Altigen CDR Search 4.0 User manual

CDR SearchTM 4.0
User Guide for CDR SearchTM
Revised Revised: 9/19/000 4503-0001-A1
CDR Search.book Page i T esday, September 19, 2000 8:56 PM

ii Center 4.0 User Guide
WARNING!
Toll fra d is committed when individ als nlawf lly gain access to c stomer
telecomm nication systems. This is a criminal offense. C rrently, we do not know
of any telecomm nications system that is imm ne to this type of criminal activity.
AltiGen Comm nications, Inc. will not accept liability for any damages, incl ding
long distance charges, which res lt from na thorized and/or nlawf l se.
Altho gh AltiGen Comm nications, Inc. has designed sec rity feat res into its
prod cts, it is yo r sole responsibility to se the sec rity feat res and to establish
sec rity practices within yo r company, incl ding training, sec rity awareness, and
call a diting.
NOTICE
While every effort has been made to ens re acc racy, AltiGen Comm nications,
Inc. will not be liable for technical or editorial errors or omissions contained within
the doc mentation. The information contained in this doc mentation is s bject to
change witho t notice.
This doc mentation may be sed only in accordance with the terms of the AltiGen
Comm nications, Inc. License Agreement.
AltiGen Comm nications, Inc.
47427 Fremont Blvd.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,
AltiAdmin, AltiView, AltiAgent, AltiS pervisor, Center, Zoomerang and Dynamic
Messaging are trademarks or registered trademarks of AltiGen Comm nications,
Inc.
All other brand names mentioned are trademarks or registered trademarks of their
respective man fact rers.
Copyright © AltiGen Comm nications, Inc. 2000. All rights reserved.
Printed in U.S.A. 8/00 4503-0001-A2
CDR Search.book Page ii T esday, September 19, 2000 8:56 PM

Table of Contents
CDR Search 4.0 User Guide 1
Contents
CDR Search 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installing CDR Search on a Client System . . . . . . . . . . . . . . . . . . . 1
CDR Search vs. WG CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Administrator Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
R nning a CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
WorkGro p S pervisor Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
R nning a Workgro p CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . 9
The S mmary Window (Search Res lts) . . . . . . . . . . . . . . . . . . . . 11
Getting Call Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Deleting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Exporting Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Uninstalling CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
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Table of Contents
2CDR Search 4.0 User Guide
CDR Search.book Page 2 T esday, September 19, 2000 8:56 PM

Installing CDR Search on a Client System
Center 4.0 User Guide 1
CDR Search
CDR Search 4.0
CDR Search 4.0 is a separate client application that allows yo to search a
Call Detail Reporting database. Yo can install CDR Search on either the
AltiServ server or on an administrator client desktop. CDR Search works
only with AltiWare OE Release 4.0
Installing CDR Search on a Client System
Make s re AltiWare OE Release 4.0 has been installed on the AltiServ
system and the link to TCP/ IP is enabled before contin ing with CDR
Search set p.
1. Log in to the client machine sing a domain acco nt and make s re it
is connected to the network on which AltiServ is r nning.
2. Exit any/all Windows applications.
3. Insert the CDR Search CD into the CD ROM drive.
4. R n the Set p.exe program by selecting Start R n and typing D:/
Set p.exe, where D is the letter of yo r CD ROM drive. Follow the
step by step installation instr ctions as they appear on the screen. (If
yo r system does not have DCOM 95 installed already, it will be
installed a tomatically.)
5. On Windows 95, yo ’ll need to reboot yo r comp ter.
Yo are now ready to log in to CDR Search as the administrator or as a
workgro p s pervisor.
CDR Search vs. WG CDR Search
CDR client offers two ways to search call records.
•CDR Search allows yo to define a search by the type of call—
incoming or o tgoing. To perform this search, yo m st log in as the
administrator.
•WG CDR Search allows yo to specify a search by workgro p. To
perform this search, yo can log in as the administrator or as a
workgro p s pervisor.
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CDR Search 4.0
2Center 4.0 User Guide
Administrator Log In
Before you log in
When yo log in for the first time, yo need to know either the IP address
or the name of the server yo ’ll be linking to. (If yo se the server name
rather than the IP address, CDR Search replaces the name with the IP
address the next time yo log in.)
To obtain the AltiServ IP address, ask yo r IT administrator.
If yo are connecting to the Internet thro gh a modem
connection, before yo log in, establish a session connection
from yo r PC to yo r local Internet Service Provider.
Logging in
1. From the Windows Start men , select Programs CDR Search
4.0 CDR Search 4.0. The Login window appears.
Figure 1. Login window
1. Enter the IP address or name of the AltiServ server.
2. Enter yo r Extension and Password.
Optionally, yo can check the Save password check box to store yo r
log in password for the next time yo access CDR Search.
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Administrator Log In
Center 4.0 User Guide 3
CDR Search
3. Select the database containing the data yo want to access:
•Internal database—DBF database on the AltiServ server
•External database—SQL database set p to log call records
This option is available only when the external logger
service is installed on the SQL Server, and External CDR
Logging is enabled (AltiWare Administrator’s System
Config ration dialog | Call Reports tab). Refer to the AltiWare System
Administration Man al for more information.
4. Click OK to open the User Mode window.
Figure 2. User Mode window
5. Select Administrator login, and click OK to open the CDR Search
main window.
CDR Search permits only one administrator extension.
This extension is set in AltiWare Administrator’s System
Config ration dialog, on the General tab, in the Manager
Extension field. Refer to the AltiWare System Administration man al
for more information.
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CDR Search 4.0
4Center 4.0 User Guide
Running a CDR Search
The CDR Search main window has two tabs: WG CDR and CDR.
Logging in as the administrator enables yo to r n either a CDR search
or a WG CDR search (explained on page 9).
Figure 3. CDR tab o the CDR Search main window
1. Select the time range for the search:
•User Define—The From/To fields defa lt to a range that incl des
the ten previo s days. Edit the date and time for a c stom range.
•Today—Sets the From/To fields to the c rrent date
•Last 7 Days—Sets the From/To range to the previo s 7 days
2. Select the Type of search:
•Calls & Messages—Calls either answered or directed to voice mail
•Calls—Calls answered by a h man
•Messages—Calls directed to voice mail
•All Tr nks B sy—Calls aborted d e to b sy signals
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R nning a CDR Search
Center 4.0 User Guide 5
CDR Search
3. Define the type of calls in the Caller/Callee fields:
•All—searches for both incoming and o tgoing calls
•To search for o tgoing calls only—Set Caller to Extension and
Callee to Tr nk, then enter the appropriate n mbers.
•To search for incoming calls only—Set Caller to Tr nk and Callee
to Extension, then enter the appropriate n mbers.
4. To search for a Tenant, enter the name in the field provided.
5. To search for an Acco nt Code, enter the code in the field provided.
6. Select to Sort by:
•Date/Time—sorts day-by-day (or ho r-by-ho r if yo select Today
as the time range for the search)
•Extension—sorts by extension
•Tr nk—sorts by tr nk
7. Click Search. D ring the search, a progress window appears. To
cancel the search, click Cancel.
Figure 4. Search progress bar
8. Search res lts appear in the S mmary window. Refer to page 11 for
details on working with search res lts.
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CDR Search 4.0
6Center 4.0 User Guide
WorkGroup Supervisor Log In
Before you log in
When yo log in for the first time, yo need to know either the IP address
or the name of the server yo ’ll be linking to. (If yo se the server name
rather than the IP address, CDR Search replaces the name with the IP
address the next time yo log in).
To obtain the AltiServ IP address, ask yo r IT administrator.
If yo are connecting to the Internet thro gh a modem
connection, before yo log in, establish a session connection
from yo r PC to yo r local Internet Service Provider.
To log in as a workgro p s pervisor, the option-pack license m st be
installed on the AltiServ server. For information on obtaining a license,
please contact yo r A thorized AltiGen dealer.
Logging in
1. From the Windows Start men , select Programs CDR Search
4.0 CDR Search 4.0. The Login window appears.
Figure 5. Login window
2. Enter the IP address or name of the AltiServ server.
3. Enter yo r Extension and Password.
4. Optionally, yo can check the Save password check box to store yo r
log in password for the next time yo access CDR Search.
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WorkGro p S pervisor Log In
Center 4.0 User Guide 7
CDR Search
5. Select the database containing the data yo want to access:
•Internal database—DBF database on the AltiServ server
•External database—SQL database set p to log call records
This option is available only when the external logger
service is installed on the SQL Server, and External CDR
Logging is enabled (AltiWare Administrator’s System
Config ration dialog | Call Reports tab). Refer to the AltiWare System
Administration Man al for more information.
6. Click OK to open the User Mode window.
Figure 6. User Mode window
7. Select Workgro p s pervisor login, and click OK.
Figure 7. The Password window
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CDR Search 4.0
8Center 4.0 User Guide
8. Select the workgro ps yo want, enter the password for each, and click
OK to open the CDR Search main window.
If yo type an invalid password, the Password window
reappears. A red X appears before the problem
workgro p (s). Re-enter the password and click OK. If
the password remains incorrect, CDR Search eliminates the
workgro p from CDR Search main window.
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R nning a Workgro p CDR Search
Center 4.0 User Guide 9
CDR Search
Running a Workgroup CDR Search
The CDR Search main window has two tabs: WG CDR and CDR. Logging
in as a workgro p s pervisor enables yo to r n only the WG CDR search.
Logging in as the administrator enables yo to r n the CDR search as well.
(Refer to page 4.)
Figure 8. WG CDR tab o the CDR Search window
1. Select the time range for the search:
•User Define—The From/To fields defa lt to a range that incl des
the ten previo s days. Edit the date and time for a c stom range.
•Today—Sets the From/To fields to the c rrent date
•Last 7 Days—Sets the From/To range to the previo s 7 days
2. Select the Type of search:
•Calls & Messages—Calls either answered or directed to voice mail
•Calls—Calls answered by a h man
•Messages—Calls directed to voice mail
•All Tr nks B sy—Calls aborted d e to b sy signals
•Agent Login/o t—Calls sorted by the login/o t times of
workgro p member extension n mbers.
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CDR Search 4.0
10 Center 4.0 User Guide
3. If desired, select the Workgro p whose call records yo want to
search.
4. In the Search by field, select one of the options listed below, then type
the appropriate information in the nderlying text box.
•Extension—searches by extension.
•Phone N mber—searches by caller n mber.
•User Data—Searches any information in the User Data fields in the
call records. The User Data field contains information c lled from
Form Data, IVR, and URL history.
The Search by fields are all a tomatically wildcarded.
That is, if yo type "5" as the extension, CDR Search
ret rns all extensions beginning with that digit.
5. To search for a Tenant, enter the name in the field provided.
6. To search for an Acco nt Code, enter the code in the field provided.
7. Select to Sort by:
•Date/Time—sorts day-by-day (or ho r-by-ho r if yo select Today
as the time range for the search).
•Agent—sorts by agent
•Workgro p—sorts by workgro p
•Tr nk—sorts by tr nk
8. Click Search. D ring the search, a progress window appears. To
cancel the search, click Cancel.
Figure 9. Search progress bar
9. Search res lts appear in the S mmary window. Refer to the following
section for details on working with search res lts.
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The S mmary Window (Search Res lts)
Center 4.0 User Guide 11
CDR Search
The Summary Window (Search Results)
The s mmary window displays the res lts of yo r search.
Figure 10. The summary window displays search results
Summary window buttons
•The Detail b tton opens the Detail window for a selected call. Refer to
the following section for details.
•The Delete b tton deletes selected calls. Refer to page 13 for details.
•The Export b tton exports selected calls to a csv file. Refer to page 14
for details.
•The Print b tton prints the selected calls. Refer to page 15 for details.
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CDR Search 4.0
12 Center 4.0 User Guide
Getting Call Details
From the S mmary window, yo can drill down for detailed information on
a call record.
The Record window
The Summary window
1. To open the
Detail window,
select a record
and click Detail.
2. To open the Record
window, Do ble-click
a record in the Detail
window.
3. To view raw data, click
Schema. Click Schema
again to ret rn to the
record view.
The Detail window
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Deleting Records
Center 4.0 User Guide 13
CDR Search
Deleting Records
Yo can delete records from the S mmary and Detail windows.
To delete records
1. Do one of the following:
• To delete all records, click Delete. In the Select window that
appears, select Delete all records.
• To delete specific records, select the records yo want, then click
Delete. In the Select window that appears, select Delete only
selected records.
Figure 11. Deleting selected records rom the Summary window
2. Click OK.
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CDR Search 4.0
14 Center 4.0 User Guide
Exporting Records
Yo can export records in CSV format from the S mmary, Detail and
Record windows.
To export records
1. Do one of the following:
• To export all records, click Export. In the Select window that
appears, select Export All Records.
• To export specific records, select the records yo want, then click
Export. In the Select window that appears, select Export only
selected records.
Figure 12. Exporting selected records rom the Summary window
2. Click OK to open the Save As dialog box.
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Printing Records
Center 4.0 User Guide 15
CDR Search
Printing Records
Yo can print records from the S mmary, Detail and Record windows.
To print records
1. Do one of the following:
• To print all records, click Print. In the Select window that appears,
select Print o t all records.
• To print specific records, select the records yo want, then click
Print. In the Select window that appears, select Print o t only
selected records.
Figure 13. Printing selected records rom the Summary window
2. Click OK to open the Windows Print dialog.
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CDR Search 4.0
16 Center 4.0 User Guide
Uninstalling CDR Search
1. From the Windows Start men , select Programs CDR Search
4.0 CDR Search 4.0.
2. Click OK when the dialog box asks if yo want to ninstall the
program, and respond to any additional prompts.
Alternatively
1. In the Control Panel, select Add/Remove Programs.
2. Choose CDR Search 4.0 and click the Add/Remove or Change/
Remove b tton, depending on which version of Windows yo are
r nning.
3. Click OK to in the dialog box to confirm yo want to remove the
service, and respond to any additional prompts.
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