Avaya Ip office smdr Installation and operating manual

IP Office SMDR

Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002)

Contents

IP Office SMDR Page 2

Installation & Reference Manual 40DHB0002USDT Issue 1 (09/04/2002)

Contents

IP Office SMDR ............................................................................................................................3

Introduction .....................................................................................................................................3

System Requirements.................................................................................................................3

Installation .......................................................................................................................................4

Launching IP Office SMDR........................................................................................................5

Settings Tab ...................................................................................................................................6

Comms ................................................................................................................. 6

Log to File............................................................................................................. 7

Licences ............................................................................................................... 7

Language ............................................................................................................. 8

CSV File Format............................................................................................................................8

IP Office SMDR Output Fields..................................................................................................9

Example Call Records...............................................................................................................10

IP Office SMDR Introduction

IP Office SMDR

Introduction

The IP Office Station Message Detail Recording (SMDR) application,

captures detailed information about incoming and outgoing voice and

data calls.The IP Office SMDR applications receives this data via the

LAN. The application creates a call log management file (SMDR.csv)

which can be processed by a 3rd party call system.

System Requirements

The IP Office SMDR application can be installed on a PC to process

data from to the IP Office. The following operating systems are

supported: Win 98 SE, Win 2000, Windows NT 4 and Windows XP.

It is recommended the IP Office SMDR and the Delta Server for CCC

or CBC are not installed in the same PC as this may potentially

cause database corruption.

Note: You cannot setup more than one IP Office SMDR

application to an IP Office system. For multi IP Office

configurations one IP Office SMDR application per IP Office

system will be required.

The IP Office SMDR application is for call reporting on the IP Office

system. The Delta Server application is an integral component of the

IP Office Call Centre products, CCC and CBC. These products allow

in depth reporting on Call Centre activity.

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 3

IP Office SMDR Installation

Installation

The PC hosting the IP Office SMDR should be connected to the IP

office via the Local Area Network.

To install the IP Office SMDR application please follow the steps

below:

To install:

1. Insert the IP Office Administration CD into the CD Drive. If the

CD auto-starts please press Cancel:

• Select My computer or select Windows Explorer

• Select the CD Drive the CD is in (usually D:)

• Right click on the CD Drive and select Browse

• Select & Enter the SMDR folder

• Double click on SETUP.exe.

• Click on the OK button to start the installation.

2. A screen will show letting you select the language that you want

to use for the installation. Select the required language and then

click on the OK button.

3. The InstallShield Wizard will start. At the Welcome screen click

on the Next button to continue with the installation.

4. At the completed installation screen click on the Finish button to

complete the installation.

The Application is now installed to the following path on the Start

Menu. Start/Programs/IP Office/IP Office SMDR

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 4

IP Office SMDR Launching IP Office SMDR

Launching IP Office SMDR

Ensure the IP Office SMDR has established connection with the

telephone system. Every time the Server PC is switched on, the IP

Office SMDR will automatically restart. However, you can start the

IP Office SMDR, by performing the following sequence:

− Click the Start button on the Windows Taskbar.

− Point to Programs

− Point to IP Office

− Click on IP Office SMDR. The following screen appears:

The information on the screen is:

Comms Status: This indicates the status of the link between the IP

Office SMDR, and the telephone system.

There are three statuses: Init Comms, Comms Restored, and

Comms Failure.

− Init Comms – Indicates IP Office SMDR is initialising and has

established communication with the telephone system (this

happens every time you start the IP Office SMDR).

− Comms Restored – Indicates the connection between the IP

Office SMDR and the telephone system is established.

− Comms Failure – Indicates communications link between the

IP Office SMDR and the telephone system has been

terminated.

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 5

IP Office SMDR Settings Tab

Settings Tab

The Settings tab enables you to configure the IP Office SMDR. The

options available are as follows:

Comms

This screen displays details of the telephone system to which the IP

Office SMDR is connected. The details are:

Server: The name of the IP Office control unit selected.

IP Address: The IP Address of the selected IP Office control unit.

If the Server and/or the name of the IP Address is changed, it is

essential to reconnect to that IP Office SMDR.

1. Click Find, from the Find Server screen, select the required IP

Office, then click Connect.

2. If the required IP Office is not listed, then click Advanced.

3. Select one of the options, then click Search.

4. From the available telephone systems, select the appropriate

one, and then click Connect.

5. Once the IP Office SMDR is connected to the telephone system,

click Save.

The IP Office SMDR can monitor any IP Office listed in the drop

down box which appears in the Find Server screen. However the IP

Office SMDR can only monitor one IP Office system.

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 6

IP Office SMDR Settings Tab

Log to File

The logging to file is automatically enforced and cannot be changed.

Messages received by the IP Office SMDR application are saved to a

file (SMDR.csv). The default path name is:

C:\Programs files\Avaya\IP Office\SMDR\SMDR_Output\SMDR.csv

The SMDR log file for the present day is named SMDR.csv. At

midnight the log file will automatically roll over. The name of the

previous log file will be changed to represent the date of the log.

Present Day SMDR.csv

Previous Day SMDR(backupYYYY-MM-DD).csv

The SMDR.csv file can be accessed by 3rd Party applications whilst

been used by the IP Office SMDR application. In order to do this the

3rd Party application must open the SMDR.csv file for read only, and

should process as many records as are found. The application may

either read the entire file periodically and determine what new

records have been output since last accessed, or may periodically

read from the current position until the end of the file.

Licences

No IP Office licences are required to use IP Office SMDR features.

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 7

IP Office SMDR CSV File Format

Language

You can change the language setting of the IP Office SMDR. The

default language is English UK. Click on the required language

button to change the language.

CSV File Format

The product provides call information in a comma-separated format

(CSV), into a file, with variable-width fields separated by commas.

The first line in the CSV file contains the field names represented.

Each record (ie. Line) in the file will represent a segment of the call.

Each call will be identified by a single call-id, therefore multiple

records can be output for each call.

The last record output for a single call will be marked as such, with

the continuation field set to zero. This indicates no further records

with that call-id will be output.

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 8

IP Office SMDR IP Office SMDR Output Fields

IP Office SMDR Output Fields

The IP Office SMDR outputs the following information to the CSV

files.

Field Description

Call start Date and time of the start of the call, format YYYY/MM/DD HH:MM:SS

Note: For all transferred call segment this is the time of the call was initiated, so

each segment of the call has the same call start time.

Call duration Duration of this part of the call, in HH:MM:SS format. A lost or failed call will have

a ring duration of 00:00:00.

Ring duration Duration in seconds of the ring part of this call part. Format is SSSS. This

represents the interval in seconds between the call arriving at the switch and it

being answered, and is not related to the time an individual extension was ringing

for. This number also contains any time the call was queuing.

For outbound calls, this indicates the interval between the call being initiated and

being answered at the remote end (where supported by the trunk type that the call

is going over). Please note that Analog trunks are unable to detect remote

answer, and therefore cannot provide a ring duration for outbound calls.

Caller The callers’ number. If the call was originated at an extension, this will be that

extension number. If the call originated externally, this will be the CLI of the caller,

if available (otherwise blank)

Direction Direction of the call – I for Inbound, O for outbound. Internal calls are represented

as O for outbound. A lost or failed call will have a call duration of 0.This field can

be used in conjunction with Is_Internal below to determine if the call is internal,

external outbound or external inbound.

Called_number This is the number called.

•

Internal calls - this will be the extension or group called.

Inbound calls - this will be the DDI dialled by the caller,

Outbound calls - this will contain the dialled digits.

This field can also contain ‘Voice Mail’ when an agent calls their own voicemail

box.

Note: For a call that is transferred this field shows the original called

number, not the number of the party who transferred the call.

Dialled_number For internal calls and outbound calls, this is identical to the called_number above.

For inbound calls, this is the DDI dialled by the caller.

Account The last account code attached to the call.

Note: IP Office account codes may contain alphanumeric characters.

Is_Internal 0 or 1, denoting whether both parties on the call are internal or external. Traffic

between IP Office systems and other switch’s (including other IP Office sites) are

represented as external calls.

Call ID The call id. This is a eight digit number This is generated by the IP Office SMDR

application upon termination of the call.

Continuation 1 if there is a further record for this call id, 0 otherwise

Party1Device The device number – E1234 for an extension, T1234 for a trunk or V1234 for a

voicemail channel for the first party on the call.

Note: If an extension is involved in the call it will have priority over a trunk,

therefore the Party 1 device is not always the call maker.

Party1Name The name of the device – for an extension or agent, this is the user name. For a

trunk, this is “ Line XX.XX”.

Party2Device The device number – E1234 for an extension, T1234 for a trunk or V1234 for a

voicemail channel for the first party on the call.

Party2Name The name of the device – for an extension or agent, this is the user name. For a

trunk, this is “ Line XX.XX”.

Hold_Time The amount of time in seconds the call has been held during this call segment

Park_Time

The amount of time in seconds the call has been parked during this call segment.

Note: The total duration of a segment is calculated : Call Duration + Ring

Duration + Hold Time + Park Time

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 9

IP Office SMDR Example Call Records

Example Call Records

The following are examples of call records made with IP Office

SMDR.

Please note that each record is output on a single line; these

examples are split to fit on the page.

Example 1 Lost incoming Call

2002/06/28 09:28:41,00:00:00,9,8004206,I,4324,4324,,0,

1000014155,0,E4324,Joe Bloggs,T9161,LINE 5.1,0,0

Example 2 Incoming transfer (To voice mail)

2002/06/28

09:30:57,00:00:13,7,01707392200,I,299999,299999,,0,

1000014160,1,E4750,John Smith,T9002,LINE 1.2,11,0

2002/06/28

09:30:57,00:00:21,0,01707392200,I,299999,299999,,0,

1000014160,0,V9502,VM Channel 2,T9002,LINE 1.2,0,0

Example 3 Outgoing call

2002/06/28 08:55:02,00:08:51,9,4797,O,

08000123456,08000 123456,,0,1000014129,0,E4797,

Joe Bloggs,T9001,LINE 1.1,0,0

Example 4 Voicemail call

2002/06/28 09:06:03,00:00:19,0,4966,O,VoiceMail,

VoiceMail,,1,1000014131,0,E4966,John Smith,V9501,

VM Channel 1,0,0

Example 5 Internal call

2002/06/26 10:27:44,00:00:44,4,4688,O,4207,4207,,1,

1000013898,0,E4688,Joe Bloggs,E4207,John Smith,0,0

Example 6 Park call

2002/06/26 11:33:06,00:02:11,10,8004200,I,4688,4688,,0,

1000013937,0,E4688,John Smith,T9162,LINE 5.2,0,94

Example 7 Outgoing call with hold

2002/06/26 12:47:22,00:10:36,4,4636,O,07989123456,

07989123456,,0,1000013978,0,E4636,Joe Bloggs,T9001,

LINE 1.1,7,0

Example 8 Incoming call with Account Code

2002/06/28 11:29:12,00:00:02,2,5002,I,1924,1924,

Support Call,0,1000014169,0,E1924,Extn1924,T9620,

LINE 8.20,0,0

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 10

IP Office SMDR Example Call Records

Example 9 Conference

In this conference 1924 called 1918, 1918 held the call, rang 1919,

1918 made the conference call

2002/06/28 11:34:45,00:00:05,2,1924,O,1918,1918,,1,

1000014176,0,E1924,Extn1924,E1918,Extn1918,0,0

2002/06/28 11:34:39,00:00:07,1,1919,O,1924,1924,,1,

1000014177,0,E1919,Extn1919,E1924,Extn1924,0,0

Example 10 Conference 2

In this conference both calls were setup by the same party, this is the

suggested method

N.B. The calls must be dropped in conference order, i.e. the

second call must be dropped first.

2002/06/28 11:59:25,00:00:08,1,1924,O,1918,1918,,1,

1000014178,0,E1924,Extn1924,E1918,Extn1918,0,0

2002/06/28 11:59:18,00:00:11,1,1924,O,1919,1919,,1,

1000014179,0,E1924,Extn1924,E1919,Extn1919,0,0

IP Office SMDR Installation & Reference Manual

40DHB0002USDT Issue 1 (09/04/2002) Page 11

IP Office SMDR Example Call Records

The following table details the breakdown of the call record examples detailed above.

Field Description Example 1

Lost Incoming Call

Example 2

Incoming transfer (To voicemail)

Example 3

Outgoing Call

Example 4

Voicemail call

Example 5

Internal call

Call start 2002/06/28