Altigen Call Detail Reporting User manual

Call Detail
Reporting
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised 11/2007 Version #3 4403-0012-5.1

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 is
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.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, ACM Admin, AltiVR Player, Zoomerang, IPTalk, 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. 2006. All rights reserved.
4403-0012-5.1

CDR Manual i
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
CHAPTER 1
Installing CDR Search on a Client System . . . . . . . . . . . . . . .1
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
To install CDR Search on a Client Machine . . . . . . . . . . . . . . . . . . 2
Installation Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Uninstalling CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
CHAPTER 2
Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Group CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Workgroup Statistics Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Summary (CDR Search and Group CDR Search) . . . . . . . . . . . 18
Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Statistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Exporting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CHAPTER 3
CDR Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
Real-Time Monitoring and the CDR Client . . . . . . . . . . . . . . . . . . 25
The RTM Statistics Database . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

ii CDR Manual
Internal Database Configuration (Internal Logger Service). . . . 27
External (Remote) Logging of Call Data. . . . . . . . . . . . . . . . . . 28
Call Center Events and CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Past and Present CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Configuration Areas Affecting CDR Information . . . . . . . . . . . . . 30
Routing and Route Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Multi-Project Naming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Wrapup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Ring No Answer Configurations and VM . . . . . . . . . . . . . . . . . 31
Login and Log-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Conference Call Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing Time Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
CHAPTER 4
Data Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Common Features of ILS and ELS . . . . . . . . . . . . . . . . . . . . . . . . 33
Differences between ILS and ELS . . . . . . . . . . . . . . . . . . . . . . . . 34
Internal Logger Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
External Logger Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Logger Service Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
External Logger Server Configuration Tool . . . . . . . . . . . . . . . . . 35
Configuration GUI for External Logger Server. . . . . . . . . . . . . 36
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
CHAPTER 4
CDR and Workgroup CDR Search — Typical Searches . .39
Example Call Sequences and their Effect on CDR Records . . . . . 42
CHAPTER 5
Records and Data Schema . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

CDR Manual AltiView 4.5 User Guide iii
Warranty
What The Warranty Covers
AltiGen Communications warrants its hardware products to be free from defects in material
and workmanship during the warranty period. If a product proves to be defective in material
or workmanship during the warranty period, AltiGen Communications will, at its sole option,
repair, refund or replace the product with a like product.
How Long the Warranty Is Effective
All AltiGen Communications products are warranted for one year for all parts from the date
of the first end user purchase.
Whom the Warranty Protects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,
unauthorized product modification, or failure to follow instructions supplied with
the product.
b) Repair or attempted repair by anyone not authorized by AltiGen Communications.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations or failure.
f) Use of supplies or parts not meeting AltiGen Communications’ specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3. Shipping, installation, set-up and removal service charges.
How to Obtain Service
End user customers should contact your Authorized AltiGen Dealer for service.
Authorized AltiGen Dealers must follow the steps below for service:

iv AltiView 4.5 User GuideCDR Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
Allmaterials beingreturned toAltiGen musthave anassociatedRMA number.RMA numbers
are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN
(258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service. AltiGen
reserves the right to refuse return of any material that does not have an RMA number. The
RMAnumber shouldbe clearlymarked onthe outsideof thebox inwhich the materialis being
returned. For example:
Attn.: RMA # 123
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Upon authorization of return, AltiGen will decide whether the malfunctioning product
will be repaired or replaced.
2. To obtain warranty service, you will be required to provide:
a) the date and proof of purchase
b) serial number of the product
c) your name and company name
d) your shipping address
e) a description of the problem.
3. Foradditional informationcontactyour AltiGenDealeror AltiGenCommunications, Inc.
via e-mail at [email protected].
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. Some states do not allow limitations on implied warranties and/or do not
allow the exclusion of incidental or consequential damages, so the above limitations and
exclusions may not apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen
Communications dealer for warranty information and services.

CDR Manual 1
Using CDR Search
C HAPTER 1
Installing CDR Search on a Client
System
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 5.1 works only
with AltiWare ACC 5.1 or AltiWare ACM 5.1.
Important: AltiWare client programs earlier than 5.1 cannot be installed in
the same PC running 5.1 client programs.
System Requirements
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• Intel 133 MHz Pentium or equivalent
• Windows 2000 Server/Professional with SP4, or Windows XP
Professional
• 250 MB available hard drive disk space
• 256 MB RAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and mouse
• AltiWare ACC/ACM 5.1 running on a server accessible to this client.
Hardware Requirements
• External database server should be at least Pentium 4, 1 GHz with
512M RAM.
Important: Refer to “Limitations” on page 37 for a list of limitations for
CDR Search.

Pre-Installation Checklist
2CDR Manual
Pre-Installation Checklist
Before installing CDR Search, make sure the following is done:
• AltiWare ACC 5.1 or AltiWare ACM 5.1 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 PC.
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.
2. Exit all Windows applications.
3. Insert the AltiWare CD into the CD ROM drive.
4. In the CDR > CDRSearch_Client folder, run Setup.exe. Follow the
step-by-step installation instructions as they appear on the screen.
Installation 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.
Uninstalling CDR Search
1. From the Windows Start menu, select Programs > CDR Search >
Uninstall CDR Search 5.1.
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the CDR
Search 5.1 program and ALL OTHER 5.1 client applications
(including AltiAgent, AltiView, AltiSupervisor and AltiConsole).
2. Reboot your system.

Installing CDR Search on a Client System
CDR Manual 3
Using CDR Search
3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and
remove AlpInterface.dll.
Note: The AlpInterface might be located under
“\WinNT\System32\”, “\Windows\System32\” or some other
location. Use the Search for Files and Folders feature to
locate and remove all AlpInterface.dll files from the system.
4. Install the CDR Search 5.1 software.

Downgrade Procedure
4CDR Manual

CDR Manual 5
Using CDR Search
C HAPTER 2
Using CDR Search
CDR client offers three ways to search call records.
•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.
•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.
•WG Statistics lets you search workgroup call data captured from the
real-time monitoring functions in the Workgroup Statistics tab of the
AltiSupervisor 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 AltiWare Administrator. 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 the IP address, ask your system administrator.
Note: If you are connecting to the Internet through a modem, establish a
connection from your PC to your ISP before you log in to CDR
search.

Logging In
6CDR Manual
Logging in - Administrator Login
1. From the Windows Start menu, select Programs > CDR Search >
CDR Search 5.1. The Login window appears.
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
Administrator’s setting).
4. Select Administrator login and click OK.
5. In the CDR Server dialog box, select the database containing the data
you want to access, then click Select.

Using CDR Search
CDR Manual 7
Using CDR Search
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 > CDR Search >
CDR Search 5.1. The Login window appears.
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.

Logging In
8CDR Manual
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 AltiWare Administrator).
4. Select Workgroup supervisor login, and click OK.
5. In the CDR Server dialog box, select the database containing the data
you want to access, then click 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. In the Password dialog box that appears, select the workgroups you
want, enter the password for each, and click OK to open the CDR
Search main window.

Using CDR Search
CDR Manual 9
Using CDR Search
This will allow access to the workgroup CDR and workgroup
statistics.
If you enter an invalid password, the Password window reappears. A
red X appears before the problem workgroup. Re-enter the 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 drop-down and thus
will not be available as a search criterion.

Running a Search
10 CDR Manual
Running a Search
The CDR Search main window has three tabs: CDR, Group CDR, and
WG Statistics.
CDR Search
CDR Search lets you search all calls, internal and external. To perform this
search, you must log in as the administrator.
To run a CDR search:
1. Select the time range for the search:
•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.
•Today—sets the From/To fields to the current date.
•Last 7 Days—sets the From/To range to the previous seven days.
•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.

Using CDR Search
CDR Manual 11
Using CDR Search
•All Calls—calls involving: Auto Attendant/IVR, Ring No Answer,
Queue, Voice Mail (no VM recorded or VM recorded), Connect,
Logon,Logoff,AllTrunksBusy,Nosession,VMAccess,Forward,
Transfer, VM Notify, WG Abandoned, Park, System Park,
Conference, Call Monitor, Transfer Cancel, Call Redirect, Call
Pick Up, Dial Cancel
•Connected Calls & 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

Running a Search
12 CDR Manual
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 “CDRMAIN” on page 66 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.
•All—searches for both incoming and outgoing calls
•To search for outgoing calls only—set Caller to Extension and
Callee to Trunk, then enter the appropriate numbers
•Tosearch forincoming callsonly—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:
•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.
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. In the 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:

Using CDR Search
CDR Manual 13
Using CDR 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
DNIS/Project/Acct Code digits.
5. Select to Sort by:
•Date/Time—sortsday-by-day (orhour-by-hourifyouselectToday
as the time range for the search).
•Extension—sorts by extension.
•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.
(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: If the 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
.
To cancel the search, click Cancel.
7. Search results appear in the Summary window. Refer to “Search
Results” on page 17 for details on working with search results.

Running a Search
14 CDR Manual
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.
To run a Group CDR search:
1. Select the time range for the search:
•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.
•Today—sets the From/To fields to the current date
•Last 7 Days—sets the From/To range to the previous seven days
2. Select the Type of search:
•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,VMAccess,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.