Altigen MAX Communication Server Release 6.5 User manual

Call Detail

Reporting

Manual

MAX Communication Server

Release 6.5

Update1

12/2009 4403-0012-6.5 Update1

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.

410 East Plumeria Dr.

San Jose, CA 95134

Telephone: 888-AltiGen (258-4436)

Fax: 408-597-9020

E-mail: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall,

Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,

Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, 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.

4403-0012-6.5 Update1

CDR Manual i

Contents

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

CHAPTER 2

CDR Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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

Changing Time Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

CHAPTER 3

Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

ii CDR Manual

CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Group CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Workgroup Statistics Search . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Summary (CDR Search and Group CDR Search) . . . . . . . . . . . 26

Call Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Statistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Exporting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

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

CDR Manual 1

Installation

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 6.5 Update1

works only with MAX Communication Server (MAXCS) ACC/ACM 6.5

Update1.

Important: AltiWare/MAXCS client programs earlier than MAXCS 6.5

Update1 cannot be installed in the same PC running 6.5

Update1 client 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 better

• Keyboard and mouse

• MAX Communication Server ACC/ACM 6.5 Update1 running on a

server accessible to this client.

Hardware Requirements

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

512M RAM. The following external CDR databases are supported:

• Microsoft SQL Server 2008

Pre-Installation Checklist

2CDR Manual

• Microsoft SQL Server 2008 Express

• Microsoft SQL Server 2005

• Microsoft SQL Server 2000

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

CDR Search.

Pre-Installation Checklist

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

• MAXCS ACC 6.5 Update1 or MAXCS ACM 6.5 Update1 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 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.

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, go to Control Panel > Add/Remove

Programs. Select CDR Search 6.5 Update1, and click the Remove

button.

2. Click Yes when asked if you want to uninstall the program.

Installing CDR Search on a Client System

CDR Manual 3

Installation

Downgrade Procedure

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

Search 6.5 Update1 program and ALL OTHER 6.5 Update1 client

applications (including 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 prior CDR Search software.

Downgrade Procedure

4CDR Manual

CDR Manual 5

CDR Overview

HAPTER

CDR Overview

AltiGen’s Call Detail Recording (CDR) solutions include data creating,

recording, collecting, and reporting. While CDR can be used for individual

and departmental billing, timecards, and market analysis, this manual

places special emphasis on CDR’s use for call center applications. The data

schema are designed to provide information for PBX, call center, billing,

multi-project, and performance tracking information.

Real-Time Monitoring and the CDR Client

Workgroup call data is captured from the real-time monitoring function of

the MaxSupervisor client application and made available to a dedicated

feature—the “WG Statistics” tab—in the CDR Search client. The

difference between 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 of calls in the workgroup’s

queue, the amount of time callers waited in the queue, and the number of

calls that were abandoned from the queue, during the searched time period.

This data is stored in its own database, which is configured for backups,

storage limits, and the granularity of your data (determined by the interval

size) via settings in MaxAdmin.

The RTM Statistics Database

The RTM statistics database, called "rtmData.mdb," is installed

automatically with MAXCS in a folder called "AltiDB," in any location the

user chooses

Real-Time Monitoring and the CDR Client

6CDR Manual

You can set up call reporting if MAXCS and MaxAdmin are installed on

the same server.

In MAXCS, call reporting distinguishes between call detail data, which

records every call made to, out of, and within the MAXCS system, and

RTM data, which is workgroup-related statistical data captured from the

real-time monitoring function used in the MaxSupervisor client

application. Both types of data can be set up for call reporting, or logging,

although 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 them, are created in a subdirectory called

DBBackup, which in turn contains three subdirectories: MCDR for

Advanced Call Data, RTMCALL for Call Data, and RTMDATA for

RTM data. These three types of data have separate report screens in the

CDR Search client, and are described in the CDR documentation.

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