Altigen Call Detail Reporting User manual

Call Detail

Reporting

for AltiWare Open Edition (OE) Release 4.6

and AltiContact Manager (ACM) Release 4.6

Manual

Revised 06/2003 4403-0012-4.6

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.

47427 Fremont Blvd.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiContact Manager, 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. 06/2003 4403-0012-4.6

CDR Manual i

Contents

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

CHAPTER 1

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

Installing CDR Search on a Client System . . . . . . . . . . . . . . . . . . . 1

LoggingIn ............................................2

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

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

WorkgroupStatisticsSearch............................12

SearchResults ........................................14

Summary (CDR Search and WG CDR Search) . . . . . . . . . . . . . 15

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

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

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

CHAPTER 2

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

Real-TimeMonitoringandtheCDRClient..................21

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

CallCenterEventsandCDR .............................25

PastandPresentCDR ..................................25

CHAPTER 3

DataStorage ......................................27

InternalLoggerService .................................27

ExternalLoggerService.................................28

ExternalLoggerServiceInstallation .....................28

SQLBackupandMaintenance..........................30

ii CDR Manual

CHAPTER 4

CDR and Workgroup CDR Search — Typical Searches . .31

CHAPTER 5

RecordsandDataSchema ...........................35

SearchResults ........................................36

RTMDataSchema ....................................61

ConfigurationAreasAffectingCDRInformation.............77

RoutingandRouteName..............................77

Multi-TenantNaming.................................77

Wrapup............................................78

RingNoAnswerConfigurationsandVM.................78

Sign-onandSign-off.................................78

ConferenceCallLimitation............................78

Example Call Sequences and their Effect on CDR Records . . . . . 79

ReportingFieldsGlossary ...............................81

CDRTimestampsandDates ...........................81

Starttime ..........................................81

CHAPTER 6

TAPITCDRLoader................................83

SystemRequirements ..................................83

Installing CDR Loader for AltiGen . . . . . . . . . . . . . . . . . . . . . . . . 83

Installing CDR Loader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Setting Up TAPIT and CDR Loader for Single Node (AltiGen) . 84

Setting Up TAPIT and CDR Loader for Multiple Node (AltiGen) 88

Index...............................................93

CDR Manual 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 (1) 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.

iv CDR Manual

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:

1. Take or ship 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 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 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 v

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.

vi 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 system

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

AltiWare OE Release 4.6 (and higher) or AltiContact Manager 4.6 (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 must log 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 4.6 (or higher) or AltiContact Manager 4.6 (or

higher) must be installed on the 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 the system is running.

2. Exit all Windows applications.

Logging In

2CDR Manual

3. Insert the AltiWare OE or AltiContact Manager 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.

Uninstalling CDR Search

1. From the Windows Start menu, select Programs > CDR Search >

Uninstall CDR Search 4.6.

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

program, and respond to any additional prompts.

Logging In

There are two ways to log in to CDR search.

Administrator login lets you perform all three types of search described in

“CDR Search, WG CDR Search, WG Statistics” on page 1. To log in as an

administrator,yourextensionmustbedesignatedastheManagerExtension

in AltiAdmin or ACM Admin. See your system administrator for details.

Workgroup supervisor login lets you run a WG CDR search or a WG

Statistics search, described in “CDR Search, WG CDR Search, WG

Statistics” on page 1.To log in as a workgroup supervisor, the option-pack

license must be installed on the server. For information on obtaining a

license, contact your Authorized AltiGen dealer.

Before you log in

When you log in for the first time, you need to know either the IP address

or the name of the server you’ll be linking to. (If you use the server name

rather than the IP address, CDR Search replaces the name with the IP

address the next time you log in.)

To obtain the AltiWare or ACM Admin IP address, ask your system

administrator.

Note: If you are connecting to the Internet through a modem, establish a

connection from your PC to your ISP before you log in to CDR

search.

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