AltiGen comm MAXCS 87 CDR Manual

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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
Workgroup call data is captured from the real-time monitoring function of 
the MaxSupervisor client application and made available to a dedicated 
feature—the “WG Statistics” tab—in the CDR Search client. The 
difference between call detail recording (described immediately below) 
and the RTM records is that call detail recording tracks every individual 
call, from auto-attendant through disconnect, while RTM reporting takes 
“snapshots” of call center data at continuous intervals ranging from every 
15 minutes to every 24 hours. 
Such data contains statistics—counts, sums, totals, averages, and 
percentages—on items such as the number of calls in the workgroup’s 
queue, the amount of time callers waited in the queue, and the number of 
calls that were abandoned from the queue, during the searched time period. 
This data is stored in its own database, which is configured for backups, 
storage limits, and the granularity of your data (determined by the interval 
size) via settings in MaxAdmin.
The RTM Statistics Database
The RTM statistics database, called "rtmData.mdb," is installed 
automatically with MAXCS in a folder called "AltiDB," in any location the 
user chooses 
						

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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 their storage systems are different. 
•Call detail data can be logged to your local drive, to a remote server, 
and/or exported via a COMM port. 
•RTM data is always logged to your local drive.
Data logged to your local drive is stored in a directory called AltiDB, which 
is located by default on the root of the drive where MAXCS is installed. 
Files are stored in .mdb format. 
Backups, if you choose to make them, are created in a subdirectory called 
DBBackup, which in turn contains three subdirectories: MCDR for 
Advanced Call Data, RTMCALL for Call Data, and RTMDATA for 
RTM data. These three types of data have separate report screens in the 
CDR Search client, and are described in the CDR documentation. 
						

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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 Requirements”  for databases supported).
The database cannot be on the same server as the MAXCS system. A 
system integrator or database developer will need to write a custom query 
to extract data from the SQL database.
You can send reports from a number of different MAXCS systems to the 
same database.
Note:Before you enable external logging using this window, you need to 
set up and configure the database. It should be ready to receive the 
reports before you enable the export here.
Note:AltiGen does not provide any SQL backup and restore utility. We 
strongly recommend that you use SQL Backup and Maintenance 
utility to perform daily backup and maintenance jobs, and use a 
restore utility to restore the database. If you need to reconstruct the 
SQL server, run the External Logger Setup to create an empty 
calldb database before restore.  
						

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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 a c all. Queuing, 
if it happens, starts with the call leaving the auto attendant/ IVR, includes 
ring time of the agent phone, and  ends when an agent answers the phone. 
Disconnects (call abandons) can happen at any time during the p rocess. All 
of this activity is summarized  under talk time and wrap-up time. It is 
searchable via the “CDR” and “WG C DR” tabs of the CDR Search client.
Past and Present CDR
Database Schema. The CDR data schema has been redesigned and 
streamlined. If you have a repor ting package using past versions of 
AltiGen’s CDR or SMDR, the reporting package vendor will have t o 
rewrite the reporting program to work with the new schema.
Rate Tables. AltiWare 4.0 and higher, and MAXCS 6.0 and higher, do 
not support rate tables, unlike previous releases. This function must now be 
obtained by external applications  found in reporting tools. The CDR 
database has sufficient information to support rate and charge evaluation by 
external applications. 
						

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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 delivering 
basic call information out the RS232 serial port to external recording and 
reporting applications. While AltiGen has provided an SMDR interface, it 
has had many problems in terms of accuracy and consistency of 
information delivery. SMDR is not CDR. CDR is historical, and is a 
database containing call records. SMDR is a real time delivery of a subset 
of this information. We recommend that you use the new CDR, not the 
SMDR, for reporting and billing applications. No improvements or 
corrections have been made to SMDR.
Configuration Areas Affecting CDR Information
How calls are routed in outcall routing is reflected in the CDR record. The 
route names configured in MaxAdmin will appear in the route table name 
area of the records.
Multi-Project Naming
Each extension table entry in MaxAdmin has a field to identify the 
extension owner. If a name is placed in this field, that name will be used in 
the CDR record to represent the project or department associated with the 
particular extension.
Wrapup
Setting the wrapup time or supporting AltiX ActiveX controls can affect 
the level of CDR information. For example, using ActiveX for 
AltiLinkPlus, a client application can place wrapup data into the User 
Defined data field of the CDR record. This is useful if the user wants to 
correlate business information with call handling information; revenue 
achieved versus talktime by agent. A system integrator is required to use 
AltiGen’s AltiX ActiveX control. 
						

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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 records that will be recorded for this 
condition. Since MAXCS tracks all incoming calls from a trunk to an 
extension, this also applies to calls routed to regular extensions, not just 
workgroups.
Login and Logout
The CDR records database also supports a special record type. This record 
type records when agents login and logout from a workgroup. The 
information tells only when the action has taken place and which agent 
logged in and out. Therefore, a reporting program should always check to 
see if the record it is using or examining is for login/logout or for tracking 
the nature of a call. An agent login/logout record should have the agent’s 
extension number and PAD information.
Changing Time Settings
If an administrator changes the time setting in Windows, it will affect active 
calls’ CDR records. It may cause large, negative or zero talk time in CDR 
records. 
						

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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 t a b  o f  t h e  
MaxSupervisor client. To perform this search, you can log in as the 
administrator or as a workgroup supervisor.
Logging In
There are two ways to log in to CDR search:
Administrator login lets you perform all three types of searches described 
above. To log in as an administrator, your extension must be designated as 
the Manager Extension in MaxAdmin. See your system administrator for 
details. 
Workgroup supervisor login lets you run a Group CDR search or a WG 
Statistics search. To log in as a workgroup supervisor, the option-pack 
license must be installed on the server. For information on obtaining a 
license, contact your authorized AltiGen dealer.
Before you log in
When you log in for the first time, you need to know either the IP address 
or the name of the server you’ll be linking to. (If you use the server name 
rather than the IP address, CDR Search replaces the name with the IP 
address the next time you log in.)
To obtain the IP address, ask your system administrator. 
Note:If you are connecting to the Internet through a modem, establish a 
connection from your computer to your ISP before you log in to 
CDR search. 
						

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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 24 hours (depending on the 
MaxAdmin setting).
4. Select  Administrato
 r login  and click  OK.
5. In the  CD
 R Server  dialog box, select the dat abase containing the data 
you want to access, then click  Select.