Altigen MAX Communication Server Release 6.5 User manual

Call Detail
Reporting
Manual
MAX Communication Server
Release 6.5
Update1
12/2009 4403-0012-6.5 Update1

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.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator,
MaxAgent, 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. 2009. All rights reserved.
4403-0012-6.5 Update1

CDR Manual i
Contents
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
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
Routing and Route Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Multi-Project Naming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Wrapup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Ring No Answer Configurations and VM . . . . . . . . . . . . . . . . . 11
Login and Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Changing Time Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
CHAPTER 3
Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

ii CDR Manual
CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Group CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Workgroup Statistics Search . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Summary (CDR Search and Group CDR Search) . . . . . . . . . . . 26
Call Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Statistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Exporting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93

CDR Manual 1
Installation
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 6.5 Update1
works only with MAX Communication Server (MAXCS) ACC/ACM 6.5
Update1.
Important: AltiWare/MAXCS client programs earlier than MAXCS 6.5
Update1 cannot be installed in the same PC running 6.5
Update1 client programs.
System Requirements
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• 2GHz CPU
• Windows XP Professional with SP3 (for MAX2000 only) or Windows
XP Embedded (for MAX1000 only) or Windows Server 2003 telecom
server with SP2 or Windows Server 2008 with SP1
• 250 MB available hard drive disk space
• 256 MB RAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and mouse
• MAX Communication Server ACC/ACM 6.5 Update1 running on a
server accessible to this client.
Hardware Requirements
• External database server should be at least Pentium 4, 1 GHz with
512M RAM. The following external CDR databases are supported:
• Microsoft SQL Server 2008

Pre-Installation Checklist
2CDR Manual
• Microsoft SQL Server 2008 Express
• Microsoft SQL Server 2005
• Microsoft SQL Server 2000
Important: Refer to “Limitations” on page 37 for a list of limitations for
CDR Search.
Pre-Installation Checklist
Before installing CDR Search, make sure the following is done:
• MAXCS ACC 6.5 Update1 or MAXCS ACM 6.5 Update1 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 MAXCS 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, go to Control Panel > Add/Remove
Programs. Select CDR Search 6.5 Update1, and click the Remove
button.
2. Click Yes when asked if you want to uninstall the program.

Installing CDR Search on a Client System
CDR Manual 3
Installation
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the CDR
Search 6.5 Update1 program and ALL OTHER 6.5 Update1 client
applications (including MaxCommunicator, MaxAgent,
MaxSupervisor, MaxOutlook, and AltiConsole).
2. Reboot your system.
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 prior CDR Search software.

Downgrade Procedure
4CDR Manual

CDR Manual 5
CDR Overview
C HAPTER 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 MaxSupervisor 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 MaxAdmin.
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

Real-Time Monitoring and the CDR Client
6CDR Manual
.
You can set 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.
•Call detail data can be logged to your local drive, to a remote server,
and/or exported via a COMM port.
•RTM data is always logged to your local drive.
Data logged to your local drive is stored in a directory called AltiDB, which
is 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.

CDR Overview
CDR Manual 7
CDR Overview
To set up and use call reports, in MaxAdministrator select System >
System Configuration, then click the Call Reports tab.
.
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. A dialog box appears:

Real-Time Monitoring and the CDR Client
8CDR Manual
.
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” on page 1 for databases supported).
The database cannot be on the same server as 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.

CDR Overview
CDR Manual 9
CDR Overview
To set up and enable RTM data collection to the local drive, click the Add
button. The Add External Log Service dialog box appears:
.
Add a Name and IP Address for the External 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 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.

Configuration Areas Affecting CDR Information
10 CDR Manual
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 serial 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
Routing and Route Name
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.

CDR Overview
CDR Manual 11
CDR Overview
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.
Ring 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.

Configuration Areas Affecting CDR Information
12 CDR Manual

CDR Manual 13
Using CDR Search
C HAPTER 3
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
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 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
14 CDR Manual
Logging in - Administrator Login
1. From the Windows Start menu, select Programs > CDR Search >
CDR Search 6.5. 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
MaxAdmin 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 15
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 6.5. 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
16 CDR 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 MaxAdmin).
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.