Altigen Call Detail Reporting User manual

Shaping the Future of Converged Communications

Voice

Internet

Data

CDR Manual 4.5

2-4.5

www.altigen.com

Call Detail

Reporting

for AltiWare Open Edition (OE) Release 4.5

Manual

Revised 02/2002 4403-0012-4.5

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

yoursole responsibility to use the security featuresand 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.

47427 Fremont Blvd.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiSpan, AltiReach, AltiLink, AltiConsole,

AltiAdmin, Zoomerang, and Dynamic Messaging are trademarks or

registered trademarks of AltiGen Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Printed in U.S.A. 02/2002 4403-0012-4.5

CDR Manual 1

Contents

Warranty............................................v

CHAPTER 1

UsingCDRSearch ..................................1

InstallingCDRSearchonaClientSystem ...................1

Logging In ............................................2

CDRSearch .........................................7

WorkgroupCDRSearch...............................10

WorkgroupStatisticsSearch............................13

Summary(CDRSearchandWGCDRSearch).............15

CallDetails.........................................16

Statistics(WGStatistics)..............................18

PrintingRecords.......................................19

CHAPTER 2

CDROverview ....................................21

Real-timeMonitoringandtheCDRClient ..................21

TheRTMStatisticsDatabase...........................21

CallCenterEventsandCDR .............................26

PastandPresentCDR ..................................26

CHAPTER 3

DataStorage ......................................29

Internal Logger Service . . ...............................29

ExternalLoggerService.................................30

ExternalLoggerServiceInstallation .....................30

SQLBackupandMaintenance..........................32

CHAPTER 4

CDR and Workgroup CDR Search — Typical Searches . .35

2CDR Manual

CHAPTER 5

RecordsandDataSchema ...........................39

SearchResults ........................................39

ConfigurationAreasAffectingCDRInformation.............78

RoutingandRouteName..............................78

Multi-TenantNaming.................................78

Wrapup............................................79

RingNoAnswerConfigurationsandVM.................79

Sign-onandSign-off.................................79

ConferenceCallLimitation............................79

ExampleCallSequencesandtheirEffectonCDRRecords .....80

ReportingFieldsGlossary ...............................82

CDRTimestampsandDates ...........................82

Starttime ..........................................82

Index...............................................83

CDR Manual v

Warranty

What The Warranty Covers

AltiGen Communications warrants its hardware products to be free from

defects in material and workmanship during the warranty period. If a

product proves to be defective in material or workmanship during the

warranty period, AltiGen Communications will, at its sole option, repair,

refund or replace the product with a like product.

How Long the Warranty Is Effective

All AltiGen Communications products are warranted for one (1) year for

all parts from the date of the first end user purchase.

WhomtheWarrantyProtects

This warranty is valid only for the first end user purchaser.

What the Warranty Does Not Cover

1. Any product on which the serial number has been defaced, modified or

removed.

2. Damage, deterioration or malfunction resulting from:

a) Accident, misuse, neglect, fire, water, lightning, or other acts of

nature, unauthorized product modification, or failure to follow

instructions supplied with the product.

b) Repair or attempted repair by anyone not authorized by AltiGen

Communications.

c) Any damage of the product due to shipment.

d) Removal or installation of the product.

e) Causes external to the product, such as electric power fluctuations

or failure.

f) Use of supplies or parts not meeting AltiGen Communications’

specifications.

g) Normal wear and tear.

h) Any other cause which does not relate to a product defect.

vi CDR Manual

3. Shipping, installation, set-up and removal service charges.

HowtoObtainService

End user customers should contact your Authorized AltiGen Dealer for

service.

Authorized AltiGen Dealers must follow the steps below for service:

1. Take orship the product(shipment prepaid) to your AltiGen distributor

or to AltiGen Communications, Inc.

All materials being returned to AltiGen must have an associated RMA

number. RMA numbers are issued by AltiGen Customer Service and can

be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA

form, available from the AltiGen website at http://www.altigen.com/

partner/product.htm, to 510-252-9738, attention to Customer Service.

AltiGenreservesthe righttorefuse returnofanymaterialthatdoesnothave

an RMA number. The RMA number should be clearly marked on the

outside of the box in which the material is being returned. For example:

Attn.: RMA # 123

AltiGen Communications, Inc.

47427 Fremont Blvd.

Fremont, CA 94538

Upon authorization of return, AltiGen will decide whether the

malfunctioning product will be repaired or replaced.

2. To obtain warranty service, you will be required to provide:

a) the date and proof of purchase

b) serial number of the product

c) your name and company name

d) your shipping address

e) a description of the problem.

3. For additional information contact your AltiGen Dealer or AltiGen

Communications, Inc. via e-mail at support@altigen.com.

CDR Manual vii

Effect of State Law

This warranty gives you specific legal rights, and you may also have other

rights which vary from state to state. Some states do not allow limitations

on implied warranties and/or do not allow the exclusion of incidental or

consequential damages, so the above limitations and exclusions may not

apply to you.

Sales Outside the U.S.A.

For AltiGen Communications products sold outside of the U.S.A., contact

your AltiGen Communications dealer for warranty information and

services.

viii CDR Manual

CDR Manual 1

Using CDR Search

HAPTER

Using CDR Search

CDR Search is a client application that lets you search a Call Detail

Reporting database. You can install CDR Search on either the AltiServ

server or on an administrator client desktop. CDR Search works only with

AltiWare OE Release 4.5 and higher.

CDR Search, WG CDR Search, WG Statistics

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 mustlog in as the administrator.

•WG 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

AltiSupervisor client. To perform this search, you can log in as the

administrator or as a workgroup supervisor.

Installing CDR Search on a Client System

System Requirements

• The client system must be running Windows 98, 2000, NT, Windows

ME, or higher.

• AltiWare OE Release 4.5 or higher must be installed on the AltiServ

system and the link to TCP/ IP enabled.

To install the CDR client:

1. Log in to the client machine using a domain account and make sure it

is connected to the network on which AltiServ is running.

2. Exit all Windows applications.

3. Insert the AltiWare OE 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.

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