AltiGen comm MAXCS 87 CDR Manual

CDR Manual 5
CHAPTER 2 
CDR Overview
AltiGen’s Call Detail Recording (CDR) solutions include data creating, 
recording, collecting, and reporting. While CDR can be used for individual 
and departmental billing, timecards, and market analysis, this manual 
places special emphasis on CDR’s use for call center applications. The data 
schema are designed to provide information for PBX, call center, billing, 
multi-project, and performance tracking information.
Real-Time Monitoring and the CDR Client...

Real-Time Monitoring and the CDR Client
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You can set up call reporting if MAXCS and MaxAdmin are installed on 
the same server. 
In MAXCS, call reporting distinguishes between call detail data, which 
records every call made to, out of, and within the MAXCS system, and 
RTM data, which is workgroup-related statistical data captured from the 
real-time monitoring function used in the MaxSupervisor client 
application. Both types of data can be set up for call reporting, or logging, 
although...

CDR Overview
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To set up and use call reports, in MaxAd ministrator select System > 
System Configuration , then click the Call Reports tab. 
When R T M  D a t a  -  M D B  is selected, the Config button opens a dialog box 
where the user can enable an d configure these records.
Internal Database Config uration (Internal Logger 
Service)
To set up and enable CDR collect ion to the local drive, click the Add  
button. 

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Add a Name and IP Address for the Internal Log Service, then click OK.
In the Internal Database Configuration section, select the Active 
database retaining period in months. Check the Archive purged 
record(s) field and select the number of months per archive file if you wish 
to archive purged Internal Logger Service records.
External (Remote) Logging of Call Data
MAXCS allows you to output call accounting to a Microsoft SQL database 
(see “Hardware...

CDR Overview
CDR Manual  9
To set up and enable RTM data collection to the local drive, click the  Add 
button. 
Add a  Name and IP  Address  for the External Log Service, then click  OK.
Call Center Events and CDR
In call detail recording, every individual  call is tracked from its start time 
to its end time. An incoming trunk  call, for instance, starts with auto-
attendant answer. The auto atte ndant/IVR offers the caller spec ific routing 
choices, and/or collects information to intelligently route...

Configuration Areas Affecting CDR Information
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Migration. If you are upgrading from OE 4.5 or earlier, you will not be 
provided with any conversion tool for CDR records stored under OE 4.5 or 
prior releases.
Extension-to-Extension Call Reporting. CDR Search includes 
records for internal calls between extensions, and from internal extensions 
to workgroups. This is in addition to information on incoming and outgoing 
trunk calls.
SMDR Cautions. SMDR is a Mitel-defined data schema for...

CDR Overview
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Ring No Answer Configurations and VM
Agents sign on to workgroups and answer calls. On occasion, an agent 
might be signed on but walk away from their station. Under these 
conditions, MaxAdmin allows the administrator to define what MAXCS 
should do if it encounters a Ring No Answer condition on a phone. 
For example, the call can be sent to voice mail, to another agent, back to 
queue, or to auto attendant/IVR. How this configuration is set up 
determines the types of CDR...

Configuration Areas Affecting CDR Information
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CHAPTER 3 
Using CDR Search
CDR client offers three ways to search call records.
•CDR Search lets you define a search by the type of call, incoming or 
outgoing. To perform this search, you must log in as the administrator.
•Group CDR lets you specify a search by workgroup. To perform this 
search, you can log in as the administrator or as a workgroup 
supervisor.
•WG Statistics lets you search workgroup call data captured from the 
real-time monitoring functions in the Workgroup Statistics...

Logging In
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Logging in - Admi nistrator Login
1. From the Windows  Start menu, select  Programs > CDR Search > 
CDR Search 8.0 . 
2. Enter the IP address or name of the  Server.
3. Enter your  Extension an
 d Password . 
Check the  Sa
 ve password check box to store your login password for 
the next time you access CDR Search.
Note: AltiServ maintains a
  counter for each extension t o track login 
failures. Up to 8 login attempts  are allowed, after which login 
will be disabled from 1 to...