Mitel SX 200 DIGITAL Pabx General Descriptions Manual
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Station Message Detail Recording TABLE 3-3 (CONT’D) TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID) DTRX Call to a Wrong or invalid Number01234 5671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:00:03 1411 -DATA DTRX INVALiD NUMBER E 1412 On March 13th at 11:25, Extension 1411 called Extension 1412, which was an invalid number.The call lasted 3 seconds.DTRX Call Times Out After Being Established 012345671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-1311:250O:Ol:Ol1411DATADTRXINACTIVITY1412 -On March 13th at 11125, Extension 1411 called Extension 1412; the call timed out after one minute. DTRX Call Dropped When Dataset Unplugged 0. 123.41234567890123456789012345678901234567890567 12345678901234567890123456789012345678903-13 11:25 00:00:30 1411 DATA DTRX SET UNPLUGGED1412 -On March 13th at 11:25, Extension 1411 called Extension 1412.Extension1412 removed power from its dataset. The call lasted 30 seconds.IDTRX Ca I I Drops DTR 012 345671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:00:08 1411 DATA DTRX DTR DROPPED 1412 -On March 13th at 11:25, Extension 1411 called Extension 1412; Extension 1412 powered off its terminal and dropped DTR. The call lasted 8 seconds. Page 21
SECTION MITL9109-094-221 -NA TABLE 3-3 (CONT’D) TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID) Call Another Set and Press the ATlN Key 0123 45671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-1311:25 00:01:241411-On March 13th at 11:25, Extens terminated when extension 1411 and 24seconds.DATA DTRX ATTN BUTTCN1410ion 1411 called Extension 1410. The call was pressed the ATTN key.The call lasted 1 minute During a DTRX Call,the Calling Set Pressed the DISC Key 01 1234567890123403-13 11:25On March 13th Extension 1411 23456756789012345678901234567890123456789012345678901234567890123456789 00:01:24 1411 -DATA DTRX DISC BUTTON1410at 11:25, Extension 1411 called Extension 1410.During the call, pressed the DISC key.The call lasted 1 minute 24 seconds. During a DTRXCall, the Called Extension Disconnects 0123456703-13 11:25 00:01:24 1411DATA DTRX SET UNPLUGGED1410 -On March 13th at 11:25, Extension 1411 called Extension 1410; Extension 1410 has its digital line disconnected.During a DTRX Cal I,the Called Extension Presses the DlSC.Key> 0123456 71234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:01:24 1411DATA DTRX DISC BLJTTCN1410 -On March 13th at 11:25, Extension 1411 called Extension 1410; Extension 1410 pressed the DISC key.The call lasted 1 minute 24 seconds.Page 22
Station Message Detail Recording TABLE 3-3 (CONT’D) TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID) During a DTRX Cal I,the Called Extension Presses the BREAK Key012345671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-73 11:25 00:01:24 1411DATA DTRX BREAK DETECTED1410 -On March 13th at 11:25, Extension 1411 called Extension 1410; Extension 1410 pressed the BREAK key.The call lasted 1 minute 24 seconds. Outgoing DTRX Call Disconnected When the Far End Hung Up 012345671234567890123456789012345678901234567890123456789012345678901234567890123456789 +03-13 11:25 02:14:46 1410 -DATA DTRX MODEM HUNGUP898- EX”On March 13th at 11:25, Extension 1410 made an outgoing DTRX call. The far end modem hung up which then caused the pooled modem to also hang up. The call lasted 2 hours, 14 minutes, 46 seconds.There is a corresponding trunk record. Outgoing ADL Cal.ler Hangs Up Prematurely 012345671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:00:17 1410 -DATA ADLDIALER HANGUPS898 EX On March 13th at 11:25, Extension 1410 made an ADL call to an abbreviated dial number which was an outgoing number.Pooled modem 898 was selected from the default pool.Before the cal I was completed,the ADL originator hung up.Thecall I asted 17 seconds. Assoc iated Data Line Ca 01212345678901234567890123 I 4I Disconnected by Cal I ing Party 345675678901234567890123456789012345678901234567890123456789 03-13 11:25 00:01:24 1410 -DATA ADLADL DISCOMVECT1411On March 13th at 11:25, Extension 1410 made an ADL call to Extension 1411, and disconnected the call after 1 minute 24 seconds. Page 23
SECTION MITL9109-094-221 -NA TABLE 3-3 (CONT’D) TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID) Associated Data Line cl12 123456789012345678901Ca I I and Ca I led Party Presses ATTN Key 34567234567890123456789012345678901~345678901234567890123456789 03-13 11:25 00:01:24 1410DATA ADLATTNBUTTCN1411 -On March 13th at 11:25, Extension 1410 made an ADL call to Extension 1411; the call was teiminated when Extension 1411 pressed the ATTN key. The call lasted 1 minute 24 seconds. Associated.Data Line Call Dialed an Invalid Number 0123456 71234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 0O:OO:Ol 1410 -DATA ADLINVALID NUMBER E 1412On March 13th at 11:25, Extension 1410 dialed an invalid number; the system disconnected the call.The call lasted 1 second.Associated Data Line Call Camps On But Called Terminal Is Turned Off 0123456712345678901234567890123456789012345678901~3456789012345678901234567890123456789 03-13 11:25 00:01:24 1410DATA ADLANSWER: DTR LO1411 -On March 13th at 11:25, Extension 1410 camped a call onto extension 1411; Extension 1411 turned its terminal off.The camp-on lasted 1 minute 24 seconds. Associated Data Line Call and Called Party Unplugged Dataset Line 01 .234567 1234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:00:24 1410 On March 13th at 11:25, Extensi unplugged its dataset from theDATA ADL SET UNPLUGGED1411 -on 1410 called Extension 1411; Extension 1411 Digital Line Card.The call lasted 24 seconds:Page 24
Station Message Detail Recording TABLE 3-3 (CONT’D) TYPICAL DATA SMDR CALL RECORDS (EXCLUDING ACCOUNT CODES AND SYSTEM ID) Associated Data Line Call to Another Dataset, Then Dropped by Pressing Disconnect Button 012345671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:01:24 1410 -DATA ADLDISC BUTTON1411On March 13th at 11:25, Extension 1410 established a call with extension 1411; Extension 1410 presses its Disconnect Button to disconnect the call. The call lasted 1 minute 24 seconds.Associated Data Line Call - No Hangup After Pressing 012345671234567890123456789012345678901234567890123456789012345678901234567890123456789 03-13 11:25 00:00:22 1410 -DATA NILSETUP FAILURE1411On March 13th at 11:25, Extension 1410 made an ADL call to Extension 1411 but did not-hang up after pressing (Carriage Return). The call lasted 22 seconds.Page 25
SECTION MlTL9109-094-221 -NA Data Call Rixord Buffers 3.08 There are 128 buffers which are dedicated for DATA SMDR. DATA SMDR records can be directed to any IO port, indepen- dent of other directed IO, including trunk SMDR. The one error that can occur is a lack of available buffers, which occurs when records are being queued for printing while the printer is not printing. 3.09If the port to which the DATA SMDR records are directed is not guaranteed to print, and no DATA SMDR buffers are available, the oldest records are automatically overwritten, irrespective of the state of the “DATA SMDR - Overwrite Buffer” COS. 3.10If the port to which the DATA SMDR records are directed is guaranteed to print, and no DATA SMDR buffers are available, the state of the “DATA SMDR-Overwrite Buffer” COS will determine the action. If OVERWRITE is enabled in CDE, the oldest buffer in the queue will be overwritten; therefore, all calls are not guaranteed to be re- corded. If the OVERWRITE option is disabled, data calls will be barred, due to lack of resources, once the buffers are full. 3.11An external data call causes a DATA SMDR record and a trunk SMDR record to be printed. Page 26
Station Message Detail Recording 4. DETAILED DESCRIPTION -ACti TELEMARKETER REPORTING SYSTEM SMDR General 4.01A new SMDR record is created every time an ACD path is seized; at the completion of the call, the data is formatted and routed to an RS-232 output port. This record contains the details about how the call progressed through. the ACD path. This information is required by the ACD TELEMARKETER Reporting System. 4.02If the call is transferred to an ACD path, either by the Attendant or from another telephone, a second SMDR record is created. The first record is the usual incoming trunk SMDR record which shows the call being transferred to the ACD path. The second record contains the details about how the call progressed through the ACD path. 4.03If an ACD call interflows out of an ACD path without being answered, a second call record is created. 4.04Two System options must be enabled when SMDR reports are being prepared: System Option“Automatic Call Distribution” must be enabled; System Option “ACD Reports” must be enabled to generate the SMDR reports for the repotting system. System Option “ACD Reports” requires that System Option “Automatic Call Distribu- tion” also be enabled. Recorded Information 4.05Each ACD TELEMARKETER Reporting System SMDR call record occupies a single 85 character line; the information which may be included in a call record is as follows: Call Start time Calling party Called party Call duration Call completion status (e.g., called number busy) Long calls Time to answer incoming calls Conferences and transfers Second station in a transfer or a conference Attendant involvement in a call. 4.06The definition of the data and its position in the record is given in Table 4-l. The table has five columns: the first identifies the data; the second defines the data’s position within the record; the third indicates the format of the data; the fourth describes the data; and the fifth provides additional notes. 4.07A description of the call record fields detailed in Table 4-l is as follows: Long Call Indicator (2). This optional field contains a dash (-) for calls of duration 5 to 9 minutes 59 seconds, a percent symbol (%) for calls Page 27
SECTION MITL9109-094-221 -NA of duration 10 to 29 minutes 59 seconds, or a plus symbol (+) for calls of 30 or more minutes. This is useful when records are to be scanned manually. Date (mm/dd). The date is reported numerically as a 2-digit month followed by a 2-digit day separated by a (/) slash. The year is not reported. Start Time (hh:mmp). The start time of a call is reported in hours and minutes. System option “24 Hour Clock” determines whether a 12-houror 24-hour format is used. P indicates pm when 12 hour format is used. Duration of Call (hh:mm:ss). The call duration is reported in hours, minutes and seconds with leading zeroes being output (maximum time that can be recorded is 18 hours, 12 minutes, 15 seconds). Calling Party (pppp). This is the identity of the party that originated the call. If a 5-digit extension numbering plan is used, only the last four digits will be used by SMDR to identify the calling party. It is usually an incoming trunk, but may be a station or the Attendant. When the originating party is an incoming CO trunk, ‘Tnnn” appears on the record, where “nnn” is the number of the trunk. When the originating party is an incoming non-CO trunk, “Xnnn” appears in the record. Attendant (f). This l-digit field contains an asterisk (*) when a call is originated by or initially answered by the Attendant. This flag will not .appear when a call is transferred to-the Attendant. Time to Answer (ttt). This is the number of seconds from the time the call is presented to the ACD system until the call is answered. If the call is never answered, this field displays ***. It applies to incoming calls only. Leading zeroes are output and the field remains at 255 when more than 255 seconds are required. Digits Dialed on the Trunk (PXXXX Gl 01 02 03 Al or PXXXX 01 02 03 IYYYY). 01, 02, or 03 only appear if they are programmed and the call overflows to these groups. If the Inter-flow point is not an ACD path access code, only “I” appears after the third overflow group number. If the Interflow point is an ACD path, the “I” is followed by the 4-digit path access code. Called Party (qqqq). This is the party to whom the call is directed. It may be a station number, the Attendant or for outgoing calls, the number of the trunk. The format in which the called party is output is identical to that used for the calling party. See Calling Party (pppp). For incoming calls to the Attendant, the called party is recorded as the Attendant unless the Attendant transfers it to a station. For direct-in lines, it would be the station number. On outgoing calls handled by the Attendant, the called party would be the trunk number which the call went out on. If an Agent answers an incoming call, the Agent ID appears in this field. Page 28
Station Message Detail Recording Transfer/Conference Call (K). This field identifies calls that involve three or more parties. It contains a “T” for supervised transfers, “X” for unsupervised transfers (i.e., dead transfer or transfer into busy) and a “C” for 3-way conversations and conferences. Third Party (rrrr). The third party field contains the number of the station to which a trunk call has been transferred. When several trans- fers take place during a trunk call, the first party is the only one reported. The format is identical to that of the Calling Party (pppp). When a call is transferred to an ACD system, the ACD Path Access Code appears in this field. TABLE 4-l SUMMARY OF FIELDS IN SMDR RECORDS Name Long CallColumns FormatDefinitionNotes12.- = 5-9 minog =lo-29 min + = 30 or more min Date2-6 mm/ddmm = Month= 01-12 dd = Day zrn= 01-31 Spacer 7 Start Time8-13 hh:mmp hh = Hourshh= 00-23 mm= Minutes mm = 00-59 p = pm (12 hour format) Spacer 14Duration of call 75-22hh:mm:ss hh:mm:ss = duration inhh = 00-18, mm = 00-59, hours:minutes:seconds ss= 00-59 (maximum = 18.12.15)Spacer23 Calling Party24-27 PPPPcccc= Extension Numberc = O-9, *, # Tnnn = CO Trunk Numbernnn= 001-200 Xnnn = Non-CO Trunkm = O-9, *, # Number a= o-9, *, # mmmm = Attendant Console Directory Number aaaa = Agent ID. Number Spacer28 4ttendant29f* = Attendant Attendant answered or initiated the call, then transferred it to an extension. rime to answer 30-32 tttttt = time in secondsLeading zeroes output, (000-255) incoming calls only ***= Call unanswered Page 29
SECTION MITL9109-094-221 -NA TABLE 4-1 (CONT’D) SUMMARY OF FIELDS IN SMDR RECORDS NameColumns FormatDefinitionNotes Digits Dialed34-59 xxx...xIncoming ACD Calls:.Displays path of call in the on TrunkP = path identifierACD system (ACD path XXXX = ACD pathfollowed by agent group Gl =primary agent groupnumbers). number 01 = first overflow group number 02 = second overflow group number 03 = third overflow group number Al = agent group number that answered call I= call inter-flowed YYYY = ACD path number to which call inter-flowed Call Completion Called Party Transfer /Conference Call Spacer Third Party System Identifier (Optional)60 hA = Answer SupervisionOutgoing B = Called party busyIncoming Direct/Dial-in E = Caller ErrorIncoming Dial-in T = TAFAS Answe.redIncoming . R = Recall answeredIncoming N= Recall not answeredincoming 62-65 9999cccc= Extension Numberc = o-9, *, # Tnnn = Trunk Number (CO)nnn= 001-200 Xnnn= Trunk Numberm = O-9, *, # (Non-CO) a= o-9, *, # mmmm= Attendant P= o-9, *, # Console Directory Number aaaa = Agent ID Number PPPP= ACD Path Number 66 KT = Supervised Transfer X = Unsupervised Transfer C = 3-Way or Conference 67 68-7 1rrrrcccc= Extension Numberc = o-9, *, # Tnnn= CO Trunk Numbernnn = 001-200 Xnnn= Non-CO Trunkm = O-9, *, # Number a= o-9, *, # mmmm= Attendant P= o-9,-*, # aaaa = Agent ID Number PPPP= ACD Path Number 86-88 iiiEntered by System IDi = O-9 . . .III = 000-999 000 =“No Code entered” Page 30