Altigen Call Detail Reporting User manual

1
Call Detail
Reporting
for AltiWare Open Edition (OE) Release 4.6
and AltiContact Manager (ACM) Release 4.6
Manual
Revised 06/2003 4403-0012-4.6

2
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.
47427 Fremont Blvd.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiSpan, AltiReach,
AltiLink, AltiConsole, AltiAdmin, Zoomerang, and Dynamic Messaging
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. 2003. All rights reserved.
Printed in U.S.A. 06/2003 4403-0012-4.6

CDR Manual i
Contents
Warranty............................................v
CHAPTER 1
UsingCDRSearch ..................................1
Installing CDR Search on a Client System . . . . . . . . . . . . . . . . . . . 1
LoggingIn ............................................2
CDRSearch .........................................7
WorkgroupCDRSearch...............................10
WorkgroupStatisticsSearch............................12
SearchResults ........................................14
Summary (CDR Search and WG CDR Search) . . . . . . . . . . . . . 15
CallDetails.........................................16
Statistics(WGStatistics)..............................18
PrintingRecords.......................................19
CHAPTER 2
CDROverview ....................................21
Real-TimeMonitoringandtheCDRClient..................21
TheRTMStatisticsDatabase...........................21
CallCenterEventsandCDR .............................25
PastandPresentCDR ..................................25
CHAPTER 3
DataStorage ......................................27
InternalLoggerService .................................27
ExternalLoggerService.................................28
ExternalLoggerServiceInstallation .....................28
SQLBackupandMaintenance..........................30

ii CDR Manual
CHAPTER 4
CDR and Workgroup CDR Search — Typical Searches . .31
CHAPTER 5
RecordsandDataSchema ...........................35
SearchResults ........................................36
RTMDataSchema ....................................61
ConfigurationAreasAffectingCDRInformation.............77
RoutingandRouteName..............................77
Multi-TenantNaming.................................77
Wrapup............................................78
RingNoAnswerConfigurationsandVM.................78
Sign-onandSign-off.................................78
ConferenceCallLimitation............................78
Example Call Sequences and their Effect on CDR Records . . . . . 79
ReportingFieldsGlossary ...............................81
CDRTimestampsandDates ...........................81
Starttime ..........................................81
CHAPTER 6
TAPITCDRLoader................................83
SystemRequirements ..................................83
Installing CDR Loader for AltiGen . . . . . . . . . . . . . . . . . . . . . . . . 83
Installing CDR Loader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Setting Up TAPIT and CDR Loader for Single Node (AltiGen) . 84
Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) 88
Index...............................................93

CDR Manual 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 (1) 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.

iv CDR Manual
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:
1. Take or ship the product (shipment prepaid) to your AltiGen distributor
or to AltiGen Communications, Inc.
All materials being returned to AltiGen must have an associated RMA
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 RMA number should be clearly marked on the outside of the box in
which the material is being returned. For example:
Attn.: RMA # 123
AltiGen Communications, Inc.
47427 Fremont Blvd.
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. For additional information contact your AltiGen Dealer or AltiGen
Communications, Inc. via e-mail at [e-mail].

CDR Manual v
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.

vi CDR Manual

CDR Manual 1
Using CDR Search
C HAPTER 1
Using 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 works only with
AltiWare OE Release 4.6 (and higher) or AltiContact Manager 4.6 (and
higher).
CDR Search, WG CDR Search, WG Statistics
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.
•WG 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.
Installing CDR Search on a Client System
System Requirements
• The client system must be running Windows 98, 2000, NT, Windows
ME, or higher.
• AltiWare OE Release 4.6 (or higher) or AltiContact Manager 4.6 (or
higher) must be installed on the system and the link to TCP/ IP
enabled.
To install the CDR client:
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.

Logging In
2CDR Manual
3. Insert the AltiWare OE or AltiContact Manager 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.
Uninstalling CDR Search
1. From the Windows Start menu, select Programs > CDR Search >
Uninstall CDR Search 4.6.
2. Click OK when the dialog box asks if you want to uninstall the
program, and respond to any additional prompts.
Logging In
There are two ways to log in to CDR search.
Administrator login lets you perform all three types of search described in
“CDR Search, WG CDR Search, WG Statistics” on page 1. To log in as an
administrator,yourextensionmustbedesignatedastheManagerExtension
in AltiAdmin or ACM Admin. See your system administrator for details.
Workgroup supervisor login lets you run a WG CDR search or a WG
Statistics search, described in “CDR Search, WG CDR Search, WG
Statistics” on page 1.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 AltiWare or ACM Admin 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.

Using CDR Search
CDR Manual 3
Using CDR Search
Logging in - Administrator login
1. From the Windows Start menu, select Programs > CDR Search >
CDR Search 4.6. The Login window appears.
Figure 1. Login window
2. Enter the IP address or name of the server.
3. Enter your Extension and Password.
Optionally, you can check the Save password check box to store your
log in password for the next time you access CDR Search.
4. Select the database containing the data you want to access.
•Internal database—DBF database on the server.
•External database—SQL database set up to log call records.
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
4CDR Manual
5. Click OK to open the User Mode window.
Figure 2. User Mode window
6. Select Administrator login and click OK.
Logging in - Workgroup supervisor login
1. From the Windows Start menu, select Programs > CDR Search >
CDR Search 4.6. The Login window appears.
Figure 3. Login window
2. Enter the IP address or name of the server.
3. Enter your Extension and Password.
Optionally, you can check the Save passwordcheck box to store your
log in password for the next time you access CDR Search.

Using CDR Search
CDR Manual 5
Using CDR Search
4. Select the database containing the data you want to access.
•Internal database—DBF database on the server.
•External database—SQL database set up to log call records.
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.
5. Click OK to open the User Mode window.
Figure 4. User Mode window
6. Select Workgroup supervisor login, and click OK.
7. 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.
Figure 5. Password window

Logging In
6CDR Manual
This will allow access to the workgroup CDR and workgroup statis-
tics.
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.
Figure 6. Password window showing invalid password

Using CDR Search
CDR Manual 7
Using CDR Search
Running a Search
The CDR Search main window has three tabs: CDR, WG CDR, and WG
Statistics.
Figure 7. CDR tab of the CDR Search main window
CDR Search
CDR Search lets you searchall 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 ten 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:

Logging In
8CDR Manual
•All Calls—calls involving: Auto Attendant/IVR, Ring No Answer,
Queue, Voice Mail (no VM recorded or VM recorded), Connect,
Logon,Logoff,AllTrunksBusy,Nosession,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 & 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,systempark,conference
call and transfer cancel.
•Messages—incoming calls directed to voicemail
•Unanswered Calls—incomingor outgoing callsnotanswered by a
person
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, pickup 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 “CDR Call Format” on page 53 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
•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:

Using CDR Search
CDR Manual 9
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
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 (e.g. 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 (e.g: 252-9712, 946-2525).
4. In the search criteria fields, enter data for DNIS, Tenant, or Acct
Code as desired.
Use the drop down lists (located to the right of the DNIS, Tenant and
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
DNIS/Tenant/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 timerange
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.

Logging In
10 CDR Manual
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 14 for details on working with search results.
Workgroup CDR Search
Workgroup CDR search lets you specify a search by workgroup. To
perform this search, you can log in as the administrator or as a workgroup
supervisor.
Figure 8. WG CDR tab of the CDR Search window
To run a WG CDR search:
1. Select the time range for the search:
•User Define—the From/To fields default to a range that includes
the ten 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:

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,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.
•Connected Calls & Messages—Connected Calls plus “Messages
(see below)
•ConnectedCalls—incoming calls answered by agent and outgoing
calls made byagent (when an OutgoingWorkgroupis selected for
the agent in the Workgroup Extension Configuration in AltiAdmin/
ACM Admin).
•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 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
•Agent Login/out—calls sorted by the login/out times of
workgroup member extension numbers
Note: See “CDR Call Format” on page 53 for call data details.
3. Select the Workgroup whose call records you want to search.
4. In the search criteria fields, enter data for Caller, Target, DNIS,
Tenant, or Acct Code as desired. Select Exact match for an exact
match. Otherwise, CDR Search will retrieve every record that contains
the number(s) you enter.
5. Select to Sort by:
•Date/Time—sortsday-by-day(orhour-by-hourifyouselectToday
as the time range for the search)
•Agent—sorts by agent
•Workgroup—sorts by workgroup

Logging In
12 CDR Manual
•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 timerange
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.
Search results appear in the Summary window. Refer to “Search
Results” on page 14 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 AltiSupervisor client. To perform this search, you can
log in as the administrator or as a workgroup supervisor.