Altigen Call Detail Reporting Manual Download

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Call Detail

Reporting

Manual

MAX Communication Server

Release 6.5

Update1

12/2009 4403-0012-6.5 Update1

Summary of Contents for Call Detail Reporting

Page 1: ...Call Detail Reporting Manual MAX Communication Server Release 6 5 Update1 12 2009 4403 0012 6 5 Update1 ...

Page 2: ...or 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 408 597 9020 E ma...

Page 3: ...ew 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 Chang...

Page 4: ...ommon 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...

Page 5: ...t 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 b...

Page 6: ... 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 Installatio...

Page 7: ...luding 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 ...

Page 8: ...Downgrade Procedure 4 CDR Manual ...

Page 9: ...en 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...

Page 10: ...gh 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 the...

Page 11: ...figuration 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 ...

Page 12: ...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 ...

Page 13: ...me 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 ...

Page 14: ...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 Inform...

Page 15: ...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 ...

Page 16: ...Configuration Areas Affecting CDR Information 12 CDR Manual ...

Page 17: ...s 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 obt...

Page 18: ...e 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 t...

Page 19: ...bled 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 ...

Page 20: ...gin 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 pa...

Page 21: ...ord 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 list and thus will not be available as a search criterion ...

Page 22: ...CDR search 1 Select the time range for the search User Define the From To fields default to a range that includes the 10 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 Session ID searches calls by Session ID 2 Select the Type of search Note If searching by Session ID enter a Ses...

Page 23: ...ll 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 system park conference call and transfer cancel Messages incoming calls direc...

Page 24: ...rch 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 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...

Page 25: ...er of records Note For faster searching using N A to sort records is recommended For example when you search for Connected Calls the time range 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 t...

Page 26: ...e 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 All Calls calls involving Auto Attendant IVR Ring No Answer Queue Voice Mail no VM recorded or VM recorded Connect Logon Logoff All Trunks Busy No session VM Access Forward Transfer VM Notify WG Abandoned Park System Park Conference Call Monitor Transfer Cancel Call Redire...

Page 27: ...Agent Login out calls sorted by the login out times of workgroup member extension numbers Note See CDRMAIN on page 66 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 Project or Acct Code as desired Use the drop down lists located to the right of the Caller Target DNIS Project or Acct Code value fie...

Page 28: ...h 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 7 To cancel the search click Cancel Search results appear in the Summary window Refer to Search Results on page 25 for details on working with search results Workgroup Statistics Search Workgroup Statistics lets you search workgroup call data rtmData m...

Page 29: ...ype of search Workgroup Statistics statistics on a specific workgroup Agent Statistics per Workgroup statistics on a specific agent for a specific workgroup Agent Statistics statistics on a specific agent for every workgroup to which the agent belongs Note See CDR Search and Group CDR Search Results Windows on page 45 for workgroup statistics call data details 4 Depending on the type of search you...

Page 30: ... Records on page 32 for details All Statistics windows WG Agent Statistics Per WG Agent also have a Stop button For explanations of records and database schema see Chapter 5 Records and Data Schema Summary CDR Search and Group CDR Search For CDR Search and Group CDR Search the Summary window displays the results The Detail button opens the Detail window for a selected call Refer to Call Details on...

Page 31: ...ls You can drill down for detailed information on call records 2 To view call records right click a record in the Detail window and select Show Call Info 1 To see details on a call select a record in the Summary window and click Detail The Detail window opens ...

Page 32: ...Search Results 28 CDR Manual Session ID Call Details When searching by Session ID the following window is displayed as search results ...

Page 33: ...DR Manual 29 Using CDR Search For detailed information on this call record select the record and click the Detail button Right clicking on an entry opens a drop down menu to Show Call Info or Copy Session ID to Clipboard ...

Page 34: ...cs WG Statistics For Workgroup Statistics searches the Statistics windows display the results of your search There are different windows for the three types of WG Statistics searches you can perform Figure 1 The Workgroup Statistics window ...

Page 35: ...Using CDR Search CDR Manual 31 Using CDR Search Figure 2 The Agent Statistics per Workgroup window Figure 3 Agent Statistics window ...

Page 36: ...rds click Export In the Select window that appears select Export All Records 2 Click OK to open the Save As dialog box Printing Records You can print records from the Statistics Summary Detail and Record windows To export records from the Statistics window 1 Click Print 2 Click OK to open the Windows Print dialog box To print records from the Summary Detail and Record windows 1 Do one of the follo...

Page 37: ...database When the connection is broken the sender will cache all data to the first in first out buffer The sender will try to reconnect the receiver automatically Once the connection is back all data will be sent The buffer is stored in memory and hard disk The size limitation of each buffer is 1G data for approximately two months or free size of hard drive is less than 512 MB whatever is met firs...

Page 38: ...n the same computer can connect to the Internal Logger Service External Logger Service Supports Microsoft SQL Server see Hardware Requirements on page 1 for versions supported No retain backup mechanism Any computer can connect to the server TCP port 10027 Any number of MAXCS systems with different System IDs can connect to the same Logger Service If two MAXCS systems with the same System ID try t...

Page 39: ...al Logger Server Configuration Tool The External Logger Configuration Tool is used to configure Logger Server Currently all configurations are saved into registry so any change in configuration will not work unless Logger Service is restarted When the configuration is changed the Configuration Tool will automatically restart Logger Service Note There is no configuration tool for Internal Logger Se...

Page 40: ...database on demand Testing the DB Dialog The Test button is used for testing and diagnosing the ODBC database It can test whether the ODBC source Login ID and password are correct and that the CDR RTM tables of the database are compatible with the current Logger Server Important It is strongly recommended that you run this test after you have changed any database parameters If the configuration to...

Page 41: ...d and will try to find all differences If the database in not compatible the OK button will be disabled Limitations One Internal Logger Server per computer One External Logger Server per computer One Super Logger Server per computer One Internal External and Super Logger Server can be installed in the same computer ...

Page 42: ...nternal and External Logger Server do not support multiple databases One Database Connection license is required for every Logger Server and every CDR Search requires one additional license External Logger Configuration tools cannot run remotely 100 commands per second on every TCP or database connection Maximum 1 GB buffer files for every buffer otherwise always keep 500 MB free hard drive space ...

Page 43: ...g No Answer Queue Voice Mail no VM recorded or VM recorded Connect Logon Logoff All Trunks Busy No session VM Access Forward Transfer VM Notify WG Abandoned Park System Park Conference Call Monitor Transfer Cancel Call Redirect Call Pick Up Dial Cancel Unanswered Calls include calls abandoned while in these states AA Forward RNA Queue Voicemail WG abandoned Call Redirect No More Session Pick Up By...

Page 44: ...Caller to Extension enter the particular extension select Exact Set Callee to All All incoming trunk to extension and trunk to trunk calls system wide originated by extensions Set Type to Connected Calls Set Caller to Trunk Set Callee to All All internal and external connected calls system wide Set Type to Connected Calls Set Caller to Extension Set Callee to All All incoming calls to a particular...

Page 45: ...et Callee to All Example Workgroup CDR Searches To run a search on Use these fields and settings All incoming workgroup calls per agent Set Type to Connected Calls Enter Workgroup Number select Inbound Set Sort By to Agent All incoming workgroup calls per workgroup Set Type to Connected Calls Enter Workgroup Number select Inbound Set Sort By to N A All unanswered calls by workgroup Set Type to Una...

Page 46: ... for this event All workgroup voicemail messages by workgroup Set Type to Messages Enter Workgroup Number select Both Set Sort By to Workgroup All calls to workgroup Set Type to All Calls Enter Workgroup Number select Both Set Sort By to N A or Date Time All calls to workgroup via specific DNIS Set Type to All Calls Enter Workgroup Number select Both Enter DNIS digits select Exact Set Sort By to W...

Page 47: ... for Example 1 Example 2 External party calls and connects directly to Ext 105 The result is one sessions logged for this event Figure 2 CDR record sessions for Example 2 Example 3 External party calls office and gets Automated Attendant then dials out Operator The result is two sessions logged for this event ...

Page 48: ...Example Call Sequences and their Effect on CDR Records 44 CDR Manual Figure 3 CDR record sessions for Example 3 ...

Page 49: ...ion ID Number assigned by CDR Search to this record Time Extension Workgroup Trunk Date Start time for this record if sorting by Time Extension for this record if sorting by Extension Workgroup for this record if sorting by Workgroup Trunk for this record if sorting by Trunk Date for this record if sorting by Date Total Records Total CDR records of the type searched for Note Please note that one c...

Page 50: ...call EndTime minus StartTime see Table 9 CDRMAIN on page 66 for explanations of these schema Wait Time RingDuration plus QueueDuration see Table 9 CDRMAIN on page 66 for explanations of these schema Talk Time TalkDuration see Table 9 CDRMAIN on page 66 for explanations of these schema Others Time AADuration plus HoldDuration plus VMDuration Message Duration VMRecDuration Exit state The last state ...

Page 51: ...ually 9 digits or larger assigned by MAXCS to a call Internal Call Internal or external call Direction Direction of the call incoming or outgoing Start Time Outgoing call Date and time when caller receives ringback busy or connect signal Incoming call Date and time when system responds to the call End Time Date and time when call exits this stage or disconnects Duration Duration of call End Time m...

Page 52: ...er for incoming call Project Project number for trunk as set in MaxAdmin Account Code Account code Attendant Duration Duration while call is in Auto Attendant IVR state Ring Duration Duration while call is in ringing state Queue Duration Duration while the incoming call is in queue workgroup or direct call VM Duration Duration after a call goes into voicemail box includes greeting false attempts a...

Page 53: ...b user clicking the make call button User Data Agent input Agent Statistics Window Shown in Statistics WG Statistics on page 30 Field Definition Upper half of window ID Number assigned by MAXCS to this record Date Date of time interval Time Time interval for these call statistics In Call Ans Count of incoming workgroup calls that were answered by an agent if a login agent uses Pick Call from Queue...

Page 54: ...ted until the time the call is disconnected parked or transferred Hold time is not included in talk time Lower half of window Totals Averages and Percentages Total Inbound Calls Answered Total of In Calls Ans Total Talk Time Total duration of In Talk Time Average Talk Time Total Talk Time divided by Total Inbound Calls Answered Total Connected Outbound Calls Total of Out Call Ans Total Talk Time T...

Page 55: ...incoming workgroup calls that were answered by an agent if a login agent uses Pick Call from Queue feature in MaxAgent this counter is also incremented If the incoming workgroup call is answered by an agent then transferred or parked the transferred or parked call is considered out of this workgroup In Talk Time Sum of talk duration of incoming answered workgroup calls Talk duration lasts from the...

Page 56: ... Logout Reason code Lower half of window Totals Averages and Percentages Total Logged In Time Total of agent login duration to this workgroup Total Inbound Calls Answered Total of In Calls Ans Total Talk Time Total of In Talk Time Average Talk Time Total Talk Time divided by Total Inbound Calls Answered Total Connected Outbound Calls Total of Out Calls Ans Total Talk Time Total of Out Talk Time Av...

Page 57: ...tatistics Incoming Calls Incoming workgroup calls Calls in Queue Count of calls in workgroup queue while all agents are not available when agent RNA and No Answer Call Handling is set to Forward to Next Group Member this call is re queued but will not be counted twice Calls Answered Count of workgroup calls that were answered by agents if a login agent uses Pick Call from Queue feature in MaxAgent...

Page 58: ...or by system automatically redirecting caller to VM where caller leaves a message Calls Abandoned in Queue Count of caller hang up while in queue listening to music or queue greeting Calls Abandoned during Ring Count of caller hang up while ringing a workgroup agent Calls Abandoned to VM without Msg Count of calls abandoned to VM by caller pressing a digit or by system automatically redirecting ca...

Page 59: ...f Overflowed Redirected Total Calls Abandoned Total of Calls Abandoned which is the sum of Abandoned in Queue Abandoned During Ring Abandoned to Voice Mail and Abandoned to Others in the following sub categories Abandoned in Queue Total of Calls Abandoned in Queue Abandonedduring Ring Total of Calls Abandoned during Ring Abandoned to Voice Mail Total of calls abandoned to voice mail which is the s...

Page 60: ... Total Inbound Talk Time divided by Total Calls Answered Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by Total Calls Answered Average Wait Time for Overflowed Calls Total Wait Time Queue Duration Ring Duration for Overflowed Calls divided by Total Calls Overflowed Average Wait Time for Abandoned Calls Total Wait Time Queue Duration Ring Duration for Abandoned Cal...

Page 61: ...n Ring Duration for Abandoned Calls Total Outbound Connected Calls Total of Outgoing Calls Total Outbound Talk Time Total of Outgoing Calls Duration Average Outbound Talk Time Total Outbound Talk Time divided by Total Outbound Connected Calls Workgroup Statistics Window Shown in Statistics WG Statistics on page 30 Field Definition ...

Page 62: ...XCS system in MaxAdmin LONG value 1 100 Time_Stamp GMT time when activity occurs Seconds since 1970 01 01 00 00 00 LONG GMTOffset Offset to GMT time includes daytime savings in seconds ex Pacific Summer time 25200 LONG LocalDay 8 digit number representing date ex 20040608 06 08 2004 LONG Format yyyymmdd DayOfWeek Day of the week LONG 0 Sunday 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Sa...

Page 63: ...out an IP phone agent from the workgroup 97 Agent s physical or IP extension is changed to virtual extension System logs out the extension from workgroup 98 Supervisor logs out the agent 99 Agent ring no answer System logs out the agent from workgroup based on configuration WrapUpSess ionID Call session for wrap up LONG WrapUpDir ection Call direction for wrap up LONG When Activity 8 Wrapup 1 inbo...

Page 64: ...ONG LocalDay 8 digit number representing date ex 20040608 06 08 2004 LONG Format yyyymmdd DayOfWeek Day of the week LONG 0 Sunday 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Saturday AgentNum Agent Extension Number LONG WGNum Workgroup Number LONG uid Unique ID to link to AGENTPERWGSUMMARY2 and AGENTPERWGSUMMARY3 LONG Database Element Definition Type Specification Version Version of the r...

Page 65: ...apUp Wrap up duration for incoming calls LONG NumInWGV M Count of WG calls to agent s VM with message LONG DurInWGV M Total duration of voicemail message LONG NumInWGH old Number of incoming calls hold by agent One call hold multiple times count once only LONG DurInWGHo ld Hold duration of incoming calls LONG NumOutWG Connected Count of outgoing connected calls including trunk and extension calls ...

Page 66: ...stem in MaxAdmin LONG value 1 100 uid Unique ID to link to AGENTPERWGSUMMARY1 LONG DurLogin The total time agent was logged in LONG Database Element Definition Type Specification Version Version of the record LONG 2 OE ACM 5 0A NodeID Server ID System ID assigned to a MAXCS system in MaxAdmin LONG value 1 100 uid Unique ID to link to AGENTSUMMARY2 AGENTSUMMARY3 and AGENTSUMMARY4 LONG StartTime GMT...

Page 67: ...cification The following values are significant only when an agent logs into at least one workgroup If an agent doesn t log into any workgroup all values should be zero Version Version of the record LONG 2 OE ACM 5 0A NodeID Server ID System ID assigned to a MAXCS system in MaxAdmin LONG value 1 100 uid Unique ID to link to AGENTSUMMARY1 LONG NumInDirCall Direct non workgroup incoming call LONG Nu...

Page 68: ... hold One call on hold multiple times will count once only LONG DurOutDirHold Total hold duration of direct outbound calls LONG NumAgentBusy Number of times agent is busy LONG DurAgentBusy The duration of time when agent is busy LONG NumInWrapUp Number of times agent entered Wrap Up LONG DurInWrapUp Wrap up duration of incoming workgroup calls LONG NumOutWrapU p Number of wrap ups for outbound wor...

Page 69: ...n agent doesn t log into any workgroup all values should be zero Version Version of the record LONG 2 OE ACM 5 0A NodeID Server ID System ID assigned to a MAXCS system in MaxAdmin LONG value 1 100 uid Unique ID link to AGENTSUMMARY1 LONG NumAgentDND Number of times agent entered DND LONG DurAgentDND Total duration of the DND LONG NumAgentFWD Number of times agent enable extension forward and enter...

Page 70: ...70 01 01 00 00 00 LONG EndTime GMT end time of record s period Seconds since 1970 01 01 00 00 00 LONG GMTOffset Offset to GMT time includes daytime savings in seconds ex Pacific Summer time 25200 LONG LocalDay 8 digit number representing date ex 20040608 06 08 2004 LONG Format yyyymmdd DayOfWeek Day of the week LONG 0 Sunday 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Saturday SessionID S...

Page 71: ...y the system for this call 1 9 LONG StartPriority Call priority at Start Time 1 9 LONG EndPriority Call priority at End Time 1 9 LONG CallerType Type of line for an incoming call LONG 0 Unknown line type 1 Ext analog 2 Ext IP 3 Reserved 4 Ext virtual 5 Workgroup 6 Application Extension 7 Analog Trunk 8 T1 Trunk 9 IP Trunk 10 PRI Trunk 11 not used 12 E1 trunk CallerPad Line s physical address for a...

Page 72: ... line type LONG 0 Unknown line type 1 Ext analog 2 Ext IP 3 Reserved 4 Ext virtual 5 Workgroup 6 Application Extension 7 Analog Trunk 8 T1 Trunk 9 IP Trunk 10 PRI Trunk 11 not used 12 E1 trunk TargetPad Physical address of line for a called target UCHA R 5 E g 0004 where 00 slot and 04 channel TargetNum Number for a called target CHAR 41 TargetName Name for a called target CHAR 65 TargetTenant Ten...

Page 73: ... an incoming call is connected to the Auto Attendant IVR multiple connections to AA IVR in a single session produces multiple records LONG RingDuration Duration in seconds a call is ringing and in workgroup queue LONG QueueDuration Duration in seconds when a call stays in a queue LONG VMDuration Duration in seconds after a call goes into a voicemail box includes greeting false attempts at messages...

Page 74: ...orward target LONG 1 Abandon to AA 2 Abandon to Operator 3 Abandon to Extension 4 Abandon to Outside Number 5 Abandon to VM 6 Abandon to Application 7 Abandon to Others 8 Call Disconnected AdvQAppType Type of Advanced Queue Management Application LONG MMCallType Multi Media call type LONG PriorityQueueD uration The duration in seconds of a call hold current priority in queue LONG IVRExitPoint Exit...

Page 75: ...gent then disconnected 9 Conference caller is conferenced with others then disconnected 10 Conference Member every member of a conference call will have a record with this exit state 11 Hold A calls B and is connected B uses MaxCommunicator MaxAgent to hold this call B drops and now A is in Hold state Then A drops Call A gets this exit state 12 Transfer call is transferred by an agent who pressed ...

Page 76: ...k Up A calls B While B is ringing C enters 29B to pick up this call Call A with B gets this exit state 21 All Trunks Busy A dials an outside number and no trunk is seized A drops and gets this exit state 22 No session A tries to log on to MaxCommunicator MaxAgent AltiConsole third party application but there are no more licenses available 23 Personal Park call is parked by 31 24 System Park call i...

Page 77: ... in MaxAdmin LONG value 1 100 StartTime GMT start time of record s period Seconds since 1970 01 01 00 00 00 LONG EndTime GMT end time of record s period Seconds since 1970 01 01 00 00 00 LONG GMTOffset Offset to GMT time includes daylight savings in seconds ex Pacific Summer time 22500 LONG LocalDay 8 digit number representing date ex 20040608 06 08 2004 LONG Format yyyymmdd DayOfWeek Day of the w...

Page 78: ...O verSLT Number of calls exceed SLT Snapshot at EndTime LONG CurServiceLev el Real time Service Level for WG Queue Snapshot at EndTime LONG IntvMaxNumA gentUnStaff Maximum Agents Un Staffed in record s period LONG IntvMaxNumA gentLogout Maximum Agents Logged Out in record s period LONG IntvMaxNumA gentError Maximum Agents Error in record s period LONG IntvMaxNumA gentBusy Maximum Agents Busy in re...

Page 79: ...for WG Queue in record s period LONG Database Element Definition Type Specification Version Version of the record LONG 2 OE ACM 5 0A NodeID Server ID System ID assigned to a MAXCS system in MaxAdmin LONG value 1 100 StartTime GMT start time of record s period Seconds since 1970 01 01 00 00 00 LONG EndTime GMT end time of record s period Seconds since 1970 01 01 00 00 00 LONG GMTOffset Offset to GM...

Page 80: ...ent this counter is incremented If the call is transferred or parked this call is considered out of workgroup LONG DurInTalk Talk duration of incoming calls NumInAnswered starting from the time an agent answered a call until the call is disconnected transferred or parked LONG DurInAnsQ Total Queue time for answered inbound WG calls LONG DurInAnsRing Total ring time for answered inbound WG calls LO...

Page 81: ...a digit or the system redirects the call to VM LONG DurInAbnVmMsg Total Queue time for calls abandoned to VM leaving voice message LONG DurInAbnVmMsg _RingTime Total Ring time for calls abandoned to VM leaving voice message LONG NumInAbnVmNo Msg Number of calls abandoned to VM without leaving VM redirected to VM from queue by caller pressing a digit or the system redirecting the call to VM LONG Du...

Page 82: ... DurInAbnQ DurInAbnInQ DurInAbnDuringR ing DurInAbnVmMsg DurInAbn VmNoMsg DurInAbnToApp Du rInAbnToOthers LONG NumInOverflow WG calls overflowed or redirected to other target LONG DurInOverflowQ Total Queue time for overflowed or redirected calls LONG DurInOverflowRi ng Total ring time for all overflowed or redirected calls LONG NumInAnsWithin SLT Total calls answered with wait time less than or e...

Page 83: ...nd WG calls that were recorded LONG DurOutRecord Duration of outbound WG calls that were recorded LONG NumOutXfer Count of outbound WG calls that were transferred by agent LONG NumOutWrapUp Count of agent outbound WG calls that entered wrap up state LONG DurOutWrapUp Total outbound WG Wrap up duration LONG NumInAbnInQWi thinSLT Total number of calls hang up in queue with wait time less than or equ...

Page 84: ...t interval QueueTime RingTime SLT LONG NumInAbnToOth ersWithinSLT Number of all other abandoned calls for example Ext WG External AA IVR with wait time less than or equal to Service Level Threshold within report interval QueueTime RingTime SLT LONG NumInOverflow WithinSLT WG calls overflowed to other target with wait time less than or equal to Service Level Threshold within report longerval QueueT...

Page 85: ...yyyymmdd EndTimeG MTOffset Offset to GMT time when the extension is removed includes daylight savings in seconds ex Pacific Summer time 25200 LONG Format yyyymmdd RevisionID Revision ID beginning from 0 the bigger the number the older the record LONG Database Element Definition Type Specification Version Version of the record LONG 2 OE ACM 5 0A NodeID Server ID System ID assigned to a MAXCS system...

Page 86: ...daylight savings in seconds ex Pacific Summer time 25200 LONG Format yyyymmdd EndTimeG MTOffset Offset to GMT time when the extension is removed includes daylight savings in seconds ex Pacific Summer time 25200 LONG Format yyyymmdd RevisionID Revision ID beginning from 0 the bigger the number the older the record LONG Database Element Definition Type Specification ...

Page 87: ...ne system desktop phonesets using standard analog communication voltage variations represent voice signals ANI Automatic Number Identification The phone number of the person or site making a phone call to the system ANI is provided on T1 PRI circuits only and represents the billing number of the caller not necessarily the phone number For example ANI for people calling from a company ASA Average S...

Page 88: ...any DNIS numbers in call centers therefore can conceptually be regarded as applications Call Duration Duration Average amount of time a call takes from phone system answer to phone system disconnect E Exit State The state of the call in the phone system when the caller decided to disconnect The nominally correct exit state is when a caller disconnects during conversation with a person or after lea...

Page 89: ...ce over analog circuits to the central office i e trunks Sometimes also used as station lines extensions and trunk lines trunks Log off with reason code An agent can log out of a workgroup because they have a lunch break classes or other reasons The manager establishes the meaning of numeric codes and the system records them when used M MaxWaitTime The maximum amount of time a call has waited in q...

Page 90: ...cal slot on the processor chassis where an interface board is located and the channel assigned on that interface board represents an extension or trunk port Party1 Party1 found in the database schema represents the first extension originating an outbound call or answering a incoming call from a trunk In a call center Party1 is typically the first agent to answer the caller Party2 Party2 found in t...

Page 91: ...er This can be true for any type of call to any extension However within a call center failure to reach an agent whose phone is in the signed on and idle state getting an RNA is a problem Calls getting an RNA from an agent phone will be sent back to the queue this is configurable in most cases The agent s phone will then be taken out of service Route Name The name of an outbound outcall route tabl...

Page 92: ...total number of calls in queue over the same interval The threshold which is the maximum amount of time the company would like a caller to have to wait for an agent is configurable in MaxAdmin Note See also data schema descriptions Session ID Number A unique number usually 9 digits or larger assigned by MAXCS to a call This number uniquely identifies a call If an incoming call is transferred by an...

Page 93: ...l dedicated channel on the digital connection When IP trunks are mentioned it means a data packet with a specific destination IP address being sent out on a LAN or WAN Trunk PAD Number The board and channel numbers respectively 0102 Trunk Remote Number The target phone number of an outgoing call or The CALLID ANI for an incoming call or The IP address of the target far end system for either incomi...

Page 94: ...e message mailbox is an extension number where calls are sent to leave messages VM box extensions are used for workgroups in call centers as well as the standard uses for individuals VM Start Time The time a call enters the voice mail system to potentially record a message W WorkGroup The workgroup is an extension representing a collection of individual extensions such that each of these individua...

Page 95: ...nutes after which the agent is forced back into taking calls or it can be variable controlled by MaxAgent where the agent releases their phone for the next call The settings can be designed to allow agents to control the wrapup time until a limit occurs the fixed time ...

Page 96: ...92 CDR Manual ...

Page 97: ...nal logging 8 EXTINFORMATION 80 G glossary 10 83 I inbound call scenarios 42 installation requirements 1 L link session ID number 67 login 11 logout 11 M Microsoft SQL 8 multi project naming 10 N node ID 58 60 62 63 64 65 66 80 81 R ring no answer 11 route name 10 S session ID 18 session ID number 66 SMDR 10 SQL 8 Stop button 26 system requirements 1 T trunk type 68 W WGRTSUMMARY 73 WGSUMMARY 75 w...

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