AltiGen comm MAXCS 87 CDR Manual
Have a look at the manual AltiGen comm MAXCS 87 CDR Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 29 AltiGen comm manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Call Detail Reporting MAX Communication Server Release 8.0 September 29, 2015
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc., will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc., has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing. NOTICE While every effort has been made to ensure accuracy, AltiGen Communications, Inc., will not be liable for technical or editorial errors or omissions contained within the documentation. The information contained in this documentation is subject to change without notice. This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc., License Agreement. AltiGen Communications, Inc. 679 River Oaks Parkway San Jose, CA 95134 Telephone: 888-AltiGen (258-4436) Fax: 408-597-9020 E-mail: [email protected] Web site: www.altigen.com TRADEMARKS MAX Communication Server, MaxAdministrator, MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, AltiReport, and SuperQ are trademarks or registered trademarks of AltiGen Communications, Inc. All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers. Copyright © AltiGen Communications, Inc. 2015. All rights reserved.
CDR Manual i Contents CHAPTER 1 Installing CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 To install CDR Search on a Client Machine . . . . . . . . . . . . . . . . . . . . 2 Uninstalling CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 CHAPTER 2 CDR Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Real-Time Monitoring and the CDR Client . . . . . . . . . . . . . . . . . . . . . 5 The RTM Statistics Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Internal Database Configuration (Internal Logger Service) . . . . . . 7 External (Remote) Logging of Call Data . . . . . . . . . . . . . . . . . . . . . 8 Call Center Events and CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Past and Present CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Configuration Areas Affecting CDR Information . . . . . . . . . . . . . . . . 10 Multi-Project Naming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Wrapup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Ring No Answer Configurations and VM . . . . . . . . . . . . . . . . . . . 11 Login and Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Changing Time Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 CHAPTER 3 Using CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 CDR Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Group CDR Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Workgroup Statistics Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Summary (CDR Search and Group CDR Search) . . . . . . . . . . . . 26 Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
ii CDR Manual Statistics (WG Statistics) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Exporting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Printing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 CHAPTER 4 Data Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Common Features of ILS and ELS . . . . . . . . . . . . . . . . . . . . . . . . . 35 Differences between ILS and ELS . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Logger Service Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 External Logger Server Configuration Tool . . . . . . . . . . . . . . . . . . . 37 Configuration GUI for External Logger Server . . . . . . . . . . . . . . . 38 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 CHAPTER 5 Records and Data Schema . . . . . . . . . . . . . . . . . . . . . 41 Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 CDR Search / Group CDR Search Results: Summary Window . . 41 CDR Search / Group CDR Search Results: Detail Window . . . . . 42 Record Window for Call Info. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 WG Statistics Search Results: Agent Statistics Window . . . . . . . 45 Workgroup Statistics Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Data Schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Table: AGENTACTIVITY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Table: AGENTPERWGSUMMARY1 . . . . . . . . . . . . . . . . . . . . . . 53 Table: AGENTPERWGSUMMARY2 . . . . . . . . . . . . . . . . . . . . . . 54 Table: AGENTPERWGSUMMARY3 . . . . . . . . . . . . . . . . . . . . . . 55 Table: AGENTSUMMARY1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Table: AGENTSUMMARY2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Table: AGENTSUMMARY3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Table: AGENTSUMMARY4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Table: CDRMAIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Table: WGRTSUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Table: WGSUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Table: EXTINFORMATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Table: WGMEMBER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Table: WGCALLBACK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
CDR Manual iii CHAPTER 6 CDR / Workgroup CDR Search: Typical Searches . . 79 Example CDR Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Example Workgroup CDR Searches . . . . . . . . . . . . . . . . . . . . . . . . 81 Example Call Sequences and their Effect on CDR Records . . . . . . 82 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
CDR Manual 1 CHAPTER 1 Installing CDR Search CDR Search is a client application that lets you search a Call Detail Reporting database. You can install CDR Search on either the system server or on an administrator client desktop. CDR Search 8.0 works only with MAX Communication Server (MAXCS) ACM 8.05. Important:MAXCS client programs earlier than MAXCS 8.0 cannot be installed in the same computer running 8.0 clients. System Requirements The client system must meet the following minimum requirements. • IBM/PC AT compatible system •2 GHz CPU • Operating systems: • Windows 7 • Windows 8.1 • Windows 10 •1 GB available hard drive disk space •1 GB RAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and mouse • MAX Communication Server 8.0 running on a server accessible to t h i s client. Hardware Requirements • External database server should be at least Pentium 4, 1 GHz with 1 GB RAM. The following external CDR databases are supported: • Microsoft SQL Server 2008 R2
Pre-Installation Checklist 2 CDR Manual • Microsoft SQL Server 2008 Express • Microsft SQL Server 2012 SP1 Important:Refer to “Limitations” for a list of limitations for CDR Search. Pre-Installation Checklist Before installing CDR Search, make sure the following is done: • MAXCS 8.0 ACM has been installed on the system server. • TCP/IP is enabled on both machines. • The client is able to connect to the server on the network. • The person installing CDR Search has local administrator rights on the client system. To install CDR Search on a Client Machine 1. Log in to the client machine using a domain account and make sure it is connected to the network on which the system is running. 2. Exit all Windows applications. 3. On the MAXCS installation media, open the CDR > CDRSearch_Client folder. 4. Run Setup.exe. Follow the step-by-step installation instructions as they appear on the screen. Note:If CDR Search is running outside of a network and is used to query internal databases, ports 10025, 10027 and 10029 need to be opened. Uninstalling CDR Search 1. From the Windows Start menu, go to Control Panel > Add/Remove Programs. Select CDR Search 8.0 and click the Remove button. 2. Click Yes when asked if you want to uninstall the program.
Installing CDR Search CDR Manual 3 Downgrade Procedure 1. Go to Control Panel > Add/Remove Programs and remove the CDR Search 8.0 program and ALL OTHER 8.0 client applications (including MaxCommunicator, MaxAgent, MaxSupervisor, MaxOutlook, and AltiConsole). 2. Reboot your system. 3. Go to “:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. Note:The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system. 4. Install the prior CDR Search software.