Altigen AltiContact Manager Version 4.6 Especificaciones

1Call DetailReportingfor AltiWare Open Edition (OE) Release 4.6and AltiContact Manager (ACM) Release 4.6ManualRevised 06/2003 4403-0012-4.6

Logging In2 CDR Manual3. Insert the AltiWare OE or AltiContact Manager CD into the CD ROMdrive.4. In the CDR>CDRSearch_Client folder, run Setup.exe

Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen)92 CDR Manual

IndexCDR Manual 93IndexAaddressAltiGen Communications, Inc. 2AltiGen Communicationsphone numbers 2AltiGen Communications, Inc.address 2Ccalldetail 21s

Using CDR SearchCDR Manual 3Using CDR SearchLogging in - Administrator login1. From the Windows Start menu, select Programs > CDR Search >CDR Se

Logging In4 CDR Manual5. Click OK to open the User Mode window.Figure 2. User Mode window6. Select Administrator login and click OK.Logging in - Workg

Using CDR SearchCDR Manual 5Using CDR Search4. Select the database containing the data you want to access.• Internal database—DBF database on the serv

Logging In6 CDR ManualThis will allow access to the workgroup CDR and workgroup statis-tics.If you enter an invalid password, the Password window reap

Using CDR SearchCDR Manual 7Using CDR SearchRunning a SearchThe CDR Search main window has three tabs: CDR, WG CDR, and WGStatistics.Figure 7. CDR tab

Logging In8 CDR Manual• All Calls—calls involving: Auto Attendant/IVR, Ring No Answer,Queue, Voice Mail (no VM recorded or VM recorded), Connect,Logon

Using CDR SearchCDR Manual 9Using CDR Search• Exact - retrieves records that exactly match the field value entered• Like - retrieves records that begi

Logging In10 CDR Manual6. Click Search. During the search, a progress window appears. Tocancel the search, click Cancel.7. Search results appear in th

Using CDR SearchCDR Manual 11Using CDR Search• All Calls—calls involving: Auto Attendant/IVR, Ring No Answer,Queue, Voice Mail (no VM recorded or VM r

2WARNING!Toll fraud is committed when individuals unlawfully gain access tocustomer telecommunication systems. This is a criminal offense.Currently, w

Logging In12 CDR Manual• Trunk—sorts by trunk• N/A—search without sorting, retrieves total number of records.Note: For faster searching, using N/A to

Using CDR SearchCDR Manual 13Using CDR SearchFigure 9. WG Statistics tab of the CDR Search windowTo run a WG Statistics search:1. Select the time rang

Search Results14 CDR Manual• Agent Statistics—statistics on a specific agent for everyworkgroup to which he/she belongsNote: See “CDR Search and WG CD

Using CDR SearchCDR Manual 15Using CDR SearchSummary (CDR Search and WG CDR Search)For CDR Search and WG CDR Search, the Summary window displays there

Search Results16 CDR ManualCall DetailsYou can drill down for detailed information on call records.2. To view call records, right-click a record in th

Using CDR SearchCDR Manual 17Using CDR SearchFigure 12. The Record window (Call Info)Figure 13. The Record window (Advanced Call Info - trunk calls on

Search Results18 CDR ManualStatistics (WG Statistics)For Workgroup Statistics searches, the Statistics windows display theresults of your search. Ther

Using CDR SearchCDR Manual 19Using CDR SearchExporting RecordsYou can export records in csv format from the Statistics, Summary, Detail,and Record win

Printing Records20 CDR Manual

CDR Manual 21CDR OverviewCHAPTER2CDR OverviewAltiGen’s Call Detail Recording (CDR) solutions include data creating,recording, collecting, and reportin

CDR Manual iContentsWarranty...vCHAPTER 1UsingCDRSearch ...1Installing CDR Sea

Real-Time Monitoring and the CDR Client22 CDR ManualFigure 1. AltiServ installation

CDR OverviewCDR Manual 23CDR OverviewAfter installing AltiWare, the user configures rtmData.mdb using the CallReports window in AltiAdmin/ACM Admin.Fi

Real-Time Monitoring and the CDR Client24 CDR ManualThe Enable and Retain Records parameters are unchanged from theprevious version of AltiWare, excep

CDR OverviewCDR Manual 25CDR OverviewTable 3. AltiDB backup scheduleIf Remove is selected, the Save and Renew settings are disabled andno backups are

Past and Present CDR26 CDR ManualRate Tables. AltiWare 4.0 and higher does not support rate tables,unlike previous releases. This function must now be

CDR Manual 27Data StorageCHAPTER3Data StorageCDR Search can store data using either an Internal Logger Service (ILS) oran External Logger Service (ELS

External Logger Service28 CDR ManualExternal Logger ServiceExternal Logger Service is an optional add-on feature to CDR and requiresthe purchase and a

Data StorageCDR Manual 29Data StorageTo install the External Logger Service (ELS) program on the SQL server:1. Insert the AltiWare OE 4.6 or AltiConta

External Logger Service30 CDR ManualAfter starting the ELS, and after configuring the AltiWare external CDRoptions, the system begins delivering CDR r

CDR Manual 31Sample CDRSearchesCHAPTER4CDR and Workgroup CDR Search— Typical SearchesThis section contains examples of how to run various CDR and Work

ii CDR ManualCHAPTER 4CDR and Workgroup CDR Search — Typical Searches . .31CHAPTER 5RecordsandDataSchema ...35SearchResults ..

32 CDR ManualAll outgoing trunk calls for aparticular extensionSet Type to Connected CallsSet Caller to Extension, enterparticular extension, select E

CDR and Workgroup CDR Search — Typical SearchesCDR Manual 33Sample CDRSearchesAll internal calls to/from aparticular extensionSet Type to Connected Ca

34 CDR ManualAll calls to workgroup Set Type to All CallsEnter Workgroup Number, select BothSet Sort By to N/A or Date/TimeAll calls to workgroup vias

CDR Manual 35Records andData SchemaCHAPTER5Records and Data SchemaThis section contains explanations of the CDR search results records,including the d

Search Results36 CDR ManualSearch ResultsThis section explains the fields in all the CDR Search results windows.CDR Search and WG CDR Search Results W

Records and Data SchemaCDR Manual 37Records andData SchemaWait Time AADuration plus VMDuration plus HoldDurationplus WaitDuration (see Table 1, “CDR C

Search Results38 CDR ManualRecord Window for “Call Info”Shown in “Call Details” on page 16Node ID Server ID (System ID) assigned to an AltiWare system

Records and Data SchemaCDR Manual 39Records andData SchemaWorkgroupNumberWorkgroup number for an incoming callOutgoingWorkgroupWorkgroup number for an

Search Results40 CDR ManualRecord Duration Duration in seconds of NOVO recordingExit State State of call when it was disconnected (see Table 1,“CDR Ca

Records and Data SchemaCDR Manual 41Records andData SchemaDuration Durationofcallinseconds(EndTime minus Start Time)Trunk Count Number of “Trunk” reco

CDR Manual iiiWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free fromdefects in material and workmanship

Search Results42 CDR ManualRoute1 Outcall Route Name, as set inAltiAdmin/ACM AdminRoute2 Outcall Route Name, as set inAltiAdmin/ACM AdminPARTY Start T

Records and Data SchemaCDR Manual 43Records andData SchemaWorkgroup Number Workgroup number for anincoming callOutgoing Workgroup Workgroup number for

Search Results44 CDR ManualWG Statistics Search Results WindowsTalk Duration Duration in seconds from the timethe call is answered by a personuntil it

Records and Data SchemaCDR Manual 45Records andData SchemaCalls Answered Count of calls that were answered by an agent; ifa single call is routed to s

Search Results46 CDR ManualTotal Calls Answered Total of Calls AnsweredCalls Transferred toVoice MailCount of calls transferred to VM (by callerpressi

Records and Data SchemaCDR Manual 47Records andData SchemaAgent Statistics per Workgroup WindowShown in “Statistics (WG Statistics)” on page 18Field D

Search Results48 CDR ManualLogin Time TimeagentloggedintoWGLogout Time Time agent logged out of WGLogout Reason Logout ReasonLower half of window (Tot

Records and Data SchemaCDR Manual 49Records andData SchemaAverage Talk Time Total Talk Time divided by (Total CallsAnswered plus Total Outgoing Calls)

Search Results50 CDR ManualOutgoing Calls Count of outgoing callsOutgoing CallsDurationSum of duration of Outgoing Calls, whereduration lasts from the

Records and Data SchemaCDR Manual 51Records andData SchemaLower half of window (Totals, Averages, and Percentages)Total Calls Total of all calls, incl

iv CDR Manual3. Shipping, installation, set-up and removal service charges.How to Obtain ServiceEnd user customers should contact your Authorized Alti

Search Results52 CDR ManualTotal Wait Time forAnswered CallsTotal of Wait Time for Answered CallsTotal Wait Time forAbandoned CallsTotal of Wait Time

Records and Data SchemaCDR Manual 53Records andData SchemaData Schema This section describes the data schema used in CDR and RTM records.Table 1: CDR

Search Results54 CDR ManualCallerTypeType of line for an incoming call UBYTE 0=Unknown1=Ext analog2=Ext IP3=Ext PHS (notused)4=Ext virtual5=Ext WG11=t

Records and Data SchemaCDR Manual 55Records andData SchemaTargetTypeType of line for an outgoing call UBYTE 0=None1=Ext analog2=Ext IP3=Ext PHS (notus

Search Results56 CDR ManualTenant Tenant name for trunk UCHAR(31)AccountCodeAccount code UCHAR(11)1—10 digits inlengthAADurationDuration in seconds an

Records and Data SchemaCDR Manual 57Records andData SchemaExitStateState when call is terminated ULONG (see boxedinset)Table 1: CDR Call FormatDatabas

Search Results58 CDR ManualTable 2: CDR Logon-Off FormatLogoffReasonLogoff reason code UBYTEURL URL when “call” is initiated byAltiWeb user clicking t

Records and Data SchemaCDR Manual 59Records andData SchemaTable 3: CDR Wrap-Up FormatWGNum Workgroup Number UCHAR(8)LogoffReasonLogoff reason code UBY

Search Results60 CDR ManualWGNum Workgroup Number UCHAR(8)Duration Wrap up duration time ULONGExitStateState when call is terminated ULONG (see boxedi

Records and Data SchemaCDR Manual 61Records andData SchemaRTM Data SchemaTable 4: RTM Data FormatDatabaseElementDefinition Type Specification/* CDR Cl

CDR Manual vEffect of State LawThis warranty gives you specific legal rights, and you may also have otherrights which vary from state to state. Some s

RTM Data Schema62 CDR ManualNumInCall Callsansweredbyanagent;ifacall is forwarded to andanswered by multiple agents,the count is increasedshort * Call

Records and Data SchemaCDR Manual 63Records andData SchemaNumCallAbandoneBeforeAnswerTotal abandoned calls (duringVM, queue, and RNA)short CC–A–B=* Ca

RTM Data Schema64 CDR ManualAgent DataNodeID Server ID (System ID)assigned to an AltiWaresystemin AltiAdmin/ACM AdminULONG value: 1–100Date Day inform

Records and Data SchemaCDR Manual 65Records andData SchemaWrapUpDurationTheamountoftimeforWrapup, where Wrapup lastsfrom agent-set “Not Ready” to“Read

RTM Data Schema66 CDR ManualNumNotReadyNumber of not ready, notincluding wrap upshortNotReadyDurationTotal duration of the not readyperiodULONGLocalDa

Records and Data SchemaCDR Manual 67Records andData SchemaNumInCall Calls answered; if a call isrerouted to and answered bythe same agent, the count i

RTM Data Schema68 CDR ManualLogoutDurationThe total time agent waslogged out since midnightULONGLocalDate Date String yyyymmddTable 4: RTM Data Format

Records and Data SchemaCDR Manual 69Records andData SchemaGlossary of TermsAAbandonment - Incoming call where the caller decides to disconnect beforec

RTM Data Schema70 CDR ManualCCallerID - The phone number of the calling party. CallerID differs fromANI in that CallerID is the phone number of the ph

Records and Data SchemaCDR Manual 71Records andData SchemaHHandled Calls - The number of calls actually processed successfully to a normaldisconnect e

vi CDR Manual

RTM Data Schema72 CDR ManualNNodeID - The AltiServ system number (from 0–128) that was assigned to a givenAltiWare system in AltiAdmin/ACM Admin. The

Records and Data SchemaCDR Manual 73Records andData SchemaPRI - ISDN Primary trunksQQueued Call - A call that has entered the queue as a result of not

RTM Data Schema74 CDR ManualSScore - This may or may not be found in the reports created within Call Analystdepending on applications created by the c

Records and Data SchemaCDR Manual 75Records andData SchemaSpillover - Overflow from one route table to the next.TT1 - T1 is a digital facility from th

RTM Data Schema76 CDR ManualTransfer-Trunk Number -Ifacallistransferred by an extension to a phonenumber outside the phone system, then the target pho

Records and Data SchemaCDR Manual 77Records andData SchemaWWorkGroup - The workgroup is an extension representing a collection ofindividual extensions

Configuration Areas Affecting CDR Information78 CDR ManualWrapupSetting the wrapup time or supporting AltiX ActiveX controls can affectthe level of CD

Records and Data SchemaCDR Manual 79Records andData SchemaExample Call Sequences and their Effect on CDR RecordsOne objective of the CDR record is to

Example Call Sequences and their Effect on CDR Records80 CDR ManualFigure 2. CDR record sessions for Example 2Example 3 - External party calls office

Records and Data SchemaCDR Manual 81Records andData SchemaReporting Fields GlossaryCDR Timestamps and DatesThe CDR data schema is provided with basic

CDR Manual 1Using CDR SearchCHAPTER1Using CDR SearchCDR Search is a client application that lets you search a Call DetailReporting database. You can i

Reporting Fields Glossary82 CDR Manual

CDR Manual 83TAPIT CDR LoaderCHAPTER6TAPIT CDR LoaderTAPIT EX is a call management and accounting software package fromTrisys Inc. that works with Alt

Setting Up TAPIT and CDR Loader for Single Node (AltiGen)84 CDR Manual3. CDR Loader requires special setup depending on the type ofinstallation (Singl

TAPIT CDR LoaderCDR Manual 85TAPIT CDR Loader7. Open Tapit CDR Loader (Start/Tapit CDR Loader/CDR Loader).The CDR Loader screen appears.Settings for S

Setting Up TAPIT and CDR Loader for Single Node (AltiGen)86 CDR ManualSettings for Access database:(For SQL Server instructions refer to page 4)a. Cli

TAPIT CDR LoaderCDR Manual 87TAPIT CDR Loader8. If required, enter new values in Process record every____minutesand Main Output File fields. It is rec

Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen)88 CDR Manual16. Click on the Close button.17. Restart the SMDR Monitor application.18. To

TAPIT CDR LoaderCDR Manual 89TAPIT CDR LoaderEach location should have the following options set:a. Path - accept the default value.b. Time to call: a

Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen)90 CDR ManualMax_S = 4S_001=1,Main_99S_002=4,Comm_00S_003=3,Comm_01S_004=5,Comm_02;where S_

TAPIT CDR LoaderCDR Manual 91TAPIT CDR Loader11. Click on the Close button.12. Restart Remote Manager.13. Restart the SMDR Monitor application.14. To