Avaya BCM 2.0 Call Detail Recording System User Manual

Enterprise Edge 2.0 Call Detail Recording System Administration Guide

1-800-4 NORTEL www.nortelnetworks.com

Contents 3

Introduction 7

About Enterprise Edge Call Detail Recording 7 Your Role as System Administrator 8

Enterprise Edge Unified Manager 9

The Comprehensive window 9 The Summary window 10 The Enterprise Edge Call Detail Recording keys 10

The Report Parameters window 11 The Report Options window 12 The Market Parameters window 13 The Prefix Bin Settings window 14 The Access Bin Settings and Suppress Length Settings window 15 The Commit window 16 The Clip File window 17

Configure Enterprise Edge Call Detail Recording 19

Enterprise Edge Call Detail Recording keys 19

Components of the Report Parameters window 21

Report formats and types 21

SL-1 reports 21

Norstar reports 22 Report Language 22 Report Filter 23

All 23

Outgoing Calls 23

Prefix 23

Account Code 24 Account Code Feature Code 24

Account Code list 25

Using Account Codes 25

Components of the Report Options window 27

Date Format 27 Header Format 27 DNIS Info 28

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Connect Char 28 Clip File Schedule 28 File size 29

Components of the Market Parameters window 31

Market Parameters 31

CLID with Name 31

Long CLID Support 31

CLID with Call Type 31

Support Call Charge 31

Answer Supervision 32

Call Filter Duration 32

Hospitality Record 32

Assign or Change Market Parameters 32

Components of the Prefix Bin Settings window 33

Prefix filter 33

Components of the Access Bin Settings and Suppress Length Settings

window 35

Access Bin Settings and Suppress Length Settings 35

SL-1 reports 37

Introduction 37 Report logs 37 SL-1 report types 37 SL-1 report field definitions 38

Line 1 38

Line 2 38

SL-1 report options 38 SL-1 Standard reports 39 SL-1 CLID reports 39

SL-1 Target line/Physical lines 40 Special station set numbers 40

Norstar reports 41

Introduction 41 Norstar report types 41 Norstar Standard reports 41 Norstar Call Information reports 42

Call Information report field definitions 42 Norstar Real Time report format 44 Norstar All report format 45

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Special station set numbers 46 Standard Hospitality record format 46 Target line/Physical lines 46 Busy reports 47

Direct Inward Dial (DID) busy 47

Target line busy 47 Bearer capability data 48 PRI Call-by-call service 48 Voice Over IP Calls 49 Dialed number identification service 49 Call connected digit separator 50 External call forward 51 Norstar report field definitions 52

Standard and CLID report formats 52

Real Time record format 53

Norstar Standard and CLID report description 53

Printable line descriptions 54

Norstar Real Time record description 57 Real Time Hospitality record format 58

Contents 5

Install CDRClient Application 59

Call Detail Recording Display 61

The CDRClient window 61

Call Record Security 63

Enterprise Edge Call Detail Recording Record Security 63 CDR Group User Administration 63

CDR User Management 64 Peer-to-peer networks 66

Glossary 67

Index 69

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6 Contents

Enterprise Edge 2.0 Call Detail Recording System Administrati on Guide P0911648 Issue 02

Introduction

About Enterprise Edge Call Detail Recording

Enterprise Edge Call Detail Recordin g is an application that records and reports call activity. Each time a telephone call is made to or from your company, you can record the information about the call. When the call is completed, you can print information about the call in a report. Enterprise Edge Call Detail Recording can also provide information on incoming calls as the events occur. This information is recorded in a Real Time Call record.

Enterprise Edge Call Detail Recording provides information about:

• date and time of the call, and digits dialed

• the originating and the terminating line or station set

• whether an incoming call was answered

• elapsed time between origin of a call and when it was answered

• whether a call was transferred or put on hold

• call duration

• calls associated with Account codes

• incoming call Calling Line Identification (CLID) information

• Bearer Capability of the line in the call

• Hospitality records for room occupancy status

• Real Time records for ringing, DNIS, answered, unanswered, transferred, and released events for incoming calls with CLID information and Hospitality room occupancy status

Note: Enterprise Edge Call Detail Recording delivers Custom Local Area

Signalling Services (CLASS), Call Management Services (CMS), Automatic Number Identification and Dialed Number Identification Services (DNIS) in the form of CLID reports. This information is available only if the appropriate Enterprise Edge server hardware is installed and the service is available from your public telephone company. Contact your Customer Service representative for more information.

You can use information collected by Enterprise Edge Call Detail Recording to:

• allocate telephone costs to departments or individuals

• charge back telephone costs to billable clients through Account codes

• determine whether the telephone system is being used efficiently

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• guard against abuse of the telephone system

• provide immediate call information to database applications through Real Time call records

• track changes in room occupancy status

Your Role as System Administrator

As System Administrator, you perform the initial and ongoing administration tasks. Your tasks include:

• administering Enterprise Edge Call Detail Recording

• determining Account codes used as references for tracking telephone calls

• interpreting reports

SECURITY ALERT: Enterprise Edge Call Detail Recording provides information such as the date and time of the call, digits dialed, incoming call information and call time elapsed. This includes sensitive and personal information such as telephone banking numbers, credit card numbers and personal identification numbers. Digits dialed are not maintained as confidential.

As System Administrator it is solely your responsibility to advise the system users that their telephone dialing information can be monitored and recorded.

Further, LAN based access to call records (passive or real time) demands a greater emphasis on call record security. Limitations and security arrangements can vary depending on the network environment and how the customer administers and limits access to the call records. Consult with the appropriate members of your organization regarding the proper safeguards.

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Enterprise Edge Unified Manager

After you open Enterprise Edge Unified Manager, the Comprehensive window appears. The Enterprise Edge navigation tree shows the following four keys:

• System

• Resources

• Services

• Management

The Comprehensive window

Enterprise Edge Unified Manager 9

1. On the navigation tree click the Enterprise Edge key and then click the Services key.

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2. Click the Call Detail Recording key. The Summary window appears.

The Summary window

The Summary window shows the following four parameters:

Summary

•Name

•Status

•Version

•Description

The Enterprise Edge Call Detail Recording keys

From the Services folder, click the Call Detail Recording key. Call Detail Recording shows the following five keys:

• Report Parameters

• Report Options

• Market Parameters

• Prefix Bin Settings

• Access Bin Settings

When you click on a key the window for that item appears.

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Enterprise Edge Unified Manager 11

The Report Parameters window

Use the Report Parameters window to configure the following parameters:

Format Report Type

SL-1 SL-1 Standard Norstar SL-1 CLID

Norstar Standard Language Norstar CLID English Norstar Real Time French Norstar All Danish Swedish Report Filter Dutch All Spanish Outgoing

Prefix Feature Code Account Code F900-999

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The Report Options window

Use the Report Options window to configure the following parameters:

Date Format MM/DD/YY DD/MM/YY YY/MM/DD Header Format Line/Station Source/

Destination

DNIS Info Disable Enable Connect Char Disable Enable Clip File Schedule Daily Weekly Monthly File size File size (100KB) 14 (1,400 KB)

Note: Some of the above parameters are market specific. If the parameter value

does not match the trunk property, Enterprise Edge Call Detail Recording can produce incorrect reports. If you are using a Call Accounting package to process reports, consult your software vendor before you make any changes. File size is used only when this option is selected in the Clip File Schedule.

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Enterprise Edge Unified Manager 13

The Market Parameters window

Use the Market Parameters window to configure the following parameters:

CLID with Name

Disable Disable Disable Disable Disable 0-30 Sec. Disable Enable Enable Enable Enable Enable Enable

Long CLID Support

CLID with Call Type

Support Call Charge

Answer Supervision

Call Filter Duration

Hospitality Record

Note: Some of the above parameters are market specific. If the parameter value

doesn’t match the trunk property, Enterprise Edge Call Detail Recording can produce incorrect reports. If you are using a Call Accounting package to process reports, consult your software vendor before you make any changes.

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The Prefix Bin Settings window

Use the Prefix Bin Settings window to configure the Prefix parameters 1 to 8.

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Enterprise Edge Unified Manager 15

The Access Bin Settings and Suppress Length Settings window

Use the Access Bin Settings window to configure parameters for Access Bin Settings 1 to 5 and Suppress Length Settings 1 to 5.

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The Commit window

Under Enterprise Edge Unified Manager, Call Detail Recording Administration maintains a copy of all options and parameters internally. Changes made are not applied until the Commit option is selected or the system is rebooted. Make the changes required to all parameters. When changes are complete, select Commit to apply the changes.

To make and apply changes:

1. From the Enterprise Edge key, click the Services key.

2. Click the Call Detail Recording key.

3. Click Report Parameters.

The Report Parameters window opens.

4. From the Configuration menu, choose Commit.

Changes made to parameters are applied and a new header is generated in the Call Detail Recording log file.

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Enterprise Edge Unified Manager 17

The Clip File window

The current file log is not accessible when Enterprise Edge Call Detail Recording Service is running. Under the Enterprise Edge Unified Manager, Call Detail Recording Administration closes the current log file and creates a new log file, with a new header, while Service is running. Files are automatically clipped at 1,400 KB.

To clip the file log:

1. From the Enterprise Edge key, click the Services key.

2. Click the Call Detail Recording folder.

3. Click any one of the five keys. A window opens.

4. From the Configuration menu, choose Clip File.

5. Assign the Clip File schedule Daily, Weekly, Monthly or by File size.

Note: Data file size limit for clipping is changeable. File size ranges from 10

(1,000 KB) to 50 (5,000 KB).

The format for the data file extension created is YYYYMMDDHHMMSS. Files are stored in the Data Directory specified during installation. The recommended default is D:\Data Files\Nortel Networks\Call Detail Recording.

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Configure Enterprise Edge Call Detail Recording 19

Configure Enterprise Edge Call Detail Recording

Enterprise Edge Call Detail Recording keys

The Enterprise Edge Call Detail Recording comprehensive keys are:

• Report Parameters

• Report Options

• Market Parameters

• Prefix Bin Settings

• Access Bin Settings

Enterprise Edge Call Detail Recording uses configuration parameters to specify the kinds of calls to be reported as well as the report type and format. Each parameter can be changed at any time.

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Components of the Report Parameters window 21

Components of the Report Parameters window

Report formats and types

Enterprise Edge Call Detail Recording generates both Norstar and SL-1 report types. SL-1 offers two report formats: Standard and CLID. Norstar offers four report formats: Standard, CLID, Real Time and All.

Note: The Report format default is SL-1. The Report type default is Standard.

SL-1 reports

Use the SL-1 report format when you are supplying the Enterprise Edge Call Detail Recording output to legacy commercial call accounting packages or equipment.

This report format supports recording Standard report type as well as the Calling Line Identification (CLID) report type.

The SL-1 CLID report prints the CLID information only if the information is delivered. Otherwise, it records the call in SL-1 Standard report type.

The SL-1 report format does not support the recording of Bearer Capability and DDI Busy reports.

Note: For more information about SL-1 reports, refer to SL-1 reports on page 37.

Assign the SL-1 report type

Assign the SL-1 report type from the Report Parameters window. There are two choices:

• Standard

•CLID

To assign or change Report Parameters:

1. Click the Report Parameters key. The Report Parameters window opens.

2. In the Format list box, select SL-1.

3. In the Report Type list box, select Standard or CLID.

Note: Enterprise Edge Call Detail Recording reports only the CLID Information

for lines that are capable of delivering CLID. Calls on non-CLID capable lines are reported in SL-1 Standard report format.

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