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Call Detail Reporting Manual

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1. Database Definition Type Specification Element Offset to GMT time includes GMT Offset daytime savings in seconds ex LONG Pacific Summer time 25200 8 digit number representing date Format LocalDa LONG y y ex 20040608 06 08 2004 yyyymmdd 0 Sunday 1 Monday 2 Tuesday DayOfWeek Day of the week LONG 3 Wednesday 4 Thursday 5 Friday 6 Saturday AgentNum Agent Extension Number LONG WGNum Workgroup Number LONG Unique ID to link to uid AGENTPERWGSUMMARY2 and LONG AGENTPERWGSUMMARY3 Table 3 AGENTPERWGSUMMARY2 Database Element Definition Type Specification Version Version of the record LONG 2 OE ACM5 0A Server ID System ID NodelD assigned to a MAXCS LONG value 1 100 system in MaxAdmin Unique ID to link to uid AGENTPERWGSUMMA LONG RY1 Total inbound WG calls NuminWGCall during interval LONG Number of incoming Pa te workgroup calls answered LONG by this agent NumInWGRNA Total of agent RNA LONG DurlnWGAnsRing Ring duration of answered LONG calls workgroup calls 58 CDR Manual Records and Data Schema Database Element Definition Type Specification DurlnWGTalk Talk duration of incoming calls NumInWGAnswerea starting from the time the agent answers a call until the call is disconnected transferred or parked LONG NumInWGWrapUp Number of Wrap ups for incoming calls LONG DurlnWGWrapUp Wrap up duration f
2. Field Definition Node ID ele a 1D assigned to a MAXCS system in a Session ID a unique number usually 9 digits or larger assigned Session D by MAXCS to a cal dc Internal Call Internal or external call Direction Direction of the call incoming or outgoing Outgoing call Date time when caller receives ringback busy or Start Time connect signal Incoming call Date time when system responds to the call End Time Date and time when call exits this stage or disconnects Duration Duration of call End Time minus Start Time Caller Type Caller line type see Table 9 CDRMAIN for details Caller PAD Line s physical address for a call Caller ID Caller number for a call Caller Name Caller name for a call Target Type Call target line type see Table 9 CDRMAIN for details Target PAD Physical address of line for a call target Target ID Number for a call target Target Name Name for a call target Workgroup Number Target workgroup number for an incoming call Outgoing Workgroup number for an outgoing call as set in MaxAdmin or Workgroup by agent at logon DNIS DNIS number for incoming call Project Project number for trunk as set in MaxAdmin Account Code Account code Attendant Duration Duration while call is in Auto Attendant IVR state Ring Duration Duration while call is in ringing state Queue Duration Duration while incoming call is in queue workgroup or direct call
3. A ALTIGEN COMMUNICATIONS Call Detail Reporting Manual MAX Communication Server Release 7 0 Update 1 April 2014 WARNING Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems This is a criminal offense Currently we do not know of any telecommunications system that is immune to this type of criminal activity AltiGen Communications Inc will not accept liability for any damages including long distance charges which result from unauthorized and or unlawful use Although AltiGen Communications Inc has designed security features into its products it 1s your sole responsibility to use the security features and to establish security practices within your company including training security awareness and call auditing NOTICE While every effort has been made to ensure accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 410 East Plumeria Dr San Jose CA 95134 Telephone 888 AltiGen 258 4436 Fax 408 597 9020 E mail info altigen com Web site www altigen com TRADEMARKS MAX Communication Server MaxAdministrator MaxCommunicator MaxA
4. No Answer Call Handling is set to Forward to Next Group Member this call is re queued but will not be counted twice Calls Answered Count of workgroup calls that were answered by agents if a login agent uses Pick Call from Queue feature in MaxAgent this counter is also incremented If the incoming workgroup call is answered by an agent then transferred or parked the transferred or parked call is considered out of this workgroup Calls Answered Duration Sum of talk duration of incoming answered workgroup calls Talk duration lasts from the time an agent answers the call until the time the call is disconnected parked or transferred Hold time is not included in talk time Outgoing Calls Count of outgoing connected workgroup calls Agent needs to log into this workgroup Outgoing Calls Duration Sum of talk duration of connected outbound workgroup calls Talk duration lasts from the time the call is connected until the time the call is disconnected parked or transferred Hold time is not included in talk time Calls Abandoned to VM with Msg Count of calls abandoned to VM by caller pressing a digit or by system automatically redirecting caller to VM where caller leaves a message Calls Abandoned in Queue Count of caller hang up while in queue listening to music or queue greeting Calls Abandoned during Ring Count of caller hang up while ringing a workgroup agent Calls Aban
5. VM Duration Duration after a call goes into voicemail box includes greeting false attempts at messages and review of message and includes VM Record Duration CDR Manual 49 pue sp1099y Oo D wn o gt o 3 D Search Results Field Definition Duration of recording time for a VM message that was VM Record Duration completed in MaxCommunicator this corresponds to Length field of a voicemail Hold Duration Duration while call was on hold or parked Duration while the call is answered by a person see Tak Duration Table 9 CDRMAIN for details Record Duration Duration of conversation recording The last state of call before the call record is logged see Exit State Table 9 CDRMAIN for details URL URL when call is initiated by AltiWeb user clicking the make call button User Data Agent input WG Statistics Search Results Agent Statistics Window This is shown in the Statistics WG Statistics section Field Definition Upper half of window ID Number assigned by MAXCS to this record Date Date of time interval Time Time interval for these call statistics Count of incoming workgroup calls that were answered by an agent if a login agent uses Pick Call from Queue feature in MaxAgent this counter is also In Call Ans incremented If the incoming workgroup call is answered by an agent then transferred or parked the t
6. CDR Search Group CDR Search Results Detail Window Field Definition ID Number assigned by CDR Search to this record Session ID Unique number assigned by MAXCS to this call Sequence ID Unique number to identify multiple records of same call same session ID beginning with 0 Conference ID Unique number to identify multiple conference calls Message Duration Date Date of call Time Start time of call Duration Duration of call EndTime minus StartTime see Table 9 CDRMAIN for explanations of these schema Wait Time RingDuration plus QueueDuration see Table 9 CDRMAIN for explanations of these schema a TalkDuration see Table 9 CDRMAIN for Tals lie explanations of these schema Others Time AADuration plus HoldDuration plus VMDuration VMRecDuration The last state of call before the call record is logged Exit state see Table 9 CDRMAIN for details Caller ID Caller phone number of a call Caller Name Caller name for a call Target ID Target number for a call Target Name Target name for a call DNIS DNIS information for an incoming call Acct Code Account code URL when call is initiated by AltiWeb user clicking the URL make call button User Data Agent input Record Window for Call Info This is shown in the Call Details section 48 CDR Manual Records and Data Schema
7. 8 Wrapup 9 Error 56 CDR Manual Records and Data Schema Database Definition Type Specification Element 96 Network issues caused the system to log out an IP phone agent from the workgroup 97 Agent s physical or IP extension is changed to virtual Reason for Activity extension System logs out the Reason For logout it is LONG extension from workgroup logout reason code 98 Supervisor logs out the agent 99 Agent ring no answer System logs out the agent from workgroup based on configuration WrapUpSessi Call session for onlD wrap up LONG When Activity 8 Wrapup WrapUpDirec Call direction for a ji tion wrap up LONG 1 inbound wrap up 2 outbound wrap up A PE EAE Wrap up duration LONG ReasonDescr Description of the CHAR 6 iption Logout reason 4 Table 2 AGENTPERWGSUMMARY1 Agent per Workgroup Statistics during the time interval specified by Start Time and End Time Database Definition Type Specification Element Version Version of the record LONG 2 OE ACM5 0A Server ID System ID assigned to PE mode an MAXCS system in MaxAdmin KONG ale 2100 GMT start time of record s period StartTime Seconds since 1970 01 01 LONG 00 00 00 GMT end time of record s period EndTime Seconds since GMT 1970 01 01 LONG 00 00 00 CDR Manual 57 Oo D wn o gt D 3 D pue sp1099y Data Schema
8. A goes into B s voice mail leaves a voice mail and then drops 17 General VM A presses to enter the voice mail system inputs password then drops 18 VM Access A presses to enter another extension s voice mail then drops 19 VM Notify A receives a notification call enters password then drops 20 Call Pick Up A calls B While B is ringing C enters 29B to pick up this call Call A with B gets this exit state Oo D wn o gt o 3 D pue sp1099y 21 All Trunks Busy A dials an outside number and no trunk is seized A drops and gets this exit state CDR Manual 69 Data Schema 22 No session A tries to log on to MaxCommunicator MaxA gent AltiConsole third party application but there are no more licenses available 23 Personal Park call is parked by 31 24 System Park call is parked by 41 25 Line Park call is parked by 51 26 Call Monitor A runs MaxSupervisor and initiates a silent monitor or barge in 27 Overhead Paging Call presses 44 45 46 to page 28 Reminder Call Call was preset as a reminder call 29 Group Member RNA A calls a workgroup and rings an agent The agent does not answer the ring 30 One Number Access A calls B and goes into B s one number access menu 31 APC Connect never used 32 Ring call is dropped while it s ringing 33 Transfer Ring A calls B B presses Flash and dials C W
9. Audio Peripheral Activity Feature Profiles m Log Service C IM Internal Log ce connected Default e D fe lt D Add Remove Edit Refresh Internal Database Configuration Active database retaining period E months IV Archive purged record s E month s per archive file Accounting Data Processing IV Enable Data Output Available Ports p Baud Rate COMI C COM2 C 300 C 1200 C 96K COM C coma Si 38 4K C 57 6K Cancel Help When RTM Data MDB is selected the Config button opens a dialog box where the user can enable and configure these records Internal Database Configuration Internal Logger Service To set up and enable CDR collection to the local drive click the Add button CDR Manual 7 Real Time Monitoring and the CDR Client x Name Address Port 10027 Password Default Cancel Add a Name and IP Address for the Internal Log Service then click OK In the Internal Database Configuration section select the Active database retaining period in months Check the Archive purged record s field and select the number of months per archive file if you wish to archive purged Internal Logger Service records External Remote Logging of Call Data MAXCS allows you to output call accounting to a Microsoft SQL database see Hardware Requirements for databases supported The database cannot be on the same server as
10. Auto Attendant IVR Ring No Answer Queue Voice Mail no VM recorded or VM recorded Connect Logon Logoff All Trunks Busy No session VM Access Forward Transfer VM Notify WG Abandoned Park System Park Conference Call Monitor Transfer Cancel Call Redirect Call Pick Up Dial Cancel Connected Calls amp Messages Connected Calls plus Messages see below Connected Calls incoming calls answered by a person and outgoing calls that entered Connected state Note For CDR records Connected Calls refer to calls in these states connected transfer park system park conference call and transfer cancel Messages incoming calls directed to voicemail Unanswered Calls incoming or outgoing calls not answered by a person CDR Manual 19 Running a Search Note For CDR records Unanswered calls refer to calls abandoned while in these states AA forward RNA queue voicemail WG abandoned call redirect no more session pick up by and dial cancel Calls abandoned also include all calls routed to go somewhere other than a workgroup where a workgroup has busy call handling set not to queue All Trunks Busy outgoing calls aborted due to busy signals Note See Table 9 CDRMAIN for call data details 3 Define the type of calls in the Caller Callee fields and enter values for the Trunk and Extension if applicable e All searches for both incoming and outgoing calls To search for outgoing calls
11. Caller Name Target ID aj 314 1006926021 11 30 01 7 00 00 00 00 00 37 VOICE MAIL 261 315 1006926022 11 30 01 206 117 153 2 180035820 316 1006926023 11 30 01 222 159 317 1006926024 11 30 01 100 18 1006926024 11 30 01 0 00 VOICE MAIL 100 J 319 1006926025 11 30 07 214 CONNECT 6504934759 100 320 1006926026 11 30 01 0 38 CONNECT 206 111 153 326 1006926032 11 30 01 327 1006926033 11 30 Figure 2 CDR record sessions for Example 2 Example 3 External party calls office and gets Automated Attendant then dials out Operator The result is two sessions logged for this event alD SessioniD Date Time Duration Wait Time Talk Time Exit State Caller ID Caller Name Target ID a 541 1006926207 11 30 01 10 55 14 00 01 30 00 00 03 00 01 27 CONNECT 100 Front Desk 7966160 542 1006926208 11 30 01 00 00 12 00 04 37 CONNECT 508 14087520800 543 1006926209 11 30 01 a Lug 22 VOICE MAIL ACCES 329 329 261 411 546 1006926212 a 0 01 19492798519 E sa 1006926213 11 30 01 7133900 553 1006926217 11 30 01 1204 554 1006926217 11 30 01 47 VOICE MAIL RECOR 7049263474 ji 235 555 1006926218 11 30 01 7 VOICE MAIL RECOR 4409348030 ji 316 566 10063926219 11 30 01 11 00 03 00 ete 00 00 15 00 08 03 CONNECT UNKNOWN 106 v 4 9 9 Figure 3 CDR record sessions for Example 3 CDR Man
12. Database Definition Type Specification Element Version Version of the record LONG 2 OE ACM 5 0A Server ID System ID assigned to odes Noten a MAXCS system in MaxAdmin LONG value 1 100 Unique ID to link to i AGENTSUMMARY2 uid AGENTSUMMARY3 and LONG AGENTSUMMARY4 GMT start time of record s period StartTime Seconds since 1970 01 01 LONG 00 00 00 GMT end time of record s period EndTime Seconds since GMT 1970 01 01 LONG 00 00 00 Offset to GMT time includes GMTOffset daytime savings in seconds ex LONG Pacific Summer time 25200 8 digit number representing date Format LocalDa LONG 3 y ex 20040608 06 08 2004 yyyymmdd 60 CDR Manual Records and Data Schema Database Definition Type Specification Element 0 Sunday 1 Monday 2 Tuesday DayofWeek Day of the week LONG 3 Wednesday 4 Thursday 5 Friday 6 Saturday AgentNum Agent Extension Number LONG Table 6 AGENTSUMMARY2 Database Element Definition Type Specification The following values are significant only when an agent logs into at least one workgroup If an agent doesn t log into any workgroup all values should be zero Version Version of the record LONG E iS Server ID System ID NodelD assigned to a MAXCS LONG value 1 100 system in MaxAdmin i Unique ID to link to uid AGENTSUMMARY1 LONG Direct non workgroup NumInDirCall incoming call LONG F Direct non w
13. Internal and External Logger Server do not support multiple databases e One Database Connection license is required for every Logger Server and every CDR Search requires one additional license e External Logger Configuration tools cannot run remotely e 100 commands per second on every TCP or database connection e Maximum 1 GB buffer files for every buffer otherwise always keep 500 MB free hard drive space When free space is below 500 MB the buffer files will be truncated automatically 40 CDR Manual CHAPTER 4 CDR Workgroup CDR Search Typical Searches This section contains examples of how to run various CDR and Workgroup CDR searches that are typically used by call centers Identify the type of search you would like to perform go to the CDR Search main window define the search date set the fields and settings as directed then click the Search button to run the search Note Connected Calls include Connected Calls Transferred Calls and Conference Calls All includes Auto Attendant IVR Ring No Answer Queue Voice Mail no VM recorded or VM recorded Connect Logon Logoff All Trunks Busy No session VM Access Forward Transfer VM Notify WG Abandoned Park System Park Conference Call Monitor Transfer Cancel Call Redirect Call Pick Up Dial Cancel Unanswered Calls include calls abandoned while in these states AA Forward RNA Queue Voicemail WG abandoned Call Redirect No More Session Pick Up B
14. Like retrieves records that begin with the field value entered e Pat retrieves records that contain the field value in any part of the DNIS Project Acct Code digits 5 Select to Sort by e Date Time sorts day by day or hour by hour if you select Today as the time range for the search Cc o gt e e D 07 D o oO gt yi Extension sorts by extension Trunk sorts by trunk e N A search without sorting retrieves total number of records Note For faster searching using N A to sort records is recommended For example when you search for Connected Calls the time range as Today and sorting by N A CDR will retrieve the total number of connected calls for today Note Ifthe time range for the search is less than 1 day and Date Time is selected for Sort by CDR will list records hourly If time range for the search is longer than 1 day and Date Time is selected for Sort by CDR will list records daily 6 Click Search During the search a progress window opens To cancel the search click Cancel 7 Search results appear in the Summary window Refer to Search Results for details on working with search results CDR Manual 21 Running a Search Group CDR Search Group CDR search lets you specify a search by group To perform this search you can log in as the administrator or as a workgroup supervisor CDR Search CDR Group CDR 0 19 2003 13 00 0
15. No Answer Configurations and VM Agents sign on to workgroups and answer calls On occasion an agent might be signed on but walk away from their station Under these conditions MaxAdmin allows the administrator to define what MAXCS should do if it encounters a Ring No Answer condition on a phone For example the call can be sent to voice mail to another agent back to queue or to auto attendant IVR How this configuration is set up determines the types of CDR records that will be recorded for this condition Since MAXCS tracks all incoming calls from a trunk to an extension this also applies to calls routed to regular extensions not just workgroups Login and Logout The CDR records database also supports a special record type This record type records when agents login and logout from a workgroup The information tells only when the action has taken place and which agent logged in and out Therefore a reporting program should always check to see if the record it is using or examining is for login logout or for tracking the nature of a call An agent login logout record should have the agent s extension number and PAD information Changing Time Settings If an administrator changes the time setting in Windows it will affect active calls CDR records It may cause large negative or zero talk time in CDR records CDR Manual 11 e D e lt 2 Ss Configuration Areas Affecting CDR Information 12 CDR Manu
16. Total Agents Not Ready CurNumAgentNotReady Snapshot at EndTime LONG Total Agents Wrap up CurNumAgentWrapUp Snapshot at EndTime LONG Total Agents DND FWD CurNumAgentDNDFWD Snapshot at EndTime LONG Total Agents Available CurNumAgentAvailable Snapshot at EndTime LONG CurLongestQTime Longest Queue Time LONG Snapshot at EndTime CDR Manual 71 Oo D wn o gt o 3 D pue sp1099y Data Schema Database Element Definition Type Specification Number of calls in CurQLength Queue Snapshot at LONG EndTime Number of calls exceed CurNumCallOverSLT SLT Snapshot at LONG EndTime Real time Service Level CurServiceLevel for WG Queue LONG Snapshot at EndTime Maximum Agents Un ee Staffed in record s LONG period Maximum Agents a a Logged Out in record s LONG period Maximum Agents Error IntvMaxNumAgentError in record s period LONG Maximum Agents Busy IntvMaxNumAgentBusy in record s period LONG IntvMaxNumAgentNotR Maximum Agents Not LONG eady Ready in record s period IntvMaxNumAgentWrap Maximum Agents Wrap LONG Up up in record s period IntvMaxNumAgentDNDF Maximum Agents DND LONG WD FWD in record s period i Maximum Agents py mMaxNumagent vall available in record s LONG period Maximum longest gueue IntvMaxLongestQTime time in record s period LONG IntvMaxQLength Maximum queue length LONG 9 in record s period IntvMaxNumC
17. and Data Schema Database Element Definition Type Specification aha Call priority at Start StartPriority Time 1 9 LONG EndPriority io at End Time LONG 0 Unknown line type 1 Ext analog 2 Ext IP 3 Reserved 4 Ext virtual 5 Workgroup Type of line for an B E CallerType incoming call LONG 6 Application Extension 7 Analog Trunk 8 T1 Trunk 9 IP Trunk 10 PRI Trunk 11 not used 12 E1 trunk E g 0004 where ine i 00 slot 04 channel CallerPad mah s physical address CHAR or an incoming call 5 Always 1 1 for WG or virtual extension Caller phone number of an incoming call CHAR CallerNum extension number or 41 off net PSTN Caller name for an incoming call provided CHAR CallerName by CO for trunk calls as 65 entered in MaxAdmin for extension calls CallerTenant Caller Tenant name CHAR CallerProject Caller Project ID LONG CDR Manual 65 pue sp1099y oO 5 wn o gt D 3 D Data Schema Database Element Definition Type Specification 0 Unknown line type 1 Ext analog 2 Ext IP 3 Reserved 4 Ext virtual 5 Workgroup TargetType Called target line type LONG 6 Application Extension 7 Analog Trunk 8 T1 Trunk 9 IP Trunk 10 PRI Trunk 11 not used 12 E1 trunk A E g 0004 where TargetPad ae pero line a 00 slot and 9 04 chamnel Number f
18. clicking on an entry opens a drop down menu to Show Call Info or Copy Session ID to Clipboard Statistics WG Statistics For Workgroup Statistics searches the Statistics windows display the results of your search CDR Manual 29 Search Results There are different windows for the three types of WG Statistics searches you can perform Statistics MEA O Export Pring Figure 1 The Workgroup Statistics window 30 CDR Manual Using CDR Search 7 gt 1D Date Time In Call Ans In Talk Time Out Call ns Out Talk Time Login Time Logout Time Q 1 04 10 2004 3 0 00 00 00 0 00 00 00 10 00 00 9 2 04 11 2004 0 00 00 00 0 00 00 00 10 00 00 iw 3 04 12 2004 0 00 00 00 0 00 00 00 4 04 13 2004 0 00 00 00 0 00 00 00 D 5 04 14 2004 A 0 00 00 00 0 00 00 00 dp 6 04 15 2004 00 00 00 0 00 00 00 0 00 00 00 gt 7 04 16 2004 00 00 00 0 00 00 00 0 00 00 00 o 8 04 17 2004 00 00 00 0 00 00 00 0 00 00 00 00 00 00 2 4 00 00 01 a 4 Title Value ul y Total Logged In Time 004 07 05 00 Total Inbound Calls Answered 0 Total Talk Time 00 00 00 Average Talk Time 00 00 00 Total Connected Outbound Calls 0 Total Talk Time 00 00 00 Average Talk Time 00 00 00 Total Number of Wrap up 0 Total Wrap up Time 00 00 00 Average Wrap up Time 00 00 00 4 Figure 2 The Agent Statistics per Workgroup window CDR Manual 31 Exporting Records Statistics AS nT Export Print Figure 3 Agent Statistics wi
19. detail 5 sequences 44 call reports external 8 D downgrade procedure 2 E external logging 8 EXTINFORMATION 78 G glossary 10 81 inbound call scenarios 44 installation requirements 1 L link session ID number 64 login 11 logout 11 Microsoft SQL 8 multi project naming 10 Index N node ID 55 57 58 60 61 62 63 78 79 R ring noanswer 11 routename 10 S session ID 18 session ID number 64 SMDR 10 SQL 8 Stop button 26 system requirements 1 T trunk type 66 W WGRTSUMMARY 70 WGSUMMARY 73 wrapup 10 CDR Manual 91
20. logged into this WG Login Time within or before specified time interval Logo t Time Date and time agent last logged out of this WG 9 within or before specified time interval Logout Reason Logout Reason code Lower half of window Totals Averages and Percentages Total Logged In Time Total of agent login duration to this workgroup Total Inbound Calls Answered Total of In Calls Ans Total Talk Time Total of In Talk Time Total Talk Time divided by Total Inbound Calls Average Talk Time Answered Total Connected Outbound Calls Total of Out Calls Ans Total Talk Time Total of Out Talk Time Total Talk Time divided by Total Connected Average Talk Time Outbound Calls Total number of Wrap ups for both incoming and Tota NumbeFomWrap ups outgoing workgroup calls Total of wrap up duration time while agent is in Total Wrap up Time wrap up state for both incoming and outgoing calls Total Wrap up Time divided by Total Number of Average Wrap up Time Wrap up 52 CDR Manual Records and Data Schema Workgroup Statistics Window Field Definition Upper half of window ID Number assigned by CDR Search to this record Date Date of the time interval Time Time interval for these call statistics Incoming Calls Incoming workgroup calls Calls in Queue Count of calls in workgroup queue while all agents are not available when agent RNA and
21. of the phone system to the outside world over public or private trunk circuits within the MAXCS system including analog digital and IP types Outbound Workgroup Outgoing calls placed by a workgroup agent who is assigned and logged in to an Outgoing Workgroup OutCall Routing Calls dialed on the system can be processed by the system using routing tables The routing tables and their configuration options are referred to generically as outcall routing Outcall routing permits companies to restrict the types of outbound calls change their dialing pattern determine the type of trunk to be used and determine the type of carrier to be used Overflow Calls Calls that cannot be handled by a primary service and spill over to an alternative service In the case of MAXCS this applies to outgoing calls finding all trunks busy for a given route table P PAD A Physical ADdress generalized to represent the physical slot on the processor chassis where an interface board is located and the channel assigned on that interface board represents an extension or trunk port Party1 Party1 found in the database schema represents the first extension originating an outbound call or answering a incoming call from a trunk In a call center Party1 is typically the first agent to answer the caller Party2 Party2 found in the database schema represents the second extension answering an incoming call as the result of receiving the call via a call tran
22. the MAXCS system A system integrator or database developer will need to write a custom query to extract data from the SQL database You can send reports from a number of different MAXCS systems to the same database Note Before you enable external logging using this window you need to set up and configure the database It should be ready to receive the reports before you enable the export here Note AltiGen does not provide any SQL backup and restore utility We strongly recommend that you use SQL Backup and Maintenance utility to perform daily backup and maintenance jobs and use a restore utility to restore the database If you need to reconstruct the SQL server run the External Logger Setup to create an empty calldb database before restore 8 CDR Manual CDR Overview To set up and enable RTM data collection to the local drive click the Add button Add External Log Service x Name Address Port 10027 Password Default Cancel Add a Name and IP Address for the Ezternal Log Service then click OK Call Center Events and CDR In call detail recording every individual call is tracked from its start time to its end time An incoming trunk call for instance starts with auto attendant answer The auto attendant IVR offers the caller specific routing choices and or collects information to intelligently route a call Queuing if it happens starts with the call leaving the auto attendant IVR includes ring time of
23. the agent phone and ends when an agent answers the phone Disconnects call abandons can happen at any time during the process All of this activity is summarized under talk time and wrap up time It is searchable via the CDR and WG CDR tabs of the CDR Search client Past and Present CDR Database Schema The CDR data schema has been redesigned and streamlined If you have a reporting package using past versions of AltiGen s CDR or SMDR the reporting package vendor will have to rewrite the reporting program to work with the new schema Rate Tables AltiWare 4 0 and higher and MAXCS 6 0 and higher do not support rate tables unlike previous releases This function must now be obtained by external applications found in reporting tools The CDR database has sufficient information to support rate and charge evaluation by external applications CDR Manual 9 e D fe lt D Configuration Areas Affecting CDR Information Migration If you are upgrading from OE 4 5 or earlier you will not be provided with any conversion tool for CDR records stored under OE 4 5 or prior releases Extension to Extension Call Reporting CDR Search includes records for internal calls between extensions and from internal extensions to workgroups This is in addition to information on incoming and outgoing trunk calls SMDR Cautions SMDR is a Mitel defined data schema for delivering basic call information out the RS232 s
24. 29 2003 13 00 100 wg one vi Both 1 Select the time range for the search e User Define the From To fields default to a range that includes the 10 previous days Edit the date and time for a custom range e Today sets the From To fields to the current date e Last 7 Days sets the From To range to the previous seven days 2 Select the Type of search e All Calls calls involving Auto Attendant IVR Ring No Answer Queue Voice Mail no VM recorded or VM recorded Connect Logon Logoff All Trunks Busy No session VM Access Forward Transfer VM Notify WG Abandoned Park System Park Conference Call Monitor Transfer Cancel Call Redirect Call Pick Up Dial Cancel Note When searching for All Calls in WG CDR the search results will not include workgroup agent login logout as the system does not recognize logging in out as a call e Connected Calls amp Messages Connected Calls plus Messages see below 22 CDR Manual Using CDR Search Connected Calls incoming calls answered by agent and outgoing calls made by agent when an Outgoing Workgroup is selected for the agent in the Workgroup Extension Configuration in Max Administrator Messages calls directed to voicemail Unanswered Calls incoming calls not answered by agent or workgroup abandoned in AA forward RNA queue voicemail WG abandoned call redirect no more session pick up by and dial cancel Calls abandoned also include all ca
25. All internal calls Set Type to Connected Calls Set Caller to Extension Set Callee to Extension 42 CDR Manual CDR Workgroup CDR Search Typical Searches To run a search on Use these fields and settings All internal calls to from a particular extension Set Type to Connected Calls Set Caller to Extension enter particular extension select Exact Set Callee to Extension enter particular extension select Exact All trunks busy Set Type to All Trunks Busy Set Caller to All Set Callee to All Example Workgroup CDR Searches To run a search on Use these fields and settings All incoming workgroup calls per agent Set Type to Connected Calls Enter Workgroup Number select Inbound Set Sort By to Agent All incoming workgroup calls per workgroup Set Type to Connected Calls Enter Workgroup Number select Inbound Set Sort By to N A All unanswered calls by workgroup Set Type to Unanswered Calls Enter Workgroup Number select Both Set Sort By to N A or Date Time All workgroup voicemail messages by workgroup Set Type to Messages Enter Workgroup Number select Both Set Sort By to Workgroup All calls to workgroup Set Type to All Calls Enter Workgroup Number select Both Set Sort By to N A or Date Time All calls to workgroup via specific DNIS Set Type to All Calls Enter Workgroup Number select Both Enter DNIS digits select Exact Se
26. NG AnswerWithin SLT Call is answered within the Service Level Threshold LONG 1 within 2 not within ExitState State when call is terminated LONG see end of this table for specifications for the 34 exit states CDR Manual 67 pue sp1099y Oo D wn o gt o 3 D Data Schema Database Element Definition Type Specification 1 Abandon to AA 2 Abandon to Operator 3 Abandon to Extension 4 Abandon to Outside Type of abandon Number AbnTargetType LONG gel yp forward target 5 Abandon to VM 6 Abandon to Application 7 Abandon to Others 8 Call Disconnected Type of Advanced AdvQAppType Queue Management LONG Application MMCallType Multi Media call type LONG ee The duration in seconds PeU a of a call hold current LONG priority in queue When a call is transferred CHAR from AA menu the IVRExitPoint Exit Point of IVR AA 63 system logs the exit AA point which is the AA item ID Data of IVR AA IVRData Baa UserData Agent input eee FormData Web form data CHAR URLData Last URL Bae DNIS name for CHAR PNISName incoming call 64 EzitState specifications see database element EzitState 1 Auto Attendant call exits in the AA IVR 2 Forward call is forwarded from an extension by configuration forwarding Za 68 CDR Manual Call Redirect call is redirected to another extension or trunk by the Al
27. al CHAPTER 3 Using CDR Search CDR client offers three ways to search call records e CDR Search lets you define a search by the type of call incoming or outgoing To perform this search you must log in as the administrator e Group CDR lets you specify a search by workgroup To perform this search you can log in as the administrator or as a workgroup supervisor e WG Statistics lets you search workgroup call data captured from the real time monitoring functions in the Workgroup Statistics tab of the MaxSupervisor client To perform this search you can log in as the administrator or as a workgroup supervisor Logging In There are two ways to log in to CDR search Administrator login lets you perform all three types of searches described above To log in as an administrator your extension must be designated as the Manager Extension in MaxAdmin See your system administrator for details Workgroup supervisor login lets you run a Group CDR search or a WG Statistics search To log in as a workgroup supervisor the option pack license must be installed on the server For information on obtaining a license contact your authorized AltiGen dealer Before you log in When you log in for the first time you need to know either the IP address or the name of the server you ll be linking to If you use the server name rather than the IP address CDR Search replaces the name with the IP address the next time you log in To obtain
28. allOverSL Maximum calls exceed LONG T SLT in record s period Maximum Service Level IntvMaxServiceLevel for WG Queue in LONG record s period Minimum Service Level IntvMinServiceLevel for WG Queue in LONG record s period 72 CDR Manual Records and Data Schema Table 11 WGSUMMARY Database Element Definition Type Specification Version Version of the record HAN E oe Server ID System ID LON NodelD assigned to a MAXCS G value 1 100 system in MaxAdmin GMT start time of record s LON StartTime period Seconds since G 1970 01 01 00 00 00 GMT end time of record s LON EndTime period Seconds since G 1970 01 01 00 00 00 Offset to GMT time includes daylight savings in LON MTO seconds ex Pacific G Summer time 22500 8 digit number representing LON E LocalDay date G e ja ex 20040608 06 08 2004 0 Sunday 1 Monday 2 Tuesday LON DayOfWeek Day of the week G 3 Weds 4 Thursday 5 Friday 6 Saturday WGNum Workgroup Number a Total inbound WG call LON NumihW6 call during interval G Total calls in queue during LON NuminCallinQ interval G Total queue duration during LON DurInCallQ time interval for all WG G inbound calls CDR Manual 73 Oo D wn o gt o 3 D pue sp1099y Data Schema queue or never in queue Database Element Definition Type Specification Total WG i
29. athe 10 Ring No Answer Configurations and VM 11 Login and Logout 0 eee ete 11 Changing Time Settings 11 CHAPTER 3 Using CDR Search 13 LOQQIng is Sean ee ee 13 Running a Search 18 CDR S alch 2 45 h4deu bebe em deel ead aod meet wd 18 Group CDR Search xix tati iow ta atch vine a 22 Workgroup Statistics Search 24 Search Results ste ena ead seo a Sd ee ed eave ae a Sy war os 25 Summary CDR Search and Group CDR Search 26 Call Details ici a rara ds 27 CDR Manual i Statistics WG Statistics 29 Exporting Records 0 cece AA 32 Printing Records o s ere acon aiaia dhap ee eee 33 CHAPTER 4 Data Storage 35 Common Features of ILS and ELS 35 Differences betweenILSandELS 36 Logger Service Configuration 36 External Logger Server Configuration Tool 37 Configuration GUI for External Logger Server 38 LIMITATIONS cit A AAA AA AA 39 CHAPTER 4 CDR Workgroup CDR Search Typical Searches 41 Example CDR Searches 42 Example Workgroup CDR Searches 43 Example Call Sequences and their Effect on CDR Records 44 CHAPTER 5 R
30. ber of connected calls for today Note Ifthe time range for the search is less than 1 day and Date Time is selected for Sort by CDR will list records hourly If time range for the search is longer than 1 day and Date Time is selected for Sort by CDR will list records daily 6 Click Search During the search a progress window appears 7 To cancel the search click Cancel Search results appear in the Summary window Refer to Search Results on page 25 for details on working with search results Workgroup Statistics Search Workgroup Statistics lets you search workgroup call data rtmData mdb records captured from the real time monitoring function in the Workgroup Statistics tab of the MaxSupervisor client To perform this search you can log in as the administrator or as a workgroup supervisor CDR Search CDR Group CDR WG Statistics 10 19 2003 10 29 2003 Workgroup Statistics El 110 ExtFiist o 24 CDR Manual Using CDR Search 1 Select the time range for the search e User Define the From To fields default to a range that includes the 10 previous days Edit the date and time for a custom range e Today sets the From To fields to the current date e Last 7 Days sets the From To range to the previous seven days 2 Select the Interval 1 day 1 hour or 15 minutes to specify the granularity of your search results o o e D uN D gt 9 gt zi Note This s
31. by a workgroup agent using the MaxA gent application to indicate the reason they made themselves unavailable to receive calls even though they may be scheduled for work For example code 20 could represent a lunch break RNA Ring No Answer the condition when a call reaches an extension and the called extension does not answer This can be true for any type of call to any extension However within a call center failure to reach an agent whose phone is in the signed on and idle state getting an RNA is a problem Calls getting an RNA from an agent phone will be sent back to the queue this is configurable in most cases The agent s phone will then be taken out of service Q le 10 17 gt lt Route Name The name of an outbound outcall route table entry This is useful to identify the type of routing treatment that was given to a call Route Table A set of outbound call routing choices provided by MAXCS within outcall routing are defined within a route table The route table identifies the trunks that should be used for calls assigned this route table It also provides for how the dialed number should be modified if at all and whether the number needs to be preceded by a carrier code such as 10XXX Route Table Name Same as Route Name Route Table Name is the name assigned to the route and Route Name is the same name shown in reports under the title Route Name Routes Route is the selected trunk to ca
32. ccount Code A number entered by a caller to represent how the call should be tracked or billed Agent A service representative who consistently handles customer inquiries of all types Agents Signed On Number of agents signed on to the phone system to be agents using their phone to sign on All Trunks Busy An All Trunks Busy record should have dialing extension in party1 dialing number in Trunk Remote Number If the call is made by out call routing out call route and overflow routes should be set All Trunks Busy means that there were no free outgoing trunks available for a given route Analog Telephone lines going to the central office trunks and or telephone lines going to the phone system desktop phonesets using standard analog communication voltage variations represent voice signals ANI Automatic Number Identification The phone number of the person or site making a phone call to the system ANI is provided on T1 PRI circuits only and represents the billing number of the caller not necessarily the phone number For example ANI for people calling from a company ASA Average Speed of Answer The amount of time on average that a company wants to answer incoming calls Also the actual average amount of time it takes before a caller is answered by an agent Auto Attendant Duration The amount of time a caller is listening and responding to call processing steps in the phone system auto attendant process A
33. ceptually be regarded as applications Call Duration Duration Average amount of time a call takes from phone system answer to phone system disconnect E Exit State The state of the call in the phone system when the caller decided to disconnect The nominally correct exit state is when a caller disconnects during conversation with a person or after leaving a voice message Exit state numbers help reporting tools describe the total calls that were abandoned early as well as normal calls ExitQ When the call exited a workgroup queue ExitVM When the call exited voicemail Extension The phone number of a phone on the phone system MAXCS has extension numbers representing phonesets analog IP virtual extensions logical locations and workgroups queues for agents H Handled Calls The number of calls actually processed successfully to a normal disconnect exit state For example answered by a person or the person completed a voice message or listening to a prompt Handled WG The number of calls handled by a workgroup in the phone system 82 CDR Manual In WG Average Duration The amount of time on average calls spent waiting for a free agent while in a queue Inbound Calls arriving into the phone system over trunks either public or private tie trunk lines IP Internet Protocol IP is used to represent the concept and practice of encapsulating voice into data packets carried on data networks both priva
34. cords and database schema see Records and Data Schema Summary CDR Search and Group CDR Search For CDR Search and Group CDR Search the Summary window displays the results Summary 13 12 00 PM 00 02 05 n a E a a a a a a a a a a a Lt Ki SSS Y Detail Export Print The Detail button opens the Detail window for a selected call Refer to Call Details for details 26 CDR Manual Using CDR Search Call Details You can drill down for detailed information on call records 13 1200 PM a 1 To see details on a call select a record in the Summary window and click Ki Detail o 3 e e D YN D o le gt yi The Detail window opens 03 02 2005 02 36 20 00 00 33 00 00 28 00 00 00 00 00 05 a n n n n 5 LI 4 2 To view call records right click a record in the Detail window and select Show Call Info CDR Manual 27 Search Results Ki gt Export Print Session ID Call Details When searching by Session ID the following window shows search results Summary 1 During this time 3 00 00 56 28 CDR Manual Using CDR Search For detailed information on this call record select the record and click the Detail button Cc Y 3 e O D 2 O gt le gt yi 03 02 2005 02 36 20 00 00 33 00 00 28 00 00 00 00 00 05 a a a a a E a n a a a a Right
35. create a new database the new database will then be used to store data CDR Manual 35 oO o 0 st e gt o D Differences between ILS and ELS e Status monitoring of connection between MAXCS and Logger Service User Database ID and Client ID can be used to verify connection to Logger Service Database ID is fixed to Default and cannot be found on any GUI Client ID is mentioned as Password in MaxAdmin and External Logger Service Configuration If the verification fails the status of the Logger Service is Invalid Password which can be monitored by the administrator e If no database is set up correctly or the database is shut down when Logger Service is starting 1t will be stopped Differences between ILS and ELS e Internal Logger Service Implements auto retain and backup mechanism 1 12 months Only MAXCS MaxAdmin within the same computer can connect to the Internal Logger Service e External Logger Service Supports Microsoft SQL Server see Hardware Requirements for versions supported No retain backup mechanism Any computer can connect to the server TCP port 10027 Any number of MAXCS systems with different System IDs can connect to the same Logger Service If two MAXCS systems with the same System ID try to connect to the same Logger Service the second Logger Service will get a System ID conflicted error When ELS is installed within Microso
36. doned to VM without Msg Count of calls abandoned to VM by caller pressing a digit or by system automatically redirecting caller to VM where the caller did not leave a message Overflowed Redirected Count of calls that overflowed from the workgroup queue or redirected to other destinations CDR Manual 53 pue sp1099y Oo D wn o gt o 3 D Search Results Field Definition Wait Time for Answered Calls Sum of wait time queue duration ring duration for Calls Answered Wait Time for Abandoned Calls Sum of wait time queue duration ring duration of all abandoned calls Lower half of window Totals Averages and Percentages Group Inbound Calls Summary Group Total Inbound Calls Total of all inbound calls including Answered Overflowed and all Abandoned calls Total Calls Without Queueing Total of calls with queue duration of zero Total Calls in Queue Total of Calls in Queue Total Galle Total of Calls Answered Answered Total calls Total of Overflowed Redirected Overflowed Total of Calls Abandoned which is the sum of Total Calls Abandoned in Queue Abandoned During Ring Abandoned Abandoned to Voice Mail and Abandoned to Others in the following sub categories Abandoned in Total of Calls Abandoned in Queue Queue praregned Total of Calls Abandoned during Ring during Ring Abandoned to Total of calls abando
37. e company would like a caller to have to wait for an agent is configurable in MaxAdmin Note See also data schema descriptions Session ID Number A unique number usually 9 digits or larger assigned by MAXCS to a call This number uniquely identifies a call If an incoming call is transferred by an agent to an outside trunk then an additional new CDR record is created however this additional record retains the same SessionID This permits reporting programs to combine CDR records for the same call SignOff The timestamp when a workgroup agent signed off from the workgroup SignOn The timestamp when a workgroup agent signed on to the workgroup SignOn Duration The difference between Sign on and Sign off pairs times in closest proximity An agent can sign on and off more than once each day so there may be multiple such pairings in the CDR database Spillover Overflow from one route table to the next T T1 T1 is a digital facility from the phone system customer premise to the central office or from one CPE site to another between systems T1 tie trunks Voice is encoded as zeros and ones on a channel i e conceptual trunk using industry standard encoding 86 CDR Manual Talk Duration The amount of time totaled or averaged that an extension services an incoming or outgoing call Average talk durations are useful in call centers to measure how well an agent handles callers Threshold The maximum amount of t
38. ecorded G Duration of outbound WG LON Durouiiecore calls that were recorded G Count of outbound WG calls LON NumOutXfer that were transferred by G agent Count of agent outbound LON NumOutWrapUp WG calls that entered wrap G up state Total outbound WG Wrap LON DurOutWrapUp up duration G Total number of calls hang up in queue with wait time a less than or equal to ees Service Level Threshold a within report interval QueueTime RingTime lt SLT Number of calls hang up in ring in queue or never in queue with wait time less NuminAbnDuringRing than or equal to Service LON WithinSLT Level Threshold within G report interval QueueTime RingTime lt SLT Number of calls leaving VM and with wait time less than E or equal to Service Level Nu mInAbnVmMsgWith Threshold within report bi interval QueueTime RingTime lt SLT CDR Manual 77 pue sp1099y Oo D wn o gt o 3 D Data Schema Database Element Definition Type Specification Number of calls abandoned without leaving VM and with wait time less than or equal Ween ia to Service Level Threshold o within report interval QueueTime RingTime lt SLT Number of calls abandoned to add on applications with a wait time less than or equal ee to Service Level Threshold oo within report interval QueueTime RingTime lt SLT Number of all other abandoned call
39. ecords and Data Schema 47 Search Results tico o las a 47 CDR Search Group CDR Search Results Summary Window 47 CDR Search Group CDR Search Results Detail Window 48 Record Window for Callinfo 48 WG Statistics Search Results Agent Statistics Window 50 Workgroup Statistics Window 53 Data Schema arra sos AI ints et ak te ee ey 55 GOSS ANY IA A AS E ea 81 INO OK ii AAA a WA UA WAA 91 ii CDR Manual CHAPTER 1 Installing CDR Search CDR Search is a client application that lets you search a Call Detail Reporting database You can install CDR Search on either the system server or on an administrator client desktop CDR Search 7 0 Update 1 works only with MAX Communication Server MAXCS ACC ACM 7 0 Update 1 Important MAXCS client programs earlier than MAXCS 7 0 Update 1 cannot be installed in the same computer running 7 0 Update 1 client programs System Requirements The client system must meet the following minimum requirements e IBM PC AT compatible system e 2GHz CPU e Operating systems e Windows Server 2003 Telecom server with SP2 e Windows Server 2008 with SP1 e Windows 2008 R2 e Windows 2012 R2 e Windows 7 e Windows 8 1 e 250 MB available hard drive disk space e 256 MB RAM e SVGA monitor 800 x 600 with 256 color display or better e Keyboard and mouse e MAX Communication Server ACC ACM 7 0 Update 1 running on a server acc
40. election is overridden by the interval setting in MaxAdmin If your search results produce greater intervals than you specified consult your system administrator 3 Select the type of search e Workgroup Statistics statistics on a specific workgroup e Agent Statistics per Workgroup statistics on a specific agent for a specific workgroup e Agent Statistics statistics on a specific agent for every workgroup to which the agent belongs Note See CDR Search Group CDR Search Results Summary Window on page 47 for workgroup statistics call data details 4 Depending on the type of search you selected specify a Workgroup and or Agent to search on 5 Click Search During the search a progress window appears To cancel the search click Cancel Search results appear in the Statistics window Refer to Search Results on page 25 for details on working with search results Search Results The type of search you perform determines the type of results you see e Summary which also enables drilldown to call Details and Records windows e Statistics All Results windows have the following buttons e Export exports selected calls to a csv file Refer to Exporting Records for details CDR Manual 25 Search Results e Print prints the selected calls Refer to Printing Records for details All Statistics windows WG Agent Statistics Per WG Agent also have a Stop button For explanations of re
41. ent Not Ready LONG o 8 PE Table 9 CDRMAIN 3 0 gt 35 Database Element Definition Type Specification pe Version Version of the record LONG 2 OE ACM 5 0A Server ID System ID NodelD assigned to a MAXCS LONG value 1 100 system in MaxAdmin CDR Manual 63 Data Schema Database Element Definition Type Specification StartTime GMT start time of record s period Seconds since 1970 01 01 00 00 00 LONG EndTime GMT end time of record s period Seconds since 1970 01 01 00 00 00 LONG GMTOffset Offset to GMT time includes daytime savings in seconds ex Pacific Summer time 25200 LONG LocalDay 8 digit number representing date ex 20040608 06 08 2004 LONG Format yyyymmdd DayOfWeek Day of the week LONG 0 Sunday 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Saturday SessionIiD Session ID a unique number usually 9 digits or larger assigned by MAXCS to a call LONG SequencelD A unique number to identify multiple records of same call same Session ID beginning with 0 LONG TrunkCall Trunk call or external call LONG 1 Internal 2 Trunk Call Direction Direction of the call incoming or outgoing LONG 1 Incoming 2 Outgoing OriginalPriority The first priority set by the system for this call 1 9 LONG 64 CDR Manual Records
42. er accessing the system User Data e Ifa callis processed via auto attendant and information is collected and offered to an external application using the DDR function in auto attendant then the external application can populate this field with information about the call collected or otherwise CDR Manual 87 Q le 10 17 gt lt e The structure of user data is an array or buffer of name value pairs You can have as many pairs as you wish but the total buffer is only 128 bytes long A name value pair is your own field name followed by the field value Each name value pair is separated from others by an character e User data can be loaded into messages sent to the system via AltiGen s ActiveX control AltiX e User Data can be received within messages sent by AltiServ to an external application via the auto attendant DDR step and received by an application using AltiGen s ActiveX control AltiX e User data is preserved when calls are transferred between extensions and between extensions across multiple MAXCS systems e User data is useful for screen pops and automated processing application The customer needs to employ a system integrator in order to implement the use of User Data V VM Box Extension The voice message mailbox is an extension number where calls are sent to leave messages VM box extensions are used for workgroups in call centers as well as the standard uses for individuals VM S
43. erial port to external recording and reporting applications While AltiGen has provided an SMDR interface it has had many problems in terms of accuracy and consistency of information delivery SMDR is not CDR CDR is historical and is a database containing call records SMDR is a real time delivery of a subset of this information We recommend that you use the new CDR not the SMDR for reporting and billing applications No improvements or corrections have been made to SMDR Configuration Areas Affecting CDR Information How calls are routed in outcall routing is reflected in the CDR record The route names configured in MaxAdmin will appear in the route table name area of the records Multi Project Naming Each extension table entry in MaxAdmin has a field to identify the extension owner If a name is placed in this field that name will be used in the CDR record to represent the project or department associated with the particular extension Wrapup Setting the wrapup time or supporting AltiX ActiveX controls can affect the level of CDR information For example using ActiveX for AltiLinkPlus a client application can place wrapup data into the User Defined data field of the CDR record This is useful if the user wants to correlate business information with call handling information revenue achieved versus talktime by agent A system integrator is required to use AltiGen s AltiX ActiveX control 10 CDR Manual CDR Overview Ring
44. ervisor client application and made available to a dedicated feature the WG Statistics tab in the CDR Search client The difference between call detail recording described immediately below and the RTM records is that call detail recording tracks every individual call from auto attendant through disconnect while RTM reporting takes snapshots of call center data at continuous intervals ranging from every 15 minutes to every 24 hours Such data contains statistics counts sums totals averages and percentages on items such as the number of calls in the workgroup s queue the amount of time callers waited in the queue and the number of calls that were abandoned from the queue during the searched time period This data is stored in its own database which is configured for backups storage limits and the granularity of your data determined by the interval size via settings in Max Admin The RTM Statistics Database The RTM statistics database called rtmData mdb is installed automatically with MAXCS in a folder called AltiDB in any location the user chooses CDR Manual 5 e D e lt 2 Ss Real Time Monitoring and the CDR Client Select Disk Drives x Setup will use the following disk drives for AltiDB and AltiDB Backup You can choose any other local drive which has at least 500MB free space for both AltiDB and AltiDB Backup aos E DBBackup jc Twa You can se
45. essible to this client CDR Manual 1 5 D r D D O 5 Hardware Requirements Hardware Requirements External database server should be at least Pentium 4 1 GHz with 512M RAM The following external CDR databases are supported e Microsoft SQL Server 2008 e Microsoft SQL Server 2008 Express e Microsoft SQL Server 2005 e Microsoft SQL Server 2000 Important Refer to Limitations for a list of limitations for CDR Search Pre Installation Checklist Before installing CDR Search make sure the following is done MAXCS 7 0 Update 1 ACC or ACM has been installed on the system server TCP IP is enabled on both machines The client is able to connect to the server on the network The person installing CDR Search has local administrator rights on the client system To install CDR Search on a Client Machine 1 Log in to the client machine using a domain account and make sure it is connected to the network on which the system is running Exit all Windows applications Insert the MAXCS Release 7 Update 1 DVD into the drive In the CDR gt CDRSearch_Client folder run Setup exe Follow the step by step installation instructions as they appear on the screen Note If CDR Search is running outside of a network and is used to query internal databases ports 10025 10027 and 10029 need to be opened 2 CDR Manual Uninstalling CDR Search 1 Downgrade Procedure 1 4 Installing CDR Search Fro
46. essing a digit or the system redirects the call to VM Total Queue time for calls LON DurlnAbnVmMsg abandoned to VM leaving G voice message Total Ring time for calls ee abandoned to VM leaving a voice message Number of calls abandoned to VM without leaving VM redirected to VM from LON NUmInabnvmNoNiso queue by caller pressinga G digit or the system redirecting the call to VM Total Queue time for calls LON DurlnAbnVmNoMsg abandoned to VM without G leaving message Total Ring time for calls rabta aes abandoned to VM without a 9 leaving message Number of calls abandoned LON NuminAbnToApp to add on applications G Total Queue time for calls LON DurlnAbnToApp abandoned to add on G applications Total Ring time for calls DurlnAbnToApp_Ring abandoned to add on LON Time applications in queue or G never in queue Number of all calls abandoned to a target other LON NuminAbnToOthers than VM when caller in G queue presses a digit Total Queue time for LON DurlnAbnToOthers NuminAbnToOthers calls G DurlnAbnToOthers_Ri Total Ring time for LON ngTime NuminAbnToOthers calls G CDR Manual 75 pue sp1099y Oo D wn o gt o 3 D Data Schema Database Element Definition Type Specification DurlnAbniInQ_RingTime D urlnAbnDuringRing_RingTi me DurlnAbnVmMsg_ Ring LON DurlnAbnQRing Time DurlnAbnVmNoMsg_ G RingTime DurlnAbnToApp _RingTime D
47. estarted When the configuration is changed the Configuration Tool will automatically restart Logger Service Note There is no configuration tool for Internal Logger Server because all parameters are fixed CDR Manual 37 External Logger Server Configuration Tool Configuration GUI for External Logger Server Ez External Logger Server Config O x Database ID Defaul About External Logger Password Default ODBC Source Name Extemal Logger Database y Test Description Microsoft Access Driver mdb Login 1D admin Password m Purge Microsoft Access Database only Active database reataining period E month s MV Archive purged records fa 4 month s per archive file For ELS only Database ID Password ODBC Source Name Login ID and Password are configurable Other parameters such as TCP port and buffer folder cannot be changed If the database is a Microsoft Access Database ELS can purge and back up the database on demand Testing the DB Dialog The Test button is used for testing and diagnosing the ODBC database It can test whether the ODBC source Login ID and password are correct and that the CDR RTM tables of the database are compatible with the current Logger Server Important It is strongly recommended that you run this test after you have changed any database parameters If the configuration tool cannot connect to the ODBC source it will pop up the following dialog boxes
48. ft SQL Server the installation program will create the database ODBC configuration and other configuration by default If it is installed to work with remote SQL the customer must manually configure the Logger Service first Logger Service Configuration MaxAdmin can configure CDRLogDLL add register and remove New Logger Server for MAXCS remotely but they cannot configure Logger Server 36 CDR Manual Data Storage In order to implement remote manager ability a Log Service configuration window can be accessed in Max Admin e Log Service Config a x m Log Services r Detail Status Name SQLServer Address sql altigen com Port 1218 Status Connected Success 14536 Error 13 Bytes Sent 10585465 Bytes Received 75684 Queue Status OK Incoming Queue 1 Outgoing Queue 90 Queue File Number 11 Queue File Size 1294032 bytes Queue File Folder C Altiware Queue gt Name Address Status localhost 10 10 0194 Connected SQLServer sql altigen com Connected Add Edit Remove Use the Log Service Configuration window to Add Edit and or Remove a Log Service oO gt r o 0 ab e gt e o External Logger Server Configuration Tool The External Logger Configuration Tool is used to configure Logger Server Currently all configurations are saved into registry so any change in configuration will not work unless Logger Service is r
49. gent MaxSupervisor MaxInSight MaxOutlook MaxCall Enterprise Manager AltiServ AltiLink AltiConsole VRPlayer Zoomerang IPTalk Alti Mobile Extension InTouch Dialer AltiReport and SuperQ are trademarks or registered trademarks of AltiGen Communications Inc All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers Copyright AltiGen Communications Inc 2014 All rights reserved Contents CHAPTER 1 Installing CDR Search 1 System Requirements 1 Hardware Requirements 1 Pre Installation Checklist 2 To install CDR Search on a Client Machine 2 Uninstalling CDR Search 2 Downgrade Procedure 2 CHAPTER 2 CDR Overview 5 Real Time Monitoring and the CDR Client 5 The RTM Statistics Database 5 Internal Database Configuration Internal Logger Service 7 External Remote Logging of Call Data 8 Call Center Events and CDR 9 Past and Present CDR 9 Configuration Areas Affecting CDR Information 10 Multi Project Naming 10 Wa ia daa putea Peete ets a
50. h 7 0 Update 1 2 Enter the IP address or name of the Server 3 Enter your Extension and Password Check the Save password check box to store your log in password for the next time you access CDR Search CDR Manual 15 Logging In Note AltiServ maintains a counter for each extension to track login failures Up to 8 login attempts are allowed after which login will be disabled from 1 to 24 hours depending on the settings in MaxAdmin 4 Select Workgroup supervisor login and click OK 5 Inthe CDR Server dialog box select the database containing the data you want to access then click Select CDR Server Extemal sql Enabled Connected LI Select Note This option is available only when the external logger service is installed on the SQL Server and External CDR Logging is enabled Consult your system administrator for more information 6 Inthe Password panel that opens select the workgroups you want enter the password for each and click OK to open the CDR Search main window 16 CDR Manual Using CDR Search Select Workgroup Password 555 h Gi Cc o gt e e D 07 D o 2 gt yi gt z z z gt z z v Save WorkGroup password 3 9 This will allow access to the workgroup CDR and workgroup statistics If you enter an invalid password the Password window reopens A red X appears before the problem workgroup Re enter t
51. he password and click OK For multiple workgroups If you re enter an invalid password for one workgroup the CDR Search main window will open but the workgroup will not appear in the Workgroup list and thus will not be available as a search criterion Select Workgroup Password x ET E 1 e Poco CDR Manual 17 Running a Search Running a Search The CDR Search main window has three tabs CDR Group CDR and WG Statistics CDR Search CDR Group CDR 7300 CDR Search CDR Search lets you search all calls internal and external To perform this search you must log in as the administrator 1 Select the time range for the search e User Define the From To fields default to a range that includes the 10 previous days Edit the date and time for a custom range e Today sets the From To fields to the current date e Last 7 Days sets the From To range to the previous seven days e Session ID searches calls by Session ID 2 Select the Type of search Note If searching by Session ID enter a Session ID number in the blank field then press the Search button 18 CDR Manual Using CDR Search To a Caller lan gt Ina Callee fan Jost El a 1 o a a User Define Today Last Days Session ID a _ _ gt gt E gt APIIM _ Session ID 11108788965 D From Y g 2 py DNIS E gt Project pat y AcctCode a Sort by fi A All Calls calls involving
52. hile C is ringing B drops and A drops Call A with C gets this exit state 34 Transfer Connected A calls B and is connected A presses flash dials C and is connected too A drops Call A with C got this exit state Table 10 WGRTSUMMARY Database Element Definition Type Specification Version Version of the record LONG E 0 NG E ACM Server ID System ID NodelD assigned to a MAKCS LONG value 1 100 system in MaxAdmin GMT start time of record s period StaniTime Seconds since 1970 01 LONG 01 00 00 00 GMT end time of EndTime record s period LONG Seconds since 1970 01 01 00 00 00 70 CDR Manual Records and Data Schema Database Element Definition Type Specification Offset to GMT time includes daylight GMT Offset savings in seconds ex LONG Pacific Summer time 22500 8 digit number representing date LocalDay p 9 Long Format ex 20040608 06 08 yyyymmdd 2004 0 Sunday 1 Monday 2 Tuesday DayOfWeek Day of the week LONG 3 Wednesday 4 Thursday 5 Friday 6 Saturday WGNum Workgroup Number LONG Total Agent configured CurNumAgentCfg to the WG LONG Total Agents Un Staffed CurNumAgentUnStaff Snapshot at EndTime LONG Total Agents Logged CurNumAgentLogout Out Snapshot at LONG EndTime Total Agents Error CurNumAgentError Snapshot at EndTime LONG Total Agents Busy CurNumAgentBusy Snapshot at EndTime LONG
53. ime a company wants an incoming caller to wait before they are serviced by an extension an agent This is related to service level and is expressed as we want calls be serviced 90 of the time service level in less than 20 seconds threshold Transferred Calls Calls transferred to an extension another workgroup auto attendant voice messaging or an outgoing trunk Trunk The conceptual term for a voice connection to the outside world such as the central office or another site When analog circuits are involved the physical wire pair is called a trunk When digital circuits are involved the trunk is a logical dedicated channel on the digital connection When IP trunks are mentioned it means a data packet with a specific destination IP address being sent out on a LAN or WAN Trunk PAD Number The board and channel numbers respectively 0102 Trunk Remote Number e The target phone number of an outgoing call or e The CALLID ANI for an incoming call or The IP address of the target far end system for either incoming or outgoing IP calls Note The use of trunk is a misnomer Transfer Trunk Number If a call is transferred by an extension to a phone number outside the phone system then the target phone number is placed in this field U URL If a caller enters the system via the Internet using AltiGen s AltiWeb software Web Button then this field will contain the URL address for the call
54. lls routed to go somewhere other than a workgroup where a workgroup has busy call handling set not to queue o o e D uN D gt 9 gt zi All Trunks Busy outgoing calls aborted due to busy signals Agent Login out calls sorted by the login out times of workgroup member extension numbers Note See Table 9 CDRMAIN for call data details Select the Workgroup whose call records you want to search In the search criteria fields enter data for Caller Target DNIS Project or Acct Code as desired Use the drop down lists located to the right of the Caller Target DNIS Project or Acct Code value fields to further define the value match for your record search Exact retrieves records that exactly match the field value entered Like retrieves records that begin with the field value entered Pat retrieves records that contain the field value in any part of the extension trunk digits Select to Sort by Date Time sorts day by day or hour by hour if you select Today as the time range for the search Agent sorts by agent Workgroup sorts by workgroup Trunk sorts by trunk N A search without sorting retrieves total number of records Note For faster searching using N A to sort records is recommended CDR Manual 23 Running a Search For example when you search for Connected Calls the time range as Today and sorting by N A CDR will retrieve the total num
55. m the Windows Start menu go to Control Panel gt Add Remove Programs Select CDR Search 7 0 Update 1 and click the Remove button Click Yes when asked if you want to uninstall the program 5 D r D D O 5 Go to Control Panel gt Add Remove Programs and remove the CDR Search 7 0 Update 1 program and ALL OTHER 7 0 Update 1 client applications including MaxCommunicator MaxA gent MaxSupervisor MaxOutlook and AltiConsole Reboot your system Go to lt local drive gt Program Files AltiGen Shared FilesW and remove AlpInterface dll Note The AlpInterface might be located under WinNT System32 AWindowsiSystem321 or some other location Use the Search for Files and Folders feature to locate and remove all AlpInterface dll files from the system Install the prior CDR Search software CDR Manual 3 Downgrade Procedure 4 CDR Manual CHAPTER 2 CDR Overview AltiGen s Call Detail Recording CDR solutions include data creating recording collecting and reporting While CDR can be used for individual and departmental billing timecards and market analysis this manual places special emphasis on CDR s use for call center applications The data schema are designed to provide information for PBX call center billing multi project and performance tracking information Real Time Monitoring and the CDR Client Workgroup call data is captured from the real time monitoring function of the MaxSup
56. nbound calls answered by agents during interval If a login agent uses pick call from queue feature in MaxAgent this LON Numinanswered counter is incremented If G the call is transferred or parked this call is considered out of workgroup Talk duration of incoming calls NumInAnswered starting from the time an LON Durintalk agent answered a call until G the call is disconnected transferred or parked Total Queue time for LON DurinAnsQ answered inbound WG calls G Total ring time for answered LON DurinAnsRing inbound WG calls G Count of transferred LON Numlnxter incoming workgroup calls G Number of Wrap ups for LON NuminWrapUp workgroup incoming calls G Wrap up duration for LON DurinwrapUp incoming calls G Total number of calls hang LON NuminAbninQ up in queue G Total queue time of calls LON DurlnAbninQ hang up in queue G DurlnAbninQ_RingTim Total ring time of calls hang LON e up in queue G Number of calls hang up LON NumInAbnDuringRing during ring in queue or G never in queue a Total Queue time for calls LON DurlnAbnDuringRing hang up during ring G Total Ring time for calls DurlnAbnDuringRing_ A Bs as aa LON RingTime hang up during ring in G 74 CDR Manual Records and Data Schema Database Element Definition Type Specification Number of calls abandoned to VM leaving voice message transferred to VM LON NumInAbnVmMsg from queue by caller G pr
57. ndow Exporting Records You can export records in csv format from the Statistics Summary Detail and Record windows To export records from the Statistics window 1 Click Export 2 Click OK to open the Save As dialog box To export records from the Summary Detail and Record windows 1 Do one of the following To export specific records select the records you want then click Export In the Select window that appears select Export only selected records e To export all records click Export In the Select window that appears select Export All Records 2 Click OK to open the Save As dialog box 32 CDR Manual Using CDR Search Printing Records You can print records from the Statistics Summary Detail and Record windows To export records from the Statistics window 1 Click Print 2 Click OK to open the Windows Print dialog box o o e D uN D gt 9 gt zi To print records from the Summary Detail and Record windows 1 Do one of the following e To print all records click Print In the Select window that appears select Print out all records To print specific records select the records you want then click Print In the Select window that appears select Print out only selected records 2 Click OK CDR Manual 33 Printing Records 34 CDR Manual CHAPTER 4 Data Storage MAXCS can store data using either an Internal Logger Service ILS or up
58. ned to voice mail which is the a sum of Leave VM and Without VM in the following Voice Mail sub category Leave VM Total of Calls Transterred to VM Without VM Total of Calls Abandoned during VM Total of calls redirected to a target other than VM Abangongd to when caller in queue presses a digit Abandoned to App or Others q P g i application is also included Historical Service Level Total Calls Answered Within SL Total of Calls Answered with Queue Duration less than or equal to the Service Level Threshold configured in Workgroup Configuration window of MAXCS MaxAdmin 54 CDR Manual Records and Data Schema Field Definition Total Inbound Talk Time Total of Calls Answered Duration Average Inbound Talk Time Total Inbound Talk Time divided by Total Calls Answered Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by Total Calls Answered Average Wait Time for Overflowed Calls Total Wait Time Queue Duration Ring Duration for Overflowed Calls divided by Total Calls Overflowed Average Wait Time for Abandoned Calls Total Wait Time Queue Duration Ring Duration for Abandoned Calls divided by Total Calls Abandoned Total Wait Time for Answered Calls Total of Wait Time Queue Duration Ring Duration for Answered Calls Total Wait Time for Overflowed Calls Total Wait Time Queue Duration Ring Duration for overfl
59. only set Caller to Extension and Callee to Trunk then enter the appropriate numbers e To search for incoming calls only set Caller to Trunk and Callee to Extension then enter the appropriate numbers To search for internal station to station calls set Caller and Callee to Extension Use the drop down lists located to the right of the Caller and Callee value fields to further define the value match for your record search e Exact retrieves records that exactly match the field value entered e Like retrieves records that begin with the field value entered e Pat retrieves records that contain the field value in any part of the extension trunk digits Example 252 is the Callee value entered in the blank field If exact is selected any record with only 252 in the Callee field is retrieved If like is selected with this value any records where 252 begins the Callee field for example 252 9712 252 9713 is retrieved If pat is selected with this value any records with 252 in any part of the Callee field is retrieved for example 252 9712 946 2525 4 Inthe search criteria fields enter data for DNIS Project or Acct Code as desired Use the drop down lists located to the right of the DNIS Project and Acct Code value fields to further define the value match for your record search 20 CDR Manual Using CDR Search e Exact retrieves records that exactly match the field value entered e
60. or incoming calls LONG NumInWGVM Count of WG calls to agent s VM with message LONG DurlnWGVM Total duration of voicemail message LONG NumInWGHold Number of incoming calls hold by agent One call hold multiple times count once only LONG DurlnWGHold Hold duration of incoming calls LONG NumOutWGConnect ed Count of outgoing connected calls including trunk and extension calls LONG DurOutWGTalk Talk duration of outgoing connected calls NumOutWGConnected from the time the call enters Connected state until disconnected parked or transferred LONG NumOutWGWrapUp Number of wrap ups for outbound WG calls LONG DurOutWGWrapUp Wrap up duration for outbound WG calls LONG NumOutWGHold Count of outbound WG hold calls by agent One call on hold multiple times will count once only LONG DurOutWGHold Hold duration of outbound workgroup calls LONG CDR Manual 59 pue sp1099y Oo D wn o gt o 3 D Data Schema Table 4 AGENTPERWGSUMMARY3 Database Definition Type Specification Element Version Version of the record LONG 2 OE ACM 5 0A Server ID System ID NodelD assigned to a MAXCS system LONG value 1 100 in MaxAdmin A Unigue ID to link to mal AGENTPERWGSUMMARY1 LONG The total time agent was DurLogin logged in LONG Table 5 AGENTSUMMARY1
61. or a called CHAR TargetNum target 41 TargetName Name for a called target gi Tenant name for called TargetTenant target CHAR Project ID for called TargentProject target LONG TargetWGNum Target workgroup CHAR number A A unique Session ID for WGSessionID workgroup call LONG Workgroup number for OutGoingWG an outgoing call while LONG agent login ConfSessionID Conference Session ID LONG DNIS number for CHAR DNIS incoming call 33 AccountCode Account code GHAR 1 10 digits in length 11 66 CDR Manual Records and Data Schema Database Element Definition Type Specification AADuration Duration in seconds an incoming call is connected to the Auto Attendant IVR multiple connections to AA IVR in a single session produces multiple records LONG RingDuration Duration in seconds a call is ringing and in workgroup queue LONG QueueDuration Duration in seconds when a call stays in a queue LONG VMDuration Duration in seconds after a call goes into a voicemail box includes greeting false attempts at messages successful message and review of message LONG VMRecDuration Duration in seconds of recording time for a VM message that was completed LONG HoldDuration Duration in seconds while a call is on hold LONG TalkDuration Duration in seconds of talk time LONG RecordDuration Duration in seconds of recording LO
62. orkgroup NumInDirAnswered incoming call answered LONG Total talk duration of direct DurlnDirTalk non workgroup incoming LONG calls Count of direct inbound Sp ount of direct inboun 2 D Naive voicemail message LONG Dg N Total duration of direct of DurInpirvM inbound voicemail message LONG 2 v 35 The number of direct 2 incoming call put on hold NuminDirHold One call on hold multiple LONG times will count once only Total hold duration of direct DurInDirHold incoming calls LONG CDR Manual 61 Data Schema Database Element Definition Type Specification Number of direct outgoing NumOutDirConnected connect dicalis LONG Total talk duration of direct DurOutDirTalk non workgroup outgoing LONG connected calls Count of direct outbound calls on hold One call on Ramu hold multiple times will LONG count once only Total hold duration of direct DurOutDirHold Sutbound calle LONG NumAgentBusy es of times agent is LONG usy The duration of time when DurAgentBusy agent is busy LONG Number of times agent NumInWrapUp entered Wrap Up LONG Wrap up duration of DurlnWrapUp incoming workgroup calls LONG Number of wrap ups for NumOutWrapUp outbound workgroup calls LONG Wrap up duration for DurOut Wrapup outbound workgroup calls Table 7 AGENTSUMMARY3 Database Element Definition Type Specification Version Version of the record LONG E Pra D Ser
63. owed calls Total Wait Time for Abandoned Calls Total of Wait Time Queue Duration Ring Duration for Abandoned Calls Total Outbound Connected Calls Total of Outgoing Calls Total Outbound Talk Time Total of Outgoing Calls Duration Average Outbound Talk Time Total Outbound Talk Time divided by Total Outbound Connected Calls Data Schema This section describes the data schema used in CDR and RTM records Table 1 AGENTACTIVITY Database Definition Type Specification Element f Version of the Version record LONG 2 OE ACM 5 0A Server ID System 1D assigned to a Eo NodelD MAXCS system in LONG value 1 100 MaxAdmin CDR Manual 55 Oo D wn o gt D 3 D pue sp1099y Data Schema Database Definition Type Specification Element GMT time when activity occurs Time_Stamp Seconds since LONG 1970 01 01 00 00 00 Offset to GMT time includes daytime savings in GMTOffset seconds ex Pacific LONG Summer time 25200 8 digit number representing date LocalDay LONG Format yyyymmdd ex 20040608 06 08 2004 0 Sunday 1 Monday 2 Tuesday DayOfWeek Day of the week LONG 3 Wednesday 4 Thursday 5 Friday 6 Saturday Agent Extension AgentNum Number LONG WGNum Workgroup Number LONG 1 Staff 2 UnStaff 3 Login 4 Logout Activity Activity of the Agent LONG 5 Ready 6 DNDFWD 7 Not Ready
64. ransferred or parked call is considered out of this workgroup Sum of talk duration of incoming answered workgroup calls Talk duration lasts from the time an In Talk Time agent answers the call until the time the call is disconnected parked or transferred Hold time is not included in talk time Count of connected outbound workgroup calls Out Call Ans Agent needs to login to outbound workgroup 50 CDR Manual Records and Data Schema Field Definition Sum of talk duration of connected outbound workgroup calls Talk duration lasts from the time the Out Talk Time call is connected until the time the call is disconnected parked or transferred Hold time is not included in talk time Lower half of window Totals Averages and Percentages Total Inbound Calls Answered Total of In Calls Ans Total Talk Time Total duration of In Talk Time Average Talk Time Total Talk Time divided by Total Inbound Calls Answered Total Connected Outbound Calls Total Talk Time Total of Out Call Ans Total duration of Out Talk Time Average Talk Time Total Talk Time divided by Total Connected Outbound Calls Total Number of Wrap Up Total number of Wrap ups for both incoming and outgoing workgroup calls Total Wrap up Time Total of Wrap up duration time while agent is in wrap up state for both incoming and outgoing calls Average Wrap up Time Total Wrap
65. rry a phone call to the outside world Route Tables determine which routes should be used and how to use them If one route is too busy no trunks available then the Route Table can be configured with an alternative choice Ultimately the call takes a single final route CDR Manual 85 S Score This may or may not be found in the reports created within Call Analyst depending on applications created by the customer not Call Analyst or AltiGen Score is a number that represents how well a supervisor believes an agent has handled a particular call that the supervisor has silently monitored Using the UserDefined fields provided in MAXCS s ActiveX AltiLink protocol and in its CDR data schema a customer can associate a score with a call Note This is a custom implementation Service Level The percentage of calls meeting the expectation for service set by the owner of the call center system When reported in the AltiClient screens Service Level is a real time snap shot of any given exact moment in the workgroup queue of calls meeting or exceeding performance When reported in other custom reporting packages based on historical CDR data the service level will represent the average over a given time interval defined by the program Service level is the number of calls waiting less than a threshold time interval divided by the total number of calls in queue over the same interval The threshold which is the maximum amount of time th
66. s for example Ext WG External AA IVR with wait time less eee ee than or equal to Service a Level Threshold within report interval QueueTime RingTime lt SLT WG calls overflowed to other target with wait time dae less than or equal to NumInOverflowWithin Service Level Threshold LON SLT he G within report longerval QueueTime RingTime lt SLT Table 12 EXTINFORMATION Database Definition Type Specification Element Version Version of the record LONG 2 OE ACM 5 0A Server ID System ID assigned to A NodeiD a MAKCS system in MakAdmin LONGT ette cicios ExtNum Extension number LONG Type Type of the extension LONG FirstName First name of the extension ie LastName Last name of the extension ies 78 CDR Manual Records and Data Schema Database Definition Type Specification Element GMT timestamp when extension is created seconds since 01 01 i 1970 00 00 00 0 means the StartTime extension has been created for the LONG first time Non zero means actual start time GMT timestamp when the Brae extension is removed LONG Offset to GMT time when the StartTimeGM extension is created includes LONG Format TOffset daylight savings in seconds ex yyyymmdd Pacific Summer time 25200 Offset to GMT time when the EndTimeGM extension is removed includes LONG Format TOffset daylight savings in seconds ex yyyymmdd Pacific Summer time 25200 Revi
67. sfer or call pick up In a call center Party2 is typically the second agent often a supervisor who answered the call Note Party2 accumulates the call handling time for any additional successive call transfers or call processing Therefore the times shown for Party2 can represent more than one additional extension to have handled an incoming call The MoreThan2WG CDR field will indicate if the Party2 field represents multiple extensions handling the call after the first Party 1 agent PRI ISDN Primary trunks Project OutCalls MAXCS provides some not all of the features businesses find useful in shared project environments 84 CDR Manual One supported area is tracking who placed an outbound call by business name or dialing plan This name is called the project name is configured in MaxAdmin under each extension and is placed in the CDR record each time that particular extension places an outbound call The field is multi purpose so it can also be used by businesses wanting to track calls by department for bill back purposes Mixed use is not supported for example project and department Q Queued Call A call that has entered the queue as a result of not finding any free agents in a workgroup or for an extension and must now wait for an extension to become free The queue duration associated with a queued call includes the ringing time of the target extension R Reason Code A number from 0 255 that was entered
68. sion ID beginning from 0 the RevisionID bigger the number the older the LONG record Table 13 WGMEMBER Database Definition Type Specification Element Version Version of the record LONG 2 OE ACM 5 0A Server ID System ID assigned to ee model a MAXCS system in MaxAdmin LONG value 15100 WGNum Workgroup Number LONG ExtNum Agent Number LONG GMT timestamp when extension is created seconds since 01 01 A 1970 00 00 00 O means the StartTime extension has been created for the LONG first time Non zero means actual start time GMT timestamp when the EndTime extension is removed LONG Offset to GMT time when the StartTimeG extension is created includes LONG Format MTOffset daylight savings in seconds ex yyyymmdd Pacific Summer time 25200 CDR Manual 79 pue sp1099y Oo D wn o gt o 3 D Data Schema Database Definition Type Specification Element Offset to GMT time when the EndTimeGM extension is removed includes LONG Format TOffset daylight savings in seconds ex yyyymmdd Pacific Summer time 25200 Revision ID beginning from 0 the RevisionID bigger the number the older the LONG record 80 CDR Manual Glossary A Abandonment Incoming call where the caller decides to disconnect before completing a call processing state in the phone system listening and handling auto attendant while waiting in queue or while in voice mail See also short calls A
69. t Sort By to Workgroup CDR Manual 43 wn D gt 9 gt D o 449 ajdwes Example Call Sequences and their Effect on CDR Records To run a search on Use these fields and settings Set Type to All Trunks Busy All trunks busy for workgroup Enter Workgroup Number select trunks for outbound calls Outbound Set Sort By to N A Set Type to Unanswered All Unanswered Calls by Agent Enter Workgroup Number select Both Set Sort By to Agent Example Call Sequences and their Effect on CDR Records One objective of the CDR record is to track the talk time of agents and individuals for incoming and outgoing calls Many call sequences are possible The following are examples of inbound and outbound calls to a call center and sequences of recorded results in the CDR Detail report Example 1 Ext 102 calls Operator Operator transfers Ext 102 to Ext 309 Ext is connect to Ext 309 The result is three sessions logged for this event Detail 239 1006926010 11 30 01 09 46 42 00 01 15 00 00 23 00 00 46 TRANSFER 64 105 217 139 102 64 105 217 139 1 022 LJ El a m L E LJ LI L LJ LJ Figure 1 CDR record sessions for Example 1 Example 2 External party calls and connects directly to Ext 105 The result is one sessions logged for this event 44 CDR Manual CDR Workgroup CDR Search Typical Searches alD SessionID Date Time Duration Wait Time Talk Time Exit State Caller ID
70. t up call reporting if MAXCS and MaxAdmin are installed on the same server In MAXCS call reporting distinguishes between call detail data which records every call made to out of and within the MAXCS system and RTM data which is workgroup related statistical data captured from the real time monitoring function used in the MaxSupervisor client application Both types of data can be set up for call reporting or logging although their storage systems are different e Call detail data can be logged to your local drive to a remote server and or exported via a COMM port e RTM data is always logged to your local drive Data logged to your local drive is stored in a directory called AItiDB which 1s located by default on the root of the drive where MAXCS is installed Files are stored in mdb format Backups if you choose to make them are created in a subdirectory called DBBackup which in turn contains three subdirectories MCDR for Advanced Call Data RTMCALL for Call Data and RTMDATA for RTM data These three types of data have separate report screens in the CDR Search client and are described in the CDR documentation 6 CDR Manual CDR Overview To set up and use call reports in MaxAdministrator select System gt System Configuration then click the Call Reports tab System Configuration x General Number Plan Business Hours Holiday System Speed Call Restriction AccountCode Call Reports Country Relevant
71. tart Time The time a call enters the voice mail system to potentially record a message W WorkGroup The workgroup is an extension representing a collection of individual extensions such that each of these individual extensions can service a call arriving at the workgroup extension number If none of these extensions is available at the time a call arrives then the call is queued for this particular workgroup a workgroup queue In the call center sense the workgroup can be configured for longest available agent queuing Wrapup Duration The amount of time an agent takes to handle transaction information on another system or on paper after handling a caller Once the caller disconnects the agent s phone can be configured to be unavailable to the workgroup queue for a fixed or variable period of time even though the agent s extension is still signed onto the queue This allows the agent time to wrap up 88 CDR Manual The wrapup time can be a fixed number of minutes after which the agent is forced back into taking calls or it can be variable controlled by MaxA gent where the agent releases their phone for the next call The settings can be designed to allow agents to control the wrapup time until a limit occurs the fixed time o le 1 172 gt lt CDR Manual 89 90 CDR Manual Index A AGENTACTIVITY 55 AgentActivity 79 AGENTPERWGSUMMARY1 57 58 60 62 AGENTSUMMARY 60 62 C call
72. te and public including the Internet IP Extension An extension within the MAXCS phone system based on encapsulated voice connections IP voice as opposed to analog phonesets AltiGen supports physical and IP phone sets IP Trunk A digital connection to a LAN or Wide Area Network WAN that can handle IP encapsulated voice transmissions L Line Pairs of wires that carry voice over analog circuits to the central office i e trunks Sometimes also used as station lines extensions and trunk lines trunks Log off with reason code An agent can log out of a workgroup because they have a lunch break classes or other reasons The manager establishes the meaning of numeric codes and the system records them when used MaxWaitTime The maximum amount of time a call has waited in queue to be handled Minutes outbound While many fields may represent duration in minutes or seconds in this case the use of minutes is the number of billable minutes for phone calls This is particularly of interest for outbound phone calls and is useful for billing comparisons N NodelD The MAXCS system number from 0 128 that was assigned to a given system in MaxAdmin The number is used to separate CDR records from different AltiServ systems when the records are collected jointly at one site using one database server for consolidated reporting CDR Manual 83 Q le 10 17 gt lt O Outbound Calls placed by users
73. the IP address ask your system administrator Note If you are connecting to the Internet through a modem establish a connection from your computer to your ISP before you log in to CDR search CDR Manual 13 o o e D uN D gt 9 gt zi Logging In Logging in Administrator Login 1 From the Windows Start menu select Programs gt CDR Search gt CDR Search 7 0 Update 1 gt a 10 10 1 169 2 Enter the IP address or name of the Server 3 Enter your Extension and Password Check the Save password check box to store your login password for the next time you access CDR Search Note AltiServ maintains a counter for each extension to track login failures Up to 8 login attempts are allowed after which login will be disabled from 1 to 24 hours depending on the MaxAdmin setting 4 Select Administrator login and click OK In the CDR Server dialog box select the database containing the data you want to access then click Select 14 CDR Manual Using CDR Search CDR Server a External sql Enabled Connected Cc Y 3 e O D 2 O 2 le gt yi Note This option is available only when the external logger service is installed on the SQL Server and External CDR Logging is enabled Consult your system administrator for more information Logging in Workgroup Supervisor Login 1 From the Windows Start menu select Programs gt CDR Search gt CDR Searc
74. tiLinkPlus command Redirect Records and Data Schema 4 Ring No Answer call rang target but no agent answered 5 Busy call tried to ring an agent but the agent extension was busy 6 Queue call abandoned from the workgroup queue 7 Queue Overflow call was forwarded by workgroup overflow configuration 8 Connected call connected with an agent then disconnected 9 Conference caller is conferenced with others then disconnected 10 Conference Member every member of a conference call will have a record with this exit state 11 Hold A calls B and is connected B uses MaxCommunicator MaxAgent to hold this call B drops and now A is in Hold state Then A drops Call A gets this exit state 12 Transfer call is transferred by an agent who pressed flash to transfer this call A calls B and is connected B presses flash dials C and is connected to C B drops Call A with B gets this exit state 13 Transfer destination unavailable A calls B A presses flash and dials C C rings but no answer A drops Call A with C gets this exit state 14 Transfer Cancel A calls B B presses flash calls C and is connected Then B presses flash to disconnect C and connect back with A Call B with C exits with transfer cancel 15 Go to VM w out leaving vm A calls B B is busy or ring no answer A goes into B s voice mail A drops without leaving any voice mail 16 Go to VM with leaving vm
75. to report error information and to re input login information 38 CDR Manual Data Storage Microsoft SQL Server Login i x 5 Connection failed SQLState 28000 SQL Server Error 18456 Microsoft ODBC SQL Server Driver SQL Server Login failed for user sa x Data Source Goldcoin Use Trusted Connection Cancel Login ID sa Help Password ooo Options gt gt When the ODBC information is correct the tool will check all tables required and will try to find all differences If the database in not compatible the OK button will be disabled oO gt r o e ab e gt e o Database Checking Result x Name_____________ CDR RTM Record Required Current in database AGENTACTIVITY Matched Matched AGENTPERWGSUMMARY Matched Matched AGENTSUMMARY Matched Matched CDRMAIN Matched Matched WGRTSUMMARY Matched Matched WGSUMMARY Matched Matched Limitations e One Internal Logger Server per computer e One External Logger Server per computer e One Super Logger Server per computer e One Internal External and Super Logger Server can be installed in the same computer CDR Manual 39 External Logger Server Configuration Tool e One MAXCS can only output data to at most one Internal Logger Server and two External Logger Servers e Internal Logger Server only serves MAXCS of same computer e Internal Logger Server only supports Microsoft Access Database e
76. to two External Logger Service ELS CDR Search can use either ILS or CDR to search stored data Call detail record data CDR and workgroup related statistical data RTM are stored in the same database but in different tables These two storage systems are described below Common Features of ILS and ELS Status can be monitored in MaxAdmin through the bottom of the Main Window or through the Call Report window System gt Call Report Broken and reconnection mechanism implemented on e TCP connection between MAXCS ACM and Logger Service e Database connection between Logger Service and database When the connection is broken the sender will cache all data to the first in first out buffer The sender will try to reconnect the receiver automatically Once the connection is back all data will be sent The buffer is stored in memory and hard disk The size limitation of each buffer is 1G data for approximately two months or free size of hard drive is less than 512 MB whatever is met first When the buffer is overflowed the earliest data is dropped Auto check and upgrade database at startup when Logger Service starts it performs the following 1 Compares CDR structure with the current database used by configuration 2 If they are the same there is no change 3 If they are different and the data can be upgraded it will be automatically upgraded 4 Ifthe database cannot be upgraded it will rename the old database and
77. ual 45 ETE gt 3 1 Q D Example Call Sequences and their Effect on CDR Records 46 CDR Manual CHAPTER 5 Records and Data Schema This section contains explanations of the CDR search results records including the data schema Important In order to reduce the storage space of the database records with all zero files are not written to the database Search Results This section explains the fields in all the CDR Search results windows CDR Search Group CDR Search Results Summary Window This is shown in Summary CDR Search and Group CDR Search Field Definition ID Number assigned by CDR Search to this record Time Extension Workgroup Trunk Date Start time for this record if sorting by Time Extension for this record if sorting by Extension Workgroup for this record if sorting by Workgroup Trunk for this record if sorting by Trunk Date for this record if sorting by Date Total Records Total CDR records of the type searched for Note One call may have multiple CDR records logged Therefore the number of records may not match the number of calls in WG Statistics screens Total Duration Sum of duration of the calls in the records where duration lasts from Start Time to End Time see Record Window for Call Info for explanations of these fields CDR Manual 47 pue sp1099y o 5 e o gt D 3 D Search Results
78. up Time divided by Total Number of Wrap up Agent Statistics per Workgroup Window Shown in Statistics WG Statistics Field Definition Upper half of window ID Number assigned by CDR Search to this record Date Date of time interval Time Time interval for these call statistics Count of incoming workgroup calls that were answered by an agent if a login agent uses Pick Call from Queue feature in MaxAgent this counter In Call Ans is also incremented If the incoming workgroup call is answered by an agent then transferred or parked the transferred or parked call is considered out of this workgroup CDR Manual 51 Oo D wn o gt o 3 D pue sp1099y Search Results Agent Statistics per Workgroup Window Shown in Statistics WG Statistics Field Definition Sum of talk duration of incoming answered workgroup calls Talk duration lasts from the time In Talk Time an agent answers the call until the time the call is disconnected parked or transferred Hold time is not included in talk time Count of connected outbound workgroup calls Out GallrAns Agent needs to log in to outbound workgroup Sum of talk duration of connected outbound workgroup calls Talk duration lasts from the time Out Talk Time the call is connected until the time the call is disconnected parked or transferred Hold time is not included in talk time Date and time agent last
79. urlnAbnToOt hers_RingTime DurlnAbninQ DurlnAbnDur ingRing DurlnAbnVmMsg LON DurlnAbnQ DurInAbnVmNoMsg Durln G AbnToApp DurlnAbnToOt hers WG calls overflowed or LON NuminOverflow redirected to other target G Total Queue time for LON DurlnOverflowQ overflowed or redirected G calls Total ring time for all LON DurlInOverflowRing overflowed or redirected G calls Total calls answered with wait time less than or equal nats to Service Level Threshold LON NuminArisWithinSLT within report interval G QueueTime RingTime lt SLT Number of inbound WG calls were ever hold by LON NuminHold agent One call on hold G multiple times will count just one time Duration of inbound WG LON DurinHold calls were hold by agent G Number of inbound WG LON NuminRec rd calls were recorded G Duration of inbound WG LON DurinRecord calls were recorded G Number of WG outbound LON NumOutConnected connected calls G Duration of outgoing WG calls NumOutConnected LON DurOutTalk from the call enters G Connected state until disconnect 76 CDR Manual Records and Data Schema Database Element Definition Type Specification Number of outbound WG calls that were put on hold LON NumOutHold by agent One call on hold G multiple times will count just one time Duration of outbound WG LON DurOutHold calls put on hold by agent G Number of outbound WG LON NumOutRecord calls that were r
80. ver ID System ID NodelD assigned to a MAXCS LONG value 1 100 system in MaxAdmin Unique ID to link uid AGENTSUMMARY1 LONG Count of workgroups that CountLogonWG agent is logged into LONG The login duration when DurAgentLogon agent logs into atleastone LONG workgroup 62 CDR Manual Records and Data Schema Database Element Definition Type Specification f Number of times agent is NumAgentAvailable available LONG The duration while agentis DurAgentAvailable available state LONG Table 8 AGENTSUMMARY4 Database Element Definition Type Specification The following values are significant only when an agent logs into at least one workgroup If an agent doesn t log into any workgroup all values should be zero Version Version of the record LONG E daa Server ID System ID assigned to boas i waha a MAKCS system in MakAdmin LONG value 17100 Unique ID link to uid AGENTSUMMARY1 LONG NumAgentDND Number of times agent entered LONG DND DurAgentDND Total duration of the DND LONG Number of times agent enable NumAgentFWD extension forward and enter FWD LONG state DurAgentFWD Duration of agent in FWD state LONG Number of times agent enter Error NumAgentError State while login LONG Duration of agent in Error State DurAgentError while login LONG NumNotReady SAN of Agent enters Not Ready LONG OD DurNotReady Duration of Ag
81. verage Call Duration The average amount of time calls are taking from phone system answer to phone system disconnect C CallerID The phone number of the calling party CallerID differs from ANI in that CallerID is the phone number of the phone from which the caller is calling as opposed to the billing number for the phone If a caller is calling from a business the CallerID will be different from the ANI number in most cases CDR Manual 81 Q le 10 17 gt lt Calls in Queue The number of calls waiting in a queue for an agent or answering device Carrier Voice telephone network provider such as AT amp T MCI and Sprint Carrier The 10XXX dialed number which is used by a caller or the system to inform the local switching system which Carrier has been selected to handle the phone call For example AT amp T is 10288 CLID Caller Line Identification European term for CallerID D Disconnect When a call disconnects from the phone system if an extension disconnects first then if a incoming caller disconnects first then DNIS Direct Number Inward Service The phone number dialed by the caller Usually companies purchase a block of DNIS numbers from the local central office so they may give customers direct access to key employees DNIS numbers can be 800 numbers which represent specific types of service offered to the public by a company DNIS numbers in call centers therefore can con
82. y and Dial Cancel CDR Manual 41 on D gt 9 gt y o 449 ajdwes Example CDR Searches Example CDR Searches To run a search on Use these fields and settings All outgoing trunk calls system wide Set Type to Connected Calls Set Caller to All Set Callee to Trunk All incoming trunk calls system wide Set Type to Connected Calls Set Caller to Trunk Set Callee to Extension enter particular extension select Exact All outgoing trunk calls for a particular extension Set Type to Connected Calls Set Caller to Extension enter particular extension select Exact Set Callee to Trunk All connected incoming trunk calls for a particular extension Set Type to Connected Calls Set Caller to Trunk Set Callee to Extension enter particular extension select Exact All internal and external calls from a particular extension Set Type to Connected Calls Set Caller to Extension enter the particular extension select Exact Set Callee to All Allincoming trunk to extension and trunk to trunk calls system wide originated by extensions Set Type to Connected Calls Set Caller to Trunk Set Callee to All All internal and external connected calls system wide Set Type to Connected Calls Set Caller to Extension Set Callee to All All incoming calls to a particular extension from trunk Set Type to All Set Caller to Trunk Set Callee to Extension

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