2221 BE SPECE 20 UTDOIME CELL rm GML RELEASED To use CDRClient 1 Type the server name in the Server box to connect to the Enterprise Edge server 2 Click the Set Server button to apply the name 3 Click the Start button to view call activity records Note If you do not know the server name see your System Administrator When you do not enter a server name the connection automatically goes to the local server P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 62 Call Detail Recording Display The CDRClient maintains a limited number of records New records replace old records after the buffer is full 4 Click the Stop button to stop viewing call activity records To print records as you view them 1 Select the record you want to print or right click on the mouse to Select All 2 Click the COPY button or right click on the mouse to copy the record to the clipboard 3 Paste the record into a text application such as WordPad or Notepad 4 Print the record Note All records are maintained on the Enterprise Edge server Use Enterprise Edge Unified Manager to o
18. D Information not the time when it started alerting 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 030298 154920 0022 4032919000 UNKNOWN DG 030298 154920 0022 4032919000 8002349876 D D 030298 154935 0022 7101 4032919000 UNKNOWN DA 030298 155000 0022 7169 4032919000 UNKNOWN DT 030298 155200 0022 7169 4032919000 UNKNOWN DR PI 03 02 98 15 49 20 LINE 0022 STN 7101 CALLING NUMBER 4032919000 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 ra be 03 02 98 15 50 00 LINE 0022 STN 7169 00 00 00 FROM TRANSFER 00 00 00 UNHOLD 00 02 00 CALL RELEASED P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 46 Norstar reports Special station set numbers Two special station set numbers are reserved by Enterprise Edge Call Detail Recording to represent special entities in the Enterprise Edge server that can answer calls It is important to know these special entities to interpret the reports correctly The following are the known station set entities defined e Auto Attendant e Remote Pager When the Auto Attendant answers incoming calls the station set number reports as 0 zero When an incoming call is answered by Remote Pager the station set number reports as 7 Standard
19. Detail Recording System Administration Guide P0911648 Issue 02 Enterprise Edge Unified Manager 15 The Access Bin Settings and Suppress Length Settings window eg ume Use the Access Bin Settings window to configure parameters for Access Bin Settings 1 to 5 and Suppress Length Settings 1 to 5 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 16 Enterprise Edge Unified Manager The Commit window Under Enterprise Edge Unified Manager 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 is rebooted Make the changes required to all parameters When changes are complete select Commit to apply the changes Configuration Performance Commit Clip File Format Horstar Report Type All Language English Report Filter All ie To make and apply changes 1 From the Enterprise Edge key click the Services key 2 Click the Call Detail Recording key 3 Click Report Parameters The Report Parameters window opens 4 From the Configuration menu choose Commit Changes made to parameters are applied and a new header is generated in the Call Detail Recording log file Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Enterprise Edge Unified Manager 17 The Clip File window The current file log is not ac
20. Hospitality record format This Hospitality record represents four states of room occupancy vacant basic mid and full Room number lengths range from one to five digits An example of a Standard Hospitality record showing room 12345 status set to vacant appears below REST 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT An example of a Standard Hospitality record showing room 7324 status set to vacant appears below Ec 23 01 98 23 49 00 STN 7324 HOSPITALITY VACANT An example of a Standard Hospitality record showing room 732 status set to basic appears below Soe era 23 01 98 23 49 00 STN 732 HOSPITALITY BASIC An example of a Standard Hospitality record showing room 73 status set to mid appears below 23 01 98 23 49 00 STN 73 HOSPITALITY MID An example of a Standard Hospitality record showing room 7 status set to full appears below 23 01 98 23 49 00 STN 7 HOSPITALITY FULL Target line Physical lines When target lines are being used on digital trunks the Enterprise Edge Call Detail Recording reports show both the target line and the physical line number Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 47 An example of an Incoming call on a target line appears below The target line number is 101 and the physical line number is 38 The call is answered by station set 7468
21. NORTEL E NETWORKS Enterprise Edge 2 0 Call Detail Recording System Administration Guide 1 800 4 NORTEL www nortelnetworks com 2000 Nortel N etworks P0911648 Issue 02 Contents Contents 3 Introduction 7 About Enterprise Edge Call Detail Recording 7 Your Role as System Administrator 8 Enterprise Edge Unified Manager 9 The Comprehensive window 9 The Summary window 10 The Enterprise Edge Call Detail Recording keys 10 The Report Parameters window 11 The Report Options window 12 The Market Parameters window 13 The Prefix Bin Settings window 14 The Access Bin Settings and Suppress Length Settings window 15 The Commit window 16 The Clip File window 17 Configure Enterprise Edge Call Detail Recording 19 Enterprise Edge Call Detail Recording keys 19 Components of the Report Parameters window 21 Report formats and types 21 SL 1 reports 21 Norstar reports 22 Report Language 22 Report Filter 23 All 23 Outgoing Calls 23 Prefix 23 Account Code 24 Account Code Feature Code 24 Account Code list 25 Using Account Codes 25 Components of the Report Options window 27 Date Format 27 Header Format 27 DNIS Info 28 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 4 Contents Connect Char 28 Clip File Schedule 28 File size 29 Components of the Market Parameters window 31 Market Parameters 31 CLID with Name 31 Long CLID Support 31 CLID with Call Type 31 Support Call Charge
22. ansferred to another station set S 029 00 T037103 DN7499 04 04 15 02 E 030 00 TO37103 DN7370 04 04 15 07 Special station set numbers Two special station set numbers are reserved by Enterprise Edge Call Detail Recording to represent special entities in the Enterprise Edge server that can answer calls It is important to know these special entities to interpret the reports correctly The following are the known station set entities defined e Auto Attendant e Remote Pager When the Auto Attendant answers incoming calls the station set number reports as 0 zero When an incoming call is answered by Remote Pager the station set number reports as 7 Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 41 Norstar reports Introduction Use Norstar reports when the you assign the Enterprise Edge Call Detail Recording output to a printer or Call Accounting package designed to use the Norstar report This section describes the Norstar report It explains how to interpret the reports Norstar report types The Enterprise Edge Call Detail Recording supports four different Norstar report types e 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 YY time HH MM SS LINE field and STN field The reports have at least one event line showing a
23. art of the CLID report An example of an incoming call with Bearer capability data appears below M ee 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 0 02 Note This is supported only if the Enterprise Edge server supports Bearer capabilities PRI Call by call service When the ISDN Primary Rate Interface PRI trunks is installed in the Enterprise Edge server the Enterprise Edge Call Detail Recording supports the reporting of PRI Call by call service as part of the CLID call records in Norstar CLID format Both the service type and service ID for incoming and outgoing calls are reported in the records The following example illustrates an incoming call using the TIE service with service ID 0 and the corresponding outgoing call using the PUBLIC service nee 01 01 98 01 38 00 LINE 0001 STN 221 CALLING NUMBER 6135551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 9772210 BC SPEECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00 01 35 CALL RELEASED SLSSRSSE 01 01 98 01 38 00 LINE 0023 STN 223 BC SPEECH PRI SERVICE PUBLIC 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 OO POL S33 CALL RELEASED Note This is supported only if the necessary Enterprise Edge hardware is installed and the PRI trunks are configured properly to deliver PRI call by call service information Enterprise Edge 2 0 Call Detail Recording System
24. btain records and print files Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Call Record Security 63 Call Record Security Enterprise Edge Call Detail Recording Record Security The records from Enterprise Edge Call Detail Recording are sensitive in nature Communication among top executives and external companies telephone banking passwords long distant PIN codes etc are some of the examples that require protection from unauthorized access With the introduction of network real time access in Enterprise Edge Call Detail Recording the System Administrator must setup the system to protect against unauthorized access The default installation of Enterprise Edge 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 Enterprise Edge Call Detail Recording records To guard against unauthorized access to Enterprise Edge 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 Enterprise Edge Unified Manager The System Administrator can also modify user access privileges or delete e
25. call forward 56 F Feature Codes 24 creating list 25 using 25 Field definitions 52 CLID report 42 Format Date 27 Header 27 H Header Format 27 Hospitality record 7 8 Real Time 58 Standard 46 Identification service 49 K Keys 10 L Language Report 22 Long distance Prefix filter 23 33 M Market Parameters accessing 13 components of 31 N N orstar report 52 Norstar Target line 47 P Pager See Special station set numbers 40 46 Physical lines N orstar 46 SL1 40 Prefix Bin Settings accessing 14 components of 33 Primary Rate Interface 48 Printable line 54 Programming P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 70 Index Enterprise Edge Call Detail Recording parameters 19 R Report filter 23 Report format Norstar 22 41 42 Norstar All 45 Norstar Real Time 44 Norstar Standard 41 SL 1 21 37 SL 1 CLID 39 SL 1 field definitions 38 SL 1 Report options 38 SL 1 Standard 39 Report language 22 Report logs 37 Report O ptions accessing 12 components of 27 Report Parameters accessing 11 components of 21 Report type Norstar 41 SL 1 37 Reports Bearer capability 48 Busy 47 SL 1 37 S Special station set numbers Auto Attendant 40 46 Pager 40 46 Summary accessing 10 Suppress Length Settings 35 T Target lines SL 1 40 W W indows Access Bin Settings 35 Access Bin Settings and Suppress Length Settings 15 Clip file 17 Commit 16 Comp
26. cessible when Enterprise Edge Call Detail Recording Service is running Under the Enterprise Edge Unified Manager Call Detail Recording Administration closes the current log file and creates a new log file with anew header while Service is running Files are automatically clipped at 1 400 KB Format Norstar Norstar v O a English NON Repart Type All Language English Report Filter All To clip the file log 1 From the Enterprise Edge key click the Services key 2 Click the Call Detail Recording folder 3 Click any one of the five keys A window opens 4 From the Configuration menu choose Clip File 5 Assign the Clip File schedule Daily Weekly Monthly or by File size Note Data file size limit for clipping is changeable File size ranges from 10 1 000 KB to 50 5 000 KB The format for the data file extension created is YY YYMMDDHHMMSS Files are stored in the Data Directory specified during installation The recommended default is D Data Files Nortel Networks Call Detail Recording P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 18 Enterprise Edge Unified Manager Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Configure Enterprise Edge Call Detail Recording 19 Configure Enterprise Edge Call Detail Recording Enterprise Edge Call Detail Recording keys The Enterprise Edge Call Detail Recording comprehensive k
27. cord description 57 Real Time Hospitality record format 58 Install CDRClient Application 59 Call Detail Recording Display 61 The CDRClient window 61 Call Record Security 63 Enterprise Edge Call Detail Recording Record Security 63 CDR Group User Administration 63 CDR User Management 64 Peer to peer networks 66 Glossary 67 Index 69 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 6 Contents Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Introduction About Enterprise Edge Call Detail Recording Enterprise Edge 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 Enterprise Edge Call Detail Recording can also provide information on incoming calls as the events occur This information is recorded in a Real Time Call record Enterprise Edge 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 calls associated with Account codes incoming call Calling Line Identification CLID
28. e Code default is the first available Feature Code from the Enterprise Edge server usually 900 When Enterprise Edge Call Detail Recording is connected to the server a default Feature Code is requested from the Enterprise Edge server View or modify the Feature Code from the Enterprise Edge Call Detail Recording Report Parameters window Note The Account Code 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 Now users can enter the appropriate Account Code to the call Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Account Code list Components of the Report Parameters window 25 Account Codes create a reference for tracking telephone calls For example someone contacting a billable client enters an assigned code each time a call was placed to that client Account Codes are from one to 12 digits long Account Codes cannot contain symbols such as or An example of an Account code list appears below Account code Description 11127 Pat 37 Field Support 239 Liza 45 Roger 1552 Monique 53 Modern W ays Limited 100 Long distance IMPORTANT Remember to provide your colleagues with the Enterprise Edge Call Detail Recording Feature Codes and the Account Code list Using Accou
29. e Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Components of the Market Parameters window 31 Components of the Market Parameters window 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 Call Filter Duration Hospitality Record CLID with Name Enterprise Edge Call Detail Recording reports the CLID name of each call This parameter can be enabled or disabled at any time The name CLID default is enabled This parameter applies to the Norstar Record Format only Not all trunks support Name CLID Long CLID Support Enterprise Edge Call Detail Recording supports long CLID digit reporting The Long CLID default is disabled This parameter is market specific Do not change the default unless the trunk supports this feature CLID with Call Type Enterprise Edge Call Detail Recording supports long distance or unknown call types The Call Type default 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 Enterprise Edge Call Detail Recording supports charges on calls The Call Charge default is disabled This parameter is market specific Do not change the default unless the trunk supports this feature P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recordi
30. en the call is put on hold or taken off hold 00 00 04 HOLD 00 00 06 UNHOLD The lines below print at 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 00 10 32 CONFERENCE STN2 7425 00 12 12 CONFERENCE LINE2 0052 00 12 45 CONFERENCE END The line below prints when a call is transferred 00 00 00 TRANSFERRED Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 55 The line below prints after the header line when a call was transferred It indicates the start of the call at the new station set that received the transfer 00 00 00 FROM TRANSFER The line below prints after the last state of a call It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report 00 00 00 CALL RELEASED The line below prints when 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 DIGITS DIALED XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX DIGITS DIALED 123456789 1234 The line below prints when the user or caller enters an invalid password 00 00 00 INVALID PASSWORD The line below prints when an
31. erprise Edge Call Detail Recording can produce incorrect A 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 Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Components of the Prefix Bin Settings window 33 Components of the Prefix Bin Settings window Prefix filter If you select the Prefix filter you must also specify the prefix digits The purpose of the Prefix option is to 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 Note The defaults are 0 1 90 91 411 and 9411 A maximum of eight digits is allowed To assign or change a Prefix filter 1 Click the Prefix Bin Settings key The Prefix Bin Settings window opens 2 In the Prefix 1 list box enter the prefix number 3 In the Prefix 2 through Prefix 8 list boxes enter the prefix numbers as required P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 34 Components of the Prefix Bin Settings window
32. eys are e Report Parameters e Report Options Market Parameters e Prefix Bin Settings e Access Bin Settings Enterprise Edge 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 20 Configure Enterprise Edge Call Detail Recording Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Components of the Report Parameters window 21 Components of the Report Parameters window Report formats and types Enterprise Edge Call Detail Recording generates both Norstar and SL 1 report types SL 1 offers two report formats Standard and CLID Norstar offers four report formats Standard CLID Real Time and All Note The Report format default is SL 1 The Report type default is Standard SL 1 reports Use the SL 1 report format when you are supplying the Enterprise Edge 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 Capabilit
33. horization report Charge report zio im wv zi Conference Charge report Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 SL 1 reports 39 The I report contains only the report type and time stamp The S E M and C reports do not contain the duration field The E report does not contain any dialed digits Note The I report does not contain Call Information number all other report types will contain the Call Information number if delivered SL 1 Standard reports Using the field definition and report options describes above an example of an outgoing call on line 52 that is placed by station set 7425 appears below N 027 00 DN7425 T052000 04 04 14 03 00 01 32 5551212 An example of an incoming call on line 47 that is answered by station set 2221 appears below N 028 00 T047000 DN2221 04 04 14 22 00 12 04 An example of an outgoing call on line 38 is placed by station set 7447 and transferred to station set 222 appears below S 029 00 DN7447 T038000 04 04 15 02 8761344 E 030 00 T038000 DN2221 04 04 15 07 An example of a two line conference call with two outgoing calls appears below S 000 01 DN6545 T038000 04 04 12 23 9369552 E 001 01 CF0001 T038000 04 04 12 27 S 002 01 DN6789 T047000 04 04 12 23 8082635 E 003 01 CF0001 T047000 04 04 12 27 SL 1 CLID reports The SL 1 CLID report consists of two lines
34. 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 Enterprise Edge Call Detail Recording delivers Custom Local Area Signalling Services CLASS Call Management Services CMS Automatic Number Identification and Dialed Number Identification Services DNIS in the form of CLID reports This information is available only if the appropriate Enterprise Edge server hardware is installed and the service is available from your public telephone company Contact your Customer Service representative for more information You can use information collected by Enterprise Edge 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 8 Introduction e guard against abuse of the telephone system e provide immediate call information to database applications through Real Time call records track changes in room occupancy status Your Role as System Administrator As System Administrator you perform the initial and ongoing administration tasks Your tasks include e administer
35. ing Enterprise Edge Call Detail Recording determining Account codes used as references for tracking telephone calls e interpreting reports SECURITY ALERT Enterprise Edge 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 greater emphasis on call record security Limitations and security arrangements can vary depending on the network environment and how the customer administers and limits access to the call records Consult with the appropriate members of your organization regarding the proper safeguards Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Enterprise Edge Unified Manager 9 Enterprise Edge Unified Manager After you open Enterprise Edge Unified Manager the Comprehensive window appears The Enterprise Edge navigation tree shows the following four keys System e Resources e Services e Management The Comprehensive window Comprehensive Add Detete Det
36. ion number The Source Destination format always reports the number placing the call followed by the number receiving the call Incoming calls are reported in the Line Station format Outgoing calls are reported in the Station Line format To assign or change the Header Format 1 Click the Report Options key The Report Options window opens 2 In the Header Format list box select Line Station or Source Destination P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 28 Components of the Report O ptions window DNIS Info The Dialed Number Identification Service or DNIS provides the number the caller dialed to reach the Enterprise Edge system DNIS Info parameter provides two choices enabled or disabled The DNIS Info default is enabled This parameter applies to the Norstar Record Format only Not all trunks support DNIS To enable or disable the DNIS Info options 1 Click the Report Options key The Report Options window opens 2 Inthe DNIS Info list box select Enable or Disable Connect Char Normally Enterprise Edge 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 facilitate the identification of digits dialed to connect the call and digits dialed after the call is connected an option is available to insert an between them
37. lication 1 2 8 9 Exit any Windows programs that are running Disable any anti virus programs that are running On the taskbar 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 Enterprise Edge server or select the Enterprise Edge server from the list If you do not know the name ask your System Administrator Click the Find Now button The Enterprise Edge server icon appears in the list below Double click the Enterprise Edge server icon The Enterprise Edge server 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 60 Install CDRClient A pplication Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Call Detail Recording Display 61 Call Detail Recording Display The CDRClient allows you to remotely monitor records as calls occur To access CDRClient 1 Click the Start button point to Programs 2 Point to and click CDRClient The CDRClient window appears The CDRClient window Using CDRClient you can view and print records Herai kys wrarg hemd Digplar EG FR
38. mission list exist on both the server and the client PC with matching passwords When the user logs in to the remote PC using one of the authorized user accounts the user has the launch permission to the Enterprise Edge server The situation gets complicated if the remote PC is a member of a domain and has login to the domain already The domain passwords of the users in the launch permission list must be the same as the passwords in the corresponding Enterprise Edge server user accounts The System Administrator must take the responsibility for configuring the system with adequate security according to the unique nature of the network Enterprise Edge 2 0 Call Detail Recording System A dministration G uide P0911648 Issue 02 Glossary Account feature code A three digit number that enables users to enter an Enterprise Edge 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 Call Accounting An optional software program used to analyze the data collected by Enterprise Edge Call Detail Recording and to organize it according to a company s needs Call report A type of report created by Enterprise Edge 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 service
39. mith 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 D 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 the first field is always eight dashes the second field is the date the call originated e the third field is the time the call originated the fourth field is the line being used the fifth field is either the line or station using the line in the fourth field Enterprise Edge 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 action indicated in the second field P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 54 Norstar reports Printable line descriptions The
40. n event and time stamp An example of an Outgoing call in Standard format appears below owe oe 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 An example of an Incoming Call in Standard format appears below POI 04 04 99 12 00 01 LINE 0083 SIN 7726 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration G uide 42 Norstar reports Norstar Call Information reports When you select this option CLID information received from the Enterprise Edge server for an incoming call prints between the report header and the event lines There is one occurrence of CLID information per call If no CLID information is received no CLID field appears in the report If you need Slave CLID information you must configure the Master Enterprise Edge Call Detail Recording to receive CLID information You must configure The Master Enterprise Edge Call Detail Recording to print SL 1 CLID report format or Norstar CLID report format Note Enterprise Edge Call Detail Recording reports CLID information only for lines that are capable of delivering CLID You must configure the Enterprise Edge server to enable delivering CLID information Call Information report field definitions The first Call Information line after the heade
41. n the Access 2 through Access 5 list boxes enter the access code as required 4 Inthe Suppress 1 list box enter the Suppression Setting 5 In the Suppress 2 through Suppress 5 list boxes enter the Suppression Setting as required Note Up to 16 digits can be suppressed following the Access Bin Settings P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 36 Components of the Access Bin Settings and Suppress Length Settings window Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 SL 1 reports 37 SL 1 reports Introduction 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 It explains how to interpret the reports Report logs Report logs are saved directly into the Enterprise Edge Call Detail Recording LOG directory Use logs for call accounting processing and call activity review To download report logs 1 From the Enterprise Edge Unified Manager login window enter the user ID and password 2 From the Tools menu select Web Download 3 From the Call Detail Recording section click the log file 4 Savethe log file to the designated directory SL 1 report types The Enterprise Edge Call Detail Recording supports two different SL 1 report types e SL I Standard repor
42. n the Enterprise Edge system and the outside world SL 1 report format The organization of information that Enterprise Edge 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 Enterprise Edge 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 Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Index A Access Bin Settings and Suppress Length Settings accessing 15 components of 35 Account Bin Settings 35 Apply system changes Changes 16 Auto Attendant See Special station set numbers 40 46 B Busy Norstar Direct Inward Dial 47 Norstar Reports 47 Norstar Target line 47 C Call connected 50 Call information 42 Clip File accessing 17 Commit accessing 16 Comprehensive accesing 9 Configuration Enterprise Edge Call Detail Recording 19 Connect Characters 28 D Date Format 27 Descriptions 54 Norstar Reports 53 Real Time record 57 Dialed number 49 information 28 Digit separator 50 Direct Inward Dial 47 E Enterprise Edge Call Detail Recording about 7 Enterprise Edge Unified Manager 9 Management 9 Resources 9 Services 9 10 System 9 External
43. nager 11 The Report Parameters window Report Parameters Format Report Type Language Report Filter Feature Code F9 Norstar v Standard w English v All Hi 00 Use the Report Parameters window to configure the following parameters Format SL1 N orstar Language English French Danish Swedish Dutch Spanish Feature Code F900 999 P0911648 Issue 02 Report Type SL 1 Standard SL1 CUD Norstar Standard Norstar CLID Norstar Real Time Norstar All Report Filter All Outgoing Prefix Account Code Enterprise Edge 2 0 Call Detail Recording System Administration Guide 12 Enterprise Edge Unified Manager The Report O ptions window Report Options Date Format MM DD YY vw Header Format Line Station v DNIS Info Enable Connect Char Disable w Clip File Schedule Daily v File size 100kB E 4 Use the Report Options window to configure the following parameters Date Format MM DD YY DD MM YY YY MM DD Header Format Line Station Source Destination DNIS Info Disable Enable Connect Char Disable Enable Clip File Schedule Daily W eekly Monthly File size File size 100KB 14 1 400 KB Note Some of the above parameters are market specific If the parameter value does not match the trunk property Enterprise Edge Call Detail Recording can produce incorrect reports If you are using a Call Accounting package to process rep
44. ng System Administration Guide 32 Components of the Market Parameters window Answer Supervision Enterprise Edge Call Detail Recording identifies the telephone number answering outgoing calls The Answer Supervision default is disabled This parameter is market specific Do not change the default unless the trunk supports this feature Call Filter Duration Enterprise Edge Call Detail Recording reports the length of all outgoing calls The Call Filter Duration default is 2 seconds The duration range is zero to 30 seconds Hospitality Record Enterprise Edge 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 2 From the CLID With Name list box select Enable or Disable 3 From the Long CLID Support list box select Enable or Disable 4 From the CLID With Call Type list box select Enable or Disable 5 From the Support Call Charge list box select Enable or Disable 6 From the Answer Supervision list box select Enable or Disable 7 Inthe Call Filter Duration box enter a number between 0 and 30 8 In the Hospitality Record box select Enable or Disable Caution Some of the Report O ptions parameters are market specific If the parameter value doesn t match the trunk property Ent
45. nguage If your Enterprise Edge server supports other languages select either English or one of the alternate languages The Report Language default is English To assign or change the Report Language 1 Click the Report Parameters key The Report Language window opens 2 From the Report Language list box select English or an alternate language Note The Report Language you select only affects Enterprise Edge Call Detail Recording reports The language assigned to each telephone determines the language used in the Account codes Enterprise Edge 2 0 Call Detail Recording System A dministration G uide P0911648 Issue 02 Components of the Report Parameters window 23 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 Enterprise Edge Call Detail Recording Report Parameters window All Enterprise Edge Call Detail Recording reports all incoming and outgoing calls Outgoing Calls Enterprise Edge Call Detail Recording reports only outgoing calls Incoming calls are not reported Prefix Enterprise Edge Call Detail Recording reports calls matching the pre determined long distance digit strings If you select
46. nt Codes You can associate Account Codes with any incoming or outgoing calls You can enter the Account Codes from any Enterprise Edge telephone by first entering the Feature Code F9 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 26 Components of the Report Parameters window Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Components of the Report Options window 27 Components of the Report O ptions window 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 Y Y This parameter affects only the Norstar Record Format It is intended to provide market compatibility To assign or change the Date Format 1 Click the Report Options key The Report Options window opens 2 In the Date Format list box select MM DD YY DD MM YY or YY MM DD Header Format There are two kinds of Header Format Select one of the following e Line Station e Source Destination The Header Format default is Line Destination This parameter applies to the Norstar Record Format only The Line Station format always reports the line number followed by the stat
47. oom occupancy status indicator P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 58 Norstar reports The seventh field is the CLID call type which is either long distance D or unknown U The eight field indicates the call state of the Real Time record This field always contains a call state indicator and is followed immediately by a carriage return and two line feeds Real Time Hospitality record format This Hospitality record represents four states of room occupancy vacant basic mid and full Room number lengths range from one to five digits An example of a Real Time Hospitality record showing room 12345 status set to vacant appears below 012398 234900 12345 HV An example of a Real Time Hospitality record showing room 7324 status set to vacant appears below 012398 234900 7324 HV An example of a Real Time Hospitality record showing room 732 status set to basic appears below 012398 234900 732 HB An example of a Real Time Hospitality record showing room 73 status set to mid appears below 012398 234900 73 HM An example of a Real Time Hospitality record showing room 7 status set to full appears below 012398 234900 a HF Enterprise Edge 2 0 Call Detail Recording System A dministration G uide P0911648 Issue 02 Install CDRClient Application 59 Install CDRClient Application To install the CDRClient app
48. orts consult your software vendor before you make any changes File size is used only when this option is selected in the Clip File Schedule Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Enterprise Edge Unified Manager 13 The Market Parameters window Market Parameters CLID with Name Enable v Long CLID Support Disable v CLID with Call Type Enable v Support Call Charge Disable Answer Supervision Disable w Call Filter Duration Hospitality Records Enable w Use the Market Parameters window to configure the following 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 Note Some of the above parameters are market specific If the parameter value doesn t match the trunk property Enterprise Edge 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 14 Enterprise Edge Unified Manager The Prefix Bin Settings window Use the Prefix Bin Settings window to configure the Prefix parameters to 8 Enterprise Edge 2 0 Call
49. r line is the CALLING NUMBER e maximum of 11 characters e if the number is truncated the 11 digits received are preceded by e if only partial CLID number was received the digits are followed by an x UNKNOWN if no data is received in the number field The second Call Information line is the NAME Name maximum 15 characters UNKNOWN if no name is received in the name field The third Call Information line is the call type indicating if the call is a long distance call or otherwise LONG DISTANCE UNKNOWN if no call type information is received An example of an incoming call in the CLID format appears below WEE 04 04 99 11 12 701 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 Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 43 An example of an abandoned no answer incoming call in CLID format appears below 00 00 00 04 04 99 CALLING NUMBER NAME UNKNOWN BC SPEECH NO ANSWER 20 30 00 LINE 0035 4032919123 UNKNOWN RINGING 3 15 An example of a call report with CLID number truncated appears below 00 00 00 00 00 39 O0 01 12 00 02 47 04 04 99 CALLING NUMBER NAME UNKNOWN BC SPEECH INCOMING CALL HOLD UNHOLD CALL RELEASED llilzr0l LINE 0013 STN
50. rehensive 9 Market Parameters 31 Market Parametes 13 Prefix Bin Settings 14 33 Enterprise Edge 2 0 Call Detail Recording System A dministration G uide Preport Parameters 11 Report O ptions 12 27 Report Parameters 21 Summary 10 Suppress Length Settings 35 P0911648 Issue 02
51. s from the local telephone company CUD 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 Enterprise Edge Call Detail Recording assumes unless another one is specified Enterprise Edge Call Detail Recording Enterprise Edge Call Detail Recording is an application on your Enterprise Edge Call Detail Recording used to record call activity Enterprise Edge server The central hardware component in the Enterprise Edge system This server has its own processor and memory and provides a physical point for connection of various types of data terminals telephones and expansion modules P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 68 Glossary External Call Forward An Enterprise Edge telephone is configured to forward calls to destinations external to the Enterprise Edge server using outgoing lines Hospitality Record A type of record created by Enterprise Edge Call Detail Recording that provides the room occupancy status whether vacant basic mid or full ISDN Integrated Services Digital Network is a worldwide digital communications network Norstar report format An English language syntax organization of call reports Physical line The physical connection betwee
52. son for the external call forward and the digits dialled Note For more information refer to the Installation and Maintenance Guide that came with your system An example of an Incoming Call on line 0001 being externally forwarded to line 0002 appears below Extension 221 is responsible for the external call forward event np EO 12 31 99 11 59 59 LINE 0001 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED An example of an internal call being externally forwarded to line 0002 appears below Extension 222 originated the call Extension 221 is responsible for the external call forward event uim CES 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 52 Norstar reports Norstar report field definitions The following list shows all of the lines that can be printed by Enterprise Edge Call Detail Recording in the Norstar report Standard and CLID report formats 0 2 3 4 5 6 7 1234567890123456789012345678901234567890123456789012345678901234567890 EUER MM DD YY HH MM SS LINE XXXX STN XXXXXXX Ene MM DD YY HH MM SS LINE XXXX LINE XXXX RE CIL EE MM DD YY HH MM SS LINE XXXX
53. t e SL I 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 no CLID information is delivered from the Enterprise Edge server calls report in an SL 1 Standard report format P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 38 SL 1 reports SL 1 report field definitions The field definitions for lines 1 and 2 SL 1 reports are summarized below Line 1 Column Name Format Definition 1 RecType Y report type 2 Blank Blank space 3 5 RecN o XXX report seq number 6 Blank Blank space 7 8 CustN o 00 Customer number 9 Blank Blank space 10 16 OrigID TXXXXXX Line number DN XXXX STN number CF00001 Conference number 17 Blank Blank space 18 24 TerID TXXXXXX Line number DN XXXX STN number 25 37 Blank Blank space 38 48 TimeStamp MM DD Time stamp HH MM 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 Line 2 Column Name Format Definition 3 18 CLID XXX X CLID number SL 1 report options Enterprise Edge Call Detail Recording generates the following SL 1 report types Letter code Report option Initialization report N ormal report Start report End report Aut
54. vailable appears after the call type It is followed by the Bearer Capability The last line is the PRI Call by call service It appears only if the PRI service information is available CALLING NUMBER XXXXXXXXXXX NAME XXXXXXXXXXXXXXX UNKNOWN DNIS NUMBER XXXXXXXXXX BC SPEECH PRI SERVICE TIE XXXXX VOIP CALL The lines below are printed when the room occupancy status of room 12345 changes to vacant ORAT 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT The line below is printed when a call is externally forwarded Extension 221 is responsible for the external call forward event EXT CALL FWD STN 221 REASON CFAC Enterprise Edge 2 0 Call Detail Recording System Administration Guide P0911648 Issue 02 Norstar reports 57 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 e Time in HHMMSS format e Line number associated with the call e Station Set number associated with the call e CLID number e CLID name or DNIS number e Call type e Call state The first field is the date field and is a fixed length of six digits MMDDYY The month day or year are preceded with a leading 0 to keep the field length fixed For example 010501 is January 5 2001 The second field is the time which is also a fixed field with six digits
55. xisting user names from the group NORTEL ad GR Modify User Add User Delete User Comprehensive Add D Del All JJ Enterprise Edge System Manager AHHH Resources ModemB ackup senn Services supervisor i 9 Management 4 TivDialup coma UseMaHdd users en I AlarmMana f puderek ME Diagnostics P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration G uide 64 Call Record Security CDR User Management To add a user name 1 From the Enterprise Edge key click the Management key 2 Click the UserManager key 3 From the Configuration menu choose Add User The Property Sheet window appears Property Sheet EI User Profile User Name tis 72 Password sss Confirmed Password x Privilege READ ONLY CDR gt Save Cancel Raw Warming Applet Window 4 Enter the user name and assign privileges to read only Click Save Note If the Enterprise Edge server is registered in the domain enter the domain name and the user name Domain name User name The user now has access to Call Detail Recording records To modify user privileges l 2 5 From the Enterprise Edge key click the Management key Click the UserManager key Click on the user name From the Configuration menu choose Modify User The Property Sheet window appears Modify
56. y and DDI Busy reports Note For more information about SL 1 reports refer to SL 1 reports on page 37 Assign the SL 1 report type Assign the SL 1 report type from the Report Parameters window There are two choices e Standard e CLID To assign or change Report Parameters 1 Click the Report Parameters key The Report Parameters window opens 2 In the Format list box select SL 1 3 In the Report Type list box select Standard or CLID Note Enterprise Edge 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 P0911648 Issue 02 Enterprise Edge 2 0 Call Detail Recording System Administration Guide 22 Components of the Report Parameters window Norstar reports Use the Norstar report format for more detailed and concise call reports Note For more information about Norstar reports refer to Norstar reports on page 4 Assign the Norstar report type Assign the Norstar report type from the Report Parameters window There are four choices e Standard e CLID Real Time e All includes Standard call information with CLID and Real Time call information To assign or change Report Parameters 1 Click the Report Parameters key The Report Parameters window opens 2 In the Format list box select Norstar 3 In the Report Type list box select Standard CLID Real Time or All Report La

Avaya BCM 2.0 Call Detail Recording System User's Manual

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