CentreVu
Call Management System
Release 3 Version 8
External Call History Interface
585-210-912
Comcode 108501784
Issue 1
December 1999
Copyright 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was
complete and accurate at the time of printing. However, information is
subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of yo u r te lecommunications system by
an unauthori zed party, for example, persons other than your company’s
employees, agents, subcontractors, or persons working on your company’s
behalf. Note that there ma y be a risk of toll fraud associated wit h your
telecommunication s system and, if toll fraud occurs , it can result in substantial additional charges for your telecommunications services.
You and your system manager are responsible for the security of your system, such as programming and configuring your equipm ent to prevent
unauthorized use. The system ma na ger is also responsible for reading all
installation, instruction, and system admi nist ra tion documents provided
with this product in order to full y understand the features tha t c an introduce risk of toll fraud and the steps that can be taken to reduce that risk.
Lucent Technologies does not warrant that this product is immune from or
will prevent unauthoriz ed use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges th at resul t fr om such
unauthorized use.
Part 15: Personal Computer Statement. This equipment has been certified to comply with the limits f or a Class B comput ing dev ice, p ursuan t to
Subpart J of Part 15 of FCC Rules. Only pe rip herals (computing input/
output devices, term inal s, print ers, e tc. ) certi fied to co mply with the Cl ass
B limits may be attached to this computer. Operation with noncertified
peripheral s is likely to res ult in interference to radi o and television reception.
Part 68: Answer-Supervision Signaling. Allowing this equi pment to be
operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. Th is equipment returns answersupervision signals to the public switche d network when:
• Answered by the called station
• Answered by the attendan t
• Routed to a recorded announcement that can be administered
by the CPE user
This equipment returns an sw er-supervision signals on all DID calls forwarded back to the public switched telephone network. Per mi ssib le
exceptions are:
• A call is unanswered
• A busy tone is received
• A reorder tone is received
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exce ed the Class A limits for radio noise
emissions set out in the radio interfere nc e regulations of the Canadian
Department of Communi cations.
Lucent Technologies Fraud Intervention
If you suspect that you are being vi ct imized by toll fraud and you need
technical support or assistance, call Technical Service Center Toll Fraud
Intervention Hotline at 1-800-643-2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and found to
comply with the limits for a Class A digital device, pursuant to Part 15 of
the FCC Rules. These limits are designed to provide reasonable protection
against harmful in ter feren ce when the equi pmen t is opera ted in a comme rcial environment. This equipment gene rat es, uses, and can radiate radio
frequency energy and, i f not installed and used in accordance with the
instruction manual, may ca use harmful interference to radi o com munications. Operation of this eq ui pment in a residential area is li ke ly t o cause
harmful interfer ence, in which ca se the u ser will be requ ired to corre ct t he
interference at his own expense.
Part 15: Class B Statement. This equipment has been tested and found to
comply with the limits for a Class B di git a l de vi ce, pursuant to Part 15 of
the FCC Rules. These limits are designed to provide reasonable protection
against harmful interference in a residential installation. This equipment
generates, uses, and can ra diate radio-frequency energy an d, if not
installed and used in accordance with the instr u ctions, may cause har mful
interfere nc e t o ra di o co mmu ni cati on s. H ow ever, the re is no g uar ant ee t ha t
interferen ce will not occur in a particul ar installatio n. If this equip ment
does cause harmful interference to radio or television reception, which can
be determined by turnin g the equi pment of f and on , the use r is encou raged
to try to corre ct the interfe rence b y one or mo re of th e fol lowing measure s:
• Reorient th e r eceiving tele v ision or radio antenna where this
may be done safely.
• T o the extent possible, re lo cate the receiver wit h resp ect to the
telephone equipment.
• Where the telephone equipment requires ac pow er, plug the
telephone into a different a c out le t so tha t th e te le phone equipment and receiver ar e on di ffer ent branch circuits.
Le Présent Appareil Noméri que n’émet pas de bruits radioé le ctriques
dépassant les limites applicables aux appareils numériques de la class A
préscrites dans le reglement su r le brouillage radioélectrique édi c té par l e
ministére des Communications du Canad a.
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Order: Document No. 585-210-912
Comcode 108501784
Issue 1, December 19 99
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The “CE” mark affixed to the equipment
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Acknowledgment
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Solutions O rganization.
CentreVu®
CMS R3V8 External Call History Interface
iii
CentreVu®
Call Management System
Release 3 Versi o n 8
External Call History Interfac e
Table of Contents
Introduction . . . . . . . . . . . . . . . . . . . . 1
Overview . . . . . . . . . . . . . . . . . . . 1
Call Record File Format . . . . . . . . . . . . . . . . 2
Introduction . . . . . . . . . . . . . . . . . . 2
Data Characteristics . . . . . . . . . . . . . . . . 2
File Name Format. . . . . . . . . . . . . . . . . 2
File Header . . . . . . . . . . . . . . . . . . . 2
Call Record Header . . . . . . . . . . . . . . . . 3
Record Field Format. . . . . . . . . . . . . . . . 3
Sample Call Scenario and Corresponding Call Records . . . . 12
Setup Information . . . . . . . . . . . . . . . . . . 20
Introduction . . . . . . . . . . . . . . . . . . 20
Customer Responsibilities . . . . . . . . . . . . . 20
Installing the External Call History Interface Feature . . . . . 20
Ports . . . . . . . . . . . . . . . . . . . . . 21
Installation Procedure . . . . . . . . . . . . . . . 21
Turn ECHI On or Off . . . . . . . . . . . . . . . . 30
Assigning Ports on the Sun Computer. . . . . . . . . . 33
Connecting the
Computer . . . . . . . . . . . . . . . . . . . 37
Selecting and Setting Up the Receiving Computer. . . . . . 38
Setting Up uucp Software on a
Windows Computer . . . . . . . . . . . . . . . . 40
CentreVu
CMS Computer to the Receiving
CentreVu®
CMS R3V8 External Call History Interface
iv
Introduction 1
CentreVu®
CMS R3V8 External Call History Interface
Introduction 0
Overview 0
Space Allocation 0
The External Call History Interface (ECHI) is an optional
Management System (CMS) feature which allows you to transfer the
CentreVu
data files) to another computer for proces sing.
This feature is especially useful for call centers with a high volume of
calls. It allows a much higher volume of call record data to be processed
and stored than can be processed and stored on the CMS computer.
If you are upgrading to
associated with the ECHI may have to be rewritten because additional
call record database items were added with R3V8 CMS. You need to
make sure that the version field (which identifies the CMS version) is
correct.
You will need to allocate space on
buffered (in System Setup: Data Storage Allocation, up to 99,999
segments in a buffer).
CMS Release 3 Version 8 (R3V8) call record files (call history
NOTE:
CentreVu
CMS R3V8, any applications
CentreVu
CMS for call records to be
CentreVu®
Call
Call Record File Size0
Data File Format 0
As calls are processed, call records are rec orde d in a fi le ( one r ecord p er
call segment) until the file size reaches 20 MB
reached, whichever comes fi rst. When this h appens, the fi le of call r ecord
segments is transferred to another computer via uucp or the designated
software (at speeds of up to 38,400 bps if the computers are close) or
designated software.
A new file (and its first record) is the n created as the first segment of the
next call is processed.
This document describes the format of the external call history data files
and what you must do to transfer these files to your computer.
NOTE:
You are responsible for the storage of and subsequent formatting,
printing, and so forth, of the data transferred to your computer.
or the end of an interval is
Call Record File Format 2
CentreVu®
CMS R3V8 External Call History Interface
Call Record File Format 0
Introduction 0
Data Characteristics 0
This section describes the for m at of the
that are transferred by the External Call History Interface.
Integers are stored with the least significant byte first and the most
significant byte last.
Data items of type char are ASCII character strings of the length
specified in the Length column of the table in “Record Field Format” on
page 3 of this document. If a string is shorter than the specified amount,
the unused characters are zeros. (At least one zero always follows the
data in a character string.)
The following paragraphs explain how
the receiving computer. The receiving computer may have different
descriptions for integers. Once your software has parsed and stored the
data on the receiving computer, it may have been transformed to a
different representation.
CentreVu
CentreVu
CMS call record files
CMS sends integers to
File Name Format 0
File Header 0
The call history files are named
number) on the
extension of up to three digits so that the file name on the receiving
computer is
Each call record file has the following header:
VERSION (4-byte Int e g er) SEQUENCE_NUMBER (4-byte Integer)
The VERSION field identifies the R3 CMS Version and the format of the
call record file. Any data, as de scribed in this document, is correct onl y
for R3V8 software. Therefore, the VERSION field will contain a 5 for
every header.
CentreVu
chrxxxx.x, chrxxxx.xx or chr xxxx.xxx.
chrxxxx (chr
CMS computer. The trans fer process adds an
followed by a 4-digit
Call Record File Format 3
The SEQUENCE _NUMBER field identifi es a parti cular ca ll r ecor d fi le so
that duplicates can be recognized when retransmi ssion has occurred.
These files are sequential. The SEQUENCE_NUMBER restarts at zero
when its 4-byte integer reache s its limit (when all bits are high [ones] in its
binary equivalent).
CentreVu®
CMS R3V8 External Call History Interface
Call Record Header 0
Decimal 5
Binary 00000101 00000000 000000 00 00000000 000000 01 00000000 00000000 00000000
Record Field Format 0
An example of the information contained in a call record header fol lows.
Least significant bytes are stored fir st and most significant bytes are
stored last.
VERSION SEQUENCE_NUMBER
1
The file header is followed by a file containing a variable number of fixedlength records whose fields appear
column of the following table (these items are represented by their CMS
database equivalents—ECHI does not use CMS database items). This
table also explains the type (integer, bit, or ASCII characters) and length
of each field and the meaning of the data contained in that fiel d. The call
record fields will be populated as “null” or “0” unless the field is
measured.
in the order shown
in the Field
Field
(CMS Database
Equivalent)
CALLID integer 4 bytes A unique number assigned to this call and all its call
Type Length Description
segments. For conferenced/transferred calls, two (or
more) calls are tied together. When the entire call is
recorded, one call ID is used to tie together all call
segments. In “meet-me” conferences, this may result in a
“later” segment of the call starting earli er than the first
segment. Call IDs are not necessarily strictly sequential,
but will be unique for calls over a day.
Call Record File Format 4
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
ACWTIME integer 4 bytes The time spent, in seconds, in After Call Work (ACW)
associated with this call by the answeri ng agent in this
segment.
ANSHOLDTIME integer 4 bytes The total time, in seconds, the call was put on hold by the
answering agent in this call segment. In agent-to-agent
calls, ANSHOLDTIME is accrued for the answering agent
if the agent puts the call on hold, but not for the other
agent (who continues to accrue talk time).
For Generic 2.1 switches, hold time is accrued only for
Automatic Call Distribution (ACD) calls.
For Generic 2.2 and Generic 3 switches, and
DEFINITY
Enterprise Communications Server (ECS) Release 5 and
later, hold time is accrued for any type of call.
CONSULTTIME integer 4 bytes The time an agent talked on any outbound call while in
AUX work, ACW, or in Other with a call on hold. This
includes the time the ori ginating agent spent talking to the
destination party while establishing a conference or
transferring a call. (This is the time between presses of the
transfer or conference button.) It includes wait time if the
agent is calling a Vector Directory Number (VDN) or
split/skill extension, but the wait time can be subtracted
out by subtracting the DISPTIME item from
CONSUL TTIME.
DISPTIME integer 4 bytes The wait time (in the vecto r, in queue, and ri nging) until the
disposition is recorded in DISPOSITION for the segment.
For extension calls made directl y to agents (not through a
VDN), this will always be zero.
DURATION integer 4 bytes The total time the trunk was in use. This is the overall
trunk holding time from the beginning of the call segment
until the caller is disconnected. For the first segment of a
call, this will be the trunk holding time for the caller for the
entire call (from seized until idle). With a transfer, the
original trunk remains associated with both call segments
until the call ends.
Call Record File Format 5
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
SEGSTART integer 4 bytes
The UNIX
UNIX
(
*
time and date when the call segment started.
time and date is the number of seconds since
midnight, 01/01/70.) Call segments start when CMS
receives the first message for the call , since each call
segment represents a call. (When an agent transfers or
conferences a call, the agent makes another call to bring
about the transfer/conference.)
SEGSTOP integer 4 bytes
The UNIX
UNIX
(
time and date when the call segment ended.
time and date is the number of seconds since
midnight, 01/01/70.) A call segment ends when all trunks
and agents associated with the call segment have
dropped off the call. This means that after call work time
for the agent(s) is included when calculating the call
segment stop time.
TALKTIME integer 4 bytes The Total talk time for the answering agent in th is
segment.
NETINTIME integer 4 bytes The ti me the call spent in a VDN processing at another
switch located elsewhere in the network.
ORIGHOLDTIME integer 4 bytes The total time the ca ll was put on hold by the originating
agent.
DISPIVECTOR integer 2 bytes The number of the first vector associated with the
disposition VDN (DISPVDN).
DISPSPLIT integer 2 bytes The number of the split/skill associated with the call at its
disposition in this call segment. Cal ls that were not q ueued
to a split or skill at the time of disposition will have
DISPSPLIT set to null. Calls that were queued to an
unmeasured split/skill at the time of disposi tion will have
DISPSPLIT set to zero.
FIRSTVECTOR integer 2 bytes The number of the first vector associated with the first
VDN for the call segment. This will be blank if no vector is
involved.
SPLIT1 integer 2 bytes The first spli t/skill the call queued to in the first VDN with
which it was associated in the call segment.
Call Record File Format 6
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
SPLIT2 integer 2 bytes The second split/skill the call was also queued to in the
first VDN with which it was as soci ated i n the call segmen t.
Applies to Generic 2.2 with Expert Agent Se lecti on (EAS),
the ECS, and Generic 3 switches with vectoring only.
SPLIT3 integer 2 bytes The third split/skill the call was also queued to in the first
VDN with which it was associated in the call segment.
Applies to Generic 2.2 with EAS, the ECS, and Generic 3
switches with vectoring only.
TKGRP integer 2 bytes The trunk group number for which data was collected (or
for which an exception occurred). This will be null if the
trunk group carrying the call is not measured.
EQ_LOCID integer 2 bytes The location ID of the trunk. This ID number is not
assigned directly to a trunk, but rather the DEFINITY port
network. Therefore, each trunk on the network will have
the same location ID nu mber. Valid values ar e ID numbers
from 0 - 44.
ORIG_LOCID integer 2 bytes The location ID of the ca lling agent. This ID number is not
assigned to an agent, but rather to the agent terminal and
is associated with the DEFINITY port network I D. An agent
may only be associated with a location ID upon login to the
ACD. Valid values are ID numbers from 0 - 44.
ANS_LOCID integer 2 bytes The location I D of the answering agent. This ID number is
not assigned to an agent, but rather to the agent terminal
and is associated with the DEFINITY port network ID. An
agent may only be associated with a location ID upon
login to the ACD. Valid values are ID numbers from 0 - 44.
OBS_LOCID integer 2 bytes The location ID of the observing agent. This ID number is
not assigned to an agent, but rather to the agent terminal
and is associated with the DEFINITY port network ID. An
agent may only be associated with a location ID upon
login to the ACD. Valid values are ID numbers from 0 - 44.
ASSIST bit 1 bit This field indicates whether or not the answer ing agent in
this segment requested superv isor as si stanc e on thi s call .
Valid values for ASSIST are 0=NO, 1=YES.
AUDIO bit 1 bit This field indicates whether or not an agent in this
segment reported an audio difficulty problem. Values for
AUDIO are 0=NO, 1=YES.
Call Record File Format 7
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
CONFERENCE bit 1 bit This field indicates whether or not th e answering agent
initiated a conference on this segment. Valid values for
CONFERENCE are 0=NO, 1=YES.
Available on the ECS, Generic 2.2 and Generic 3
switches.
DA_QUEUED bit 1 bit This field indicates whether or not the call was queued as
a direct agent call Valid values for DA_QUEUED are
0=NO, 1=YES. Applies to the ECS and Generic 3 switches
only .
HOLDABN bit 1 bit This field indicates whether or not this call abandoned
from hold in this call segment. Valid values for HOLDABN
are 0=NO, 1=YES.
With the ECS, Generic 2.2, and Generic 3 switches, this
applies to all calls the agent put on hold.
MALICIOUS bit 1 bit This field indicates whether or not a malici ous call trace
was activated for this call segment. Valid values for
MALICIOUS are 0=NO, 1=YES.
Applies to the ECS, Generic 2, and Generic 3 (except
Generic 3i Version 1) switches.
OBSERVINGCALL bit 1 bit This field indicates whether this call represents an agent
observing or bridging on to an existing cal l. Valid values
for OBSERVINGCALL are 0=NO, 1=YES.
TRANSFERRED bit 1 bit This field indicates whether or not an answering agent
initiated a transfer for thi s call segment. Valid values are
0=NO, 1=YES.
For the ECS, Generic 2.2, and Generic 3 switches,
TRANSFERRED includes all calls that are transferred.
AGT_RELEASED bit 1 bit The agent released or dropped the split/skill or direct
agent ACD call. This is always true for ACD cal ls the agent
transferred or conferenced. (0=NO, 1=YES). Available on
Generic 3 and newer switches.
ACD integer 1 byte The ACD number for which data was collected.
Call Record File Format 8
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
DISPOSITION integer 1 byte This field represents the call disposition and indicates
whether the call in the segment was:
1=connected (CONN, non-ACD call to a measured agent)
2=answered (ANS, split/skill or di rect agent call answered
by an agent)
3=abandoned (ABAN)
4=interflowed (IFLOW)
5=forced busy (FBUSY)
6=forced disconnect (FDISC)
7=other (OTHER)
A connected call is a non-ACD call to a measured agent
for which CMS receives an indication that the call was
connected.An answered call is any split/ skill or direct
agent ACD call for which CMS receives an indication that
the call was answered by an agent and was not a
phantom abandon.
An abandoned call is any ACD call in which a caller hangs
up before receiving an answer from an agent and for
which CMS receives notification that the caller
abandoned. Phantom abandons (PHANTOMABNS) are
included as abandoned calls. Interflowed calls are calls
that are interflowed to an off -switch destination.
Forced busy calls are calls that CMS records as
BUSYCALLS for the trunk group that carried them.
These calls can be VDN calls that received a forced busy
from the vector command or, on the ECS and G3
switches, a split/skill call for a nonvector-controlled spli t
that received a busy indication from the switch because
the split queue was full. For Generic 2.2, Generic 3
Version 2 and newer Generic 3 switches, and the
DEFINITY
ECS, forced disconnect calls are VDN calls that
are disconnected by the switch due to the execution of a
disconnect vector command.
Call Record File Format 9
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
DISPOSITION
(contd)
integer 1 byte For the ECS, and Generic 3 Version 2 and later Generic 3
switches, forced disconnect calls also include calls
disconnected because of the vector disconnect timer or
because they reached the end of vector processing
without being queued. For Generic 3 Version 1 switches,
forced disconnect calls are calls that were given a forced
disconnect announcement and listening to the entire
announcement, then were disconnected by the switch.
Other calls include any other calls that do not fall into
categories such as answered or abandoned. See
definitions for individual tables for OTHERCALLS.
DISPPRIORITY integer 1 byte The priority the call had at its disposition in this segment.
Priorities can be 1=NO or 2=YES (without vectoring), or
3=LOW, 4=MED, 5=HIGH, or 6=TOP (with vectoring). If
the call never gets queued to a split/skill, the priority will
not be set. For the ECS, and Generic 3 switches with
vectoring, ca ll s d irected to split /s k ills u sing “route to” or
“messaging split/skill” co mmands a nd calls directly routed
to splits/skills without going through a vector will have
MED (no priority) or HIGH (priority) priori ty, depending on
the class of restriction of the origi nator of the call (agent,
extension, trunk group, or VDN).
HELD integer 1 byte The total number of times this call was placed on hold by
the answering agent in this call segment. With agent-toagent calls, this count is incremented for the agent who
puts the call on hol d, but not for the calling agent. (For the
ECS, Generic 2.2, and Generic 3 switches, this applies to
all calls the agent put on hold.)
SEGMENT integer 1 byte The number identifying the call segment. Segment
numbers are from 1 up to the number of segments in the
call.
ANSREASON integer 1 byte The reason code (0 through 9) associated with the
answering agent’s mode, if the agent is in the AUX mode.
For agents in AUX on switches with releases prior to the
ECS or switches that do not have EAS and reason codes
active, ANSREASON is always 0.
Call Record File Format 10
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
ORIGREASON integer 1 byte The reason code (0 through 9) associated with the
originating agent’s mode, if the agent is in the AUX mode.
For agents in AUX on switches with releases prior to the
ECS or switches that do not have EAS and reason codes
active, ORIGREASON is always 0.
DISPSKLEVEL integer 1 byte The skill level (1 through 16) associated with the skill for
which the agent answered the call or, for calls that
abandoned from ringing or fr om a direct agent que ue, with
the agent from whom the call abandoned.
EVENT1-9 integer 1 byte
each
The number of times each event (stroke count) button
(buttons 1 to 9) was entered for this call segment.
Available with the ECS, Generic 2, and Gen eric 3
switches.
UCID char 21
bytes
The UCID is the Universal Call Identifier—a unique
number assigned to this call segment within the customer
network.
DISPVDN char 6 bytes The number of the VDN associated with the call at its
disposition for this call segment. DISPVDN will be blank
for calls that are not associated with a VDN at their
disposition.
EQLOC char 10
bytes
The physical equipment location (trunk number) for which
data was collected or for which the exception occurred.
This will be blank if the trunk is not measured. The value
for this field is eight characters followed by two null
characters.
FIRSTVDN char 6 bytes The number of the first VDN associated with the call
segment. This will be blank for calls not associated wit h a
VDN.
ORIGLOGIN char 10
bytes
ANSLOGIN char 10
bytes
LASTOBSERVER char 10
bytes
The login ID of the agent originating the call . This is used
for calls an agent originates to another agent, to an onswitch extension, or to an external destination.
The login ID of the agent who answered the call in this
segment. This field is blank for unmeasured extensions
when EAS is not active.
The login ID of the last agent who service-observed or
bridged on to this call.
Call Record File Format 11
CentreVu®
CMS R3V8 External Call History Interface
Field
(CMS Database
Type Length Description
Equivalent)
DIALED_NUM char 25
bytes
CALLING_PTY char 13
bytes
LASTDIGITS char 17
bytes
The number the caller dialed (up to 24 digits). This will be
the VDN for inbound vectoring calls, blank for inbound
calls without vectoring, and dialed di gits for outbound
calls.
The calling party identificati on, which is the Automatic
Number Identification (ANI )/Station Identif ication (SID) (for
Generic 2.2 or Generic 3 Version 4 switches or the ECS
with Integrated Services Digit a l Network (ISDN) ANI
delivery), extension or trunk equipment location ident ifying
the originator of the call. This fiel d is blank if the trunk is
not measured or, for internal calls, if the originating
extension is not measured. (Up to 12 digits in this field.)
The last set of collected digits sent to the CMS by the
switch for this call. These are digits the switch sends to
CMS when it executes a “collect” vector command. The
digits may be digits the caller was prompted to enter,
either through the prompting feature on the switch or
through network-prompted digits [caller-entered digits
(CED)], customer database-provided digits (CDPD from
the network), or digits collected through a “converse”
vector command. Available on ECS switches.
LASTCWC char 17
bytes
The last call work code (up to 16 digits) entered by the
answering agent in this segment. This database item
applies to Generic 2.2 and Generic 3 switches and the
ECS only.
CALLING_II char 3 bytes The Information Indicator (II) digits associated with the
call. These digits are a two-digit string provided by ISDN
Primary Rate Interface (PRI) to indicate the type of
originating line of the caller. These digits supply
information about the originator location; for example, pay
phone, hospital, or prison. The column is blank if the call
does not contain II digits. Available on ECS and newer
switches.
*UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open
Company Limited.
Call Record File Format 12
CentreVu®
CMS R3V8 External Call History Interface
Sample Call Scenario and Corresponding Call Records 0
First Call Segment
and Call Record
Scenario: An inbound vectored call is answered by an ACD agent and is
then transferred to a VDN. Since the call is transferred, two call records
are generated (one call recor d is ge nerated f or eve ry
first call segment is shown below. The table in this section explains the
call record for the first segment.
1. A call comes into ACD 1 on TG 32 (carried on the trunk located at
0
0101A0102) to VDN 43211 which points to V ec tor 33 at 07:37:10 on
04/16/94.
2. The call queues to Split 1 at medium priority via a “queue to”
command, and then queues to backup Split 2 at low priority via a
“backup” command.
3. The call waits 10 seconds, then rings for 5 seconds, and then is
answered by agent 5018 in Split 1.
4. The caller and agent talk for 44 seconds. The agent transfers the
call to VDN 43712 which points to Vector 37. (The call is held for 4
seconds while transferring.)
5. The agent has 42 seconds of after call work during which the agent
enters call work code 12345.
call segment
). The
NOTE:
The first column in the following table shows whether the field is part
of the header or a record field. See “Record Field Format ” on page 3
of this document for the field type (intege r, smallint or character),
field length and field description. The Call Report Entry column
shows data that would appear on a standard
report for this call segment. The shaded Call Record Entry column
shows the binary equivalent of the Call Report Entry
binary data appears i n an a ctual cal l recor d file
the following table. Spaces are shown between bytes for clarity in
the Call Record Entry column.
CentreVu
in the order shown
CMS call
data. This
in
Call Record File Format 13
CentreVu®
CMS R3V8 External Call History Interface
Field
File
VERSION 5
Header
. SEQUENCE_NUM 1
Record
CALLID 212
Fields
.ACWTIME 00:42
. ANSHOLDTIME 00:04
. CONSULTTIME 00:00
. DISPTIME 00:15
. DURATION 04:25
. SEGSTART 07:37:10
.SEGSTOP 07:42:35
Call Report
Entry
04/16/94
04/16/94
Call Record Entry
00000101 00000000 00000000 00000000
00000001 00000000 00000000 00000000
11010100 00000000 00000000 00000000
00101010 00000000 00000000 00000000
00000100 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00001111 00000000 00000000 00000000
00001001 00000001 00000000 00000000
10110110 10111110 01010110 00100110
10110110 10111110 01011010 11101011
. TALKTIME 00:44
.NETINTIME 98
. ORIGHOLDTIME 55
. DISPIVECTOR 33
. DISPSPLIT 1
.FIRSTIVECTOR33
.SPLIT1 1
00101100 00000000 00000000 00000000
01100010 00000000 00000000 00000000
00110111 00000000 00000000 00000000
00100001 00000000
00000001 00000000
00100001 00000000
00000001 00000000
.SPLIT2 2 00000010 00000000
.SPLIT3 0 00000000 00000000
. TKGRP 32
.EQ_LOCID 33
. ORIG_LOCID 13
.ANS_LOCID 23
.OBS_LOCID 42
00100000 00000000
00100001 00000000
00001101 00000000
00010111 00000000
00101010 00000000
.
ASSIST N 0
Call Record File Format 14
CentreVu®
CMS R3V8 External Call History Interface
Field
Call Report
Entry
. AUDIO N 0
.
.
.
.
.
.
.
CONFERENCE N 0
DA_QUEUED N 0
HOLDABN N 0
MALICIOUS N 0
OBSERVINGCALL N 0
TRANSFERRED Y 1
AGT_RELEASED Y 1
. ACD 1
. DISPOSITION Ans
. DISPPRIORITY 4 (MED)
.HELD 1
Call Record Entry
00000001
00000010
00000100
00000001
. SEGMENT 1
. ANSREASON 0
. ORIGREASON 0
. DISPSKLEVEL 0
00000001
00000000
00000000
00000000
. EVENT1-9 0 00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
. UCID 00063000890
885813486
00000000 00000000 00000000 00000110
00000011 00000000 00000000 00000000
00001000 00001001 00000000 00001000
00001000 00000101 00001000 00000001
00000011 00000100 00001000 00000110
00000000
.DISPVDN 4321 1
00110100 00110011 00110010 00110001
00110001 00000000
. EQLOC 0101A01
00110000 00110001 00110000 00110001
01000001 00110000 00110001 00110000
00000000 00000000
Call Record File Format 15
CentreVu®
CMS R3V8 External Call History Interface
Field
. FIRSTVDN 43211
Call Report
Entry
Call Record Entry
00110100 00110011 00110010 00110001
00110001 00000000
.ORIGLOGIN 0
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000
. ANSLOGIN 5018 00110101 00110000 00110001 00111000
00000000 00000000 00000000 00000000
00000000 00000000
LASTOBSERVER 0
.
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000
. DIALED_NUM 43211
00110100 00110011 00110010 00110001
00110001 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
. CALLING_PTY 0101A0102
(eqloc for
Generic 3 V3
and earlier)
ANI for
Generic 2.2,
Generlc 3 V4,
and the ECS
.LASTDIGITS 1
.LASTCWC 12345
. CALLING_II 0
00110000 00110001 00110000 00110001
01000001 00110000 00110001 00110000
00110010 00000000 00000000 00000000
00000000
00000001 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
00110001 00110010 00110011 00110100
00110101 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
00000000 00000000 00000000
Call Record File Format 16
CentreVu®
CMS R3V8 External Call History Interface
Second Call
Segment and Call
Record
The scenario continues with the second call segment of the inbound
vectored call being transferred to a VDN. The call was transferred by
agent 5018 to a VDN. the following table explains t he call record for the
0
second call segment. This record has no header inform ation because it
follows the first call segment record in the same file.
1. The caller is transferred to VDN 43712 which points to Vector 37.
2. The call is queued to Splits 4 and 5 at high priority using a “queue
to” step to queue to Split 4, and a “check” step to queue to Split 5.
3. The call waits 1 second and then rings for 2 seconds before being
answered by agent 2139 in Split 5.
4. The caller and agent talk for 3 minutes, 19 seconds, and then the
agent releases the call.
5. The agent has 1 minute of after call work during which the agent
enters call work code 67890. Stop time is 7:42:35 (includes the
ACW time that extends beyond the time at which the caller
dropped).
NOTE:
Field
Record
CALLID 212
Fields
. ACWTIME 01:00
. ANSHOLDTIME 00:00
. CONSULTTIME 00:00
The first column in the following tab le shows that all fields in this
record are record fields. See “Recor d Field Format” on page 3 of this
document for the field type (integer, smallint or character), length,
and description. The Call Report Entry
would appear on a standard
CentreVu
column shows data that
CMS call report for this call
segment. The shaded Call Record Entry column shows the binary
equivalent of the
an actual call record file
Call Report Entry data. This binar y data appears in
in the order shown in the following table
.
Spaces are shown between bytes for clar ity in the Call Record Entr y
column.
Call Report
Entry
Call Record Entry
11010100 00000000 00000000 00000000
00111100 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
. DISPTIME 00:03
. DURATION 03:22
00000011 00000000 00000000 00000000
11001010 00000000 00000000 00000000
Call Record File Format 17
CentreVu®
CMS R3V8 External Call History Interface
Field
Record
SEGSTART 07:38:13
Fields
. SEGSTOP 07:42:35
Call Report
Entry
04/16/94
Call Record Entry
10110110 10111110 01010111 00100101
10110110 10111110 01011010 11101011
04/16/94
. TALKTIME 03:19
.NETINTIME 98
. ORIGHOLDTIM E 55
. DISPIVECTOR 37
11000111 00000000 00000000 00000000
01100010 00000000 00000000 00000000
00110111 00000000 00000000 00000000
00100101 00000000
. DISPSP LIT 5 00000101 00000000
. FIRSTIVECTOR 37
. SPLIT1 4
00100101 00000000
00000100 00000000
. SPLIT2 5 00000101 00000000
. SPLIT3 0
00000000 00000000
. TKGRP 32
.EQ_LOCID 33
. ORIG_ LOCID 23
. ANS_LOCID 23
.OBS_LOCID 42
. ASSIST N
. AUDIO N
. CONFERENCE N
. DA_QUEUED N
. HOLDABN N
. MALICIOUS N
. OBSERVINGCALL N
. TRANSFERRED N 0
. AGT_RELEASED Y 1
00100000 00000000
00100001 00000000
00010111 00000000
00010111 00000000
00101010 00000000
0
0
0
0
0
0
0
. ACD 1
. DISPOSITION Ans
00000001
00000010
Call Record File Format 18
CentreVu®
CMS R3V8 External Call History Interface
Call Report
Entry
Call Record Entry
Record
Field
DISPPRIORITY 5 (HIGH) 00000101
Fields
.HELD 0
. SEGMENT 2
. ANSREASON 1
. ORIGREASON 9
. DIS PSKLEVEL 0
00000000
00000010
00000001
00001001
00000000
. EVENT1-9 0 00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
. UCID 00063000890
885813486
00000000 00000000 00000000 00000110
00000011 00000000 00000000 00000000
00001000 00001001 00000000 00001000
00001000 00000101 00001000 00000001
00000011 00000100 00001000 00000110
00000000
.DISPVDN 43712
00110100 00110011 00110111 00110001
00110010 00000000
. EQLOC 0101A01
00110000 00110001 00110000 00110001
01000001 00110000 00110001 00110000
00000000 00000000
. FIRSTVDN 43712
00110100 00110011 00110111 00110001
00110010 00000000
. ORIGLOGIN 5018
00110101 00110000 00110001 00111000
00000000 00000000 00000000 00000000
00000000 00000000
. ANSLOGIN 2139 00110010 00110001 00110011 00111001
00000000 00000000 00000000 00000000
00000000 00000000
. LASTOBSERVER 0
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000
Call Record File Format 19
CentreVu®
CMS R3V8 External Call History Interface
Call Report
Record
Field
DIALED_NUM 43712
Fields
. CALLING_PTY 0101A0102
(eqloc for
Generic 3 V3
and earlier)
ANI for
Generic 2.2,
Generic 3 V4,
and the ECS
. LASTDIGITS 0
Entry
Call Record Entry
00110100 00110011 00110111 00110001
00110010 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
00110000 00110001 00110000 00110001
01000001 00110000 00110001 00110000
00110010 00000000 00000000 00000000
00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
.LASTCWC 67890 00110110 00110111 00111000 00111001
00110000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000 00000000 00000000 00000000
00000000
. CALLING_II 0 00000000 00000000 00000000
Setup Information 20
CentreVu®
CMS R3V8 External Call History Interface
Setup Information 0
Introduction 0
Customer Responsibilities 0
This section describes External Call History Interface installation,
connecting the
selecting and setting up the receiving computer.
You must perform the following steps to be able to transfer call history
data.
●
Purchase the External Call History Interface package.
●
Contact the Technical Service Center (TSC) to authori ze the feature.
(If you are an international customer, contact your Lucent
Technologies representative).
●
Install the feature on
●
Set up the connection between the
the computer which will be receiving the data.
●
Provide the receiving computer applications that will:
— Allow the receiving computer to receive data via uucp or
CentreVu
another file transfer utility of your choosing.
CMS computer to the receiving computer, and
CentreVu
CMS.
CentreVu
CMS computer and
— Parse the files of data being transferred.
— Store the data in some usable fashion (such as in a
database on the receiving computer).
— Convert the data to a usable format.
Installing the
External Call
History Interface
The following procedure describes installing and setting up the External
Call History Interface on a
You must install the External Call History Interface feature after it has
been purchased and authorized.
Feature 0
NOTE:
Once the External Call History Interface feature is installed, you will no
longer be able to access any call record data from
you be able to use the
*Sun is a registered trademark of Sun Microsystems, Inc.
*
Sun
server/computer.
CentreVu
CentreVu
CMS Call Record report.
CMS nor will
CentreVu
Setup Information 21
CentreVu®
CMS R3V8 External Call History Interface
Explorer is an optional package that will allow you to view external call
history data. Contact your Lucent Technologies repres entative for more
information.
Ports 0
Installation Procedure 0
Commands for Services Personnel
Select a command from the list below.
1) auth_display Display feature authorizations
2) auth_set Authorize CMS capabilities/capacities
3) backup Single-tape filesystem backup (in background)
4) run_cms Turn CMS on or off
5) setup Set up the initial CMS configuration
6) swinfo Display switch information
7) swsetup Change switch information
8) upd_install Install update from disk files
9) upd_remove Back out the currently installed update
10) upd_save Save update on disk for later installation
Enter choice (1-10) or q to quit:
At installation, the ECHI feature will automatically select the port it will
use if your
CentreVu
CMS computer is a
Sun
computer/server.
For further information on setting up ports, see “Assigning Ports on the
Sun Computer” section of this manual.
To install the External Call History feature package, perform the following
procedure.
root
1. Log in as
. The computer must be in run-level 2, and all file
systems must be mounted.
2. Access the Services menu by entering cmssvc.
The Services menu appears as shown below:
3. Enter 1 to select auth_display, and verify that the system is
authorized to install the External Call History package.
Setup Information 22
CentreVu®
CMS R3V8 External Call History Interface
The system responds as follows:
Capability/Capacity
------------------vectoring
forecasting
graphics
external call history
expert agent selection
external application
Lucent Technologies CentreVu (R) Supervisor s
Lucent Technologies CentreVu (R) Report Designer s
Maximum number of agents
Maximum number of ACDs
Simultaneous CentreVu (R) Supervisor logins s
NOTE:
If External Call History is not authorized but needs to be, call the
Lucent Technologies National Customer Care Center at 1-800-242-
2121. International customers pl ease contact your local Lucent
distributor or representative.
Authorization
---------------authorized
authorized
not authorized
authorized
authorized
authorized
authorized
authorized
1000
8
50
CentreVu
4.
installed. To turn off
CMS must be turned off before the package can be
CentreVu
CMS, first access the
Administration menu by entering cmsadm.
CentreVu
The
CentreVu(R) Call Management System Administration Menu
Select a command from the list below.
1) acd_create Define a new ACD
2) acd_remove Remove all administration and data for an ACD
3) backup File system backup
4) pkg_install Install a feature package
5) pkg_remove Remove a feature package
6) run_pkg Turn a feature package on or off
7) run_cms Turn CentreVu (R) CMS on or off
8) port_adm Administer Modems, Terminals, and Printers
Enter choice (1-8) or q to quit:
CMS Administration menu appears as shown below.
CentreVu
CMS
Setup Information 23
CentreVu®
CMS R3V8 External Call History Interface
5. Enter 7.
The system responds as follows:
Select one of the following
1) Turn on CentreVu CMS
2) Turn off CentreVu CMS
Enter choice (1-2)
6. Enter 2 to turn off
CentreVu
The system responds as follows:
*** Turning off CMS, Please wait ***
CentreVu
CMS turns off and the following informati on displays on
the screen:
*** CMS is now off ***
7. Access the
CentreVu
CMS Administration menu by entering
cmsadm.
CMS.
Setup Information 24
The
CentreVu
CentreVu(R) Call Management System Administration Menu
Select a command from the list below.
1) acd_create Define a new ACD
2) acd_remove Remove all administration and data for an ACD
3) backup Filesystem backup
4) pkg_install Install a feature package
5) pkg_remove Remove a feature package
6) run_pkg Turn a feature package on or off
7) run_cms Turn CentreVu (R) CMS on or off
8) port_adm Administer Modems, Terminals, and Printers
Enter choice (1-9) or q to quit:
CentreVu®
CMS R3V8 External Call History Interface
CMS Administration menu displays.
8. Enter 4 to select the pkg_install option.
The system responds as follows:
The CMS Features that can be installed are
1) forecasting
2) external call history
Enter choice (1-2) or q to quit:
NOTE:
The system displays only feature packages that are authorized and
not yet installed. If the External Call History package is already
installed, it will not be shown.
9. Enter the number that corresponds to External Call History. (The
number depends upon what has been installed.)
The system responds as follows:
Enter the name of the computer to which to send call records (up
to 256 characters):
Setup Information 25
CentreVu®
CMS R3V8 External Call History Interface
10. Enter the name of the receiving computer.
The system responds as follows:
Enter the full path of the program to transfer call history
files (default: /cms/dc/chr/uucp_copy):
NOTE:
Currently, CMS uses uucp to transfer external call history files to a
designated remote machine and uustat to check that the files were
transferred successfully. You may optionally change these default
programs to be customer-specifi ed file tr ansfer and che ck programs such
as Transmission Contr ol Protocol/Int ernet Protocol (TCP/IP) , or the
UNIX
commands remote copy (rcp) or copy (cp) using a remote file system
(RFS), by entering a different ful l fi le path instead of the default
uucp/uustat interface path.
11. Enter the full path of the default file transfer utility
(/cms/dc/chr/uucp_copy) or optionally enter the full path of your
specific file transfer prog ram.
The system responds as follows:
Enter the full path of the program to check the external call
history file transmission (default: /cms/dc/chr/uucp_check):
12. Enter the full path of the default file transmission check program
(/cms/dc/chr/uucp_check), or optionally enter the full path of your
specific transmission checking program.
NOTE:
If you have chosen to enter your own file transfer and transmission
checking programs, continue with step 16, entering the number of
call records in the buffer.
If you have chosen the CMS defaults, continue with the following
step.
Setup Information 26
CentreVu®
CMS R3V8 External Call History Interface
The system responds as follows:
Enter password for nuucp login on xxxxxxxx (up to 8
characters):
13. Enter the nuucp password for the receiving computer.
The system responds as follows:
Enter CMS port for connection to xxxxxxxx (s-pdexxxx):
14. Enter the port on the
receiving computer. (For a
s_pdevxxx
will display instead.)
CentreVu
CMS computer to be used by the
Sun
computer,
The system responds as follows:
Select a speed for this connection
1) 19200
2) 38400
15. Enter the speed that the connection between the
CentreVu
and the receiving computer will be using.
The system responds as follows:
Number of call segments to buffer for ACD xxxxxxx (0-99999):
CMS
16. Enter the number of call records to be held in the buffer if the
receiving machine cannot accept the data (this should equate to a
minimum of 20 MB). This step reserves disk space;
therefore, sufficient disk space must be available.
Setup Information 27
NOTE:
CentreVu®
CMS R3V8 External Call History Interface
The range (0-99999) specified in the prompt represents the total
allowed over all ACDs. If you expend the entire allotment on ACD 1,
you will have no more space available to other ACDs.
!
CAUTION:
You will lose external call record data if all the buffers on the
CentreVu
CMS computer fill up. (Standard
CentreVu
CMS call data
is not affected.)
The buffers could become filled due to a link fai lure if the storage
capacity of the receiving machine is exceeded or if the receiving
machine goes down.
If you want to change the buffer size you need to change the
Number of call records field in the S ystem Setup: Data
Storage Allocation window. (See Data Storage Allocation in
Chapter 8, “System Setup,” in the
CentreVu® CMS Administration
document (585-210-910) for more information).
Collection of external call records resumes when uucp finishes
copying the files from the
CentreVu
CMS buffers to the receiving
computer.
NOTE:
Repeat Step 16 for each administered ACD.
The system responds as follows:
Start ECH in the on or off state: (default off)
17. Select whether ECH will start in the on or off state (default is off).
Setup Information 28
CentreVu®
CMS R3V8 External Call History Interface
The system responds as follows:
Computing space requirements and file system
space availability.
External Call History package installed
18. Verify that the installation completed successfully by entering the
following:
tail /cms/install/logdir/admin.log
The External Call History package install ed successfully when you
see the following message:
.
.
.
External Call History package installed <date/time>
19. You can now turn
CentreVu
CMS back on. Enter cmsadm.
The CMS Administration menu will display as follows:
Call Management System Administration Menu
Select a command from the list below.
1) acd_create Define a new ACD
2) acd_remove Remove all administration and data for an ACD
3) backup Filesystem backup
4) pkg_install Install a feature package
5) pkg_remove Remove a feature package
6) run_pkg Turn a feature package on or off
7) run_cms Turn CentreVu (R) CMS on or off
8) port_adm Administer, Modems, Terminals, and Printers
Enter choice (1-9) or q to quit:
Setup Information 29
CentreVu®
CMS R3V8 External Call History Interface
20. Enter 7.
The system responds as follows:
Select one of the following
1) Turn on CMS
2) Turn off CMS
Enter choice (1-2)
21. Enter 1 to turn
CentreVu
CMS on.
The system responds as follows:
Please wait for initialization
When
*** CMS is now up ***
CentreVu
CMS comes up, the following information displays:
Setup Information 30
CentreVu®
CMS R3V8 External Call History Interface
Turn ECHI On or Off 0
CentreVu(R) Call Management System Administration Menu
Select a command from the list below.
1) acd_create Define a new ACD
2) acd_remove Remove all administration and data for an ACD
3) backup File system backup
4) pkg_install Install a feature package
5) pkg_remove Remove a feature package
6) run_pkg Turn a feature package on or off
7) run_cms Turn CentreVu (R) CMS on or off
8) port_adm Administer, Modems, Terminals, and Printers
Enter choice (1-8) or q to quit:
In a CMS High Availability environment, the installed ECHI package may
be turned on or off while CMS is running or not. Use the following
procedure.
NOTE:
When ECHI is off, records are st ill being col lect ed in fi les , except t hat the
files are not sent to the receiving computer. The purpose for this is
because the receiving computer can only receive files from one machine
at a time
1. First access the
CentreVu
CMS Administration menu by entering
cmsadm.
The
CentreVu
CMS Administration menu appears as shown below.
2. Enter 6 to run the ECHI program.
The system responds with the following:
The CMS features that can be run are
1. external call history
Enter choice (1-1) or q to quit
3. Enter 1 for External Call History Interface.
Setup Information 31
CentreVu®
CMS R3V8 External Call History Interface
The system responds by listing the package status (on or off ) and
asking if you would like to turn it on or off:
ECHI is off. Do you wish to turn it on?
4. Enter on or off, depending on what you want to do with the pack age.
If you turn ECHI on, the system responds as follows:
Do you wish to send the full call record buffer?
CMS is Not Running
and ECHI if Off 0
External Call History is off.
External Call History package turned on successfully
5. Enter yes or no.
If CMS is not running and if ECHI is off, the system responds as follows:
Do you wish to turn it on? (default: yes)
Select Return to turn ECHI on. The system responds as follows:
Setup Information 32
CentreVu®
CMS R3V8 External Call History Interface
CMS is Running and
ECHI is Off 0
External Call History is off.
Do you wish to transmit the full buffer of call records?:
(default: yes)
If CMS is running and if ECHI is off, the system responds as follows:
Do you wish to turn it on? (default: yes)
Select Return to turn ECHI on. The system responds as follows:
Select Return. The system responds as follows:
External Call History package turned on successfully
CMS is Either Running
or Not Running and
ECHI is On 0
External Call History is on.
External Call History package turned off successfully
If CMS is either running or not running and if ECHI is on, the system
responds as follows:
Do you wish to turn it off? (default: yes)
Select Return to turn ECHI off. The system responds as follows:
Setup Information 33
CentreVu®
CMS R3V8 External Call History Interface
Assigning Ports
on the
Sun
Computer 0
If your
install the previously described feat ure, and then either set the Network
Terminal Server (NTS) port connections, or use a
Use the Network Administrator (na) program to address and configure
the NTS ports.
To set the NTS port connections, perform the following procedure.
You must log in as
# na
CentreVu
NOTE:
1. At the system prompt, enter na to access the NTS
administration software as shown below:
CMS computer is a
root
at the console terminal.
Sun
server/computer, you must
Multiport
*
card.
The system responds as follows:
command:
2. To associate all subsequent administration with a specific NTS,
enter annex <name of your NTS> at the command promp t as
shown below:
command: annex <name of your NTS>
*Multiport is a registered trademark of Aurora Technologies, Inc.
Setup Information 34
NOTE:
CentreVu®
CMS R3V8 External Call History Interface
When you enter annex <name of your NTS>, it becomes the
default NTS until another NTS is selected using the annex
command. The default setting for the NTS ports is 9600 bps, 8 bits,
no parity, and 1 stop bit.
The system responds as follows:
# <name of your NTS>: Annex-3-UXR7, 64 ports
command:
3. Perform one of the following depending upon whether you have a
direct connection or a modem connection.
a. For a direct connection, enter the following
set port string
command. You must include all the parameters you want to
change.
command: set port=x-y mode slave speed <value>
location
<value> user_name <value> output_flow_control none
type hardwired
b. For a modem connection, enter the following set port string
command.
command: set port=x-y mode slave dedicated_address
<Sunaddress> control_lines modem_control speed <value>
type dial_in term_var dial_up broadcast_direction
network location <value> user_name <value>
output_flow_control none
You must include all the parameters you want to change. The
set port string command sets the parameters for the serial line
ports. The “x” value is the port number on the NTS. You can
specify a range of ports. The speed value must be either 19200
or 38400 bps and must match the speed of the receiving
computer . Y ou can choose your own values for location and
user_name attributes, but they should be port-specific. See
the following table for other values.
Setup Information 35
Be sure to set the
CentreVu®
NOTE:
CMS R3V8 External Call History Interface
location and user_name (and keep
them populated) so that any problems can be traced to the
correct port.
Parameter Recommended Setting
mode slave
dedicated_address Set to the ip address of the
Sun
host.
You can find this by searching (use
“grep”) the file
/etc/host.
control_lines Set to modem_control.
speed Set to match the speed of the receiving
computer (19200 or 38400 bps).
type dial_in
term_var dial_up
broadcast_direction network
location <your location>
user_name <your user name>
NOTE:
You can break down either of these commands to make the
entry easier. For example, for the direct connection, you could
perform the following steps.
1. Type set port=x mode slave speed <value>.
2. Press .
RETURN
3. Type set port=x type hardwired
location
4. Press .
<value>.
RETURN
5. Continue until the entire command is entered.
Setup Information 36
CentreVu®
CMS R3V8 External Call History Interface
4. When you are finished, use the following command to reset the
ports:
command: reset [port number]
The system responds as follows:
resetting serial port <number> of annex <your NTS number>
na
5. To quit
, enter the following command:
command: quit
!
CAUTION:
The following procedure r equires the
rebooted.
CentreVu
rebooting, and you will lose
CMS will be down while the system is
CentreVu
Centre Vu
CMS data.
CMS computer to be
Next you must create a character special device; do so in the
following manner:
a. At the console terminal, go to the
b. Look for a
create a
# vi Speripherals
Speripherals
Speripherals
file. If this file does not exist ,
file by using an editor such as vi.
/etc/rc2.d
directory.
Setup Information 37
c. Add the following system command to the file. You must add
one line per each modem or direct connection. (If the
Speripherals
rtelnet -fmrt <name of your NTS> 20 /dev/s_pdev220
The 220 in the device name i ndicates t he second NTS and port
20 (as does the parameter 20). You can choose your own
names, but the device name should reflect the terminal server
and port names.
d. If you used vi to do the above editing, you can exit vi by typing
CentreVu®
file already exists, just add the command to it.)
NOTE:
CMS R3V8 External Call History Interface
ZZ (upper case).
Connecting the
CentreVu
CMS
Computer to the
Receiving
Computer 0
Cabling 0
6. Reboot the
The port on the
during feature installation. The port on the receiving computer must be
set up for incoming data only
The receiving computer must be connected to the
computer by an RS-232 connection. This c onnect ion uses hardware f low
control and runs at 19200 bps or 38400 bps.
The computers can be connected up to a di stance of 5 0 feet wi th RS-232
cabling and connectors. If the two computers ca nnot be locat ed within 50
feet of each other, limited-distance modems can be used. Contact your
account representative for information about modems.
NOTE:
If you are using a small NTS (8 or 16 ports), you need either a 10-pin or
8-pin straight-through connector cable. One end of the cable goes to a
port on the small NTS, and the other end of the cable goes to the
connector. The connector must then attach to a null modem.
CentreVu
CentreVu
CMS computer.
CMS computer is set up for outgoing data onl y
.
CentreVu
CMS
Setup Information 38
CentreVu®
CMS R3V8 External Call History Interface
Selecting and Setting Up the Receiving Computer 0
This section contains the receiving computer requirements. This section
also explains how call records are transferred.
Consider the following points before purchasing or connecting the
receiving computer:
●
Processor speed should be as high as practicall y po ssible.
●
The computer must have file transfer capabilities (the default is
uucp, but you may choose another file transfer utility). If your
receiving computer is a
machine, refer to your
UNIX
UNIX
documentation to set up uucp. If your receiving computer is a
Windows
Windows
●
If you are also using
*
computer , see the section “Setting Up uucp Software on a
Computer” in this document.
CentreVu
Explorer, you must use uucp as the
file transfer utility. Select the default settings when installing ECHI.
●
The computer must be loaded with software in order to accept,
store, and convert the transferred data.
●
Transfer speed mu st be set to the same speed you choose to use
on the
●
Certain files (such as System and Devices) and permissions must
CentreVu
CMS computer (19200 or 38400 bps).
be set up on the receiving computer. See the documentation that
came with the computer for this information.
●
Storage capacity should be large enough to meet your needs
(based on expected call traffic and the length of time you want to
store the data). A minimum of 20 MB of available space is required.
!
CAUTION:
If the disk on the receiving computer fills up, a message is sent to
CentreVu
the
could cause files to back up in the
If files back up, the call record data that has already been collected
up to that moment will eventually be transferred to the receiving
computer, but no new data will be collected. (Standar d
CMS data is not affected.)
*Windows is a registered trademark of Microsoft, Inc.
CMS computer and file transfer halts. This condition
CentreVu
CMS computer buffers.
CentreVu
Setup Information 39
The capacity needed to store one record in the database is 233
bytes per record. One call record is generated for each call
segment
Multiply 233 by the number of records you want to store (b ased on
estimated call traffic and the l ength of time you want to store the
data) to calculate approximately how much storage capacity you
need.
CentreVu®
.
CMS R3V8 External Call History Interface
Transferred File
Names
Call Record Transfer0
The transfer process adds an extension of up to three digits to the call
history data file name. Therefore, the fil e name on the receiving computer
0
chrxxxx.x, chrxxxx.xx, or chrxxxx.xxx.
is
The transferred call history files are placed in the
directory is the default uucp directory that you can administer on the
receiving computer.)
The call history files are sent from
or
interval
receiving application to conti nuously check the
the
original files in
~/
directory after being copied to your database, they will eventually be
overwritten.
!
If the disk on the receiving computer fills up, a message is sent to the
CentreVu
cause files to back up in the
back up, the call record data that has already been collected up to that
moment will eventually be transferred to the receiving computer, but no
new data will be collected. (Standard
affected.)
when a file reaches 20 MB in size. You must set up your
chrxxxx
format, and then copy these files to your database. The
~/
should then be deleted. If files are not deleted fr om the
CAUTION:
CMS computer and file transfer halts. This condition could
CentreVu
CentreVu
CMS computer buffers. If files
CentreVu
~/
directory. (The
CMS at the end of each
~/
directory for files of
CMS data is not
~/
The purpose of the sequence numbers is to be able to detect duplicate
files. If you receive two files with the same sequence number, those files
are duplicates. If duplicated fi les are received, refer to the sequence
number as previously described in the "File Header " section.
Setup Information 40
CentreVu®
CMS R3V8 External Call History Interface
Setting Up uucp
Software on a
Windows
Computer 0
You must provide the uucp software for the receiving computer. During
setup, the site names (which may be identified by other terms such as
node names or host names) must match for configuration on both
machines. For assistance, call the Lucent Technologies National
Customer Care Center at 1-800-242-2121. International customers may
contact your local Lucent distributor or representative.
NOTE:
The following steps briefly describe a typical method of setting up uucp
software on a
to machine. Refer to your uucp software documentation for more
information. If the receiving computer is a
UNIX
documentation.
1. Install the uucp software on the receiving computer by following the
installation instructions for the software.
2. Configure the uucp software by following the configuration
instructions for the software.
3. Reboot the computer to verify that no configuration or startup
procedures conflict.
Windows
*
computer. Specific details will vary from machine
UNIX
machine, refer to your
4. Define the site name for the receiving computer. This must match
the name that was entered on the
call history receiving machine during installation of the feature.
Spool
5. Define the
6. Define the
7. Define the
8. Define the default drive as C:\.
9. Define the receiving port as COM1.
10. Define the name of the
data. This needs to be the same as the node name of the
CentreVu
CentreVu
the
For the following step, the login ID is
which was created during the feature insta ll ation.
UUXQT
CMS computer. Type uname -n, and press on
NOTE:
directory as C:\uucp.
Public
directory as C:\uucp\public.
path as C:\bin.
CentreVu
CMS at the
UNIX
CentreVu
CMS computer that will be sending
prompt and run the name.
nuucp
CMS computer for the
Return
. The password is that
*Windows is a registered trademark of Microsoft, Inc.
Return
Setup Information 41
CentreVu®
CMS R3V8 External Call History Interface
Testing the
Connection and
Configuration
11. Define the nuucp password that will be used by
CentreVu
log in to the receiving comput er and send data. This passwor d must
match the nuucp password assigned during the External Call
History Interface feature instal lation.
The software is now set up. Use the following section to test the setup.
Test the connection and configuration by performing the following
procedure.
0
1. Send e-mail from the receiving computer to the
CentreVu
CMS
computer.
a. Type mail [cms computer name]!cms, and press
.
b. Type any text. For example, This is a test from call
Return
history receiver to cms, and press
c. Type a period (.), and press .
2. Send e-mail from the
CentreVu
CMS computer to the receiving
Return
.
computer.
CMS to
Reading Mail on
UNIX
Computers 0
a. Type mail [receiving computer name]!user1, and
press .
Return
b. Type any text. For example, This is a test from CMS
Return
to call history receiver, and press
c. Type a period (.), and press .
Return
.
If both machines receive the mail, the connection is conf igured and
operating properly.
NOTE:
UNIX
The
command uutry <machine name> will test the machine
and provide a log of actions for tracing problems.
To read mail on
1. Type mail and press . to display the message.
2. Type ?d and press . to delete the message.
3. Type ?q and press . to quit reading mail.
UNIX
computers, perform the following steps.
Return
Return
Return
Setup Information 42
CentreVu®
CMS R3V8 External Call History Interface
How Are We Doing?
Document Title:
Document No.: 585-210-912 Issue 1 Date: December 1999
Lucent Technologies welcomes your feedback on this document. Your comments are of great
value in helping us to improve our documentation.
1. Please rate the effectiveness of this document in the following areas:
Ease of Use ///////////////////////
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❒
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❒ Improve the organization ❒ Add more troubleshooting information
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❒ Add more examples ❒ Add more/better quick reference aids
❒ Add more detail ❒ Improve the index
Please provide details for the suggested improvement. __________________________________
____________________________________________________________________________
CentreVu™
External Call History Interface
Call Management System Release 3 Version 8
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