Avaya BCM 4.0 Call Detail Recording System User Manual
Call Detail Recording System Administration
Guide
BCM 4.0
Business Communications Manager
Document Status: Standard
Document Version: 02
Part Code: N0060599
Date: June 2006
Copyright © 2006 Nortel Networks, All Rights Reserved
All rights reserved.
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.
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
All other trademarks and registered trademarks are the property of their respective owners.
Task list
To configure Report Options .........................................................................................11
To assign the SL-1 report type ......................................................................................13
To assign Norstar report type ........................................................................................14
To assign the Date Format ............................................................................................14
To assign the Header Format ........................................................................................15
To assign the Report Language ....................................................................................15
To assign Report Filters ................................................................................................15
To designate the feature code .......................................................................................16
To assign, change or delete Prefix Filters .....................................................................18
To configure CDR Report contents ...............................................................................18
To configure CDR Report File Settings .........................................................................22
To set up a CDR user account ......................................................................................26
To set Data Transfer type to Pull ...................................................................................27
To install the CDR Pull Client ........................................................................................28
To start the CDR Pull Client ..........................................................................................28
To create a BCM List file ...............................................................................................29
To select the BCM List file .............................................................................................30
To add a BCM 4.0 system to the BCM List file..............................................................30
To change the connection information for a BCM 4.0 system on the BCM List file.......31
To remove a BCM 4.0 system from the BCM List file....................................................31
To schedule a Pull Transfer...........................................................................................31
To delete a Pull Transfer schedule ................................................................................32
To read and reset transfer statistics ..............................................................................33
To schedule a data file transfer .....................................................................................34
To transfer the Call Detail Recording information immediately .....................................36
To install CDR Livestream.............................................................................................37
To access the CDR Livestream .....................................................................................38
To use the CDR Livestream ..........................................................................................38
To print records as you view them.................................................................................39
Task list 3
Call Detail Recording System Administration Guide
4 Task list
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Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
System Administrator role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
How to get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Getting Help from the Nortel Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Getting Help over the phone from a Nortel Solutions Center . . . . . . . . . . . . . . . . 10
Getting Help through a Nortel distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . 10
Chapter 2
Configuring Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Contents 5
Configuring CDR parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Configuring Report Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Report formats and types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Assigning the Date Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Assigning the Header Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Assigning the Report Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Assigning Report Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Creating the Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Configuring the Prefix Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Configuring CDR Report contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Configuring Leading Digits Suppression . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
To assign or change Suppress Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 3
Configuring and managing CDR data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Call Detail Recording security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CDR User Group Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Configuring CDR Report File Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Managing CDR data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Pull Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Push Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Real-time data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Features of Data File Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using CDR Pull Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Call Detail Recording System Administration Guide
6 Contents
Starting the CDR Pull Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuring the BCM List file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Configuring the systems on the BCM List file . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Scheduling a Pull Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Exiting from the CDR Pull Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using CDR Push Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Transferring Call Detail Recording information immediately . . . . . . . . . . . . . . . . . 36
Using CDR Livestream . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Call Detail Recording display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Chapter 4
Call Detail Recording reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
SL-1 reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
SL-1 report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
SL-1 report field definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
SL-1 Standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
SL-1 CLID reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Auto Attendant and Call Center station set numbers . . . . . . . . . . . . . . . . . . . . . . 44
Advice of charges at end of call (AOCE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Norstar reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Norstar report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Norstar Standard reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Norstar CLID reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Norstar Real-time report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Norstar All report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Auto Attendant and Call Center station set numbers . . . . . . . . . . . . . . . . . . . . . . 49
Standard Hospitality record format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Target line/physical lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Busy reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Bearer Capability data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
PRI call-by-call service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Voice over IP calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Dialed number identification service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Call connected digit separator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
External call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Ad hoc multiparty conference calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Norstar report field definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Real-time Hospitality record format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Advice of charges at end of call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
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Chapter 1
Getting started
This section contains information on the following topics:
• “About this guide” on page 7
• “Symbols and conventions used in this guide” on page 8
• “Symbols and conventions used in this guide” on page 8
• “Related publications” on page 9
• “How to get Help” on page 10
About this guide
This guide tells a System Administrator how to configure the Call Detail Recording (CDR)
application, generate reports, and install and use the CDR Pull Client and CDR Livestream.
7
System Administrator role
The System Administrator performs the initial and ongoing administration tasks.
Your tasks include:
• administering CDR
• determining Account codes used as references for tracking telephone calls
• interpreting reports
Warning: SECURITY ALERT: CDR records the date and time of calls, digits dialed,
incoming call information and time elapsed. This can include 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 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 a customer administers and limits access
to call records. Consult with the appropriate members of your organization about the
proper safeguards.
Call Detail Recording System Administration Guide
8 Chapter 1 Getting started
Audience
This guide is intended for people who install and configure the Multimedia Contact Center
application. This guide assumes that you are familiar with using Element Manager and CallPilot
Manager. For more information, refer to the BCM 4.0 Administration Guide (N0060598) and the
CallPilot Manager Set Up and Operations Guide (N0027247).
Acronyms
The following is a list of acronyms used in this guide.
Table 1
Acronym Description
BCM Business Communications Manager
CCR Custom Call Routing
CLID Calling line identification
PIN Personal identification number
Symbols and conventions used in this guide
These symbols are used to highlight critical information:
Caution: Alerts you to conditions where you can damage the equipment.
Danger: Alerts you to conditions where you can get an electrical shock.
Warning: Alerts you to conditions where you can cause the system to fail or work
improperly.
Note: A Note alerts you to important information.
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Tip: Alerts you to additional information that can help you perform a task.
Security note: Indicates a point of system security where a default should be changed,
or where the administrator needs to make a decision about the level of security required
!
for the system.
Related publications
Related publications are listed below. To locate specific information, you can refer to the
Master Index of BCM 4.0 Library.
BCM 4.0 Administration Guide (N0060598)
CallPilot Manager Set Up and Operation Guide (N0027247)
Chapter 1 Getting started 9
Call Detail Recording System Administration Guide
10 Chapter 1 Getting started
How to get Help
This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site
The best source of support for Nortel products is the Nortel Support Web site:
http://www.nortel.com/support
This site enables customers to:
• download software and related tools
• download technical documents, release notes, and product bulletins
• sign up for automatic notification of new software and documentation
• search the Support Web site and Nortel Knowledge Base
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center
If you have a Nortel support contract and cannot find the information you require on the
Nortel Support Web site, you can get help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7865).
Outside North America, go to the Web site below and look up the phone number that applies
in your region:
http://www.nortel.com/callus
When you speak to the phone agent, you can reference an Express Routing Code (ERC) to more
quickly route your call to the appropriate support specialist. To locate the ERC for your product or
service, go to:
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or authorized
reseller, you can contact the technical support staff for that distributor or reseller.
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Chapter 2
Configuring Call Detail Recording
The CDR application collects many different kinds of information for CDR data files:
• date and time of external calls
• Hunt Group usage statistics
• Custom Call Routing (CCR) tree reports
• mailbox activity reports
Note: For detailed information on mailbox activity reports, refer to the CallPilot
Manager Set Up and Operation Guide (N0027247).
Configuring CDR parameters
You can configure CDR parameters to specify what call information is presented in your reports.
11
This section describes:
• “Configuring Report Options” on page 11
• “Assigning Report Filters” on page 15
• “Configuring the Prefix Filter” on page 17
• “Configuring CDR Report contents” on page 18
• “Configuring Leading Digits Suppression” on page 20
Configuring Report Options
To configure Report Options
1 Log on to Element Manager.
2 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
3 Select the Telephony folder.
4 Click Call Detail Recording.
The Call Detail Recording panel appears with the Report Options tab displayed.
5 Use the tables in the Report Options tab to configure your report options.
6 Specify your report format and contents, and the filters you want to use.
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12 Chapter 2 Configuring Call Detail Recording
Figure 1 The Report Options page
Table 1 Report Options
Parameter Options
Format
Date format
Report type
Header format
Language
SL-1
Norstar
MM/DD/YY
DD/MM/YY
YY/MM/DD
SL-1 Standard
SL-1 CLID
Norstar Standard
Norstar CLID
Norstar Real-time
Norstar All
Line/Station
Source/Destination
English
French
Danish
Swedish
Dutch
Spanish
German
Italian
Norwegian
Portuguese
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Chapter 2 Configuring Call Detail Recording 13
Report formats and types
Call Detail Recording can generate 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 default report format is Norstar and the default report type is All.
SL-1 reports
Use the SL-1 report format when you are supplying the CDR 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, see “SL-1 reports” on page 41.
To assign the SL-1 report type
From the Report Options page, you can assign the SL-1 report type as Standard or CLID.
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Select the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 From the Format drop-down list, select SL-1.
4 From the Report Type drop-down list, select Standard or CLID.
Note: CDR reports only the CLID information for lines that are capable of delivering
CLID. Calls on lines that are non-CLID capable are reported in SL-1 Standard report
format.
Norstar reports
Use the Norstar report format for more detailed call reports.
Note: For more information about Norstar reports, see “Norstar reports” on page 45.
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14 Chapter 2 Configuring Call Detail Recording
Assign the Norstar report type
From the Report Options page, you can assign the Norstar report type as Standard, CLID,
Real-time or All.
To assign Norstar report type
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Select the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 From the Format list, select Norstar.
4 From the Report Type list, select Standard, CLID, Real-time or All.
Assigning the Date Format
The Date Format includes the day, month and year. There are three date formats:
•MM/DD/YY
• DD/MM/YY
• YY/MM/DD
The default date format is MM/DD/YY. This parameter affects only the Norstar Record Format.,
and is intended to provide market compatibility.
To assign the Date Format
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Select the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 From the Date Format drop-down list, select MM/DD/YY, DD/MM/YY or YY/MM/DD.
Assigning the Header Format
There are two kinds of header formats: Line/Station and Source/Destination. The default Header
Format is Line/Station. This parameter applies to the Norstar Record Format only.
The Line/Station format always reports the line number followed by the station number. The
Source/Destination format always reports the number placing the call followed by the number
receiving the call. Incoming calls are reported in the Line/Station format. Outgoing calls are
reported in the Station/Line format.
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Chapter 2 Configuring Call Detail Recording 15
To assign the Header Format
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 From the Header Format list box, select Line/Station or Source/Destination.
Assigning the Report Language
If your BCM 4.0 supports other languages, select either English or one of the alternate languages.
The default Report Language is English.
To assign the Report Language
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 From the Language list box, select English or an alternate language.
Note: The Report Language you select affects only CDR reports. The language assigned
to each telephone determines the language used in the Account codes.
Assigning Report Filters
Use the Report Filters to specify the type of calls to collect. You can select only one filter type at a
time. The default report filter is All.
To assign Report Filters
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 In the Report Filter option, select All, Outgoing, Prefix or Account Code.
4 In the minimum call duration box, enter the minimum call duration number.
The range is 0 to 30 seconds.
Call Detail Recording System Administration Guide
16 Chapter 2 Configuring Call Detail Recording
5 Select the Hospitality records check box, if you require hospitality records.
Report Filter Description
Filter type All reports all incoming and outgoing calls.
Outgoing reports only outgoing calls (no incoming calls).
Prefix reports calls matching the predetermined long distance digit strings.
The purpose of the Prefix filter is to report only long distance calls, calls to certain
area codes, or calls to specific numbers. If you select the Prefix Report filter, you
must also specify the prefix digits.
If the first digits dialed match one or more of the programmable prefix strings, the call
is reported; otherwise the call is not reported. You can have a maximum of eight
prefix strings assigned at one time. The maximum length for each prefix string is
eight digits.
Note: The Prefix filter defaults are 0, 1, 90, 91, 411 and 9411. Invalid Password
attempts are reported regardless of the Report Filter selected.
Account code reports only calls that have account codes associated with them.
Feature code F9 See “Creating the Feature Code”.
Minimum call
duration
Hospitality records This filter represents four states of room occupancy: vacant, basic, mid and full.
This filter determines which calls are included in the CDR. Calls shorter than the
minimum call duration are not logged. The default setting is 2 seconds and the range
is 0 - 30 seconds.
Room number lengths can be 1 - 5 digits.
Creating the Feature Code
The purpose of the feature code is to allow a user to enter an account code when on a call. The
account code that is entered is registered and recorded in the BCM CDR record for that call.
The default feature code in BCM is 900. If 900 is being used for another application, you can
choose another code to represent CDR. The feature code you designate can be any unused number
between 900 and 999. You designate the feature code in Element Manager.
To designate the feature code
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 In the Feature Code field, enter a number between 00 and 99. The first digit (9) is provided.
Callers can now enter the Feature Code and then enter the appropriate Account Codes.
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Chapter 2 Configuring Call Detail Recording 17
Account Codes
With Account Codes you can track telephone calls from your company to different clients or for
telephone activities. For example, a caller contacting a billable client can enter an account code
each time they call that client.
Callers can enter account codes for any incoming or outgoing calls. Callers enter the feature code
(F9--) followed by the account code.
Callers can enter an account code any time during an active call. They cannot enter an Account
Code when a call is on hold or when a configuration session is in progress.
Account Code list
Account Codes have a maximum of 12 digits but cannot contain symbols such as (*) or (#). Table
2 is an example of an Account Code list.
Note: Remember to provide your colleagues with the Feature Code and the
Account Code list. Your Account Code list is not stored on the BCM. The BCM
does not check that account code is valid.
Table 2 Account Codes
Account code Description
11127 Pat (manager)
37 Field Support
239 Liza (Sales)
45 Roger (Service)
1552 Monique (Shipping)
53 Modern Ways Limited
100 Long distance
Configuring the Prefix Filter
With the Prefix Filter, you can select whether you monitor and report all long-distance calls, only
calls to certain area codes, or calls to specific numbers.
If the first digits a caller dials match one or more of the prefixes you have defined, the call is
reported. Otherwise the call is not reported. You can have a maximum of eight prefix strings
assigned at one time. The maximum length for each prefix string is eight digits. The Prefix filter
default settings are 0, 1, 90, 91, 411 and 9411.
Call Detail Recording System Administration Guide
18 Chapter 2 Configuring Call Detail Recording
To assign, change or delete Prefix Filters
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 In the prefix filter table, in the Prefix 1 list box, enter the prefix number.
4 In the Prefix 2 through Prefix 8 list boxes, enter the prefix numbers as required.
5 To modify an existing prefix, select the prefix and change it to the appropriate value.
6 To delete an existing prefix, select the prefix and delete all of the digits.
Configuring CDR Report contents
To configure CDR Report contents
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
The report contents appear in the lower panel.
Table 3 Report contents
Option Description (default shown in bold)
Include DNIS Info Yes/No
Provides the number the caller dialed to reach the BCM 4.0 system.
You can enable or disable the DNIS Info parameter. This parameter applies
to the Norstar Record Format only. Do not change the default unless the
trunk supports this feature.
Include CLID with name Yes/No
Reports the CLID name of each call. You can enable or disable this
parameter at any time. This parameter applies to the Norstar Record Format
only. Do not change the default unless the trunk supports this feature.
Include CLID with call type Yes/No
Supports long distance or unknown call types. This parameter applies to the
Norstar Record Format only. Do not change the default unless the trunk
supports this feature.
Include long CLID Yes/No
Supports long CLID digit reporting. This parameter is market-specific. Do
not change the default unless the trunk supports this feature.
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Table 3 Report contents
Include call charge info Yes/No
Supports charges on calls. This parameter is market-specific. Do not
change the default unless the trunk supports this feature.
Use answer supervision Yes/No
Identifies the telephone number answering outgoing calls. This parameter is
market-specific. Do not change the default unless the trunk supports this
feature.
Display connection character Enable/Disable
Normally, CDR reports all the digits the user dialed to connect a call. The
digits can include digits responding to prompts from an Auto-attendant,
extension transfer or voice mail service. To distinguish between digits dialed
to connect the call and digits dialed after the call is connected, the system
inserts an “!” between the two sets of digits. (For Norstar report format only.)
You can enable or disable the display connection character parameter.
Suppress digits after connect
Maximum digits after connect
Enable/Disable
By default, CDR stores all digits dialed, even after the call has been
answered. This includes any personal information dialed, such as account
numbers, credit card numbers or PINs. You can use the Digit Suppression
feature to stop CDR from storing digits after the call has been answered.
To configure the Suppress digits feature, use the Suppress digits after
connect and Maximum digits after connect options. With Suppress digits
after connect you can enable or disable this feature. With Maximum digits
after connect you specify the maximum number of digits CDR stores.
How the Suppress digits operates:
• If Suppress digits after connect is disabled
CDR records all of the digits dialed.
Line Supervision and the Maximum digits after connect have no affect if
Suppress digits is disabled.
• If Suppress digits after connect is enabled and Line Supervision is
available on the line used
CDR records the telephone number dialed, but stops recording when
Line Supervision indicates the call is answered.
The Maximum digits after connect option has no affect if Line
Supervision is available on the line used.
• If Suppress Digits after connect is enabled and Line Supervision is
not available on the line used
CDR records the digits dialed until it reaches the number entered in the
Maximum digits after connect box. After this number of digits is
recorded, CDR stops recording digits.
In the Maximum digits after connect box, enter the maximum number of
digits that CDR stores, from 3 to 24. The default is 11.
Chapter 2 Configuring Call Detail Recording 19
Caution: Some of the Report Options are market-specific. If the parameter value does not
match the trunk property, CDR can produce incorrect reports. Changing the parameters
can affect some Suppress Digit parameters. If you use a Call Accounting package to
process reports, consult your software vendor before you make any changes.
Call Detail Recording System Administration Guide
20 Chapter 2 Configuring Call Detail Recording
Configuring Leading Digits Suppression
You can configure CDR so that personal identification numbers (PIN) that callers use to access
long-distance carriers are not recorded in CDR. Usually the long-distance caller dials the code of
their carrier (up to five digits), enters a PIN (0 to 16 digits), and then enters the long-distance
telephone number. Leading Digits Suppression provides security to long-distance callers by
preventing PINs being recorded in the reports.
You can define a maximum of five Leading Digit strings. The first digits that a caller dials are
compared to the Leading Digits. If there is a match, a number of digits are suppressed. (The
number of digits that are suppressed equals the number you select in the Suppress field for the
string). Only the code of the carrier and the remaining digits (excluding the PIN) are printed in the
output report.
To assign or change Suppress Digits
1 On the Task Navigation Panel, click the Configuration tab.
The Configuration folders appear.
2 Click the Telephony folder and click the Call Detail Recording task.
The Call Detail Recording panel appears with the Report Options tab displayed.
3 On the lower panel, in the Leading Digits Suppression table, in the Leading Digits box enter
the carrier code.
The carrier code can be up to five digits long, and is the number that users must dial to reach
their carrier. For example, users must dial 3421 to reach their long-distance carrier.
4 In the Suppress box, select the number of digits, up to a maximum of 16, that callers can have
in their PIN.
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Chapter 3
Configuring and managing CDR data
This section contains information on:
• Call Detail Recording (CDR) security
• CDR data management and configuration
Call Detail Recording security
CDR records can contain sensitive information, such as phone numbers between executives and
external companies, telephone banking passwords and PINs. These are some examples of data that
require protection from unauthorized access. With the introduction of network real-time access in
Call Detail Recording, the System Administrator must set up the system to allow authorized
access. If authorized access is not set up, the user cannot see the real-time records.
To set up CDR, you must log on to the BCM Element Manager with a user name and password
that is a member of the Admin Group. Once logged on, you can add members to the CDR User
Group. Only members of the CDR User Group can access the records. Members of other User
Groups, including the Admin User Group, cannot access the Call Detail Recording records.
21
Caution: To guard against unauthorized access to CDR records, you must add
only authorized users to the CDR User Group. In this configuration, the BCM
security protects all records against unauthorized access.
CDR User Group Administration
By default, the CDR User Group has no members. The System Administrator can add users to the
CDR User Group through Element Manager. The System Administrator can also modify user
access privileges or delete existing usernames from the group.
For information about how to add, delete and modify users and User Groups, refer to the BCM 4.0
Administration Guide (N0016868).
Call Detail Recording System Administration Guide
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