Nortel BCM 4.0 User manual

BCM 4.0
Business Communications Manager
Document Status: Standard
Document Version: 04
Part Code: N0064482
Date: July 2007
Consolidated Reporting Data

Copyright © Nortel Networks Limited 2007
All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
*Nortel, Nortel (Logo), the Globemark, and This is the way, This is Nortel (Design mark) are trademarks of Nortel
Networks.
*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.

Contents 3
BCM 4.0 Consolidated Reporting Data
Contents
Getting started with BCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
How to get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Consolidated Reporting Data (CRD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Interactive Voice Response (IVR) Metrics Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Hunt Group (HG) Metrics Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Formats of Hunt Group Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Voice Mail Mailbox and Custom Call Routing (CCR) Reporting . . . . . . . . . . . . . . . . . 12
Formats of Voice Mail Mailbox and CCR Reports . . . . . . . . . . . . . . . . . . . . . . . . . 12
Formatting and Storing Records in a Data Directory . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Generic Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Specific Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Accessing Reporting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Creating and opening a data transfer file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

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Consolidated Reporting Data
Getting started with BCM
This section contains information on the following topics:
•“About this guide” on page 5
•“Audience” on page 5
•“Acronyms” on page 6
•“Symbols and conventions used in this guide” on page 6
•“How to get Help” on page 8
About this guide
Consolidated reporting data for the Business Communications Manager (BCM) System 4.0
include metrics/statistics on the following:
• External Call Activity; that is, Call Detail Recording (CDR)
• Hunt Groups (HG) Usage
• Call Pilot Voice Mail Mailbox Usage
• Call Pilot Custom Call Routing (CCR) Usage
• Interactive Voice Response (IVR)
Each type of metrical/statistical information is collected, stored in its own data file and placed in a
common directory in order to be transferred using the CDR Push or Pull transfer methods.
The CDR live-stream method includes External Call Activity only, and does not report on the
other metrics.
Purpose
This document is intended to provide technical tips to third-party software developers about
utilizing the features of the Business Communications Manager System (BCM) 4.0.
Audience
These technical tips will be of interest to third-party software developers who:
• Require access to reporting data for Hunt Group (HG), Voice Mail Mailbox, Custom Call
Routing (CCR), and Call Detail Recording (CDR).
• Develop Interactive Voice Response (IVR) applications.
• Require statistical information about their applications in order to create relevant reports.

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Acronyms
The following is a list of acronyms used in this guide.
Symbols and conventions used in this guide
These symbols are used to highlight critical information for the BCM system:
Table 1 List of acronyms
Acronym Description
API Application Programming Interface
BCM Business Communications Manager
CCR Custom Call Routing
CDR Call Detail Recording
FTP File Transfer Protocol
HG Hunt Group
IVR Interactive Voice Response
MBX Voicemail Mailbox
PC Personal Computer
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
Tip: Alerts you to additional information that can help you perform a task.

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Consolidated Reporting Data
These conventions and symbols are used to represent the Business Series Terminal display and
dialpad.
These text conventions are used in this guide to indicate the information described:
!
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
for the system.
Warning: Alerts you to ground yourself with an antistatic grounding
strap before performing the maintenance procedure.
Warning: Alerts you to remove the BCM main unit and expansion unit
power cords from the ac outlet before performing any maintenance
procedure.
Convention Example Used for
Word in a special font (shown in
the top line of the display)
ïïïïï Command line prompts on display telephones.
Underlined word in capital letters
(shown in the bottom line of a two
line display telephone)
ïïïï Display option. Available on two line display
telephones. Press the button directly below the
option on the display to proceed.
Dialpad buttons £Buttons you press on the dialpad to select a
particular option.
Convention Description
bold Courier
text
Indicates command names and options and text that you need to enter.
Example: Use the info command.
Example: Enter show ip {alerts|routes}.
italic text Indicates book titles
plain Courier
text Indicates command syntax and system output (for example, prompts
and system messages).
Example: Set Trap Monitor Filters
FEATURE
HOLD
RELEASE
Indicates that you press the button with the coordinating icon on
whichever set you are using.

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How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel Technical Support
Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to address issues
with Nortel products. More specifically, the site enables you to:
• download software, documentation, and product bulletins
• search the Technical Support Web site and the Nortel Knowledge Base for answers to
technical issues
• sign up for automatic notification of new software and documentation for Nortel equipment
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support Web site, and have a
Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone number for your region:
http://www.nortel.com/callus
Getting Help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC)
to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for
your product or service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller.

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Consolidated Reporting Data
Consolidated Reporting Data (CRD)
Introduction
Consolidated reporting data for the Business Communications Manager (BCM) System 4.0
include metrics/statistics on the following:
• External Call Activity; that is, Call Detail Recording (CDR)
• Hunt Groups (HG) Usage
• Call Pilot Voice Mail Mailbox Usage
• Call Pilot Custom Call Routing (CCR) Usage
• Interactive Voice Response (IVR)
Each type of metrical/statistical information is collected, stored in its own data file and placed in a
common directory in order to be transferred using the CDR Push or Pull transfer methods. See
“Accessing Reporting Data” on page 13.
The CDR live-stream method includes External Call Activity only, and does not report on the
other metrics.
Interactive Voice Response (IVR) Metrics Reporting
Interactive Voice Response (IVR) usage is specific to an individual customer. Examples of
customers include pharmacy, banking, and education.
The configuration of the IVR system requires a script/application to be developed to suit the
customer operational requirements. If usage/metric reporting is one of the requirements, the
developed IVR application must record and store the information according to the following rules
in order to be available from the Call Detail Recording Push or Pull methods. See “Accessing
Reporting Data” on page 13.
• Data should be comma separated where each piece of data represents particular information or
metric.
• Data should be stored in a flat ascii file.
• Data file MUST be named according to the following convention:
Record.ivr.<YYYYMMDDHHMMSS> where YYYY= year, MM=numerical month,
DD=numerable day of month, HH=Hour of day, MM=Minute of hour, SS= seconds. This
filename format should be sufficient to help indicate the period for which the data apply.
• The data file must be placed in the following directory on the BCM System 4.0:

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/var/nn/CDRDataFiles/
Hunt Group (HG) Metrics Reporting
Hunt Group metrics data is gathered on an hourly basis for all BCM System 4.0 hunt groups. The
data is recorded for each hunt group regardless of whether or not it is configured for use. After the
data is gathered and stored in the hunt group metrics file, the counters are reset so that the next
reporting cycle contains only the information for the hour in question.
Hunt groups reporting-metrics data interact with CDR as follows:
• CDR - Transfers this file during a CDR Push or Pull operation. See “Accessing Reporting
Data” on page 13.
Formats of Hunt Group Report Data
Formats for the hunt group report data follow:
< YYYYMMDDHHMMSS > - represents the date and time the statistics/metrics were gathered.
An identical string should follow the metrics data for all 30 hunt groups.
Comma separated records represent data for a hunt group. The fields for this record are:
• Hunt Group number <range from 1 to 30>
• Hunt Group name <1-7 characters>
• Last time metrics were cleared <YYYYMMDDHHMMSS>.
• Total number of calls since last cleared <0- 65535>
• Number of answered calls since last cleared <0 - 65535>
• Average number of answered calls since last cleared. Represented as a rounded percentage
(i.e. answered calls / total calls)
• Average time to answer (value in seconds).
• Number of abandoned calls (i.e. dropped before being answered) since last cleared <0 -
65535>
• Average of abandoned calls since last cleared. Represented as a rounded percentage (i.e.
abandoned calls / total calls)
Note: Call Detail Recording Push/Pull methods transfer only those files which
have not been transferred previously. See “Accessing Reporting Data” on page 13.
To determine whether a file has been transferred, check the write permission for
others. If write permissions are available for others, the file has not yet been
transferred.
The IVR application which generates the metrics data file should check these
permissions before adding any new information to an existing file (i.e. needs to
re-open and append metrics data to an existing file). If the write permissions are
not set then the file has already been transferred and a new file should be created
before the metrics data is recorded.