Altigen Call Detail Reporting User manual

Call Detail

Reporting

for AltiWare ACC Release 5.1

and AltiWare ACM Release 5.1

Manual

Revised 11/2007 Version #3 4403-0012-5.1

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.

4555 Cushing Pkwy.

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, AltiContact Manager, AltiLink, AltiConsole,

AltiAdmin, ACM Admin, AltiVR Player, Zoomerang, IPTalk, 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.

4403-0012-5.1

CDR Manual i

Contents

Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 2

Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Group CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Workgroup Statistics Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Summary (CDR Search and Group CDR Search) . . . . . . . . . . . 18

Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Statistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Exporting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

CHAPTER 3

CDR Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Real-Time Monitoring and the CDR Client . . . . . . . . . . . . . . . . . . 25

The RTM Statistics Database . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

ii CDR Manual

Internal Database Configuration (Internal Logger Service). . . . 27

External (Remote) Logging of Call Data. . . . . . . . . . . . . . . . . . 28

Call Center Events and CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Past and Present CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Configuration Areas Affecting CDR Information . . . . . . . . . . . . . 30

Routing and Route Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Multi-Project Naming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Wrapup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Ring No Answer Configurations and VM . . . . . . . . . . . . . . . . . 31

Conference Call Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Changing Time Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

CDR Manual AltiView 4.5 User Guide iii

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 year for all parts from the date

of the first end user purchase.

Whom the Warranty Protects

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.

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

How to Obtain Service

End user customers should contact your Authorized AltiGen Dealer for service.

Authorized AltiGen Dealers must follow the steps below for service:

iv AltiView 4.5 User GuideCDR Manual

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

Communications, Inc.

Allmaterials beingreturned toAltiGen musthave anassociatedRMA 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 to 510-252-9738, attention to Customer Service. AltiGen

reserves the right to refuse return of any material that does not have an RMA number. The

RMAnumber shouldbe clearlymarked onthe outsideof thebox inwhich the materialis being

returned. For example:

Attn.: RMA # 123

AltiGen Communications, Inc.

4555 Cushing Pkwy.

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. Foradditional informationcontactyour AltiGenDealeror AltiGenCommunications, Inc.

via e-mail at [email protected].

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.

CDR Manual 1

Using CDR Search

HAPTER

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 5.1 works only

with AltiWare ACC 5.1 or AltiWare ACM 5.1.

Important: AltiWare client programs earlier than 5.1 cannot be installed in

the same PC running 5.1 client programs.

System Requirements

The client system must meet the following minimum requirements.

• IBM/PC AT compatible system

• Intel 133 MHz Pentium or equivalent

• Windows 2000 Server/Professional with SP4, or Windows XP

Professional

• 250 MB available hard drive disk space

• 256 MB RAM

• SVGA monitor (800 x 600) with 256 color display, or better

• Keyboard and mouse

• AltiWare ACC/ACM 5.1 running on a server accessible to this client.

Hardware Requirements

• External database server should be at least Pentium 4, 1 GHz with

512M RAM.

Important: Refer to “Limitations” on page 37 for a list of limitations for

CDR Search.

Pre-Installation Checklist

2CDR Manual

Pre-Installation Checklist

Before installing CDR Search, make sure the following is done:

• AltiWare ACC 5.1 or AltiWare ACM 5.1 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 AltiWare 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, select Programs > CDR Search >

Uninstall CDR Search 5.1.

2. Click OK when the dialog box asks if you want to uninstall the

program, and respond to any additional prompts.

Downgrade Procedure

1. Go to Control Panel > Add/Remove Programs and remove the CDR

Search 5.1 program and ALL OTHER 5.1 client applications

(including AltiAgent, AltiView, AltiSupervisor and AltiConsole).

2. Reboot your system.

Installing CDR Search on a Client System

CDR Manual 3

Using CDR Search

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 CDR Search 5.1 software.

Downgrade Procedure

4CDR Manual

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