Avaya BCM 2.5 Call Detail Recording System Administrator's Guide

Part No. P0911648 02

Return
to Menu

Business Communications
Manager 2.5

Call Detail Recording System
Administration Guide

2

Copyright © 2001 No rtel Networks

All rights reserved. F ebruary 13, 2001.
The information in this document is subject to change without notice. The statements, configurations, technical data, and

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks NA Inc.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.

P0911648 02

Contents

Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Emergency 911 Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

About Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Your role as System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Contents 3

Chapter 2

Configuring Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Unified Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

The Call Detail Recording keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

The Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Report formats and types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

SL-1 reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Norstar reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Report Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Report Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

All calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Outgoing calls only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Prefix strings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Account Code Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Account Code list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

The Report Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Date Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Header Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

DNIS Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Connect Char (Characters) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Clip File Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

File size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Call Detail Recordi ng Sy st em Ad m ini s tratio n Gui de

4 Contents

Disk Space limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

The Market Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

CLID with Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Long CLID Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

CLID with Call Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Support Call Charge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Answer Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Call Filter Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Hospitality Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

The Prefix Bin Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Prefix filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

The Access Bin Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Access Bin Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Suppress Length Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Saving configuration changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

The Configuration menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Configuration Commit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Configuration Undo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Configuration Clip File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Chapter 3

Call Detail Recording Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

SL-1 reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Report logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

SL-1 report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

SL-1 report field definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

SL-1 report options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

SL-1 Standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

SL-1 CLID reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

SL-1 Target line/Physical lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Special station set numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Advice of charges at end of call (AOCE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Norstar reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Norstar report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Norstar Standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Norstar CLID reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Norstar report field definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Norstar Real Time report format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Norstar All report format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Special station set numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Standard Hospitality record format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Target line/Physical lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

P0911648 02

Contents 5

Busy reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Direct Inward Dial (DID) busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Target line busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Bearer capability data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

PRI Call-by-call service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Voice over IP calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Dialed number identification service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Call connected digit separator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

External call forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Norstar report field definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Norstar Standard and CLID report description . . . . . . . . . . . . . . . . . . . . . . . . 57

Printable line descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Norstar Real Time record description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Real Time Hospitality record format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Advice of charges at end of call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Chapter 4

Install CDRClient Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Call Detail Recording display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

The CDRClient window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Call Detail Recording Record Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

CDR Group User Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

CDR User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Create a user profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Modify user privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Delete a user name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Call Detail Recording Domain User Management . . . . . . . . . . . . . . . . . . . . . . . . 69

Add a name to a Domain User Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Modify user privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Delete a user name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

CDR User Management additional information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Call Detail Recordi ng Sy st em Ad m ini s tratio n Gui de

6 Contents

P0911648 02

Figures

Figure 1 The Comprehensive window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Figure 2 The Summary window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Figure 3 Startup on Reboot window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Figure 4 The Report Parameters window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Figure 5 The Report Options window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Figure 6 The Market Parameters window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Figure 7 The Prefix Bin Settings window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Figure 8 The Access Bin Settings and Suppress Len gth Settings window . . . . . . 34

Figure 9 The Configuration reminder window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Figure 10 The Commit option window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Figure 11 The Undo option window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Figure 12 The Clip File option window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Figure 13 Sample outgoing call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Figure 14 Sample incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Figure 15 Sample call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Figure 16 Sample conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Figure 17 Sample incoming call with CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Figure 18 Sample incoming call with Call Information and without CLID . . . . . . . . . 42

Figure 19 Sample incoming call transferred with Call Information available . . . . . . . 42

Figure 20 Sample target line transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Figure 21 Sample end of call with charges rounded down . . . . . . . . . . . . . . . . . . . . 43

Figure 22 Sample end of call with charges rounded up . . . . . . . . . . . . . . . . . . . . . . 43

Figure 23 Sample end of call with pulse charges . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Figure 24 Sample end of call with no charge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Figure 25 Sample end of call with charges not available . . . . . . . . . . . . . . . . . . . . . 44

Figure 26 Sample outgoing call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Figure 27 Sample incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Figure 28 Sample incoming call with CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Figure 29 Sample call with CLID not answered . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Figure 30 Sample call with truncated CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Figure 31 Sample call with partial CLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Figure 32 Sample call with DNIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Figure 33 Sample call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Figure 34 Sample call with Standard, CLID and Real Time information . . . . . . . . . 49

Figure 35 Sample room status vacant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Figure 36 Sample room status basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Figure 37 Sample room status mid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Figure 38 Sample room status full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Figure 39 Sample target line and physical line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Figures 7

Call Detail Recording System Administration Guide

8 Figures

Figure 40 Sample busy call with DID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Figure 41 Sample busy call on a target line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Figure 42 Sample incoming call with Bearer capability . . . . . . . . . . . . . . . . . . . . . . 51

Figure 43 Sample PRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Figure 44 Sample incoming call with VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Figure 45 Sample incoming call with DNIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Figure 46 Sample call with digit separator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Figure 47 Sample external call with external call forward . . . . . . . . . . . . . . . . . . . . 54

Figure 48 Sample internal call with external call forward . . . . . . . . . . . . . . . . . . . . . 55

Figure 49 Standard and CLID report formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Figure 50 Real Time record format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Figure 51 Sample start header line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Figure 52 Sample restart line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 53 Sample call ringing line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 54 Sample outgoing line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 55 Sample unanswered call line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 56 Sample busy line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 57 Sample hold and off hold lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Figure 58 Sample conference start and end lines . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Figure 59 Sample call transfer line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Figure 60 Sample call transfer from line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Figure 61 Sample end call line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Figure 62 Sample digits dialed line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Figure 63 Sample invalid password line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Figure 64 Sample account code line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Figure 65 Sample password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Figure 66 Sample last line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Figure 67 Sample physical line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Figure 68 Sample CLID information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Figure 69 Sample room status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Figure 70 Sample external call forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Figure 71 Sample room status vacant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Figure 72 Sample room status basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Figure 73 Sample room status mid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Figure 74 Sample room status full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Figure 75 Sample charges in dollars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Figure 76 Sample charges in lira . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Figure 77 Sample charges in units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Figure 78 Sample with no charges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Figure 79 Sample charges not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Figure 80 CDRClient window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Figure 81 User Administration window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

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Figure 82 Property Sheet window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Figure 83 Domain User Group Profile window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Figures 9

Call Detail Recording System Administration Guide

10 Figures

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Tables

Table 1 Summary window parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Table 2 Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Table 3 Sample Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Table 4 Report Options parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Table 5 The Market Parameters window parameters . . . . . . . . . . . . . . . . . . . . . . 31

Table 6 Configuration reminder window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Table 7 Field definitions for line 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Table 8 Field definitions for line 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Table 9 Report options and letter codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Table 10 Report options and letter codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Tables 11

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12 Tables

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Preface

Your Business Communications Manager telephone system has many features that you can
customize to keep up with changes in your workplace.

This guide provides information about how to program a Business Communications Manager
telephone. This in formation inclu des items s uch as prog ramming pe rsonal sp eed dials , tran sferrin g
a call, and using special features. Some of the features included in the Business Communications
Manager telephone system are, conference calls, group listening, group pickup, directed pickup,
and call tracking.

This guide is aimed at the day to day operat ors of the Business Communications Manager
telephone system.

Before you begin

Plan the programming changes you want to make before you begin. Record the changes so that
you have the information at hand. For example, before you program system speed dial numbers,
create a record so that you have all the numbers and codes available.

13

Programming applies to both North America and International telephones in your Business
Communications Manager system.

Emergency 911 Dialing

Emergency 911 Dialing is the capability to access a public emergency response system.

State and local re qui rements for support of Emergency 911 Dialing service by Customer Premises
Equipment vary. Ask your local telecommunications service provider about compliance with
applicable laws and regulations.

Emergency 911 Dialing may not apply to International systems.

Text conventions

This guide uses the following text conv entions:

Bold

Is used to highli ght a programming level within the
Unified Manager menu.

Example: ALL report type.

Call Detail Recording System Administration Guide

14 Preface

italic text Indicates new terms and book titles.

Example: Business Communicat ion s Manager
Installation and Maintenance Guide.

Forward slash /

Acronyms

This guide uses the following acronyms:

AL Alarm
AOCE Advice of charges at end of call
ASM Analog Station Module
ATA Analog Terminal Adapter
BRI Basic rate in terface
CDR Call Detail Re c o rd in g
CFAC Call Forward all Calls
CFB Call Forward Busy
CFNA Call Forward No Answer
CLASS Custom Local Area Signalling Service

Separates names where two ac tions a re assi gned to on e
button.

Example: MM/DD/YY.

CLID Calling Line Identification
CMS Call Management Services
DID Direct inward dial
DISA Direct inward system access
DN Directory number
DND Do not disturb
DNIS Dialed Number Identification Services
DRT Delayed Ring Transfer
ERC Expr ess routing code
ETSI European Telecommunications Standards Institute
HS Hospitality services
IP Internet Protocol
ISDN Integra ted Services D ig ital Network
ISO International Organization for Standardization
KB Kilobyte

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LAN Local Area Network
MB Megabyte
PC Personal computer
PBX Private branch exchange
PIN Personal Identificati on Number
PRI Primary Rate Interface
RC Room condition
RO Room occupancy
SLR Selective line redirection
URL Uniform Resource Locator
WAN Wide Area Network

Related publications

For more information about using Business Commun ications Manager, refer to the following
publications:

Preface 15

• Business Communications Manager Installation and Maintenance Guide.

This document provides more information about using Unified Manager.

Call Detail Recording System Administration Guide

16 Preface

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Chapter 1
Introduction

The Nortel Networks Busin ess Communications Manager Call Detail Recording is an application
that records an d 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. Call Detail Recording also provides infor mation on
incoming calls as the events occur. This information appears in a Real Time Call record.

About Call Detail Recording

Call Detail Recording provides informat ion about:

• date and time of the call, and dig its dialed

• the originating and the terminating line or sta tion set

• whether an in coming call wa s answered

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

• whether a call was transferred or put on hold

• call duration

• call charges

• calls associated with Account codes

• incoming call Calling Line Identification ( CLID) inform ation

• Bearer Capability of the line in the call

• Hospitality records for room occupancy status

• Real Ti me records for ringing, DNIS, answer ed, unanswered, transferred, and rel eased events
for incoming calls with CLID inform at ion and Hospitality room occupancy status

17

Note: Call Detail Recording delivers Custom Local Area Signalling Services

(CLASS), Call Management Services (CMS), Automatic Number Identification,
and Dialed N umber Identification Service s ( D N IS) in the form o f CLID reports.
Contact your customer service representative for more information.

You can use information collected by 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 e fficiently

• guard against abuse of the telephone system

• provide immed i ate call informat io n to database application s thr ough Real Time call reco rd s

• track changes in room occupancy status

Call Detail Recording System Administration Guide

18 Chapter 1 Introduction

Your role as System Admi nistrator

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

• administeri ng Call Detail Re cording

• determining Acco unt codes used as references for tr acking telephone calls

• interpreting reports

Warning: SECURITY ALERT: Call Detail Record ing provid es 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, cr edit ca rd numbers and per sonal id entif icat ion numbers . Digits
dialed are not maintained as confidential .

As System Administrator i t is sol ely your r esponsibil ity to adv ise the s ystem user s
that their telephone dialing information can be monitored and recorded.

Further , LAN-based access t o call r ecords ( passi v e or re al 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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Chapter 2
Configuring Call Detail Recording

Call Detail Recording uses configuration parameters to specify the kinds of calls to be reporte d as
well as the report type and for m at. Each parameter can be changed at any time.

Unified Manager

1 Open Business Communications Manager Unified Manager.

The Comprehensive window appears. The Business Communications Manager navigation tree
shows the following five keys:

•System

• Resources

•Services

• Management

19

• Diagnostics

Figure 1 shows the Comprehensive window. Refer to “The Comprehensive window” on page 20.

Call Detail Recording System Administration Guide

20 Chapter 2 Configuring Call Detail Recording

Figure 1 The Comprehensive window

2 On the navigation tree click the Business Communications Manager key and then click the

Services key.

3 Click the Call Detail Recording key.

The Summary window appear s.

Figure 2 shows the Summary window. Refer to “The Summary window” on page 21.

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Chapter 2 Configuring Call Detail Rec or ding 21

Figure 2 The Summary window

Table 1 shows the parameters you can config ure using the Summary windo w. Refer to “Summary

window parameters” on page 21.

Table 1 Summary window parameters

Name Version

CDR CDR Software Version

Description

Business Commun ic ations Manager Call
Detail Recording

Status Startup on Reboot

Up Enable-Automatic
Down Enable-Manual

Disable

Figure 3 shows th e Startup on Reboot parameters. Refer to “Startup on Reboot window” on page

21.

Figure 3 Startup on Rebo ot window

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22 Chapter 2 Configuring Call Detail Recording

The 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 Settin gs

• Access Bin Settings

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

The Report Parameters

When you select the Report Parameters key from the Comprehensive window, the Report
Parameters window shown in Figure 4 appears. Refer to “The Report Parameter s windo w” on page

22.

Figure 4 The Report Parameters window

Table 2 shows the parameters you can config ure using the Report Pa rameters window. Refer to

“Report Parameters” on page 22.

Table 2 Report Parameters

Format Report Type

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

English Norstar Real Time
French Norstar All

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Norstar Standard
Norstar CLID

Chapter 2 Configuring Call Detail Rec or ding 23

Table 2 Report Parameters

Format Report Type

Danish
Swedish

Dutch All
Spanish Outgoing
German Prefix
Italian
Norwegian
Feature Code Account Code
F900-999

Report Filter

Report formats and types

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 re p o rt f o rm at when you are su p plying the Call D etail Recording o ut put to legacy
commercial call accounting packages or equipment.

This report format su pports 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 th e call in SL-1 Sta ndard report typ e.

The SL-1 report format does not suppo rt t he re cordi ng of Bearer Capabi lit y and DDI Bu sy re ports.

Note: For more information about SL-1 reports, refer to “SL-1 reports” on page

39.

Assign the SL-1 r eport type

From the Report Paramet ers window, you can assign the SL-1 report type as Standard or CLID.

Call Detail Recording System Administration Guide