Altigen CDR User Guide

Call Detail
Reporting

forAltiWareOpenEdition(OE)/AltiServContact
Center (ACC) Release 5.0
and AltiContact Manager (ACM) Release 5.0

Manual

Revised 05/2004 4403-0012-5.0

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 designedsecurityfeatures into its products, it is
your soleresponsibility tousethe securityfeaturesand 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 informationcontained
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: [phone]
Fax: [phone]
E-mail: [e-mail]
Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, ACM Admin, Alti-IP 600, AltiVR Player, 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 res pective manufacturers.

Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
Printed in U.S.A. 05/2004 4403-0012-5.0

Contents

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

C

HAPTER 1

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

NewinVersion5.0....................................1

Installing CDR Search on a Client System . . . . . . . . . . . . . . . . . . . 2

InstallationNotes.....................................2

DowngradeProcedure .................................3

LoggingIn ............................................4

RunningaSearch .......................................9

CDRSearch .........................................9

GroupCDRSearch...................................12

WorkgroupStatisticsSearch............................15

SearchResults ........................................16

Summary (CDR Search and Group CDR Search) . . . . . . . . . . . 17

CallDetails.........................................18

Statistics(WGStatistics)..............................20

ExportingRecords .....................................21

PrintingRecords.......................................21

CHAPTER 2

CDROverview ....................................23

Real-TimeMonitoringandtheCDRClient..................23

TheRTMStatisticsDatabase...........................23

Internal Database Configuration (Internal Logger Service) . . . . 25

External(Remote)LoggingofCallData..................26

CallCenterEventsandCDR .............................27

PastandPresentCDR ..................................27

ConfigurationAreasAffectingCDRInformation.............28

RoutingandRouteName..............................28

Multi-ProjectNaming.................................28

CDR Manual i

Wrapup............................................29

RingNoAnswerConfigurationsandVM.................29

LoginandLog-out...................................29

ConferenceCallLimitation............................29

ChangingTimeSettings...............................30

CHAPTER 3

DataStorage ......................................31

CommonFeaturesofILSandELS ........................31

DifferencesbetweenILSandELS ........................32

InternalLoggerService...............................32

ExternalLoggerService...............................32

LoggerServiceConfiguration ............................33

ExternalLoggerServerConfigurationTool .................33

Configuration GUI for External Logger Server. . . . . . . . . . . . . 34

Limitations.........................................35

CHAPTER 4

CDR and Workgroup CDR Search — Typical Searches . .37

Example Call Sequences and their Effect on CDR Records . . . . . 40

CHAPTER 5

RecordsandDataSchema ...........................43

SearchResults ........................................44

RTMDataSchema ....................................74

ReportingFieldsGlossary...............................80

CDRTimestampsandDates...........................80

Starttime ..........................................80

Glossary ............................................83

Index...............................................91

ii CDR Manual

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.

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:

CDR Manual iii

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

All materials being returnedtoAltiGen 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.
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. For additional informationcontact your AltiGen Dealer or AltiGen Communications, Inc.
via e-mail at [e-mail].

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.

iv CDR Manual

C

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/ACC Release 5.0 or AltiContact Manager (ACM) 5.0.

CDR Search, Group 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.

• Group CDR lets you specify a search by workgroup. To p erform 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.

1

Using CDR Search

New in Version 5.0

• Statistics displays have been restructured.

• CDR Search Tool for 4.6 CDR database is available for customers
upgrading from 4.6 to 5.0. The utility has the same functionality as
CDR Search 4.6, and can work when AltiWare 4.6 is not running.
Extension login is needed for this tool.

• Dual external CDR database support — CDR Search can select from
one of two external databases for database query.

• Standard ODBC and SQL interfaces support

• Support third-party database storage as External Database

• Extension password protection for logins.

CDR Manual 1

Installing CDR Search on a Client System

Installing CDR Search on a Client System

Important: 4.6 client programs cannot be installed in the same PC running

5.0 client programs.

Installation Notes

• For AltiWare OE/ACC and ACM installation, the following CDR
Logger components must be included:

— CDRLogDLL.dll
— Logservice.exe
— Libexpat.dll
— NewLogServiceInit.dll

After files are copied, load NewLogServiceInit.dll and call exported
InitLogService function and set the type as “0” (Internal Log Service).

• For External Logger Server installation, a new installation project
must be created. T he installation program should check if the user has
administrator priority and then ask for a destination folder where the
program is installed. The project must include the following files:

— Logservice.exe
— ELSCfg.exe
— Libexpat.dll
— NewLogServiceInit.dll
After files are copied:

1. Load NewLogServiceInit.dll and call exported InitLogService
function and set the type as “0” (Internal Log Service).

2. Create sub menu in system menu with the name “External Logger
Server.”

3. Create shortcut in the menu with the name “External Logger Server
Configuration” and link it to ELSCfg.exe.

• For CDR Search installation, the following file must be added:
— Libexpat.dll
After files are copied, no additional action is required.

2 CDR Manual

Using CDR Search

System Requirements

• Theclient system must be running Windows 98, 2000, NT, Windows
ME, or higher.

• AltiWare OE, AltiServ Contact Center, or AltiContact Manager
(Release 5.0 or higher) must be installed on the system and the link to
TCP/IP enabled.

Hardware Requirements

• External database server (such as Microsoft SQL 7.0 or 2000) should
be at least Pentium 4, 1 GHz with 512M RAM.

Important: Refer to “Limitations” on page 35 for a list of limitations for

CDR Search.

To install the CDR client:

1. Log in to the cl ient 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.

Using CDR Search

Uninstal ling CDR Sear ch

1. From the Windows Start menu, select Programs > CDR Search >
Uninstall CDR Search 5.0.

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 5.0 program and ALL OTHER 5.0 client applications
(including AltiAgent, AltiView, AltiSupervisor and AltiConsole).

2. Reboot your system.

3. Go to “<local drive>:Program Files\AltiGen\Shared Files\”and
remove AlpInterface.dll.

CDR Manual 3

Logging In

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 4.6 software.

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, Group CDR Search, WG Statistics” on page 1. To log in as
an administrator, your extension must be designated as the Manager
Extensionin AltiAdmin or ACM Admin. See your system administratorfor
details.

Workgroup supervisor login lets you run a Group CDR search or a WG
Statistics search, described in “CDR Search, Group 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 b efore you log in to CDR
search.

4 CDR Manual

Using CDR Search

Logging in - Administrator Login

1. From the Windows Start menu, select Programs > CDR Search >
CDR Search 5.0. The Login window appears.

Figure 1. Login window

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.
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
Administrator’s setting).

Using CDR Search

4. Select Administrator login and click OK.

CDR Manual 5

Logging In

5. In the CDR Server dialog box, select the database containing the data
you want to access, then click Select.

Figure 2. CDR Server dialog box

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.

Logging in - Workgroup Supervisor Login

1. From the Windows Start menu, select Programs > CDR Search >
CDR Search 5.0. The Login window appears.

Figure 3. Login window

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 passwordfor

the next time you access CDR Search.

6 CDR Manual

Using 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
Administrator’s setting).

4. Select Workgroup supervisor login, and click OK.

5. In the CDR Server dialog box, select the database containing the data
you want to access, then click Select.

Figure 4. CDR Server dialog box

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.

Using CDR Search

CDR Manual 7

Logging In

6. In the Password dialog box that appears, select the workgroups you
want, enter the password for each, and click OK to open the CDR
Search main window.

Figure 5. Password dialog box

This will allow access to the workgroup CDR and workgroup statis­tics.

If you enter an invalid password, 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 and thus
will not be available as a search criterion.

Figure 6. Password window showing invalid password

8 CDR Manual

Using CDR Search

Running a Search

The CDR Search main window has three tabs: CDR, Group CDR,and
WG Statistics.

Figure 7. CDR tab of CDR Search window

CDR Search

Using CDR Search

CDR Search lets you search all calls, internal and external. T o perform this
search, you must log in as the administrator.

To run a CDR search:

1. Select the time range for the search:

• User Define—the From/To fields default to a range that includes

the ten 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

2. Select the Type of search:

CDR Manual 9

Running a Search

• AllCalls—calls involving: Auto Attendant/IVR, Ring No Answer,

Queue, Voice Mail (no VM recorded or VM recorded), Connect,
Logon,Logoff,AllTrunksBusy,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

• 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 directed to voicemail

• UnansweredCalls—incoming or outgoingcalls not answeredby a

person
Note: For CDR records, Unanswered calls refer to calls

abandoned while in these states: AA, forward, RNA,
queue, voicemail, WG abandoned, call redirect, no more
session, pick up by and dial cancel. Calls abandoned also
include all calls routed to go somewhere other than a
workgroup, where a workgroup has busy call handling set
not to queue.

• All Trunks Busy—outgoing calls aborted due to busy signals
Note: See “CDRMAIN” on page 61 for call data d etails.

3. Define the type of calls in the Caller/Callee fields and enter values for
the Trunk and Extension, if applicable.

• All—searches for both incoming and outgoing calls

• To search for outgoing calls only—set Caller to Extension and

Callee to Trunk, then enter the appropriate numbers

• Tosearch forincoming calls only—set Caller toTrunk and Callee

to Extension, then enter the appropriate numbers

• To search for internal (station to station) calls—set Caller and

Callee to Extension

Use the drop down lists (located to the right of the Callerand Callee
value fields) to further define the value match for your record search:

10 CDR Manual

Using CDR 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 any part of the

extension/trunk digits.

Example:“252” is the Callee value enteredin the blank field.If exact
is selected, any record with only “252” in the Callee field is retrieved.
If like is selected with this value, any records w here “252” begins the
Callee field (e.g. 252-9712, 252-9713) is retrieved. If pat is selected
with this value, any records with “252” in any part of the Callee field
is retrieved (e.g: 252-9712, 946-2525).

4. In the search criteria fields, enter data for DNIS, Project, or Acct
Code as desired.

Use the drop down lists (located to the right of the DNIS, Project and
Acct Code 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 any part of the

DNIS/Project/Acct Code digits.

5. Select to Sort by:

Using CDR Search

• Date/Time—sortsday-by-day (or hour-by-hour if you selectToday

as the time range for the search).

• Extension—sorts by extension.

• Trunk—sorts by trunk.

• N/A—search without s orting, retrieves total number of records.

Note: For faster searching, using N/A to sort records is

recommended.

(For example, when you search for ConnectedCalls, 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 than 1 day, and Date/Time is selected for Sort
by, CDR will list records daily.

CDR Manual 11

Running a Search

6. Click Search. During the search, a progress window appears.

Figure 8. Search Progress window

To cancel the search, click Cancel.

7. Search results appear in the Summary window. Refer to “Search

Results” on page 16 for details on working with search results.

Group CDR Search

Group CDR s earch lets you specify a search by group. To perform this
search, you can log in as the administrator or as a workgroup supervisor.

Figure 9. Group CDR tab of CDR Search window

To run a Group CDR search:

1. Select the time range for the search:

• User Define—the From/To fields default to a range that includes

the ten previous days. Edit the date and time for a custom range.

12 CDR Manual

Using CDR Search

• Today—sets the 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:

• AllCalls—calls involving: Auto Attendant/IVR, Ring No Answer,

Queue, Voice Mail (no VM recorded or VM recorded), Connect,
Logon,Logoff,AllTrunksBusy,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

Note: When searching for All Calls in WG CDR, the search

results will not include workgroup agent login/logout, as
the system does not recognize logging in/out as a call.

• Connected Calls & Messages—Connected Calls plus “Messages

(see below)

• ConnectedCalls—incomingcalls answered by agent and outgoing

calls made by agent (when an OutgoingWorkgroupis selected for
the agent in the Workgroup Extension Configuration in AltiAdmin/
ACM Admin).

• Messages—calls directed to voicemail

• Unanswered Calls—incoming calls not answered by agent or

workgroup (abandoned in AA, forward, RNA, queue, voicemail,
WG abandoned, call redirect, n o more session, pick up by and dial
cancel). Calls abandoned also include all calls routed to go
somewhere other than a workgroup, where a workgroup has busy
call handling set not to queue.

Using CDR Search

• All Trunks Busy—outgoing calls aborted due to busy signals

• Agent Login/out—calls sorted by the login/out times of

workgroup member extension numbers

Note: See “CDRMAIN” on page 61 for call data d etails.

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 fields) to further define the value
match for your record search:

CDR Manual 13

Running a 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 any part of the

extension/trunk digits.

5. Select to Sort by:

• Date/Time—sortsday-by-day (or hour-by-hourif you select Today

as the time range for the search)

• Agent—sorts by agent

• Workgroup—sorts by workgroup

• Trunk—sorts by trunk

• N/A—search without sorting, retrieves total number of records.
Note: For faster searching, using N/ A to sort records is

recommended.

(For example, when you search for ConnectedCalls, 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 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 16 for details on working with search results.

14 CDR Manual

Using CDR Search

Workgroup Statistics Search

Workgroup Statistics lets you search workgroup call data (rtmData.mdb
records) captured from the real-time monitoring function 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.

Figure 10. WG Statistics tab of CDR Search window

To run a WG Statistics search:

Using CDR Search

1. Select the time range for the search:

• User Define—the From/To fields default to a range that includes

the ten 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

2. Select the Interval (1 day, 1 hour, or 15 minutes) to specify the

granularity of your search results.
Note: This selection is overridden by the interval setting in

AltiAdmin/ACM Admin. Ifyour search results produce greater
intervals t han you specified, consult your system
administrator.

3. Select the type of search:

• Workgroup Statistics—statistics on a specific workgroup

CDR Manual 15

Search Results

• 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 he/she belongs

Note: See “CDR Search and Group CDR Search Results Windows”

on page 44 for workgroup s tatis tics call data details.

4. Depending on the type of search you selected, specify a Workgroup
and/or Agent to search on.

5. Click Search. During the search, a progress window appears. To
cancel the search, click Cancel.

Search results appear in the Statistics window. Refer to “Search
Results” on page 16 for details on working with search results.

Search Results

The type of search you perform determines the type of results you see:
Summary, which also enables drilldown to call Details and Records
windows, or Statistics.

All Results windows have the following buttons:

• Export - exports selected calls to a csv file. Refer to “Exporting
Records” on page 21 for details.

• Print - prints the selected calls. Refer to “Printing Records” on page
21 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.

16 CDR Manual

Using CDR Search

Summary (CDR Search and Group CDR Search)

For CDR S earch and Group CDR Search, the Summary window displays
the results.

Figure 11. Summary window

•TheDetailbutton opens the Detail window for a selected call. Refer to

“Call Details” on page 18 for details.

Using CDR Search

CDR Manual 17

Search Results

Call Details

You can drill down for detailed information on call records.

1. To see details on a call,
select a record in the
Summary window and click

Detail.

The Detail window opens.

Figure 12. The Detail window

2. To view call records, right-click a record in the Detail window and

select Show Call Info.

18 CDR Manual

Figure 13. The Record window (Call Info)

Using CDR Search

Using CDR Search

CDR Manual 19

Search Results

Statistics (WG Statistics)

For Workgroup Statistics searches, the Statistics windows display the
results of your search. There are different wi ndows for the three types of
WG Statistics searches you can perform.

Figure 14. The Workgroup Statistics window

Figure 15. The Agent Statistics per Workgroup window

20 CDR Manual

Using CDR Search

Figure 16. Agent Statistics window

Exporting Records

You can export records in csv format from the Statistics, Summary, Detail,
and Record windows.

To export records from the Statistics window:

1. Click Export.

Using CDR Search

2. Click OK to open the Save As dialog box.

To export records from the Summary, Detail, and Record windows:

1. Do one of the following:

• To export specific records, select the records you want, then click

Export. In the Sel ect window that appears, select Export only
selected records.

• To export all records, 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.

CDR Manual 21

Printing Records

To export records from the Statistics window:

1. Click Print.

2. Click OK to open the Windows Print dialog.

To print records from the Summary, Detail, and Record windows:

1. Do one of the following:

• Toprint all records, click Print. In the Select window that appears,
select Print out all records.

• To print specific records, select the records you want, then click

Print. In the Select window that appears, select Print out only
selected records.

2. Click OK to open the Windows Print dialog.

22 CDR Manual

C

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 forcall center applications. Thedata
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 AltiSupervisor 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 d etail 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 AltiAdmin/ACM Admin.

2

CDR Overview

The RTM Statistics Database

The RTM statistics database, called "rtmData.mdb," is installed
automatically with AltiWare in a folder called "AltiDB," in any location the
user chooses.

CDR Manual 23

Real-Time Monitoring and the CDR Client

Figure 1. AltiServ installation

You can set up call reporting if AltiWare and AltiAdmin are installed on
thesameserver.

In AltiWare, call reporting distinguishes between call detail data, which
records every call made to,out of, and within the AltiServsystem, andRTM
data, which is workgroup-related statistical data captured from the real­time monitoring function used in the AltiSupervisor client application.
Bothtypes of datacan beset up for call reporting, orlogging, although their
storage systems are different.

• Call detail data can be logged to your l ocal 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 AltiWare 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 cli ent, and are described in the CDR documentation.

24 CDR Manual

CDR Overview

To set up and use call reports, select System Configuration... on the
Management menu, then click the Call Reports tab in AltiAdmin/ACM
Admin.

CDR Overview

Figure 2. Call Reports window, System Configuration

When RTM Data - MDB is selected, the Config buttonopens 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.

CDR Manual 25

Real-Time Monitoring and the CDR Client

Figure 3. Add Log Service

Add a Name and IP Address for the Internal Log Service, then click OK.
In the Internal Database Configuration section, select the Active

database retaining period in months. Check the Archive purged
record(s)field and select the number of months per archive file if you wish

to archive purged Internal Logger Service r ecords.

External (Remote) Logging of Call Data

AltiWareallows youto output call accounting to a Microsoft SQL 7or SQL
2000 database or to a third party external application.

In either case, the database cannot be on the same server as the AltiWare
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 AltiServ systems to the
same database.

Note: Before you enable external logging usingthis window, you need to

set up and configure the database. It should be ready to receive the
reports before you enable the export here.

Note: AltiGen does not provide any SQL backup and restore utility. We

strongly recommend that you use SQL Backup and Maintenance
utility to perform daily backup and maintenance jobs, and use a
restore utility to restore the database. If you need to reconstruct the
SQL server, run the External Logger Setup to create an empty
calldb database before restore.

26 CDR Manual

CDR Overview

To set up and enable RTM data collection to the local drive, click the Add
button. A dialog box appears.

Figure 4. Enable external RTM data logging

Add a Name and IP Address for the External Log Service, then click OK.

Call Center Events and CDR

In call d etail recording, every individual call is tracked from its start time
to its end time. An incoming trunk call, for instance, starts with auto­attendant answer. The auto attendant/IVR offers the caller specific rou ting
choices, and/or collects information to intelligently route a call. Queuing,
if it happens, starts with the call leaving the auto attendant/IVR, includes
ring time 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.

CDR Overview

Past and Present CDR

Database Schema. The C DR data schema has been redesigned and

streamlined. If you have a reporting package using past versions of
AltiGen’s CDR or SMDR, the reporting package vendor will have to
rewrite the reporting program to work with the new schema.

Rate Tables. AltiWare 4.0 and higher does not support rate tables,

unlike previous releases. This function must now be obtained by external
applications found in reporting tools. The CDR database has sufficient
information to support rate and charge evaluation by external applications.

CDR Manual 27

Configuration Areas Affecting CDR Information

Migration. If you are upgrading from OE 4.5 or earlier, you will not be

providedwith any conversiontool for CDR records stored under OE 4.5 or
prior releases.

Extension-to-Extension Call Reporting. CDR Search includes

records for internal calls between extensions, and from internal extensions
toworkgroups. This isin addition to information on incoming and outgoing
trunk calls.

SMDR Cautions. SMDR isa Mitel-defineddata schema fordelivering

basic call information out the RS232 serial port to external recording and
reporting applications. While AltiGen has provided an SMDR interface,
it has 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 Information

Routing and Route Name

How calls are routed in outcall routing is reflected in the CDR record. The
route names configured in AltiAdmin/ACM Admin will appear in the route
tablenameareaoftherecords.

Multi-Project Naming

Each extension table entry in AltiAdmin/ACM Admin has a field to
identifythe extension owner. If a name is placed in this field, that name will
be used in the CDR record to represent the project or department associated
with the particular extension.

28 CDR Manual

CDR Overview

Wrapup

Setting the wrapup time or supporting AltiX ActiveX controls can affect
the level of CDR information. For example, using ActiveX for
AltiLinkPlus, a client application can place wrapup data into the User
Defined data field of the CDR record. This is useful if the user wants to
correlate business information with call handling information; revenue
achieved versus talktime by agent. A system integrator is required to use
AltiGen’s AltiX ActiveX control.

Ring No Answer Configurations and VM

Agents sign on to workgroups and answer calls. On occasion, an agent or
extensionmightbe signed on, but negligently walk away from their station.
Under these conditions, AltiAdmin/ACM Admin allows the administrator
to define what AltiWare should do if it encounters a Ring No Answer
condition on a phone.

For example, 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 AltiWare tracks all incoming calls from a trunk to an
extension, this also applies to calls routed to regular extensions, not just
workgroups.

CDR Overview

Login and Log-out

The CDR records database also supports a special record type. This record
type records when agents login and log-out from a workgroup. The
information tells only when the action has taken place and which agent
logged in and out. Therefore, a reporting program should always check to
see if the record it is using or examining is for logon/log-out or for tracking
the nature of a call. An agent logon/log-out record should have the agent’s
extension number and PAD information.

Conference Call Limitation

When an extension initiates a conference call with another extension, this
“Conference”state between extensions is NOT logged in the CDR or RTM
database.

CDR Manual 29

Configuration Areas Affecting CDR Information

Changing Time Settings

If an administrator changes the time setting in Windows, it will affect
active calls’ CDR records. It may cause large, negative or zero talk time in
CDR records.

30 CDR Manual

C

HAPTER

Data Storage

AltiWare can store data using either an Internal Logger Service (ILS) or up
to two External Logger Service (ELS). CDR Search can use either ILS or
CDR to s earch stored data.

Calldetail recorddata (CDR) and workgroup-related statistical data (RTM)
are stored in the same database but in different tables. These two storage
systems are described below.

Common Features of ILS and ELS

3

• Status can be monitored by AltiAdmin/ACM Admin through the
bottom of the Main Window or through the Call Report window
(System>Call Report)

• Broken and reconnection mechanism implemented on:
— TCP connection between AltiWare/ACM and Logger Service
— database connection between Logger Service and database.
When the connection is broken, the sender will cache all data to first-

in-first-out buffer. The sender will try to reconnect the receiver
automatically. Once t he 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 first. When the buffer is
overflowed, the earliest data is dropped.

• Auto check and upgrade database at startup - when Logger Service
starts, it performs the following:

1. Compare CDR structure with the current database used by
configuration.

2. If they are the same, there is no change.

3. If they are different, and the data can be upgraded, it will be
automatically upgraded.

4. If the database cannot be upgraded, it will rename the old database
and create a new database; the new database will then be used to
store data.

Data Storage

CDR Manual 31

Differences between ILS and ELS

• Status monitoring of connection between AltiWare/ACM and Logger
Service - User Database ID and Client ID can be used to verify
connection to Logger Service. “Database ID” is fixed to “Default” and
cannot be found on any GUI. “Client ID” is mentioned as “Password”
in AltiAdmin/ACM Admin and External Logger Service
Configuration.If the verification fails, the status of the Logger Service
is “Invalid Password,” which can be monitored by the administrator.

• If no database is set up correctly, or the database is shut down when
Logger Service is starting, it will be stopped.

Differences between ILS and ELS

Internal Logger Service

• Only supports Microsoft Access Database

• Implements auto retain and backup mechanism (one-12 months)

• OnlyAltiWare/ACM Admin within the same computer can connect to
the Internal Logger Service.

External Logger Service

• Supports any database that provides ODBC d rivers for Microsoft
Windows2000 platform (including Access,SQL 2000, SQL 7, Oracle,
DB2, Sybase, MySQL)

• No retain/backup mechanism

• Any computer can connect to the server (TCP port 10027)

• Any number of AltiWare systems with different System IDs can
connect to the same Logger Service. If two AltiWare systems with the
same System ID try to connect to the same Logger Service, the second
Logger Service will get a “System ID conflicted” error.

• When ELS is installed within Microsoft SQL 2000, the installation
program will create database, ODBC configuration, and other
configuration by default. If it is installed to work with remote SQL
2000 and any other Relation D atabase, the customer m ust manually
configure Logger Service first.

32 CDR Manual

Data Storage

Logger Service Configuration

AltiAdmin/ACM Admin can configure CDRLogDLL, add (register) and
remove New Logger Server for AltiWare remotely, but they cannot
configure Logger Server.

In order to implement remote manager ability, a Log Service configuration
window can be accessed in AltiAdmin/ACM Admin.

Figure 1. Log Service Configuration Window

Use the Log Service Configuration window to Add, Edit and/or Remove
a Log Service.

Data Storage

External 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 Server because

all parameters are fixed.

CDR Manual 33

External Logger Server Configuration Tool

Configuration GUI for External Logger Server

Figure 2. External Logger Service Configuration Window

For ELS, only Database ID, Password, ODBC Source Name, Login ID
and Password are configurable. Other parameters, such as TCP port and

buffer folder, cannot be changed. If the database is a Microsoft Access
Database, ELS can purge and back up the 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 tool cannot connect to the ODBC source, it will pop up
the following dialog boxes to report error information and to re-input login
information.

34 CDR Manual

Data Storage

Figure 3. Connection Failed! dialog box

Figure 4. SQL Server Login

When the ODBC information is correct, the tool will check all tables
required and will try to find all differences. If the database in not

compatible, the OK button will be grayed out.

Data Storage

Figure 5. Database Checking Result

Limitations

• One Internal Logger Server per computer.

• One External Logger Server per computer.

• One Super Logger Server per computer.

CDR Manual 35

External Logger Server Configuration Tool

• One Internal, External and Super Logger Server can be installed in
same computer.

• One AltiWare can only output data to, at most, one Internal Logger
Server and two External Logger S erver.

• Internal Logger Server only serves AltiWare of same computer.

• Internal Logger Server only supports Microsoft Access Database.

• Internaland 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 G buffer files for every buffer; otherwise; always keep
500 MB free hard drive space. (When free space is below 500 MB, the
buffer files will be truncated automatically.)

36 CDR Manual

C

HAPTER

CDRandWorkgroupCDRSearch
— Typical Searches

Thissection contains examplesof how to run various CDR and Workgroup
CDR searches that are typically used by call centers. Identify the type of
search you would like to perform, go to the CDR Search main window,
define the search date, set the fields and settings a s directed, then click the
Search button to run the search.

Note: Connected Calls include Connected Calls, Transferred Calls and

Conference Calls.

All includes 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 A bandoned, 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 and Dial Cancel.

4

Example CDR Searches

To run a search on: Use these fields and settings:

All outgoing trunk calls, system­wide

All incoming trunk calls,
system-wide

Set Type to Connected Calls
Set Caller to All
Set Callee to Trunk

Set Type to Connected Calls
Set Caller to Trunk
Set Callee to Extension, enter

particular extension, select Exact

CDR Manual 37

Searches

Sample CDR

Example CDR Searches

To run a search on: Use these fields and settings:

All outgoing trunk calls for a
particular extension

All connected incoming trunk
calls for a particular extension

All internal and external calls
from a particular extension

All incoming(trunk to extension
and trunk to trunk) calls
(system-wide) originated by
extensions

All internal and external
connected calls (system-wide)

Set Type to Connected Calls
Set Caller to Extension, enter

particular extension, select Exact
Set Callee to Trunk

Set Type to Connected Calls
Set Caller to Trunk
Set Callee to Extension, enter

particular extension, select Exact

Set Type to Connected Calls
Set Caller to Extension, enter the

particular extension, select Exact
Set Callee to All

Set Type to Connected Calls
Set Caller to Trunk
Set Callee to All

Set Type to Connected Calls
Set Caller to Extension
Set Callee to All

Allincoming calls to aparticular
extension from trunk

All internal calls Set Type to Connected Calls

38 CDR Manual

Set Type to All
Set Caller to Trunk
Set Callee to Extension

Set Caller to Extension
Set Callee to Extension

CDR and Workgroup CDR Search — Typical Searches

Example CDR Searches

To run a search on: Use these fields and settings:

All internal calls to/from a
particular extension

All trunks busy Set Type to All Trunks Busy

Set Type to Connected Calls
Set Caller to Extension, enter

particular extension, select Exact
Set Callee to Extension, enter

particular extension, select Exact

Set Caller to All
Set Callee to All

Example Workgroup CDR Searches

To run a search on: Use these fields and settings:

All incoming workgroup calls
per agent

All incoming workgroup calls

workgroup

per

Set Type to Connected Calls
Enter Workgroup Number, select

Inbound

Set Sort By to Agent

Set Type to Connected Calls
Enter Workgroup Number, select

Inbound

Set Sort By to N/A

All unanswered calls by
workgroup

All workgroup voicemail
messages by workgroup

Set Type to Unanswered Calls
Enter Workgroup Number, select Both
Set Sort By to N/A or Date/Time

Set Type to Messages
Enter Workgroup Number, select Both
Set Sort By to Workgroup

CDR Manual 39

Searches

Sample CDR

Example Call Sequences and their Effect on CDR Records

Example Workgroup CDR Searches

To run a search on: Use these fields and settings:

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

All trunks busy for workgroup
trunks (for outbound calls)

All Unanswered Calls by Agent Set Type to Unanswered

Set Type to All Calls
Enter Workgroup Number, select Both
Enter DNIS digits, select Exact
Set Sort By to Workgroup

Set Type to All Trunks Busy
Enter Workgroup Number, select

Outbound

Set Sort By to N/A

Enter Workgroup Number, select Both
Set Sort By to Agent

Example Call Sequences and their Effect on
CDR Records

One objective of the CDR record is to track the talk time of agents and
individuals for incoming and outgoing calls. Many call sequences are
possible. The following are examples of inbound and outbound calls to a
call center and sequences of recorded results in the CDR Detail report:

Example 1 - Ext. 102 calls Operator, Operator transfers Ext. 102 to Ext.
309, Ext. is connect to Ext. 309. The result is three sessions logged for this
event.

40 CDR Manual

CDR and Workgroup CDR Search — Typical Searches

Figure 1. CDR record sessions for Example 1

Example 2 - E xternal 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

Example3- External partycalls office andgets AutomatedAttendant, then
dials out Operator. The result is two sessions logged for this event.

CDR Manual 41

Searches

Sample CDR

Example Call Sequences and their Effect on CDR Records

Figure 3. CDR record sessions for Example 3

42 CDR Manual

C

HAPTER

Records and Data Schema

This section contains explanations of the CDR search results records,
including the data schema.

Important!

The following types of records included in WG CDR are not included in
WG RTM:

• Call Monitor - WG Call Monitor/Barge-in (Supervisor Silent

Monitoring/Barge-In)

• Voice Mail - WG leaves message at another extension in the same

system

• Forward - call forwarding

• Ring No Answer - caller is a WG agent; outgoing WG Call to a RNA

number

• Voice Mail Access - caller is a WG agent; voice mail access to WG

(login to WG VM and check voice mail)

• All Trunks Busy

5

• Park

CDR Manual 43

Data Schema

Records and

Search Results

Search Results

This section explains the fields in all the CDR Search results windows.

CDR Search and Group CDR Search Results Windows

Summary Window

Shown in “Summary (CDR Search and Group CDR Search)” on page 17

Field Definition

ID Number assigned by CDR Search to this record

Time/Extension/
Workgroup/
Trunk/Date

Total Records Total calls of the type searched for

Total Duration Sum of duration of the calls in this record, where duration lasts

Start time for this record,if sorting by Time; Extension for this
record, if sorting by Extension; Workgroup for this record, if
sorting b y Workgroup; Trunk for this record, if sorting by
Trunk;Date for this record, if sorting by Date.

fromStart Time to End Time (see “Record Windowfor “Call
Info”” on page 46 for explanations of these fields)

Detail Window

Shown in “Call Details” on page 18

Field Definition

ID Number assigned by CDR Search to this record

Session ID Unique number assigned by AltiWare to this call

Sequence ID Unique number to identify multiple records of same call (same

Conference ID Unique number to identify multiple conference calls.

session ID), beginnin g with 0.

Date Date of call

44 CDR Manual

Detail Window

Shown in “Call Details” on page 18

Field Definition

Time Starttime of call

Records and Data Schema

Duration Duration of call in seconds (EndTime minus StartTime;see

Table 4, “CDRMAIN,” on page 61 for explanations of these
schema)

Wait Time RingDurationplus QueueDuration (see Table 4,

“CDRMAIN,” on page 61 for explanations of these schema)

Talk Time TalkDuration(see Table 4, “CDRMAIN,” on page 61 for

explanationsof these schema)

Others T ime AADuration plus HoldDuration plus VMDuration

Message Duration VMRecDuration

Exit state State o f call when it is in this stage or sequence (see Table 4,

“CDRMAIN,” on page 61 for details)

CallerID Caller phone number of a call

CallerName Caller name for a call

Target ID Target number for a call

Target Name Target name for a call

DNIS DNIS information for an incoming call

Data Schema

Records and

Acct Code Account code

URL URL when “call” is initiated by AltiWeb user clicking the

User Data Agent input

make-call button

CDR Manual 45

Search Results

Record Window for “Call Info”

Shown in “Call Details” on page 16

Node ID Server ID (System ID) assigned to an AltiWare system in

AltiAdmin/ACM Admin

Session ID Session ID: a unique number, usually 9 digits or larger,

assigned by AltiWare to a call

Internal Call Internal or external call

Direction Direction of the call (incoming or outgoing)

Start Time Outgoing call: Time and date when caller receives ringback,

End Time Timestamp when call exits this stage or disconnects

Duration Duration of call in seconds (End Time minus Start Time)

CallerType Type of line for a call (see Table 4, “CDRMAIN,” on page 61

CallerPAD Line’s physical address for a call

CallerID Caller number for a call

CallerName Caller name for a a call

Target Type Type of line for a call (see Table 4, “CDRMAIN,” on page 61

Target PAD Physical address of line for a call

Target ID Target number for a call

Target Name Target name for a call

busy, or connect signal
Incomingcall: Time and date when AA picks up

for details)

for details)

Workgroup
Number

46 CDR Manual

Workgroup number for an incoming call

Records and Data Schema

Record Window for “Call Info”

Shown in “Call Details” on page 16

Outgoing
Workgroup

DNIS DNIS number for incoming call

Project Project name for trunk, as set in AltiAdmin/ACM Admin

Account Code Account code

Attendant
Duration

Ring Duration WaitTime minus QueueDuration

Queue Duration Duration in seconds that incoming call was in queue

VM Duration Duration in seconds after a call goes into voicemail box;

VM Record
Duration

Hold Duration Duration in seconds while call was on hold

Workgroup number for an outgoing call, as set in AltiAdmin/
ACM Admin or by agent at logon

Duration in seconds call was connected to the Auto Attendant/
IVR

includes greeting, false attempts at messages, and review of
message, and includes VM Record Duration

Duration in seconds of recording time for a VM message that
was completed; in AltiView, this corresponds to Length field
of a voicemail.

Talk Duration Duration in seconds from the time the call is answered by a

person until it is disconnected (EndTime minus time when call
was answered by human minus HoldDuration; see Table 4,
“CDRMAIN,” on page 61 for details)

Record Duration Duration in seconds of recording

Exit State State of call when in this stage or disconnects (see Table 4,

“CDRMAIN,” on page 61 for details)

URL URL when “call” is initiated by AltiWeb user clicking the

make-call button

User Data Agent input

CDR Manual 47

Data Schema

Records and

Search Results

WG Statistics Search Results Windows

Agent Statistics Window

Shown in “Statistics (WG Statistics)” on page 20

Field Definition

Upper half of window

ID Number assigned by AltiWare to this record

Date Date of call

Time Time interval for these call statistics

In Call Ans Count of incoming calls that were answered by an

agent; if a single call is routed to several agents, the
counter is increased

In Talk Time Sum of duration of incoming call time

Out Call Ans Count of outgoing calls

Out Talk Time Sum of duration of outgoing call time

Lower half of window (Totals, Averages, and Percentages)

Total Inbound Calls
Answered

Total Talk Time Totalduration of Calls Answered and OutgoingCalls.

AverageTalk Time Total Talk Time divided by (Total Calls Answered

Total of all inbound answered calls

For Calls Answered, duration lasts from the time an
agent answers the call until the time the call is
disconnected or transferred to VM, to another agent, or
out of the WG; for Outgoing Calls, duration lasts from
the time a call enters “Connected” state until it is
disconnected

plus Total Outgoing Calls)

48 CDR Manual

Records and Data Schema

Agent Statistics Window

Shown in “Statistics (WG Statistics)” on page 20

Field Definition

Total Connected
Outbound Calls

Total Talk Time Totalduration of Calls Answered and OutgoingCalls.

AverageTalk Time Total Talk Time divided by (Total Calls Answered

Total of Connected Outbound Calls

For Calls Answered, duration lasts from the time an
agent answers the call until the time the call is
disconnected or transferred to VM, to another agent, or
out of the WG; for Outgoing Calls, duration lasts from
the time a call enters “Connected” state until it is
disconnected

plus Total Outgoing Calls)

Total N umber of Wrap­up

Total Wrapup Time Total of Wrapup Duration

Average
Time

Wrapup

Total number of Wrap-up calls

Total of Wrapup time after call (time that user enables
“Allow Wrapup Time” in AltiAdmin/ACM Admin)
and Wrapup time.

Agent Statistics per Workgroup Window

Shown in “Statistics (WG Statistics)” on page 18

Field Definition

Upper half of window

ID Number assigned by CDR Search to this record

Date Date of time interval

Data Schema

Records and

CDR Manual 49

Search Results

Agent Statistics per Workgroup Window

Shown in “Statistics (WG Statistics)” on page 18

Field Definition

Time Time interval for these call statistics

In Call Ans Count of incoming calls that were answered by an

In Talk Time Sum of duration of incoming call time

Out Call Ans Count of outgoing calls

Out Talk Time Sum of duration of outgoing call time

Login Time Time agent logged in to WG

Logout Time Time agent logged out of WG

Logout Reason Logout Reason

Lower half of window (Totals, Averages and Percentages)

TotalLoggedInTime Total of Logged In Time

Total Inbound Calls
Answered

Total Talk Time

agent; if a single call is routed to several agents, the
counter is increased by one

Total of Inbound Calls Answere d

Total duration of CallsAnswe red and Outgoing Calls.
For Calls Answered, duration lasts from the time an
agent answers the call until the time the call is
disconnected or transferred to VM, to another agent, or
out of the WG; for Outgoing Calls, duration lasts from
the time a call enters “Connected” state until it is
disconnected

Average Talk Time

Total Connected
Outbound Calls

50 CDR Manual

Total Talk Time divided by (Total Calls Answered

plus Total Outgoing Calls)

Total of Connected Outbound Calls

Field Definition

Total Talk Time

Records and Data Schema

Agent Statistics per Workgroup Window

Shown in “Statistics (WG Statistics)” on page 18

Total duration of CallsAnswe red and Outgoing Calls.
For Calls Answered, duration lasts from the time an
agent answers the call until the time the call is
disconnected or transferred to VM, to another agent, or
out of the WG; for Outgoing Calls, duration lasts from
the time a call enters “Connected” state until it is
disconnected

Average Talk Time

Total Number of
Wrapups

Total Wrapup Time Total of Wrapup Duration

Average Wrapup
Time

Total Talk Time divided by (Total Calls Answered

plus Total Outgoing Calls)

Total number of Wrapup Calls

The average of Wrapup time after call (time that user
enables “Allow Wrapup Time” in AltiAdmin/ACM
Admin)

Workgroup Statistics Window

Shown in “Statistics (WG Statistics)” on page 20

Field Definition

Upper half of window

ID Number assigned by CDR Search to this record

Date Date of the time interval

Data Schema

Records and

Time Time interval for these call statistics

CDR Manual 51

Search Results

Workgroup Statistics Window

Shown in “Statistics (WG Statistics)” on page 20

Field Definition

Calls in Queue Count of calls in queue; if a call is recycled into the

queue after RNA, the counter is increased

CallsAnswered Count of calls that were answered by an agent; if a

Calls A nswered Duration Sum of duration of Calls Answered, where duration

Outgoing Calls Count of outgoing calls

Outgoing Calls Duration Sum of duratio n of Outgoing Calls, where duration

Calls Transferred to
Voice Mail

Calls Abandoned in
Queue

Calls A bandoned during
Ring

single call is routed to several agents, the counter is
increased by one

lasts from the time an agent answers the call until the
time the call is disconnected or transferred to VM, to
another agent, or out of the WG

lasts from the time the call enters “Connected” state
until the time the call is disconnected

Countof calls transferredtoVM (by caller pressing# or
bybeing automatically transferred to VM after RNAfor
every agent), where caller leaves a message

Count of calls in queue that were disconnected or
transferred out of the WG (to VM or by caller pressing
0 for operator) without being answered by an agent

Count of calls abandoned by caller while ringing
workgroup agents PLUS queue overflow count; (counts
all calls to any destination device, except VM)

Calls A bandoned during
VM

Queue Overflow Count of calls that overflowed the queue

Wait Time for Answered
Calls

Count of calls disconnected after being transferred to
VM (by caller pressing # or by being automatically
transferred to VM after RNA for every agent), where
the caller did not leave a message

Sum of time Calls Answered waited before being
answered

52 CDR Manual

Field Definition

Wait Time for
Abandoned Calls

Lower half of window (Totals, Averages, and Percentages)

Records and Data Schema

Workgroup Statistics Window

Shown in “Statistics (WG Statistics)” on page 20

Sum oftimeCalls Abandoned in Queue waitedinqueue
before being abandoned

Group Inbound Calls Summary

Group Total Inbound
Calls

Total Calls Without
Queueing

Total Calls in Queue Totalo f Calls in Queue

Total Calls Answered Total of Calls Answered

Total Calls
Overflowed

Total Calls
Abandoned

Abandoned in
Queue

Abandonedduring
Ring

Total of all inbound calls, including Answered,
Transferred to VM, and all Abandoned calls

Total of calls not queued

Total of Calls Overflowed

Total of Calls Abandoned

Total of Calls Abandoned in Queue

Total of Calls A bandoned during Ring

Data Schema

Records and

Abandoned to
Voice Mail

Total of Calls Abandoned during Voic e Mail

CDR Manual 53

Search Results

Field Definition

Leave VM Total of Calls Abandoned leaving voice mail

Without VM Total of Calls Abandoned not leaving voice mail

Workgroup Statistics Window

Shown in “Statistics (WG Statistics)” on page 20

Abandoned to
Others

HistoricalService Level

Total Calls Answered
Within SL

Total Outbound
Connected Calls

Total Inbound Talk Time Totalduration of Calls Answered and OutgoingCalls.

Average Inbound Talk
Time

Average Queue Time Total Queue Time divided by TotalWGCalls

Total of Calls Abandoned to Others

Totalof CallsAnswered withinthe establishedservice
level parameters

Group Outbo und Calls Summary

Total of Outbound Connected Calls
(All outbound calls are considered workgroup calls,

unless the agent logs out of the workgroup.)

For Calls Answered, duration lasts from the time an
agent answers the call until the time the call is
disconnected or transferred to VM, to another agent, or
out of the WG; for Outgoing Calls, duration lasts from
the time a call enters “Connected” state until it is
disconnected

Total Talk Time divided by (Total Calls Answered
plus Total Incoming Calls)

Answered.

Average Wait Time for
Answered Calls

54 CDR Manual

Total Wait Time for Answered Calls divided by
(Total Calls in Queue minus Total Calls Abandoned
in Queue)

Shown in “Statistics (WG Statistics)” on page 20

Field Definition

Average Wait Time for
Overflowed Calls

Records and Data Schema

Workgroup Statistics Window

Total Wait Time for Overflowed Calls divided by
(Total Calls in Queue minus Total Calls Abandoned
in Queue)

Average Wait Time for
Abandoned Calls

Total Wait Time for
Answered Calls

Total Wait Time for
Abandoned Calls

Total Outbound Wait
Time

Average Outbound Wait
Time

Total Wait Time for Abandone d Calls divided by
Calls Abandoned in Queue

Total of Wait Time for Answered Calls

Total of Wait Time for Abandoned Calls

Total of Outbound Wait Time

Total Outbound Wait Time divided by Total Calls

Data Schema

Records and

CDR Manual 55

Search Results

Data Schema

This section des cribes the data schema used in CDR and RTM records

Table 1:AGENTACTIVITY

Database

Definition Type Specification

Element

NodeID Server ID (SystemID) assigned to an

TimeStamp Timeof activity.Seconds since GMT

LocalTimeS
tamp

AgentNum Agent Extension Number CHAR
WGNum Workgroup Number CHAR
Activity Activity of the Agent ULONG 1=Staff;

Reason Reason of Activity. (For logout, it is

ReservedFi
eldNum1

ReservedFi
eldNum2

ReservedFi
eldTxt1

ReservedFi
eldTxt2

AltiWare systeminAltiAdmin/ACM
Admin

1970/01/01 00:00:00
Time of activity. CHAR Format:

logout reason)
Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved text field for future use CHAR

Reserved text field for future use CHAR

ULONG value: 1–100

ULONG

yyyymmddHHM
MSS

2=UnStaff;
3=Login;
4=Logout;
5=Ready; 6=Not
Ready; 7=RNA;
8=Not Ready for
All

ULONG

56 CDR Manual

Table 2:AGENTPERWGSUMMARY

Records and Data Schema

Database

Definition Type Specification

Element

NodeID Server ID (SystemID) assigned to an

StartTime Start time of record's period.

EndTime Endtime of record's period. Seconds

LocalStartT
ime

EndStartTimeEnd time of record's period. CHAR Format:

AgentNum Agent Extension Number CHAR
WGNum Workgroup Number CHAR
NumInWG

Call
NumInWG

CallAnswer
ed

NumInWG
RNA

DurInWGA
nsRing

DurInWGT
alk

NumInWG
WrapUp

DurInWG
WrapUp

NumInWGVMCount of WG calls to agent's VM

AltiWare systeminAltiAdmin/ACM
Admin

Seconds since GMT 1970/01/01
00:00:00.

since GMT 1970/01/01 00:00:00.
Start time of record's period. CHAR Format:

Total inbound WG call during
interval

WG calls answered; if a call is
rerouted to ant answered by the same
agent, the count is incremented

Total of RNA workgroup calls ULONG

Duration of answered calls' rings.
(Rings of RNA will not be included)

Duration of incoming calls
(NumInWGAnswered),starting from
thetimetheagentanswersacalluntil
the call is disconnected, transferred,
held or parked

Number of times agent entered
Incoming Wrap-up

The amount of time for Incoming
Wrap-up

with message

ULONG value: 1–100

ULONG

ULONG

yyyymmddHHM
MSS

yyyymmddHHM
MSS

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

Data Schema

Records and

CDR Manual 57

Search Results

Database

Definition Type Specification

Element

DurInWGVMTotal duration of voicemail message ULONG

NumInWG
Hold

DurInWGH
old

NumOutW
GConnecte
d

DurOutWG
Talk

NumOutW
GWrapUp

DurOutWG
WrapUp

NumOutW
GHold

DurOutWG
Hold

DurLogin The total time agent was logged in ULONG
DurLogout The total time agent was logged out ULONG
ReservedFi

eldNum1
ReservedFi

eldNum2
ReservedFi

eldNum3
ReservedFi

eldNum4
ReservedFi

elTxt1
ReservedFi

eldTxt2

Count of calls holding (One call hold
multiple times count just one)

Total duration of workgroup hold
calls

All outgoing trunk and station-to­station calls that entered"Connected"
state

Duration of outgoing calls
(NumOutWGConnected) from the
timethe callenters"Connected"state
until disconnected

Number of times agent entered
Wrap-up after outbound WG calls

The amount of time for outbound
Wrap-up

Count of outbound WG calls on hold
(Once call on hold multiple times
will count just one hold)

Total duration of outbound
workgroup hold calls

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved text field for future use CHAR

Reserved text field for future use CHAR

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

58 CDR Manual

Records and Data Schema

Database

Definition Type Specification

Element

ReservedFi
eldTxt3

ReservedFi
eldTxt4

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Table 3:AGENTSUMMARY

Database
Element

NodeID Server ID (SystemID) assigned to an

StartTime Start time of record's period. Seconds

EndTime Endtime of record's period. Seconds

LocalStartT
ime

EndStartTimeEnd time of record's period. CHAR Format:

AgentNum Agent Extension Number CHAR
NumAgentWGCount of workgroups agent is logged

NumInDirC
all

NumInDirA
nswered

DurInDirT
alk

NumInDirVMCount of direct inbound voicemail

DurInDirVMTotal duration of direct inbound

Definition Type Specification

AltiWare systeminAltiAdmin/ACM
Admin

since GMT 1970/01/01 00:00:00.

since GMT 1970/01/01 00:00:00.
Start time of record's period. CHAR Format:

into workgroup
Direct (non-workgroup) incoming

call
Direct (non-workgroup) incoming

call answered
Total duration of direct (non-

workgroup) incoming calls

message

voicemail message

ULONG value: 1–100

ULONG

ULONG

yyyymmddHHM
MSS

yyyymmddHHM
MSS

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

Data Schema

Records and

CDR Manual 59

Search Results

Database

Definition Type Specification

Element

NumInDir
Hold

DurInDirH
old

NumOutDir
Connected

DurOutDir
Talk

NumOutDir
Hold

DurOutDir
Hold

NumAgent
DND

DurAgentDNDTotal duration o f the DNDFWD

NumAgent
FWD

DurAgentFWDDuration of agent in FWD state ULONG Reserved

The number of direct call put on hold
(One call on hold multiple times will
countjustone)

Total duration of direct hold calls ULONG

Number of direct (non-workgroup)
outgoing connected calls

Total duration of direct (non­workgroup) outgoing connected calls

Count of non-workgroup outbound
calls on hold (One call on hold
multiple times will count just one)

Total duration of non-workgroup
outbound calls hold time

Number of times agent entered
DNDFWD (Attention: DNDFWD is
different from FWD)

period (Attention: DNDFWD is
different from FWD)

Number of times agent enable
extensionforward and enter FWD
state

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG Reserved

NumAgent
Error

DurAgentE
rror

NumNotRe
ady

DurNotReadyDuration of Agent Not-Ready ULONG

ReservedFi
eldNum1

ReservedFi
eldNum2

Number of times agent enter Error
State w hich is different from
extension in error

Duration of agent in Error State ULONG

Count of Agent Not-Ready ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

ULONG

60 CDR Manual

Records and Data Schema

Database

Definition Type Specification

Element

ReservedFi
eldNum3

ReservedFi
eldNum4

ReservedFi
elTxt1

ReservedFi
eldTxt2

ReservedFi
eldTxt3

ReservedFi
eldTxt4

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Table 4: CDRMAIN

Database
Element

NodeID Server ID (SystemID) assigned to an

StartTime Start time of record's period. Seconds

EndTime Endtime of record's period. Seconds

LocalStartT
ime

EndStartTimeEnd time of record's period. CHAR Format:

SessionID SessionID: aunique number,usually

SequenceID Aunique numberto identify multiple

Definition Type Specification

ULONG value: 1–100
AltiWare systeminAltiAdmin/ACM
Admin

ULONG
since GMT 1970/01/01 00:00:00.

ULONG
since GMT 1970/01/01 00:00:00.

Start time of record's period. CHAR Format:

yyyymmddHHM
MSS

yyyymmddHHM
MSS

ULONG
9 digits or larger, assigned by
AltiWare to a call

ULONG
records of same call (same Session
ID), beginning with 0

Data Schema

Records and

CDR Manual 61

Search Results

Table 4: CDRMAIN

Database

Definition Type Specification

Element

InternalCallInternalor external call UBYTE 0=External

1=Internal

Direction Direction of the call (incoming or

outgoing)

StartPriorityCall priority at start time (1-9) ULONG

EndPriority Call priority at end time (1-9) ULONG
CallerType Type of line for an incoming call UBYTE 0=Unknown

CallerPad Line’s physical address for an

incoming call

CallerNum Caller phone number of an incoming

call (extension number or off-net
PSTN)

UBYTE 1=None (logon/

UCHAR
(5)

UCHAR
(41)

off)
2=Incoming
4=Outgoing

(includes silent
monitor, barge-in)

1=Ext analog
2=Ext IP
3=Ext PHS (not

used)
4=Ext virtual
5=Ext WG
11=trk analog
12=trk T1
13=trk IP
14=trk PRI
15=trk PHS (not

used)
E.g. “0004”,

where “00”=slot,
“04”=channel

Always “-1-1” for
WG or virtual
extension

62 CDR Manual

Table 4: CDRMAIN

Records and Data Schema

Database

Definition Type Specification

Element

CallerName Caller name for an incoming call

(provided by CO for trunk calls; as
entered in AltiAdmin/ACM Admin
for extension calls)

CallerTenantTenant name for trunk UCHAR

TargetType Type of line for an outgoing call UBYTE 0=None

TargetPad Physical address of line for an

outgoing call

TargetNum Target phone number of an outgoing

call (extension number or off-net
PSTN)

TargetNameTarget name for an outgoing call (as

entered in AltiAdmin/ACM Admin
for extension calls)

TargetTenantTenant name for trunk UCHAR

UCHAR

(65)

UCHAR

(5)

UCHAR

(41)

UCHAR

(65)

1=Ext analog
2=Ext IP
3=Ext PHS (not

used)
4=Ext virtual
5=Ext WG
11=trk analog
12=trk T1
13=trk IP
14=trk PRI
15=trk PHS (not

used)
E.g. “0004,”

where “00”=slot
and “04”=channel

Data Schema

Records and

TargetWG
Num

WGSessionIDA unique Session ID for workgroup

Workgroup number of the target UCHAR

call (works with TargetWGNum)

ULONG

CDR Manual 63

Search Results

Table 4: CDRMAIN

Database

Definition Type Specification

Element

OutGoingWGWorkgroup number for an outgoing

DNIS DNIS number for incoming call UCHAR

AccountCodeAccount code UCHAR

AADurationDuration in seconds an incoming call

RingDurationDuration in seconds a call is ringing

QueueDura
tion

VMDurationDuration in seconds after a call goes

VMRecDur
ation

HoldDurationDuration in seconds while a call ison

TalkDurationDuration in seconds of talk time ULONG

call, as set in AltiAdmin/ACM
Adminorbyagentatlogon

is connected to the Auto Attendant/
IVR; multiple connections to AA/
IVR in a single session produces
multiple records

and in workgroup queue
Duration in seconds when a callstays

in a queue.

into a voicemail box; includes
greeting, false attempts at messages,
successful message, and review of
message

Duration in seconds of recording
time for a VM message that was
completed

hold

UCHAR
(8)

(33)

(11)
ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

1—10 digits in
length

RecordDur
ation

AnswerWit
hinSLT

64 CDR Manual

Duration in seconds of NOVO
recording

Call is answered with in Service
Level Time

ULONG

ULONG 1=yes; 0=no

Table 4: CDRMAIN

Specification

[documented (HEX)] - [data output (Decimal)] - [exit state definition]
“0x0001” - 1 - Auto Attendant
“0x0002” - 2 - Ring No Answer
“0x0003” - 3 - Queue
“0x0004” - 4 - Voice Mail (no VM recorded)
“0x0005” - 5 - VM (VM recorded)
“0x0006” - 6 - Connect
“0x0007” - 7 - Logon
“0x0008” - 8 - Logoff
“0x0009” - 9 - All Trunks Busy
“0x000A” - 10 - No session
“0x000B” - 11 - VM Access
“0x000C” - 12 - Forward
“0x000D” - 13 - Transfer
“0x000E” - 14 - VM Notify
“0x000F” - 15 - WG Abandoned
“0x0010” - 16 - Park
“0x0011” - 17 - System Park
“0x0012” - 18 - Conference
“0x0013” - 19 - Call Monitor
“0x0014” - 20 - Transfer Cancel
“0x0015” - 21 - Call Redirect
“0x0016” - 22 - Call Pick Up
“0x0017” - 23 - Dial Cancel

Records and Data Schema

Database

Definition Type Specification

Element

ExitState

AbnTarget
Type

AdvQAppT
ype

State when call is terminated ULONG (see boxed

Type of abandon forward target
(IVR/AA, Operator, Ext, Outside,
VM, App and other)

Type of Advanced Queue
Management

ULONG

ULONG

inset)

CDR Manual 65

Data Schema

Records and

Search Results

Table 4: CDRMAIN

Database

Definition Type Specification

Element

IVRExitPointExit Point of IVR/AA UCHAR

IVRData Data of IVR /AA UCHAR

UserData Agent input UCHAR

URLData Last URL UCHAR

ReservedFi
eldNum1

ReservedFi
eldNum2

ReservedFi
eldNum3

ReservedFi
eldNum4

ReservedFi
elTxt1

ReservedFi
eldTxt2

ReservedFi
eldTxt3

ReservedFi
eldTxt4

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

(63)

(255)

(255)

(255)

Table 5: WGRTSUMMARY

Database
Element

NodeID Server ID (System ID) assigned to an

StartTime Timestamp when workgroup logs on,

EndTime Timestampwhencallisdisconnected ULONG

66 CDR Manual

Definition Type Specification

ULONG value: 1–100
AltiWare system in AltiAdmin/ACM
Admin

ULONG value
logs off, is ready or not ready

Records and Data Schema

Database

Definition Type Specification

Element

LocalStartT
ime

EndStartTimeEnd time of record's period. CHAR Format:

WGNum Workgroup Number UCHAR

CurNumAg
entCfg

CurNumAg
entUnStaff

CurNumAg
entLogout

CurNumAg
entError

CurNumAg
entBusy

CurNumAg
entNotRead
y

CurNumAg
entWrapUp

CurNumAg
entDNDFW
D

CurNumAg
entAvailable

CurLongest
QTime

CurQLengthNumber of calls in Queue ( Snapshot

CurNumCal
lOverSLT

CurService
Level

Start time of record's period. CHAR Format:

(8)

Total Agent Configuration (Snapshot
at End Time)

Total AgentsUn-Staffed (Snapshotat
End Time)

Total Agents Logged Out (Snapshot
at End Time)

Total Agents Error (Snapshot at End
Time)

Total Agents Busy (Snapshot at End
Time)

Total Agents Not Ready (Snapshot at
End Time)

Total Agents Wrap-up (Snapshot at
End Time)

Total Agents DND/FWD (Snapshot
at End Time)

Total Agents Available (Snapshot at
End Time)

Longest Queue Time (Snapshot at
End Time)

at End Time)
Number of calls exceed SLT

(Snapshot at End Time)
Service Level % for WG Queue

(Snapshot at End Time)

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

yyyymmddHH
MMSS

yyyymmddHH
MMSS

Data Schema

Records and

CDR Manual 67

Search Results

Database
Element

IntvMaxNu
mAgentUnS
taff

IntvMaxNu
mAgentLog
out

IntvMaxNu
mAgentErr
or

IntvMaxNu
mAgentBus
y

IntvMaxNu
mAgentNot
Ready

IntvMaxNu
mAgentWra
pUp

IntvMaxNu
mAgentDN
DFWD

IntvMaxNu
mAgentDN
DFWD

IntvMaxNu
mAgentAvai
lable

IntvMaxLo
ngestQTime

IntvMaxQL
ength

IntvMaxNu
mCallOverS
LT

IntvMaxSer
viceLevel

IntvMinSer
viceLevel

Definition Type Specification

Maximum Agents Un-Staffed in
record's period

Maximum Agents Logged Out in
record's period

Maximum Agents Error in record's
period

Maximum Agents Busy in record's
period

Maximum Agents Not Ready in
record's period

Maximum Agents Wrap-up in
record's period

Maximum Agents DND/FWD in
record's period

Maximum Agents DND/FWD in
record's period

Maximum Agents Available in
record's period

Maximum longest queue time in
record's period

Maximum queue length in record's
period

Maximum calls exceed SLT in
record's period

Maximum Service Level % for WG
Queue in record's period

Minimum Service Level % for WG
Queue in record's period

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

68 CDR Manual

Records and Data Schema

Database

Definition Type Specification

Element

ReservedFie
ldNum1

ReservedFie
ldNum2

ReservedFie
ldNum3

ReservedFie
ldNum4

ReservedFie
lTxt1

ReservedFie
ldTxt2

ReservedFie
ldTxt3

ReservedFie
ldTxt4

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Table 6: WGSUMMARY

Database
Element

NodeID ServerID (System ID) assigned to an

StartTime Timestampwhenwrapupstarts ULONG
EndTime Timestampwhenwrapupstops ULONG
LocalStartTimeStart time of record's period. CHAR Format:

EndStartTimeEnd time of record's period. CHAR Format:

WGNum Workgroup Number UCHAR

NumInWGC
all

Definition Type Specification

AltiWare system in AltiAdmin/ACM
Admin

Total inbound WG call during
interval

ULONG value: 1–100

yyyymmddHH
MMSS

yyyymmddHH
MMSS

(8)
ULONG

Data Schema

Records and

CDR Manual 69

Search Results

Database

Definition Type Specification

Element

NumInCallInQTotal calls in queue during interval ULONG

DurInCallQ Total queue time during time interval

NumInAnsw
ered

DurInTalk Duration of incoming calls

DurInAnsQ Total Queue time for answered

DurInAnsRingTotal ring time for answered inbound

NumInXfer Count of transferredincomingcall ULONG
NumInWrapUpCount of incoming Wrap-up ULONG

for all WG inbound calls
Total WG inbound calls answered by

agents during interval. If a call is
forwarded to and answered by
multipleagents,the countis increased
(Call transferred to other agent is not
a WG call anymore and does not
increase the number.)

(NumInAnswered), starting from the
timean agentanswereda calluntil the
call is disconnected, transferred out
the group

inbound WG calls

WG calls

ULONG

ULONG

ULONG

ULONG

ULONG

DurInWrapUpTotal Incoming Wrap-up time ULONG

NumInAbnInQCount of calls abandoned while

waiting in queue

DurInAbnQ Total queue time for all abandoned

NumInAbnD
uringRing

DurInAbnRingTotal Ring time for all abandoned

NumInAbnV
mMsg

calls
Count of calls abandoned while ring

an agent

calls
Count of voicemail messages (calls

transferred to VM from queue by
caller pressing #or configuredDT MF
option, and calls automatically
transferred to WG VM after RNA for
every agent)

ULONG

ULONG

ULONG

ULONG

ULONG

70 CDR Manual

Records and Data Schema

Database

Definition Type Specification

Element

NumInAbnV
mNoMsg

NumInAbnT
oApp

NumInAbnT
oOthers

NumInOverf
low

DurInOverfl
owQ

DurInOverfl
owRing

NumInAnsW
ithinSLT

NumInHold Number of inbound WG calls were

DurInHold Duration of inbound WG calls were

NumInRecordNumber of inbound WG calls were

DurInRecord Duration of inbound WG calls were

NumOutCon
nected

DurOutTalk Duration of outgoing calls

NumOutHoldNumber of outbound WG calls were

Number of calls abandoned without
leaving VM

Number of calls abandoned to add-on
applications

Number of calls abandoned to other
option like Ext/WG/External/AA/
IVR

WG calls overflowedto other target ULONG

Total Queue time for overflowed
calls

Total ring time for all overflowed
calls

Total calls answered with wait time
less than or equal to Service Level
Threshold within report interval
(QueueTime+RingTime <= SLT)

ever hold by agent (One call on hold
multiple times will count just one
time)

hold by agent

recorded

recorded
All outgoing trunk and station-to-

station calls that entered "Connected"
state

(NumOutConnected); from the call
enters "Connected" state until
disconnect

ever hold by agent (One call on hold
multiple times will count just one
time)

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG

ULONG Reserved

ULONG Reserved

ULONG Reserved

ULONG Reserved

ULONG

ULONG

ULONG Reserved

Data Schema

Records and

CDR Manual 71

Search Results

Database

Definition Type Specification

Element

DurOutHold Duration of outbound WG calls were

NumOutRec
ord

NDurOutRec
ord

NumOutXfer Count of transferred outgoing call ULONG
NumOutWra

pUp
DurOutWra

pUp
ReservedFiel

dNum1
ReservedFiel

dNum2
ReservedFiel

dNum3
ReservedFiel

dNum4
ReservedFiel

Txt1
ReservedFiel

dTxt2
ReservedFiel

dTxt3
ReservedFiel

dTxt4
LocalEndTimeTimestamp when wrap up stops String yyyymmddhhm

hold by agent
Number of outbound WG calls were

recorded
Duration of outbound WG calls were

recorded

Count of outgoing Wrap-up ULONG

Total outgoing Wrap-up time ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved number field for future use ULONG

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

Reserved text field for future use CHAR

ULONG Reserved

ULONG Reserved

ULONG Reserved

mss

72 CDR Manual

Table 7:EXTINFORMATION

Records and Data Schema

Database

Definition Type Specification

Element

NodeID Server ID (SystemID) assigned to an

ExtNum Extension number CHAR
FirstName First name of the extension CHAR
LastName Last name of the extension CH AR
StartTime Timestampwhenwrapupstarts ULONG
EndTime Timestampwhenwrapupstops ULONG
LocalStartT

ime

EndStartTimeEnd time of record's period. CHAR Format:

AltiWare systeminAltiAdmin/ACM
Admin

Start time of record's period. CHAR Format:

ULONG value: 1–100

yyyymmddHHM
MSS

yyyymmddHHM
MSS

Table 8:WGMEMBER

Database
Element

NodeID Server ID (SystemID) assigned to an

WGNum Workgroup Number CHAR
StartTime Timestampwhenwrapupstarts ULONG
EndTime Timestampwhenwrapupstops ULONG
LocalStartT

ime

EndStartTimeEnd time of record's period. CHAR Format:

Definition Type Specification

ULONG value: 1–100
AltiWare systeminAltiAdmin/ACM
Admin

Start time of record's period. CHAR Format:

yyyymmddHHM
MSS

yyyymmddHHM
MSS

Data Schema

Records and

CDR Manual 73

RTM Data Schema

RTM Data Schema

Table 9: RTM Data Format

Database
Element

Definition Type Specification/

* CDR Client
Field

Workgroup Data

NodeID Server ID (System ID) assigned to

Date Day information ULONG * Time value
Time Time interval short minutes

WGNum WorkgroupNumber UCHAR

MaxWaitTi
meInQ

PeakQLengthMaximum queue length since

PeakWaitTi
meInQ

QLength Number of calls routed into the

DurationInQ Time calls waited in queue during

an AltiWare system in AltiAdmin/
ACM Admin

Longest waiting time in queue
during searched time interval

midnight
Maximum queued time since

midnight

queue; if a call is recycled into the
queueafterRNA,thecountis
increased

searched time interval before being
abandoned or answered

ULONG value: 1–100

* Period value

(8)
short *Queue is not an

accumulated
value; it is
recorded at a
specific point in
time.

short

ULONG

short * Calls in Queue

ULONG *It is not an

accumulated
value, it is
recorded at a
specific point in
time.

74 CDR Manual

Table 9: RTM Data Format

Records and Data Schema

Database

Definition Type Specification/

Element

NumInCall Callsansweredbyanagent;ifa

InCallDurationDuration of incoming calls

NumOutCall All outgoing trunk and station-to-

OutCallDur
ation

NumCallToVMCountof voicemailmessages(calls

NumCallAb
andoneDuri
ngRing

NumCallAb
andonedInQ

NumCallAb
andoneBefor
eAnswer

call is forwarded to and answered
by multiple agents, the count is
increased

(NumInCall), starting from the
time an agent answers a call until
the call is disconnected or
transferred out of the WG

station calls that entered
“Connected” state

Duration of outgoing calls
(NumOutCall); from the time the
call enters “Connected” state until
disconnect

transferredtoVMfromqueueby
caller pressing #, and calls
automaticallytransferredto WG
VMafterRNAforeveryagent)

Count of calls abandoned while
ringinganagent

Count of calls abandoned while
waiting in queue

Total abandoned calls (during VM,
queue, and RNA)

* CDR Client
Field

short *Calls

Answered

ULONG *Calls

Answered
Duration

short * Outgoing Calls

ULONG *OutgoingCalls

Duration

short *Calls

Transferred to
Voice Mail

short A

*Calls
Abandoned
During Ring

short B

*Calls
Abandoned in
Queue

short C

C–A–B=

*Calls
Abandoned
during VM

Data Schema

Records and

CDR Manual 75

RTM Data Schema

Table 9: RTM Data Format

Database
Element

Definition Type Specification/

* CDR Client
Field

NumQueue
Overflow

BeforeAnsw
erDuration

DurationInQ
OfCallAban
done

ServiceLevel Service Level

LocalDate Day information String yyyymmdd

Calls routed to the WG but not
queued due to AltiAdmin/ACM
Admin settings that specify
acceptableq ueue length and/or
wait time

Time calls waited in queue before
being answered

Total wait time of all calls
abandoned in queue
(NumCallAbandonedInQ)

*ServiceLevelis not an
accumulatedvalue,it is recordedat
a specific point in time.

Note: There are 2 service levels in
AltiSupervisor:

Service Level = (# of calls in Q - #
of calls in Q over SL threshold)/ #
of calls in Q

Service Level since midnight = (#
of answered calls - # of answered
calls over SL threshold) / # of
answered calls

short * Que ue

Overflow

ULONG *WaitTimefor

Answered Calls

ULONG *WaitTimefor

Abandoned
Calls

number of calls in
queue - X / # of
calls in queue

X=numberof
calls in queue
exceeding
threshold

Agent Data

NodeID Server ID (System ID) assigned to

an AltiWare system in AltiAdmin/
ACM Admin

Date Day information ULONG * Time value
Time Time interval short minutes

AGNum Agent extension number UCHAR

ULONG value: 1–100

* Period value

(8)

76 CDR Manual

Table 9: RTM Data Format

Records and Data Schema

Database
Element

Definition Type Specification/

* CDR Client
Field

NumInCall Calls answered; if a call is rerouted

InCallDurationDuration of incoming calls

NumOutCall All outgoing trunk and station-to-

OutCallDur
ation

NumWrapUpNumber of times agent entered

WrapUpDur
ation

NumCallToVMCount of voicemail messages short * Voice Mail

to and answered by the same agent,
the count is incremented

(NumInCall), starting from the
time the agent answers a call until
the call is disconnected or
transferred out of the WG

station calls that entered
“Connected” state

Duration of outgoing calls
(NumOutCall); from the time the
call enters “Connected” state until
disconnect

Wrapup, where Wrapup lasts from
agent-set “Not Ready” to “Ready”
status

The amount of time for Wrapup,
whereWrapup lasts from agent-set
“Not Ready” to “Ready” status

short *Calls

Answered

ULONG *Calls

Answered
Duration

short * Outgoing Calls

ULONG *OutgoingCalls

Duration

short * W rapup

ULONG * Wrapup

Duration

VMDuration Total duration of voicemail

messages

nGroups Count of workgroups agent is

logged in to

NumHold The number of call put on hold in

this workgroup

HoldDurationTotal duration of workgroup hold

calls

extNumInCallPersonal (non-workgroup)

incoming call

ULONG * Voice Mail

Duration

short

short

ULONG

short *Calls

Answered

CDR Manual 77

Data Schema

Records and

RTM Data Schema

Table 9: RTM Data Format

Database
Element

Definition Type Specification/

* CDR Client
Field

extInCallDu
ration

extNumOut
Call

extOutCallD
uration

extNumCallt
oVM

extVMDurat
ion

extNumHold Count of non-workgroup calls

extHoldDura
tion

NumNotReadyNumber of not ready,not including

NotReadyDu
ration

LocalDate Date String yyyymmdd
DND Time s Number of times agent entered

DND
Duration

Total duration of personal (non­workgroup) incoming calls

Number of personal (non­workgroup) outgoing calls

Total duration of personal (non­workgroup) outgoing calls

Count of non-workgroup
voicemail messages

Total duration of voicemail
messages

holding
Total duration of non-workgroup

hold count

wrap up
Total duration of the not ready

period

DND
Total duration of the DND period ULONG

ULONG *Calls

short * Outgoing Calls

ULONG *OutgoingCalls

short *VoiceMail

ULONG *VoiceMail

short

ULONG

short

ULONG

ULONG

Answered
Duration

Duration

Duration

Agent Per Workgroup

NodeID Server ID (System ID) assigned to

an AltiWare system in AltiAdmin/
ACM Admin

Date Day information ULONG * Time value
Time Time interval short minutes

78 CDR Manual

ULONG value: 1–100

* Period value

Table 9: RTM Data Format

Records and Data Schema

Database
Element

Definition Type Specification/

* CDR Client
Field

AGNum Agent extension number UCHAR

WGNum Workgroupnumber UCHAR

Login Log state UBYTE 0=Logout

LogTimeStampLogin/logout time stamp ULONG

ReasonCode Logout reason code UBYTE
NumInCall Calls answered; if a call is rerouted

InCallDurationDuration of incoming calls

NumOutCall All outgoing trunk and station-to-

OutCallDur
ation

NumWrapUpNumber of times agent entered

WrapUpDur
ation

NumCallToVMCount of voicemail messages short * Voice Mail

to and answered by the same agent,
the count is incremented

(NumInCall), starting from the
time the agent answers a call until
the call is disconnected or
transferred out of the WG

station calls that entered
“Connected” state

Duration of outgoing calls
(NumOutCall); from the time the
call enters “Connected” state until
disconnect

Wrapup, where Wrapup lasts from
agent-set “Not Ready” to “Ready”
status

The amount of time for Wrapup,
whereWrapup lasts from agent-set
“Not Ready” to “Ready” status

(8)

(8)

1=Login

short *Calls

Answered

ULONG *Calls

Answered
Duration

short * Outgoing Calls

ULONG *OutgoingCalls

Duration

short * W rapup

ULONG * Wrapup

Duration

Data Schema

Records and

VMDuration Total duration of voicemail

messages

ULONG * Voice Mail

Duration

CDR Manual 79

Reporting Fields Glossary

Table 9: RTM Data Format

Database
Element

NumHold Count of calls holding short
HoldDurationTotal duration of workgroup hold

LoginDurationThe total time agent was logged in

LogoutDurat
ion

LocalDate Date String yyyymmdd

Definition Type Specification/

* CDR Client
Field

calls

since midnight
Thetotal timeagent wasloggedout

since midnight

ULONG

ULONG

ULONG

Reporting Fields Glossar y

CDR Timestamps and Dates

The CDR data schema is provided with basic definitions. As with past OE
releases,the StartTime, EndTime, and other timestamps in the OE4.0 CDR
database are in seconds and are offset numbers from a standard industry
referencepoint of January1, 1 970 UTC. A reporting tool must computethe
actual date and time for use in reports. When writing a program from C, the
standard function call would be to: ctime (&1time) where &1time points to
the UTC value (for example, 768027063). The call returns the Unix time
and date (Wed May 04 04:51:03 1994).

Start time

• Start time can vary depending on the use and configuration of
AltiWare for CO trunks.

• Start time will be a few seconds (typically two) after incoming trunk
seizureif the incoming trunk type is a tie trunk or an analog or T1 C.O.
trunk not supporting Caller ID or ANI signaling.

• Start time will be seven (7) seconds or more if the incoming analog or
T1 trunk supports Caller ID/ANI since the Central Office (CO) first
sends these digits between the first and second ring cycles before the
target device is to be connected. This is good, since carrier billing does
not start until the target device answers.

80 CDR Manual

Records and Data Schema

• Starttimefor outgoingtrunks is immediately when AltiWare attempts
to seize an outgoing trunk; hence even for outgoing calls that hit an all
trunks busy signal.

CDR Manual 81

Data Schema

Records and

Reporting Fields Glossary

82 CDR Manual

Glossary

A

Abandonment - Incoming call where the caller decides to disconnect before
completing a call processing state in the phone system: listening and handling auto

attendant, while waiting in queue, or while in voice mail. (See also short calls.)
Account Code - A number entered by a caller to represent how the call should be

tracked or billed.
Agent - A service representative who consistently handles customer inquiries of all

types.
Agents Signed On - Number of agents, signed on to the phone system to be agents,

using their phone to sign-on.
All Trunks Busy - An All Trunks Busy record should have dialing extension in

party1, dialing number in Trunk Remote Number. If the call is made by out call
routing, out call route and overflow routes should be set.

All Trunks Busy means that there were no free outgoing trunks available for a given
route.

Analog - Telephone lines going to the central office (trunks) and/or telephone lines
going to the phone 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 Speed of Answer) - The amount of time, on average, that a company
wishes to answer incoming calls. Also, the actual average amount of time it takes
beforeacallerisansweredbyanagent.

AutoAttendant Duration - The amount of time a caller is listening and responding
to call processing steps in the phone system auto attendant process.

Average Call Duration - The average amount of time calls a re taking from phone
system answer to phone system disconnect.

Glossary

C

CallerID - The phone number of the calling party. CallerID differs from ANI in that
CallerID is the phone number of the phone from which the caller is calling as
opposed to the billing number for the phone. If a caller is calling from a business,
the CallerID will be different from the ANI number, in most cases.

CDR Manual 83

Calls in Queue - The number of calls waiting in a queue for an agent or answering

device.

Carrier - Voice telephone network provider such as AT&T, MCI, and Sprint.
Carrier # - The 10XXX dialed number which is used by a caller or the system to

inform the local switching system which Carrier has been selected to handle the
phone call. For example, AT&T is 10288.

CLID (Caller Line Identification) - European term for CallerID.

D

Disconnect - When a call disconnects from the phone system; if an extension
disconnects first, then…; if a incoming caller disconnects first, then…

DNIS (Direct Number Inward Service) - The phone number dialed by the caller.
Usually companies purchase a block of DNIS numbers from the local central office
so they may give customers direct access to key employees. DNIS numbers can be
800 numbers, which represent specific types of service offered to the public by a
company. DNIS numbers, in call centers, therefore, can conceptually be regarded
as applications.

Call Duration (Duration) - Average the 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
conversationwith a personor after leaving a voice message. Exit state numbers help
reporting tools describe and total calls which early abandon as well as normal calls.

ExitQ - When the call exited a workgroup queue.
ExitVM - When the call exited voicemail.
Extension - The phone number of a phone on the phone system. AltiWare has

extension numbers representing phonesets (analog, IP), virtual extensions (logical
locations),and workgroups (queues for agents).

H

Handled Calls - The number of calls actually processed successfully to a normal
disconnect exit state. For example, answered by a person, or the person completed
a voice message or listening to a prompt.

Handled WG - The number of calls handled by a workgroup in the phone system.

84 CDR Manual

I

In WG Average Duration - The amount of time, on average, calls spent waiting
for a free agent while in a queue.

Inbound - Calls arrivinginto the phone system over trunks, either publicor private
tie trunk lines.

IP (Internet Protocol) - IP is used to represent the concept and practice of
encapsulating voice into data packets carried on data networks, both private and
public, including the Internet.

IP Extension - An extension within the AltiWare phone system based on
encapsulated voice connections (IP voice) as opposed to analog phonesets. AltiGen
supports physical and IP phone sets.

IP Trunk - A digital connection to a LAN or Wide Area Network (WAN) that can
handle IP encapsulated voice transmissions.

L

Line - Pairs of wires that carry voice over analog circuits to the central office (i.e.,
trunks). Sometimes also used as station lines (extensions) and trunk lines (trunks).

Log-offwithreasoncode-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

Glossary

MaxWaitTime - The maximum amount of time a call has waited in queue to be
handled.

Minutes (outbound) - While many fields may represent duration in minutes or
seconds, in this case the use of minutes is the number of billable minutes for phone
calls. This is particularly of interest for outbound phone calls, and is useful for
billing comparisons.

N

NodeID - The AltiWare system number (from 0–128) that was assigned to a given
system in AltiAdmin/ACM Admin. The number is used to separate CDR records
from different AltiServ systems when the records are collected jointly at one site
using one database server for consolidated reporting.

CDR Manual 85

O

Outbound - Calls placed by users of the phone system to the outside world over
publicor privatetrunk circuits within the AltiWare system including analog, digital,
and IP types.

OutboundWorkgroup - Outgoing calls placed by a workgroup agent who is
assignedandloggedintoanOutgoingWorkgroup.

OutCallRouting - Calls dialed on the system can be processed by the system using
routing tables. The routing tables and their configuration options are referred
generically as outcall routing. Outcall routing permits companies to restrict the
types of outboundcalls, change their dialing pattern, determine the type of trunk to
be used, and determine the type of carrier to be used.

Overflow Calls - Calls that cannot be handled by a primary service and spill over
to an alternative service. In the case of AltiWare, this applies to outgoing calls
finding all trunks busy for a given route table.

P

PAD -APhysical ADdress generalized to represent the physical 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 the database schema, represents the second extension
answering an incoming call as the result of receiving the call via a call transfer or
call pick-up. In a call center, Party2 is typically the second agent (often a
supervisor) who answered the call.

Note: Party2 accumulates the call handling time for any additional successive

call transfers or call processing. Therefore, the times shown for Party2 can
represent more than one additional extension to have handled an incoming
call. The “MoreThan2WG” CDR field will indicate if the Party2 field
representsmultipleextensionshandling thecall after the first Party1agent.

PRI - ISDN Primary trunks
ProjectOutCalls - AltiWare providessome, not all, of the features businesses find

useful in shared project environments.

86 CDR Manual

One supported area is tracking who placed an outbound call by business name or
dialing plan. This name is called the project name, is configured in AltiWare under
each extension, and is placed in the CDR record each time that particular extension
places an outbound call. The field is multi-purpose, so it can also be used by
businesses wanting to track calls by department for bill-back purposes. Mixed use
is not supported, for example, project and department.

Q

Queued Call - A call that has entered the queue as a result of not finding any free
agents in a workgroup or for an extension and must now wait for an extension to
become free. The queue duration associated with a queued call includes the ringing
time of the target extension.

R

Reason Code - A number, from 0–255, that was entered by a workgroup agent
using AltiAgent application to indicate the reason they made themselves
unavailable to receive calls even though they may be scheduled for work. For
example, code 20 could represent a lunch break.

RNA (Ring No Answer) - the condition when a call reaches an extension and the
called extension does not answer. 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 table entry. This is useful
to identify the type of routing treatment that was given to a call.

Route Table - A set of outboundcallrouting choices, provided by AltiWarewithin
outcallrouting,are defined within a routetable.The route table identifies the trunks
that should be used for calls assigned this route table. It also provides for how the
dialed number should be modified, if at all, and whether the number needs to be
preceded by a carrier code such as 10XXX.

Route Table Name - Same as Route Name. Route Table Name is the name
assigned to the route, and Route Name is the same name shown in reports under the
title Route Name.

Routes - Route is the selectedtrunktocarrya phone call to the outsideworld. Route
Tables determine which routes should be used and how to use them. If one route is
too busy (no trunks available), then the Route Table can be configured with an
alternative choice. Ultimately, the call takes a single, final route.

Glossary

CDR Manual 87

S

Score - This may or may not be found in the reports created within Call Analyst
depending on applications created by the customer, not Call Analyst or AltiGen.
Score is a number that represents how well a supervisor believes an agent has
handled a particular call that the supervisor has silently monitored. Using the
UserDefined fields provided in AltiWare's ActiveX AltiLink protocol and in its
CDR data schema, a customer can associate a score with a call.

Note: This is a custom implementation.

Service Level% - The percentage of calls meeting the expectation for service set
by the owner of the call center system.

When reported in the AltiClient screens, Service Level% is a real time snap shot of
any given exact moment in the workgroup queue of calls meeting or exceeding
performance.

When reported in other custom reporting packages based on historical CDR data,
the service level will represent the average over a given time interval defined by the
program.

Service level is the number of calls waiting less than a threshold time interval
divided by the total number of calls in queue over the same interval. The threshold,
which is the m aximum amount of time the company would like a caller to have to
wait for an agent, is configurable in AltiAdmin/ACM Admin.

Note: See also data schema descriptions.

Session ID Number - A unique number, usually 9-digits or larger, assigned by
AltiWare to a call. This number uniquely identifies a call. If an incoming call is
transferred by an agent to an outside trunk, then an additional new CDR record is
created, however, this additional record retains the same SessionID. This permits
reporting programs to combine CDR records for the same call.

SignOff - The timestamp when a workgroup agent signed off from the workgroup.
SignOn - The timestamp when a workgroup agent signed on to the workgroup.
SignOn Duration - The difference between Sign-on and Sign-off pairs; times in

closest proximity. An agent can sign-on and off more than once each day, so there
may be multiple such pairings in the CDR database.

Spillover - Overflow from one route table to the next.

T

T1 - T1 is a digital facility from the phone system (customer premise) to the central
office, or from one CPE site to another between systems (T1 tie trunks). Voice is
encoded as zeros and ones on a channel (i.e., conceptual trunk) using industry
standard encoding.

88 CDR Manual

TalkDuration- The amount of time,totaled or averaged, thatan extension services

an incoming or outgoing call. Average talk durations are useful in call centers to
measurehow well an agent handlescallers.

Threshold - The maximum amount of time a company wants an incoming caller to
wait before they are serviced by an extension (i.e., an agent). This is related to
service level, and is expressed as “we want calls be serviced 90% of the time
(service level) in less than 20 seconds (threshold).”

Transferred Calls - Calls transferred to an extension, another workgroup,
AutoAttendant, voice messaging, or an outgoing trunk.

Trunk - The conceptual term for a voice connection to the outside world, such as
the central office or another site. When analog circuits are involved, the physical
wire pair is called a trunk.

When digital circuits are involved, the trunk is a logical, dedicated channel on the
digital connection.

When IP trunksare mentioned, it means a data packet with a specific destinationIP
address, being sent out on a LAN or WAN network.

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 incoming or outgoing IP
calls.

Note: Theuseof“trunk”isamisnomer.

Transfer-Trunk Number -Ifacallistransferredby an extension to a phone
number outside the phone system, then the target phone number is placed in this
field.

Glossary

U

URL - If a caller enters the system via the Internet using AltiGen’s AltiWeb
software (Web Button) then this field will contain the URL address for the caller
accessing the system.

User Data -

• If a call comes in from the Web via AltiWeb, then this field may contain form
data from the web page if you designed your web page to do so.

• If a call is processed via auto-attendant and information is collected and
offered to an external application using the DDR function in auto-attendant,
then the external application can populate this field with information about
the call, collected or otherwise.

CDR Manual 89

• The structure of user data is an array or buffer of name-value pairs. You can
have as many pairs as you wish, but the total buffer is only 128 bytes long. A
name-value pair is your own field name followed by the field value. Each
name-value pair is separated from others by an @ character.

• User data can be loaded into messages sent to the system via AltiGen’s
ActiveX control, AltiX.

• User Data can be received within messages sent by AltiServ to an external
application via the auto-attendant DDR step and received by an application
using AltiGen’s ActiveX control, AltiX.

• User data is preserved when calls are transferred between extensions, and
between extensions across multiple AltiWare systems.

• User data is useful for screen pops and automated processing application.

The customer needs to employ a system integrator in order to implement the use of
User Data.

V

VM Box Extension - The voice 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
amessage.

W

WorkGroup - The workgroup is an extension representing a collection of
individual extensions, such that each of these individual extensions can service a
call arriving at the workgroup extension number. If none of these extensions is
available at the time a call arrives, then the call is queued for this particular
workgroup—a workgroup queue.

In the call center sense, the workgroup can be configured for longest available agent
queuing.

Wrapup Duration - The amount of time an agent takes to handle transaction
information on another system or on paper after handling a caller. Once the caller
disconnects, the agent's phone can be configured to be “unavailable” to the
workgroup queue for a fixed or variable period of time even though the agent's
extension is still signed onto the queue. This allows the agent time to wrapup.

The wrapup time can be a fixed number of minutes after which the agent is forced
backintotakingcalls,orit can be variable, controlledbyAltiAgent,wheretheagent
“releases”theirphone for the next call.The settings can be designedto allow agents
to control the wrapup time until a limit occurs (the fixed time).

90 CDR Manual

Index

Index

A

address

AltiGen Communications, Inc. 2
AGENTACTIVITY 56
AgentActivity 73
AGENTPERWGSUMMARY 57
AGENTSUMMARY 59
AltiGen Communications

phone numbers 2
AltiGen Communications, Inc.

address 2

C

call

detail 23

sequences 40
call reports, external 26
CDRMAIN 61

D

dates 80
downgrade procedure 3

E

external logging 26
EXTINFORMATION 73

G

glossary 28, 83

M

Microsoft SQL 26
multi-project naming 28

N

node ID 56, 57, 59, 61, 73, 74, 76,

78

P

Party1PAD 74

R

ring no answer 29
route name 28

S

session ID number 61, 74
SMDR 28
SQL 26
start time 80
Stop button 16

T

timestamps 80
trunk

type 63

W

warranty iii

how to get service iii
WGRTSUMMARY 66
WGSUMMARY 69
wrapup 29

I

inbound call scenarios 40

L

link session ID number 62
login 29
logout 29

CDR Manual 91