Lucent Technologies CentreVu Call Management System Release 3 Version 8 External Call History Interface Manual

							CentreVuâ Call Management System
Release 3 Version 8
External Call History Interface
585-210-912
Comcode 108501784
Issue 1
December 1999 
						

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							Table of Contents
CentreVu®  Call Management System
Release 3 Version 8
External Call History Interface
   CentreVu® CMS R3V8 External Call History Interface
iii
Introduction  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   1
Overview     .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   1
Call Record File Format  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   2
Introduction     .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   2
Data Characteristics .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   2
File Name Format.    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   2
File Header .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   2
Call Record Header  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   3
Record Field Format .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   3
Sample Call Scenario and Corresponding Call Records  .    .    .    .   12
Setup Information  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   20
Introduction     .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   20
Customer Responsibilities     .    .    .    .    .    .    .    .    .    .    .    .    .   20
Installing the External Call History Interface Feature  .    .    .    .    .   20
Ports .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   21
Installation Procedure   .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   21
Turn ECHI On or Off  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   30
Assigning Ports on the Sun Computer.    .    .    .    .    .    .    .    .    .   33
Connecting the 
CentreVu CMS Computer to the Receiving 
Computer    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   37
Selecting and Setting Up the Receiving Computer .    .    .    .    .    .   38
Setting Up uucp Software on a
Windows Computer  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   40 
						

							   CentreVu® CMS R3V8 External Call History Interface
iv 
						

							   CentreVu® CMS R3V8 External Call History Interface
Introduction1
Introduction0
Overview0The External Call History Interface (ECHI) is an optional CentreVu® Call 
Management System (CMS) feature which allows you to transfer the 
CentreVu CMS Release 3 Version 8 (R3V8) call record files (call history 
data files) to another computer for processing.
This feature is especially useful for call centers with a high volume of 
calls. It allows a much higher volume of call record data to be processed 
and stored than can be processed and stored on the CMS computer.
If you are upgrading to CentreVu CMS R3V8, any applications 
associated with the ECHI may have to be rewritten because additional 
call record database items were added with R3V8 CMS. You need to 
make sure that the version field (which identifies the CMS version) is 
correct.
Space Allocation0You will need to allocate space on CentreVu CMS for call records to be 
buffered (in System Setup: Data Storage Allocation, up to 99,999 
segments in a buffer).
Call Record File Size0As calls are processed, call records are recorded in a file (one record per 
call segment) until the file size reaches 20 MB
 or the end of an interval is 
reached, whichever comes first. When this happens, the file of call record 
segments is transferred to another computer via uucp or the designated 
software (at speeds of up to 38,400 bps if the computers are close) or 
designated software.
A new file (and its first record) is then created as the first segment of the 
next call is processed.
Data File Format0This document describes the format of the external call history data files 
and what you must do to transfer these files to your computer.
You are responsible for the storage of and subsequent formatting, 
printing, and so forth, of the data transferred to your computer.
NOTE:
NOTE: 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format2
Call Record File Format0
Introduction0This section describes the format of the CentreVu CMS call record files 
that are transferred by the External Call History Interface.
Data 
Characteristics
0
Integers are stored with the least significant byte first and the most 
significant byte last.
Data items of type char are ASCII character strings of the length 
specified in the Length column of the table in “Record Field Format” on 
page 3 of this document. If a string is shorter than the specified amount, 
the unused characters are zeros. (At least one zero always follows the 
data in a character string.)
The following paragraphs explain how 
CentreVu CMS sends integers to 
the receiving computer. The receiving computer may have different 
descriptions for integers. Once your software has parsed and stored the 
data on the receiving computer, it may have been transformed to a 
different representation.
File Name Format0The call history files are named chrxxxx (chr followed by a 4-digit 
number) on the 
CentreVu CMS computer. The transfer process adds an 
extension of up to three digits so that the file name on the receiving 
computer is 
chrxxxx.x, chrxxxx.xx or chrxxxx.xxx.
File Header0Each call record file has the following header:
The VERSION field identifies the R3 CMS Version and the format of the 
call record file. Any data, as described in this document, is correct only 
for R3V8 software. Therefore, the VERSION field will contain a 5 for 
every header.VERSION (4-byte Integer)SEQUENCE_NUMBER (4-byte Integer) 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format3
The SEQUENCE _NUMBER field identifies a particular call record file so 
that duplicates can be recognized when retransmission has occurred. 
These files are sequential. The SEQUENCE_NUMBER restarts at zero 
when its 4-byte integer reaches its limit (when all bits are high [ones] in its 
binary equivalent).
Call Record 
Header 
0
An example of the information contained in a call record header follows. 
Least significant bytes are stored first and most significant bytes are 
stored last.
Record Field 
Format
0
The file header is followed by a file containing a variable number of fixed-
length records whose fields appear 
in the order shown in the Field 
column of the following table (these items are represented by their CMS 
database equivalents—ECHI does not use CMS database items). This 
table also explains the type (integer, bit, or ASCII characters) and length 
of each field and the meaning of the data contained in that field. The call 
record fields will be populated as “null” or “0” unless the field is 
measured. VERSION SEQUENCE_NUMBER 
Decimal 5
1
Binary 00000101 00000000 00000000 00000000 00000001 00000000 00000000 00000000
Field
(CMS Database 
Equivalent)Type Length Description
CALLIDinteger 4 bytes A unique number assigned to this call and all its call 
segments. For conferenced/transferred calls, two (or 
more) calls are tied together. When the entire call is 
recorded, one call ID is used to tie together all call 
segments. In “meet-me” conferences, this may result in a 
“later” segment of the call starting earlier than the first 
segment. Call IDs are not necessarily strictly sequential, 
but will be unique for calls over a day. 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format4
ACWTIMEinteger 4 bytes The time spent, in seconds, in After Call Work (ACW) 
associated with this call by the answering agent in this 
segment.
ANSHOLDTIMEinteger 4 bytes The total time, in seconds, the call was put on hold by the 
answering agent in this call segment. In agent-to-agent 
calls, ANSHOLDTIME is accrued for the answering agent 
if the agent puts the call on hold, but not for the other 
agent (who continues to accrue talk time).
For Generic 2.1 switches, hold time is accrued only for 
Automatic Call Distribution (ACD) calls.
For Generic 2.2 and Generic 3 switches, and 
DEFINITY 
Enterprise Communications Server (ECS) Release 5 and 
later, hold time is accrued for any type of call.
CONSULTTIMEinteger 4 bytes The time an agent talked on any outbound call while in 
AUX work, ACW, or in Other with a call on hold. This 
includes the time the originating agent spent talking to the 
destination party while establishing a conference or 
transferring a call. (This is the time between presses of the 
transfer or conference button.) It includes wait time if the 
agent is calling a Vector Directory Number (VDN) or 
split/skill extension, but the wait time can be subtracted 
out by subtracting the DISPTIME item from 
CONSULTTIME.
DISPTIMEinteger 4 bytes The wait time (in the vector, in queue, and ringing) until the 
disposition is recorded in DISPOSITION for the segment. 
For extension calls made directly to agents (not through a 
VDN), this will always be zero.
DURATIONinteger 4 bytes The total time the trunk was in use. This is the overall 
trunk holding time from the beginning of the call segment 
until the caller is disconnected. For the first segment of a 
call, this will be the trunk holding time for the caller for the 
entire call (from seized until idle). With a transfer, the 
original trunk remains associated with both call segments 
until the call ends. Field
(CMS Database 
Equivalent)Type Length Description