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Avaya BCM 4.0 Call Detail Recording System User's Manual

1. Delete files after transfer Applies only to Push Select whether CDR data files are deleted from the system after the files are successfully transferred to the central server Select the check box to delete the files after they are successfully sent or clear the check box to leave the files on the system The default is not to delete the files check box cleared Call Detail Recording System Administration Guide 36 Chapter 3 Configuring and managing CDR data Table 5 Data File Transfer settings Setting Description Transfer time Applies only to Push Select the time of day when CDR files are transferred to the central server Enter the time in hours and minutes according to the 24 hour clock 00 00 to 23 59 The default for this parameter is 00 00 midnight Note Transfer time is based on the local time of the BCM 4 0 not the time at the central server Transfer Day Day of Week Day of Month Only one of the following three fields appears on the screen Applies only to Push Appears if you select Push Daily as the Transfer Type This is a read only field that always displays Daily Appears if you select Push Weekly as the Transfer Type Specify the day of the week when the transfer occurs You can select Monday Tuesday Wednesday Thursday Friday Saturday or Sunday The default for this parameter is Monday Appears if you select Push Monthly as the Transfer Type Specify
2. Note CDR reports CLID information only for lines that are capable of delivering CLID Ed Your BCM 4 0 must have delivery of CLID information enabled Norstar report field definitions Calling number The first line after the header line is the calling number which can have a maximum of 11 characters If the calling number information is incomplete one of the following messages appears e Ifthe number is truncated a forward slash precedes the digits received e Ifa partial CLID number is received x follows the digits received e If the number field does not receive data UNKNOWN appears Name The second line is the name which can have a maximum of 15 characters If the name field does not receive data UNKNOWN appears N0060599 Chapter 4 Call Detail Recording reports 47 Call type The third line is the call type This line appears if the call is a long distance call If the call type field does not receive data UNKNOWN appears Figure 18 Incoming call with CLID 04 04 99 1112701 LINE 0013 STN 7465 CALLING NUMBER 4032919123 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 19 Call with CLID not answered An abandoned not answered incoming call with CLID 04 04 99 20 30 00 LINE 0035 CALLING NUMBER 4032919123 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER
3. 2 date the call originated 3 time the call originated 4 line used 5 line or station using line from 4th field Line descriptions The Norstar standard and CLID reports can have three four or five fields The date and time reflect the date and time the call started For incoming calls the start time is when the call is answered For outgoing calls it is the time the line is seized The LINE field is fixed at four digits The STN directory number DN ranges from two to seven digits in length For outgoing tandem calls both the fourth and the fifth fields are LINE N0060599 Chapter 4 Call Detail Recording reports 57 Figure 41 Start header line The header line indicates the start of a call report or the continuation of a call report after a transfer a MM DD YY HH MM SS LINE XXXX STN XXXXXX Figure 42 Restart line The restart line follows the header line when CDR or the BCM 4 0 server restarts RECORD RESTART Figure 43 Call ringing line The line following the header line with all five fields or after the CLID Information The time in the header line shows when the call was answered This time minus the ringing duration the third field shows when the call started ringing Call Detail Recording reports calls based on events change of call states e First field time the associated event occurred The time is an offset from the start time of the call indicated in the header e Se
4. Call Detail Recording System Administration Guide BCM 4 0 Business Communications Manager Document Status Standard Document Version 02 Part Code N0060599 Date June 2006 NORTEL Copyright 2006 Nortel Networks All Rights Reserved All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks All other trademarks and registered trademarks are the property of their respective owners Task list 3 Task list TDG PIU Repol ODIONS dence osc ecaee dicate fee ecadcaeis dicraaseatapenseeduaciannetncaralavranicsastandies 11 WS Se the SLI repot ass dt estan dat padee a saehancens ance idee kaldnsdrpbic lent EEE 13 TOassion Norstar repont BY Pe eeccsceasscermoserscczenieessccamenenseceasivensiecmenareccenueessdcenmvenveccawvensues 14 WR BSSION Me Date PA sacs saci aina aE aaa E ARE Oa 14 Toassign ihe Header FONA iraa aaa 15 Toassigni tne Report LRG atest re neck cacceantensscnandet saceninesnccuetunssateadamesinicbeutens ichdenes sate 15 TO assign Repor PRG S ccs
5. Click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed Use the tables in the Report Options tab to configure your report options Specify your report format and contents and the filters you want to use Call Detail Recording System Administration Guide 12 Chapter 2 Configuring Call Detail Recording Figure 1 The Report Options page Configuration Administration Call Detail Recording FO System kz T Administrator Access Report Options Data File Transter Resources EH Telephony Report Format pac System DNs P Lines Date format muppavy Y Header format Line Station X Loops i Scheduled Services FHI Dialing Plan T a HA Global Settings Format Norstar Reporttype an Language English i Ring Groups WEEEMA Jor Call Security yea il Prefix Fitter Hospitality Fitertype fan hd Hunt Groups Report only calls with the following prefixes call Detail Recording fee M T Data Services ji Applications Minimum call duration 2 lo Hospitality records J Report Contents Include DNIS info Jy Use answer supervision J Include CLID with name J Display connection character Disable Y Include CLID with calltype 7 Suppress digits after connect Disable eri Include lona CLID Maximum digits after connect Table 1 Report Options Leading Digits Suppression Para
6. Getting started This section contains information on the following topics About this guide on page 7 Symbols and conventions used in this guide on page 8 Symbols and conventions used in this guide on page 8 Related publications on page 9 How to get Help on page 10 About this guide This guide tells a System Administrator how to configure the Call Detail Recording CDR application generate reports and install and use the CDR Pull Client and CDR Livestream System Administrator role The System Administrator performs the initial and ongoing administration tasks Your tasks include administering CDR determining Account codes used as references for tracking telephone calls interpreting reports A Warning SECURITY ALERT CDR records the date and time of calls digits dialed incoming call information and time elapsed This can include sensitive and personal information such as telephone banking numbers credit card numbers and personal identification numbers Digits dialed are not maintained as confidential As System Administrator it is solely your responsibility to advise users that their telephone dialing information can be monitored and recorded Further LAN based access to call records passive or real time demands a greater emphasis on call record security Limitations and security arrangements can vary depending on the network environment and how a customer administers and l
7. restart line 56 start header line 56 unanswered call line 56 lines physical 50 target 50 livestream Call Detail Recoding accessing 38 Call Detail Recording accessing 38 using 38 long distance prefix filter Call Detail Recording 17 managing Call Detail Recording data 21 N Norstar 41 Call Detail Recording reports 41 real time reports letter codes 48 options 48 Norstar CLID reports field definitions calltype 47 calling number 46 name 46 Norstar field report definintions calling number 46 calltype 46 name 46 Norstar report format Call Detail Recording 13 report types 45 Norstar report formats CLID Bearer Capability 51 Norstar reports Call Detail Recording all reports 45 CLID reports 45 46 real time reports 45 47 standard reports 45 CLID field definitions 55 descriptions CLID 56 standard 56 line descriptions account code line 58 busy line 57 call ringing line 56 call transfer from line 58 call transfer line 58 CLID 56 CLID information 59 conference end line 57 conference start line 57 digits dialed line 58 end call line 58 external call forward 59 hold line 57 invalid password line 58 last line 58 off hold line 57 outgoing line 56 password 58 physical line 58 restart line 56 room status 59 start header line 56 unanswered call line 56 standard field definitions 55 line descriptions 56 Norstar Standard reports Call Detail Recording incoming call 46 outgoing call 46 Norstar Ta
8. 00 DN0285 T181000 07 19 17 43 00 00 02 888 Norstar reports Use Norstar reports when the you assign the CDR output to a call accounting package that supports the Norstar report format Norstar report types CDR supports four Norstar report types e Norstar Standard reports e Norstar CLID reports e Norstar Real time report e Norstar All report Call Detail Recording System Administration Guide 46 Chapter 4 Call Detail Recording reports Norstar Standard reports Norstar Standard reports start with a header line that contains the date MM DD YY time HH MM SS and LINE and STN fields The reports have at least one event line showing an event and time stamp Figure 16 Outgoing call An outgoing call in Standard format Soo 04 04 99 11 39 43 LINE 0003 STN 7425 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 00 37 ACCOUNT CODE 87 00 12 59 CALL RELEASED Figure 17 Incoming call An incoming call in Standard format annj 04 04 99 12 00 01 LINE 0083 STN 7726 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Norstar CLID reports With this option CLID information received from the BCM 4 0 server for an incoming call appears between the report header and the event lines There is one occurrence of CLID information per call CLID information does not appear in the report if CLID information is not available
9. 38 assigning date format 14 header format 14 prefix filters 18 report filters 15 report language 15 assigning report formats Norstar 13 SL 1 13 auto attendant set numbers 49 Auto Attendant station set numbers 49 automated attendants 53 busy Norstar Direct Inward Dial 50 Norstar reports 50 Norstar Target line busy 51 Busy reports Direct Inward Dial 50 Target Line 50 C call center set numbers 49 Call Center station set numbers 49 call connected digit separator 53 Call Detail Recording 18 45 Ad Hoc Multiparty Conferencing Feature 43 AOCE advice of charges at end of call 44 assigning prefix filters 18 assigning report filters 15 Auto Attendant station set numbers 44 call record security 7 client 38 configuring 11 prefix filters 17 Report Options 11 configuring data 21 configuring leading digits suppression assigning Suppress Digits 20 changing Suppress Digits 20 configuring report contents Element Manger 18 Contact Center station set numbers 44 data files 11 date format assigning 14 designating feature codes 16 feature codes 16 account code 17 account code list 17 features Ad Hoc Multiparty Conferencing 43 header format 14 livestream accessing 38 managing data 21 Norstar assigning areport format 13 Norstar CLID reports field definitions 46 Norstar report types allreports 45 CLID reports 45 real time reports 45 standard reports 45 Norstar reports CLID 46 standard reports 46 Ca
10. DT 030298 155200 0022 7169 4037692000 UNKNOWN DR Ssasces 03 02 98 15 49 20 LINE 0022 STN 7101 CALLING NUMBER 4037692000 NAME UNKNOWN LONG DISTANCE DNIS NUMBER 8002349876 BC SPEECH 00 00 00 INCOMING CALL RINGING 0 15 00 00 20 HOLD 00 00 25 TRANSFERRED ea aon 03 02 98 15 50 00 LINE 0022 STN 7169 00 00 00 FROM TRANSFER 00 00 00 UNHOLD 00 02 00 CALL RELEASED Auto Attendant and Call Center station set numbers If the Auto Attendant answers incoming calls the station set number appears as the DN of the Auto Attendant If Call Center answers incoming calls the station set number appears as the Control DN CDN of the Skillset that answered the call Standard Hospitality record format The Hospitality record shows four states of room occupancy vacant basic mid and full Room number lengths can be from one to five digits Figure 25 Room status vacant A Standard Hospitality record with room 12345 status set as vacant JoSoea ss 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Call Detail Recording System Administration Guide 50 Chapter 4 Call Detail Recording reports Figure 26 Room status basic A Standard Hospitality record with room 732 status set as basic ol she tang ical 23 01 98 23 49 00 STN 732 HOSPITALITY BASIC Figure 27 Room status mid A Standard Hospitality record with room 73 status set to mid 23 01 98 23 49 00 STN 73 HOSPITALITY M
11. User Profiles refer to the BCM4 0 Programming Operations Guide N0060599 Chapter 3 Configuring and managing CDR data 31 5 Inthe Password field type the password for the User Profile you are using Note The password you must enter in the Password box is the password you assigned to the user profile that you created For more information about creating passwords refer to the BCM 4 0 Administration Guide N0016868 6 Click Add The name of the Business Communications Manager system appears on the BCM Name list Modifying a system on the BCM List file To change the connection information for a BCM 4 0 system on the BCM List file 1 Inthe BCM Names list click on the name of the BCM 4 0 system you want to change 2 Make the required changes in the Name IP Address User ID and Password fields 3 Click Update Deleting a system from the BCM List file To remove a BCM 4 0 system from the BCM List file 1 Inthe BCM Names list click on the name of the BCM 4 0 system you want to delete 2 Click Remove Scheduling a Pull Transfer After you have selected the BCM List file and added BCM 4 0 systems to the file you can schedule a time and date for the CDR Pull Client to perform the Pull Transfer Adding a scheduled Pull Transfer Scheduling a Pull Transfer includes e selecting the BCM 4 0 system e selecting the time and date e selecting a location to store the Call Detail Recording data files Call Detail R
12. data files to a central server The advantage of the Push Transfer is that you configure the data transfer parameters on the Element Manager No additional applications are required You can use the Push Transfer to send Call Detail Recording data files from any number of BCM 4 0 systems but it is most beneficial when you are transferring from a smaller number of systems Security note The Data File Pull Transfer uses a secure SSL interface to transfer the Call Detail Recording data files The Data File Push Transfer does not use a secure interface to transfer the Call Detail Recording data files N0060599 Chapter 3 Configuring and managing CDR data 25 Real time data You use real time data to view CDR records as they are created on the BCM The CDR Livestream is an application that you can use to monitor real time call activity from a PC Download the CDR Livestream to a PC and connect to a BCM to view and print real time call activity Note The CDR Livestream program is a sample application only It allows you to test the CDR real time capability of the BCM A developer s toolkit is available to build a CDR real time application to meet your specific needs Refer to the Nortel Developer Partner Program for details on the BCM CDR toolkit or check with your CDR application vendor for availability of this functionality in their software Features of Data File Transfer CDR data file transfer has the following featur
13. pull all the transfer settings are unavailable During a pull transfer the BCM is waiting for the central client to pull all the current CDR information from it It pulls all of the files since the last time you did a pull request You must set the Data Transfer type to Pull on every BCM 4 0 system from which the client PC will pull information To set Data Transfer type to Pull 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed Click the Data File Transfer tab In the Transfer Settings box from the TransferType list select Pull The Data File Transfer screen changes to display the current Call Detail Recording Pull statistics Note To reset the Call Detail Recording Pull statistics click the Reset Statistics button Call Detail Recording System Administration Guide 28 Chapter 3 Configuring and managing CDR data To install the CDR Pull Client 1 2 Exit any Windows programs that are running Start a browser session and connect to the BCM web page The BCM Login dialog box appears Note Your system administrator provides the correct URL for the BCM web page Enter your username and password and click OK The Welcome to BCM page appears Click the Administrator Applications link The Administrator Applications page a
14. reports are in the form of one or two lines in ASCII characters This section describes the SL 1 reports and explains how to interpret them SL 1 report types The CDR supports two different SL 1 report types e SL 1 Standard reports e SL 1 CLID reports The SL 1 Calling Line Identification CLID format is similar to the SL 1 Standard format with the addition of CLID information For lines that do not support CLID or when the BCM server does not deliver CLID information calls report in an SL 1 Standard format SL 1 report field definitions Table 6 and Table 7 show summaries of field definitions for SL 1 reports line 1 and line 2 Table 6 Field definitions for line 1 Column Name Format Definition 1 RecType Y report type 2 Blank N A Blank space 3 5 RecNo XXX report sequence number 6 Blank N A Blank space 7 8 CustNo 00 Customer number 9 Blank N A Blank space 10 16 OrigID TXXXXXX Line number DNXXX STN number CF00001 Conference number 17 Blank N A Blank space Call Detail Recording System Administration Guide 42 Chapter 4 Call Detail Recording reports Table 6 Field definitions for line 1 Column Name Format Definition 18 24 TerlD TXXXXXX Line number DNXXXX STN number 25 37 Blank N A Blank space 38 48 TimeStamp MM DD HH MM Time stamp 49 Blank N A Blank space 50 57 Duration HH MM SS Call duration 58 Blank N A Blank spa
15. the central server configuration you must grant FTP writing permission at this location for the username you entered in the Remote User box and the password you entered in the Remote Password box The destination FTP alias can be a maximum of 47 characters Note If you leave the Destination FTP Alias box blank CDR files are transferred to the FTP home directory for that particular user ID Number of Retries Applies only to Push Enter the number of times from 0 10 that the system tries to send CDR information to the central server if a data file transfer fails The default is 0 If you enter 0 the system does not attempt to resend the data Compress files before transfer Applies only to Push Select whether CDR data files are compressed into a zip file before they are transferred to the central server The name of the zip file created is BCM machine name year 4 digits month 2 digits day 2 digits hour 2 digits minute 2 digits second 2 digits zip For example SouthBCM20010915084522 zip Select the check box to compress the files into a zip file or leave the check box clear to send the files uncompressed The default is to not to compress the files check box not selected Include Metrics File Applies only to Push Select this check box to ensure that Hunt Group hourly statistics and metrics files are included with the CDR data files when they are transferred to the central server
16. the day of the month when the transfer occurs from 1 31 The default is 1 Note If you select 29 30 or 31 CDR files are not sent on some months if the months do not contain these dates For example the month of February never has 30 or 31 days If you want the files sent at the end of every month use the default values for Transfer Time 00 00 and Day of Month 1 Note If you are transferring Call Detail Recording files from several BCM systems to a single central server Nortel Networks recommends that you stagger the time of the transfers so that the central server is not overloaded with too many requests Transferring Call Detail Recording information immediately When you select the Push Now option CDR ignores any time settings for reports and sends the CDR information immediately Note The Transfer immediately option uses the Push method of Data File Transfer To transfer the Call Detail Recording information immediately 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed 3 Click the Data File Transfer tab N0060599 Chapter 3 Configuring and managing CDR data 37 4 Set the parameters on the Data File Transfer page to specify the server to which CDR information is sent For information about the parameters o
17. 52 from station set 7425 N 027 00 DN7425 1052000 04 04 14 03 00 01 32 5551212 Figure 4 Incoming call on line 47 to station set 2221 N 028 00 T047000 DN2221 04 04 14 22 00 12 04 Figure 5 Call transfer An outgoing call on line 38 from station set 7447 and transferred to station set 2221 S 029 00 DN7447 T038000 04 04 15 02 8761344 X 030 00 T038000 DN2221 04 04 15 03 E 031 00 T038000 DN2221 04 04 15 07 Figure 6 Conference call A two line conference call with two outgoing calls S 000 01 DN6545 T038000 04 04 12 23 9369552 E 001 01 CF0001 1T038000 04 04 12 27 S 002 01 DN6789 T047000 04 04 12 23 8082635 E 003 01 CFO001 1047000 04 04 12 27 Ad Hoc Multiparty Conferencing feature In SL 1 format the Ad hoc multiparty conferencing feature tracks a multiparty conference as a Start S Transfer X End E record sequence where the destination of the transfer is the conference server for external parties only The End record indicates the conference server as the originating identifier A set of SL 1 records involving at least four parties in a conference displays any external party involved in the conference call regardless of the number of internal parties All conference call participants both internal and external produce a Start S Transfer X and End E record SL 1 CLID reports The SL 1 CLID report has two lines The CLID information if available appears in the third character
18. DR Pull Client you need at least one BCM List file If you have many BCM systems from which you are collecting Call Detail Recording information it is beneficial to have more than one BCM List file By using several BCM List files you can organize a large number of systems into several smaller lists that are easier to manage Since you require a BCM List file you must either create or select a BCM List file before you can perform any other function using CDR Pull Client For information about how to create or select a BCM List file refer to the following e Creating a BCM List file e Selecting a BCM List file Creating a BCM List file The first time you run the CDR Pull Client you must create a BCM List file You also create a BCM List file when you want to add another BCM List file To create a BCM List file 1 Click Browse Navigate to the folder where you want to store the BCM List file In the File name field type the name you want to use for the BCM List file The BCM List file is in ASCII text format so the file name should use the txt extension for example BCM_WEST txt 4 Click Open Call Detail Recording System Administration Guide 30 Chapter 3 Configuring and managing CDR data Selecting a BCM List file When you start the CDR Pull Client you must select a BCM List file before you can continue To select the BCM List file 1 Click Browse 2 Navigate to the folder that contains the BCM Lis
19. E 0 000 cee eee 44 NOS EROS c5u peep ar ered noe y eed OEE EEE ETERS eRe E aE ee HERE 45 Norstar repon ee errira ca ee See Cee ane eek ead wale daa 45 Norstar Standard epons oo cass eehesaein bees miota kakt Aari e 46 PlotetarGlLiDiepore och ike icc y ween bees kas Kehna heeiee ret 46 Norstar Real Ume report cc6acesnens eet se oee ee eade a tkis reek wR eb Rad 47 Norstar AI epo ecs c cc ctce sedate eer seeker done s been Seder an oats 49 Auto Attendant and Call Center station set numbers 20000 49 Standard Hospitality record format 0200 e eee 49 Target lineiphysical lines s reei erevandar tGaG ideii akeni weeds 50 EU ee carinii oe ttt orem ome he ea el Ne eae Laud gee aes 50 Beater Capability ala cccscascuce iacdcandeeed ede eneewa Ses pe RO eaeRes 51 PRI calbbycal Seite 6c cceiovcea sect cee ereede cesarean eeans eeeEAs 51 I NG P CONS S55 se Noh dade are See Sank baie me we eR at eh eee 52 Dialed number identification service 0 cee ee 52 Call connected digit separator 1 0 0 53 Extemal call QnvardinG s lt 400 scen seed os bere aken a phEeaewd SRR SD Wad 53 Ad hoc multiparty conference calls 0 00 cee eee 54 Norstar report field definitions cc cured rise awe Seeker Sh eeone kisa raaa 55 Real time Hospitality record format s caer eee ak ne a iee ee See eRe Ow Rw 60 Advice of charges at end of call 2 2 20 c ccc eee ee cee teen eens 61 N0060599 Chapter 1
20. EECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00 01 35 CALL RELEASED te i 01 01 98 01 38 00 LINE 0023 STN 223 BC SPEECH PRI SERVICE PUBLIC 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 00 01 35 CALL RELEASED Note BCM 4 0 supports PRI only with the necessary hardware installation and the PRI trunks configuration to deliver PRI call by call service information Voice over IP calls Calls both incoming and outgoing that use Voice over IP VoIP appear in the CLID report Figure 34 Incoming call with VoIP Soe osSs 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH VOIP CALL 00 00 00 NO ANSWER RINGING 0 02 Dialed number identification service Certain trunk types support the delivery of Dialed Number Identification Service DNIS CDR supports the reporting of DNIS as part of the CLID call reports Both the Norstar CLID and Norstar Real time format support DNIS reporting N0060599 Chapter 4 Call Detail Recording reports 53 Figure 35 Incoming call with DNIS je 2Sa 01 01 99 01 38 00 LINE 0001 STN 221 CALLING NUMBER 6135551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 9772210 BC SPEECH PRI SERVICE TIE 0 00 00 00 INCOMING CALL RINGING 0 00 00 01 35 CALL RELEASED Note BCM 4 0 support DNIS only with the necessary hardware installation and trunk configuration to deliver DNIS information Call connected d
21. HES 23 01 98 23 49 00 STN 12345 HOSPITALITY VACANT Call Detail Recording System Administration Guide 60 Chapter 4 Call Detail Recording reports Figure 60 Sample external call forward The line that appears if a call is externally forwarded This line shows the extension that is responsible for the external call forward EXT CALL FWD STN 221 REASON CFAC Norstar Real time record description Table 10 Real time record The Real time record is one line long beginning with an asterisk to differentiate it from other Norstar records This record contains eight fields Field Description Date In MMDDYY format The month day or year are preceded by a leading 0 to keep the field length fixed For example 010501 is January 5 2001 Time In HHMMSS format There are no separators between hour minute and second Line number Station set number Line number associated with call Fixed at four digits and can have leading zeros For example 0019 is line 19 As the Real time Hospitality record does not use the third field it does not contain any characters and appears blank Station set number associated with call Station set numbers range from 2 7 digits If the number is less than seven digits there are no leading zeros because this field is not fixed In the Real time Hospitality record this field shows the room number Room numbers range from 1 5 digits CLID number Shows
22. ID Figure 28 Room status full A Standard Hospitality record with room 7 status set to full Sreeeees 23 01 98 23 49 00 STN 7 HOSPITALITY FULL Target line physical lines If you use target lines on digital trunks the Call Detail Recording reports show both the target line and the physical line number Figure 29 Target line and physical line An incoming call on a target line The target line number is 101 and the physical line number is 38 Station 7468 answers the call Se Serer S 12 12 97 12 00 01 LINE 0101 STN 7468 00 00 00 INCOMING CALL LINE 0038 00 28 33 CALL RELEASED Busy reports CDR produces two types of busy reports e Direct Inward Dial e Target Line Direct Inward Dial busy A call rings busy when the digital line is set up as a Direct Inward Dial DID line that requires receive digits to route the call through the BCM 4 0 server via a target line If all target line destinations are busy the unit returns a busy signal instead of routing the call to the prime station set CDR produces a busy report N0060599 Chapter 4 Call Detail Recording reports 51 Figure 30 Busy call with DID 03 02 99 15 09 32 LINE 0235 00 00 00 BUSY LINE 0035 Target line busy A call rings busy when a target line is involved with a call and a second incoming call tries to use the same line CDR produces a busy report but does not include the target line infor
23. KNOWN DNIS NUMBER 4032652300 PRI SERVICE PUBLIC PRI SERVICE PRIVATE PRI SERVICE TIE PRI SERVICE FX PRI SERVICE OUTWATS PRI SERVICE SWITCHED DIGITAL PRI SERVICE INWATS PRI SERVICE INTL INWATS PRI SERVICE 900 HOSPITALITY VACANT HOSPITALITY BASIC HOSPITALITY MID HOSPITALITY FULL EXT CALL FWD STN 4221 REASON CFAC EXT CALL FWD STN 4222 REASON CFB EXT CALL FWD STN 4227 REASON CFNA VOIP CALL Call Detail Recording System Administration Guide 56 Chapter 4 Call Detail Recording reports Figure 40 Real time record format This figure shows the lines available for printing by CDR in the real time report 0 1 2 3 4 5 6 7 1234567890123 456789012345678901234567890123456789012345678901234567890 MMDDYY HHMMSS LINE STATION CLID NUMBER NAME DNIS TYPE EVENT 030193 154615 0019 6137635122 Alan Smith UG 030193 154615 0019 6137635122 4032632300 UD 030193 154615 0019 7343 6137635122 Alan Smith UA 030193 154615 0019 7343 6137635114 Alan Smith UN 030193 154615 0019 7343 6137635122 Alan Smith UT 030193 154615 0019 7343 6137635114 Alan Smith UR 012398 234900 12345 HV 012398 234900 12345 HB 012398 234900 12345 HM 012398 234900 12345 H F Norstar Standard and CLID report description For non Real time Standard and CLID reports each line has a maximum of three fields except for the header line The header line has a maximum of five fields Field Contents 1 8 dashes
24. NIS DNIS information If present it appears after Ringing information A Answered N No Answer T Transferred R Released HV Hospitality vacant HB Hospitality basic HM Hospitality mid Figure 22 Call with DNIS A call ringing with DNIS answered and released 030198 154615 0019 6137635114 John Doe UG 030198 154615 0019 6137635114 4037352000 U D 030198 154623 0019 7832 6137635114 John Doe UA 030198 154831 0019 7832 6137635114 John Doe UR Figure 23 Transferred call 041197 094105 0003 7692000 Alan Smith UG 041197 094105 0003 7692000 7305432 U D 041197 094111 0003 7344 7692000 Alan Smith UA 041197 094156 0003 7440 7692000 Alan Smith UT 041197 094414 0003 7440 7692000 Alan Smith UR N0060599 Chapter 4 Call Detail Recording reports 49 Norstar All report This report contains Standard CLID Information and real time records Figure 24 Sample call with Standard CLID and Real time information The figure shows a call record when All is selected The RINGING record shows the call received time with CLID Information not the start alert time The call was answered 15 seconds after the ringing began The call was transferred 25 seconds after it was answered and was released two minutes after it was transferred 030298 154920 0022 4037692000 UNKNOWN DG 030298 154920 0022 4037692000 8002349876 DD 030298 154935 0022 7101 4037692000 UNKNOWN DA 030298 155000 0022 7169 4037692000 UNKNOWN
25. Nortel For applications developed by other software vendors follow their documentation Configuring the CDR Client The CDR Client is the application running on the client PC that accesses the BCM 4 0 systems and downloads the Call Detail Recording data files The CDR Client is typically a custom application that is created by your company or an external vendor for your company The advantage of a custom CDR Client is that it can be designed to work with your choice of operating systems and can be integrated with your existing databases If you are using a custom CDR Client refer to the documentation that came with the CDR Client for information about configuring the it If your company does not have or require a custom CDR Client a sample CDR Client is available on the BCM web page The sample CDR Client named CDR Pull Client is installed at the same time the CDR Livestream is installed Setting up the Call Detail Recording user account To ensure the security of the Call Detail Recording data files any user must have a special Call Detail Recording user account to access the directory where the files are stored You must set up this user account on every BCM 4 0 system from which the CDR Pull Client will pull information Before you set up the user accounts you must create a CDR Group For information about how to set up User Groups refer to the BCM 4 0 Administration Guide Note Each user account must have a username and pas
26. RINGING 3 15 Figure 20 Call with truncated CLID 04 04 99 11 12 01 LINE 0013 STN 7465 CALLING NUMBER 12345678901 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Figure 21 Call with partial CLID 04 04 99 Tied 2 01 LINE 0013 STN 7465 CALLING NUMBER 1234567890x NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 INCOMING CALL RINGING 0 32 00 00 39 HOLD 00 01 12 UNHOLD 00 02 47 CALL RELEASED Norstar Real time report Real time call records are one line long All real time records begin with an asterisk to differentiate them from non real time call records Real time records are generated only when CLID Information is available You can also generate real time records for five call states and four hospitality types Call Detail Recording System Administration Guide 48 Chapter 4 Call Detail Recording reports You can use the record information to drive external PC database applications for example to compile customer information by extracting the CLID data from the real time records Table 9 Norstar real time report options and letter codes Letter code Report option Description G Ringing Ringing is unique to real time records and indicates a line that is ringing when CDR receives the CLID Information D Dialed Number Identification Service Reported only if the line delivers the D
27. The Call Detail Recording panel appears with the Report Options tab displayed O a Ff Q In the prefix filter table in the Prefix 1 list box enter the prefix number In the Prefix 2 through Prefix 8 list boxes enter the prefix numbers as required To modify an existing prefix select the prefix and change it to the appropriate value To delete an existing prefix select the prefix and delete all of the digits Configuring CDR Report contents To configure CDR Report contents 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed The report contents appear in the lower panel Table 3 Report contents Option Description default shown in bold Include DNIS Info Yes No Provides the number the caller dialed to reach the BCM 4 0 system You can enable or disable the DNIS Info parameter This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Include CLID with name Yes No Reports the CLID name of each call You can enable or disable this parameter at any time This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Include CLID with call type Yes No Supports long distance or unknown c
28. YY MM DD The default date format is MM DD YY This parameter affects only the Norstar Record Format and is intended to provide market compatibility To assign the Date Format 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Select the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 From the Date Format drop down list select MM DD YY DD MM YY or YY MM DD Assigning the Header Format There are two kinds of header formats Line Station and Source Destination The default Header Format is Line Station This parameter applies to the Norstar Record Format only The Line Station format always reports the line number followed by the station number The Source Destination format always reports the number placing the call followed by the number receiving the call Incoming calls are reported in the Line Station format Outgoing calls are reported in the Station Line format N0060599 Chapter 2 Configuring Call Detail Recording 15 To assign the Header Format 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Header Format list box select Line Station or Source Destination Assigning the Re
29. all Detail Recording 00c eee eee eee 11 Conmnurihng CDR parameters carcaveeiwsedesncnn raturik A E NEER EENAA 11 Configuring Report OPHONS cs0cicckevgetcbbeea gee eehetdadscdeesieens 11 Repoit formats and types Soro 2 acc weed ele cath ee Rh eke ee tok oon Ee eS 13 Assigning the Date Formal xacavdeneccd pw ene ee eda neRn awe see dene weeds 14 Assigning the Header Format 0 0 cece eee eee eee 14 Assigning the Report Language 2 00 cece eee eee eee 15 Assigning Report Fiers 22 seec cde sec evee dae daehas Cee ee eee OEE Eee 15 Creating te Feature Code 4a4 i c3ccy ceeds Fok4 beet eee baw es he Stee REG 16 Configuring the Pretix Filet 2s506s 2 ced ee eoe keene anne bs eR aR Roe R awe 17 Configuring CDR Report contents i 0 sctciecendetuiieeetewetbuenesaees 18 Configuring Leading Digits Suppression 00 0c cece eee 20 To assign or change Suppress Digits 2000 cece eee eee 20 Chapter 3 Configuring and managing CDR data 00 cece eee eee 21 Call Detail Recording Secu zacre cand dew dene Shad dae man hk nes oe to deeds 21 CDR User Group Administaton 2 xscccess Meeen bee6oeRee ee DERE Eww 21 Configuring CDR Report File Settings 22 5 c5 desde acceded eebeaeeeas 22 Managing CDR dala ic daw tances een docks cena Sable Slee iene a 24 Pull TONS cdc ccd ete aah SPORE SERER ESSER CORTESE RET CERES RR 24 aoo nie ng at xs ee E HARE PERE S EOE CES SEER T Rae SES He 24 PETO Cad sadrcne
30. all types This parameter applies to the Norstar Record Format only Do not change the default unless the trunk supports this feature Include long CLID Yes No Supports long CLID digit reporting This parameter is market specific Do not change the default unless the trunk supports this feature N0060599 Chapter 2 Configuring Call Detail Recording 19 Table 3 Report contents Include call charge info Yes No Supports charges on calls This parameter is market specific Do not change the default unless the trunk supports this feature Use answer supervision Yes No Identifies the telephone number answering outgoing calls This parameter is market specific Do not change the default unless the trunk supports this feature Display connection character Suppress digits after connect Maximum digits after connect Enable Disable Normally CDR reports all the digits the user dialed to connect a call The digits can include digits responding to prompts from an Auto attendant extension transfer or voice mail service To distinguish between digits dialed to connect the call and digits dialed after the call is connected the system inserts an between the two sets of digits For Norstar report format only You can enable or disable the display connection character parameter Enable Disable By default CDR stores all digits dialed even after the call has been answered This includ
31. ccisscccscneesccendrertccioonestenes ea on Rae na ae ONER 15 To designate the feature COGS ve cncivssecsiecindeacantaniaaciestasnnncdxanetbinncclshnannisensnade iaa A ma iaa 16 To assign change or delete Prefix Fiers ririiisiiiirsinsrsinnisisiinsainannnianiinnan ainara 18 To configure CDR Report contents x cccccccssccescessacacccdessacdecdessascatenensincaccessaduadeaassnenendeasara 18 To configure CDR Report File Settings ssscatccine cicada cdasdccd ctdeeascecabene tsseaaedardiedeadceaidaneereenice 22 To Set upa CDR USEF ACCOUNT ccceeescccceessnneeeeeseneeececesnseeeeesssnaeeeesssneeeeeseenaeeeeeseaas 26 To Set Dala Transfer type to Pul eiciia aiaa 27 To install ihe CDR Pull Cheni vig cao vadcasunesssesacees sacde oda siadcarunensheaavaby setae EN NAERAN AEA EENS 28 Wp Steir he COR Pll CE eseina AN 28 To oreate a BCM List file nonno E AEEA EAEN EA 29 To select ihe BOM List ilO sissies a ai 30 To add a BCM 4 0 system to the BOM List file cceccccceceesenseeeeeeesneeeeeessneeeeeseees 30 To change the connection information for a BCM 4 0 system on the BCM List file 31 To remove a BOM 4 0 system from the BOM List fil cceeeeeeeeseeeseneeeteeeeeeeneeetees 31 Tosche edule a Pal TANS E erinra bes ae ee eee 31 To delete a Pull Transfer SCNEOIUIG cic cccesssonccseracccsandessnsinnannaccdsensersbansuundacennanenssendenensase 32 To head aiid reset WANSTSH STAUSIICS csie EE Aa E 33 To schedule a data file transfer assists ca
32. ce 59 90 Digits XXX X Dialed digits 50 61 AccCode XXX X Account code C report Table 7 Field definitions for line 2 Column Name Format Definition 3 18 CLID XXX X CLID number 11 15 AOCE XXXXXX XX Call charges 11 15 Pulse Charge nnnnn Pulse charge for the call Valid only for ETSI ISDN 00000 32767 lines which support AOCE 17 22 Currency nnnnn Currency charge for the call Valid only for DASS2 and Charge 000000 999999 ETSIISDN lines that support AOCE SL 1 report options Call Detail Recording generates the SL 1 report options using letter codes as shown in Table 8 Table 8 SL 1 report options and letter codes Letter code Report option Notes Initialization report Contains only the report type and time stamp N Normal report S Start report Does not contain the duration field E End report Does not contain the duration field A Authorization report Does not contain any dialed digits C Charge report Does not contain the duration field M Conference Charge report Does not contain the duration field X Transfer Note The I report does not contain the Call Information number all other report types contain the Call Information number if delivered N0060599 Chapter 4 Call Detail Recording reports 43 SL 1 Standard reports The following figures show examples of SL 1 Standard reports Figure 3 Outgoing call on line
33. cluding the Admin User Group cannot access the Call Detail Recording records Caution To guard against unauthorized access to CDR records you must add only authorized users to the CDR User Group In this configuration the BCM security protects all records against unauthorized access CDR User Group Administration By default the CDR User Group has no members The System Administrator can add users to the CDR User Group through Element Manager The System Administrator can also modify user access privileges or delete existing usernames from the group For information about how to add delete and modify users and User Groups refer to the BCM 4 0 Administration Guide N0016868 Call Detail Recording System Administration Guide 22 Chapter 3 Configuring and managing CDR data Note If you retrieve CDR records using a dial up connection and you use the Callback feature the computer you use to access CDR data files must have the Callback number that is configured for your user account To enter a Callback number 1 In Element Manager on the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Administrator Access folder and click Accounts and Privileges The Accounts and Privileges panel appears with the Current Account tab displayed Click the View by Accounts tab 4 Select your account and click Modify The Modify Account dialog box appears 5 In the Callback Nu
34. cond field describes the event associated with the call Events can be either a call state such as hold or transfer or a user action such as account code entry e Third field data that describes the action in the second field 00 00 00 INCOMING CALL RINGING 0 04 Figure 44 Outgoing line The line following the header line with all five fields The time in the header line field shows when the call was initiated 00 00 00 OUTGOING CALL Figure 45 Sample unanswered call line The line following the header line if an incoming call is unanswered 00 00 00 NO ANSWER RINGING 0 22 Figure 46 Sample busy line The line that appears if an incoming call receives busy treatment 00 00 00 BUSY Call Detail Recording System Administration Guide 58 Chapter 4 Call Detail Recording reports Figure 47 Hold and off hold lines The line that appears if a call is put on hold or taken off hold 00 00 04 HOLD 00 00 06 UNHOLD Figure 48 Conference start and end lines The line that shows the start and the end of a conference The third party in the conference can be a second station set or a second line as indicated in the third field 00 10 32 CONFERENCE STN2 7425 00 12 12 CONFERENCE LINE2 0052 00 12 45 CONFERENCE END Figure 49 Call transfer line The line that appears if a call is transferred 00 00 00 TRANSFERRED Figure 50 Call transfer from l
35. data 35 Table 5 Data File Transfer settings Setting Description IP Address or Machine Name Applies only to Push Enter the IP address or Machine name of the central server that you are sending CDR information to Enter the IP address in the format 10 10 10 1 for example A machine name can be a maximum of 47 characters Remote User Applies only to Push Enter the FTP login username that BCM 4 0 uses when connecting to the central server The Remote Username must be the same as the username you assigned to BCM 4 0 in the central server configuration and can be a maximum of 47 characters If you leave the Remote User box blank the system uses the user ID anonymous with no password to access the FTP server Security Note If you use the anonymous user ID there is no security provided for CDR files on the FTP server Anyone who logs on to the FTP server with the anonymous user ID can access your CDR information Remote password Applies only to Push Enter the FTP login password that BCM 4 0 uses when connecting to the central server The Remote Password must be the same as the password you assigned to BCM 4 0 in the central server configuration and can be a maximum of 47 characters Destination FTP Alias Applies only to Push Enter an FTP alias on the central server where CDR information is transferred An example of a destination FTP alias is Telephone_systems Call_Records In
36. e serve and a bridge is created When the bridge is created a conference server record is also created In Norstar reports the start and end times of all participants both internal and external are recorded N0060599 Chapter 4 Call Detail Recording reports 55 Norstar report field definitions Figure 39 Standard and CLID report formats This figure shows all of the lines available for printing by CDR in the Norstar report 0 1 2 3 4 5 6 a 1234567890123 456789012345678901234567890123456789012345678901234567890 a SscssS MM DD YY HH MM SS LINE XXXX STN XXXXXXX sadegs MM DD YY HH MM SS LINE XXXX LINE XXXX MM DD YY HH MM SS LINE XXXX Sees seee MM DD DY HH MM SS RECORD RESTART 00 00 00 INCOMING CALL RINGING 0 00 00 00 00 OUTGOING CALL 00 00 00 NO ANSWER RINGING 0 00 00 00 00 FROM TRANSFER 00 00 00 INVALID PASSWORD 00 00 00 HOLD 00 00 00 UNHOLD 00 00 00 ACCOUNT CODE 123 00 00 00 BUSY DIGITS DIALED 9369552 00 00 00 CONFERENCE STN2 7425 00 00 00 CONFERENCE LINE2 0052 00 00 00 CONFERENCE END 00 00 00 RESTRICTION PASSWORD 99 00 00 00 CALL CHARGES PULSES 00 00 00 CALL RELEASED 00 00 00 TRANSFERRED 00 00 00 FROM TRANSFER RECORDS LOST LINE 0015 BC SPEECH BC UNRESTRICTED DIGITAL BC RESTRICTED DIGITAL BC 3 1 kHZ AUDIO BC 7 kHZ AUDIO BC VIDEO CALLING NUMBER 4032919123 CALLING NUMBER 12345678901 CALLING NUMBER 4032919123x NAME Peter Pan LONG DISTANCE UN
37. e size from 1 000 kB and 5 000 kB e on file transfer when the files are transferred 14 1 400 kB 10 to 50 You can configure the data file size from 10 1 000 kB to 50 5 000 kB File size is used only if you have specified a value in the file settings Disk space limit 400 MB 2 to 800 The minimum disk space requirement for CDR is 2 MB The default is 400 MB Available disk space is verified when the service starts and when a new file starts When the minimum amount of disk space is available automatic file deletion occurs beginning with the oldest file Files are deleted until 20 percent of the space is made available For example if the disk size is assigned as 400 MB CDR deletes old files until 320 MB of space is available The current CDR data is not accessible when CDR is running CDR Administration closes the current data file and creates a new file with a new header Caution Some parameters are market specific If the parameter value does not match the trunk property CDR can produce incorrect reports If you are using a Call Accounting package to process reports consult your software vendor before you make any changes to the CDR options You can download the CDR files using the Data File Transfer feature For more information on the Data File Transfer feature refer to the section Managing CDR data Call Detail Recording System Administration Guide 24 Chapter 3 Configuring and ma
38. ecording System Administration Guide 32 Chapter 3 Configuring and managing CDR data To schedule a Pull Transfer 1 10 In the BCM Names field select the BCM 4 0 system for which you want to schedule a Pull Transfer Click New The New CDR Pull Schedule screen appears Click the Hour drop down list and select the hour you want the Pull Transfer to start Click the Minute drop down list and select the minute that you want the Pull transfer to start In the Date field click either the day or the date you want the Pull Transfer to start If you select a day the CDR Pull Client will perform a Pull Transfer once a week on this day and at the time specified If you select a date the CDR Pull Client will perform a Pull Transfer once a month on this date and at the time specified Note If you want to select more than one day or date press and hold the Ctrl key on gt your keyboard while you select additional days or dates Click Browse The Browse for Folder dialog box appears Navigate to the folder where you want to store the Call Detail Recording data files and click OK Note You cannot create a folder from the Browse for Folder dialog box If you want to store the Call Detail Recording data files in a new folder you must use Windows to create the folder before you select it If you want BCM 4 0 to compress the Call Detail Recording data files into a single ZIP file before sending the information select
39. eeerGeeiahve tebiS Gees aeeea A hereeneis 25 Features of Data File Transfer 2 60 2cecc canes Seas eee ck ee wn asee nsara 25 sing CDR Pull Waneleh cic cot h ce ona be bce eda ede bck Saeed ees 25 Call Detail Recording System Administration Guide 6 Contents Staring the CDR Pull Cent 21sec e2ohdeaoeuadenadekee hed korr EREE 28 Configuring the BCM List fili sss tsa 5ceken tens uenia Made eee l a ded uees 29 Configuring the systems on the BCM List file 00000 eae 30 Scheduling a Pull Tanger 2 cccecce eatin eet teen beeeiveeahaeneddada 31 Exiting from the CDR Pull Client lt i srscsrrerisrrietr ce eaedeeteu saad tado 32 Using CDR Push Tater sceraii tarretan id rennu TREERNE NENET 33 Transferring Call Detail Recording information immediately 36 Lising CDR LIVESIGAM o ccnc bud in due ed Se deed eh ee ope aes 37 Call Detail Recording display 2 4065 000c2 eseaee ca eeen dee een wee e ATERRAR 38 Chapter 4 Call Detail Recording reports 0 200s e eee eee eee 41 jel EEG Wo 218 aa a ae eee ee eee ea eRe eet rc Ona ean tar te eee oe 41 SLT repor yp ioc ees cs Sietigeecadelenbidendbeeeecedecsennceeded 41 SL 1 repor field definitions essersi sers se daeseas ev egese deepsea eei 41 SLF ana eO rerni ren aaea A AEA 43 SLi CLD EDONG eoperrdorrcie hojat Codey dene en Eri a ketai aga 43 Auto Attendant and Call Center station set numbers 00005 44 Advice of charges at end of call AOC
40. el click the Configuration tab The Configuration folders appear 2 Select the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Format drop down list select SL 1 4 From the Report Type drop down list select Standard or CLID Note CDR reports only the CLID information for lines that are capable of delivering gt CLID Calls on lines that are non CLID capable are reported in SL 1 Standard report format Norstar reports Use the Norstar report format for more detailed call reports Note For more information about Norstar reports see Norstar reports on page 45 Call Detail Recording System Administration Guide 14 Chapter 2 Configuring Call Detail Recording Assign the Norstar report type From the Report Options page you can assign the Norstar report type as Standard CLID Real time or All To assign Norstar report type 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Select the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Format list select Norstar From the Report Type list select Standard CLID Real time or All Assigning the Date Format The Date Format includes the day month and year There are three date formats e MM DD YY e DD MM YY e
41. es For Push Transfer you can schedule a data file transfer so that the BCM 4 0 system sends the data files on a regular basis daily weekly or monthly and at a specified time For Push Transfer you can manually start the transfer of data files from the BCM 4 0 system when you need the Call Detail Recording information immediately For Push Transfer BCM 4 0 can automatically attempt to re send the data if the initial data transfer fails BCM 4 0 can compress the Call Detail Recording information to reduce the amount of time it takes to transfer the files Only the files that have not been previously sent are transferred The following sections provide detailed information about file transfers Using CDR Pull Transfer on page 25 Using CDR Push Transfer on page 33 Using CDR Livestream on page 37 Using CDR Pull Transfer To use the CDR Pull Transfer the following are required a client PC that receives the downloaded files a user account in the CDR group on the BCM BCM data transfer set up to pull the files CDR Client application configured to meet your requirements Call Detail Recording System Administration Guide 26 Chapter 3 Configuring and managing CDR data e an application that uses the CDR toolkit to download the CDR data e aZIP UNZIP utility installed if using the file compression feature Note This guide describes the setup for the sample application CDR Pull Client gt provided by
42. es any personal information dialed such as account numbers credit card numbers or PINs You can use the Digit Suppression feature to stop CDR from storing digits after the call has been answered To configure the Suppress digits feature use the Suppress digits after connect and Maximum digits after connect options With Suppress digits after connect you can enable or disable this feature With Maximum digits after connect you specify the maximum number of digits CDR stores How the Suppress digits operates e If Suppress digits after connect is disabled CDR records all of the digits dialed Line Supervision and the Maximum digits after connect have no affect if Suppress digits is disabled e If Suppress digits after connect is enabled and Line Supervision is available on the line used CDR records the telephone number dialed but stops recording when Line Supervision indicates the call is answered The Maximum digits after connect option has no affect if Line Supervision is available on the line used e If Suppress Digits after connect is enabled and Line Supervision is not available on the line used CDR records the digits dialed until it reaches the number entered in the Maximum digits after connect box After this number of digits is recorded CDR stops recording digits In the Maximum digits after connect box enter the maximum number of digits that CDR stores from 3 to 24 The default is 11 Caution Some of the Report Optio
43. ession is in progress Account Code list Account Codes have a maximum of 12 digits but cannot contain symbols such as or Table 2 is an example of an Account Code list Note Remember to provide your colleagues with the Feature Code and the Account Code list Your Account Code list is not stored on the BCM The BCM does not check that account code is valid Table 2 Account Codes Account code Description 11127 Pat manager 37 Field Support 239 Liza Sales 45 Roger Service 1552 Monique Shipping 53 Modern Ways Limited 100 Long distance Configuring the Prefix Filter With the Prefix Filter you can select whether you monitor and report all long distance calls only calls to certain area codes or calls to specific numbers If the first digits a caller dials match one or more of the prefixes you have defined the call is reported Otherwise the call is not reported You can have a maximum of eight prefix strings assigned at one time The maximum length for each prefix string is eight digits The Prefix filter default settings are 0 1 90 91 411 and 9411 Call Detail Recording System Administration Guide 18 Chapter 2 Configuring Call Detail Recording To assign change or delete Prefix Filters 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task
44. ference an Express Routing Code ERC to more quickly route your call to the appropriate support specialist To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller you can contact the technical support staff for that distributor or reseller N0060599 11 Chapter 2 Configuring Call Detail Recording The CDR application collects many different kinds of information for CDR data files date and time of external calls Hunt Group usage statistics Custom Call Routing CCR tree reports mailbox activity reports gt Note For detailed information on mailbox activity reports refer to the CallPilot Manager Set Up and Operation Guide N0027247 Configuring CDR parameters You can configure CDR parameters to specify what call information is presented in your reports This section describes Configuring Report Options on page 11 Assigning Report Filters on page 15 Configuring the Prefix Filter on page 17 Configuring CDR Report contents on page 18 Configuring Leading Digits Suppression on page 20 Configuring Report Options To configure Report Options Log on to Element Manager On the Task Navigation Panel click the Configuration tab The Configuration folders appear Select the Telephony folder
45. formation immediately whenever you wish to or you can schedule a Push Transfer to occur on a regular basis If you create a schedule you must specify e where the files are transferred to e how often the transfer occurs e on which day the transfer starts e at what time the transfer starts To schedule a data file transfer 1 In Element Manager on the Task Navigation panel click the Configuration tab The Configuration folders display 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed Click the Data File Transfer tab Configure the Data File Transfer settings Table 5 Data File Transfer settings Setting Description Transfer Type Select how often CDR information is sent to a central server Push Daily Once a day at the time you select in the Transfer time box Push Weekly Once a week at the time and day you select in the Transfer Time box and Day of the week boxes Push Monthly Once a month at the time entered in the Transfer Time box and the date entered in the Day of Month box Pull Sets the BCM 4 0 system in Pull mode so that it will accept data file transfer requests from the central server The Pull option is not used for scheduling a Data File Push Transfer None The files are not sent to a central server The default for this parameter is None N0060599 Chapter 3 Configuring and managing CDR
46. igit separator CDR usually reports all the digits that a user dials to connect a call The digits can include digits responding to prompts from the Automated Attendants extension transfer or voice mail service To identify the digits dialed to connect the call and the digits dialed after the call is connected you can insert an exclamation mark between them Figure 36 Outgoing call with digit separator Saas 01 01 99 01 38 00 LINE 0023 STN 223 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 9772210 0132 00 01 35 CALL RELEASED Note Call Detail Recording cannot differentiate between the digits required to connect a call and extra digits dialed before the call is connected Not all units support the delivery of call connected signals so this feature is not available on all BCM 4 0 servers External call forwarding External call forwarding occurs if an extension is configured to externally forward calls in these situations e Call Forward All Calls CFAC e Call Forward Busy CFB e Call Forward No Answer CFNA If an incoming call is unanswered and externally forwarded CDR reports the call as outgoing The reports show e incoming line or extension e outgoing line Call Detail Recording System Administration Guide 54 Chapter 4 Call Detail Recording reports e extension responsible for the external call forward e reason for the external call forward e digits dialed Note For more infor
47. il Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 On the lower panel in the Leading Digits Suppression table in the Leading Digits box enter the carrier code The carrier code can be up to five digits long and is the number that users must dial to reach their carrier For example users must dial 3421 to reach their long distance carrier 4 Inthe Suppress box select the number of digits up to a maximum of 16 that callers can have in their PIN N0060599 21 Chapter 3 Configuring and managing CDR data This section contains information on e Call Detail Recording CDR security e CDR data management and configuration Call Detail Recording security CDR records can contain sensitive information such as phone numbers between executives and external companies telephone banking passwords and PINs These are some examples of data that require protection from unauthorized access With the introduction of network real time access in Call Detail Recording the System Administrator must set up the system to allow authorized access If authorized access is not set up the user cannot see the real time records To set up CDR you must log on to the BCM Element Manager with a user name and password that is a member of the Admin Group Once logged on you can add members to the CDR User Group Only members of the CDR User Group can access the records Members of other User Groups in
48. imits access to call records Consult with the appropriate members of your organization about the proper safeguards Call Detail Recording System Administration Guide 8 Chapter 1 Getting started Audience This guide is intended for people who install and configure the Multimedia Contact Center application This guide assumes that you are familiar with using Element Manager and CallPilot Manager For more information refer to the BCM 4 0 Administration Guide N0060598 and the CallPilot Manager Set Up and Operations Guide N0027247 Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CCR Custom Call Routing CLID Calling line identification PIN Personal identification number Symbols and conventions used in this guide These symbols are used to highlight critical information e Caution Alerts you to conditions where you can damage the equipment Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l f improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task N0060599 Chapter 1 Getting started 9 Security note Indicates a point of system security where a default should be changed or where the admin
49. ine The line that appears if a call was transferred It indicates the start of the call at the new station set that received the transfer 00 00 00 FROM TRANSFER Figure 51 End call line The line that shows the last state of a call It is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report 00 00 00 CALL RELEASED Figure 52 Digits dialed line The line that shows the digits dialed This line appears in outgoing call reports A maximum of 32 digits or characters can appear If the call connected digit separator option is enabled an exclamation mark appears between digits dialed before and after the call connects DIGITS DIALED XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX DIGITS DIALED 123456789 1234 Figure 53 Invalid password line The line that appears if a user or caller enters an invalid password 00 00 00 INVALID PASSWORD N0060599 Chapter 4 Call Detail Recording reports 59 Figure 54 Account code line The line that appears if an account code is entered Account codes can be a maximum of 12 digits 00 00 00 ACCOUNT CODE XXXXXXXXXXXX Figure 55 Password The line that appears if a password is entered The password ID is a maximum of two digits 00 99 The report indicates the password override ID and not the password itself 00 00 00 RESTRICTION PASSWORD XX Figure 56 Last line The li
50. istrator needs to make a decision about the level of security required for the system Related publications Related publications are listed below To locate specific information you can refer to the Master Index of BCM 4 0 Library BCM 4 0 Administration Guide NO0060598 CallPilot Manager Set Up and Operation Guide N0027247 Call Detail Recording System Administration Guide 10 Chapter 1 Getting started How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best source of support for Nortel products is the Nortel Support Web site http www nortel com support This site enables customers to e download software and related tools e download technical documents release notes and product bulletins e sign up for automatic notification of new software and documentation e search the Support Web site and Nortel Knowledge Base e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find the information you require on the Nortel Support Web site you can get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7865 Outside North America go to the Web site below and look up the phone number that applies in your region http www nortel com callus When you speak to the phone agent you can re
51. ll Detail Recording System Administration Guide 64 Index Norstar Standard reports incoming call 46 outgoing call 46 parameters programming 11 prefix filters assigning 18 deleting 18 printing records 39 report contents 18 19 configuring 18 descriptions 18 Display connection character 19 Include call charge info 19 Include CLID with call type 18 Include CLID with name 18 Include DNIS Info 18 Include long CLID 18 maximum digits after connection 19 options 18 Use answer supervision 19 report filters 15 feature code F9 16 filter type 16 hospitality records 16 minimum call duration 16 report format SL 1 Standard 43 report formats Norstar 13 45 SL 1 13 report language 15 assigning 15 Report Options configuring 11 report types Norstar 41 Norstar real time 47 reports 41 SL 1 41 Standard Norstar reports 46 security 21 call record 7 SL 1 assigning a report format 13 letter codes 42 report options 42 SL 1 CLID reports 43 incoming call transferred with CLID 44 incoming call with Call Information and no CLID dd incoming call with CLID 44 SL 1 report format advice of charges at end of call 44 call charges 44 SL 1 reports CLID reports 43 field definitions 41 42 SL 1 Standard reports call transfer 43 conference call 43 incoming call 43 outgoing call 43 SL 1 target line physical line target line transfer 44 Suppress digits 19 after connect is enabled and Line Supervision is available 19 after connect is enabled a
52. mation Figure 31 shows an example of a call to a busy target line Figure 31 Call to a busy target line 03 02 99 14 36 02 LINE 0035 00 00 00 BUSY CDR reports busy only if the BCM 4 0 server is programmed to provide busy treatment Bearer Capability data When you assign Call Detail Recording to report in the Norstar CLID report format Call Detail Recording provides Bearer Capability information associated with the call Figure 32 Incoming call with Bearer Capability ed teat 12 03 99 14 36 00 LINE 0035 CALLING NUMBER 7355303 NAME UNKNOWN UNKNOWN BC SPEECH 00 00 00 NO ANSWER RINGING 0 02 Note This information appears in the Norstar report if your BCM 4 0 server supports gt Bearer capabilities PRI call by call service If the ISDN Primary Rate Interface PRI trunk is installed in the BCM 4 0 server Call Detail Recording provides PRI call by call service information as part of the CLID call records in Norstar CLID format The record provides both the service type and service ID for incoming and outgoing calls Call Detail Recording System Administration Guide 52 Chapter 4 Call Detail Recording reports Figure 33 PRI An incoming call using the TIE service with service ID 0 and the corresponding outgoing call using the PUBLIC service S SsS 55 01 01 98 01 38 00 LINE 0001 STN 221 CALLING NUMBER 6135551212 NAME UNKNOWN UNKNOWN DNIS NUMBER 9772210 BC SP
53. mation refer to the Installation and Maintenance Guide for your system Figure 37 Sample external call with external call forward An incoming call on line 0001 that was externally forwarded to line 0002 Extension 221 is responsible for the external call forward event Sass 12 31 99 31 59 59 LINE 0001 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Figure 38 Sample internal call with external call forward An internal call that was externally forwarded to line 0002 Extension 222 originated the call Extension 221 is responsible for the external call forward event al AEn 12 31 99 11 59 59 STN 222 LINE 0002 CALLING NUMBER 4032919123 BC SPEECH EXT CALL FWD STN 221 REASON CFAC 00 00 00 OUTGOING CALL DIGITS DIALED 5551212 00 02 47 CALL RELEASED Ad hoc multiparty conference calls The Ad hoc multiparty conferencing feature allows CDR to track multiparty conference calls and provide information on when parties have joined or left the conference You can use this data for call accounting purposes and for statistical tracking of conference resources With the introduction of Ad hoc multiparty conferencing feature a station involved in a three party conference can add more participants using Feature 3 When a fourth participant is added all conferenced parties are transferred to a new conferenc
54. mber field enter the Callback number and click OK If the Callback Number is not the telephone number for your computer BCM blocks access to the records even if you enter the correct username and password Configuring CDR Report File Settings Before you begin to transfer the CDR data files configure the report file settings After you configure the file settings choose the type of file transfer you wish to use to manage your CDR files This section provides information on each type of file transfer Features of Data File Transfer on page 25 To configure CDR Report File Settings 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click Call Detail Recording The Call Detail Recording panel appears with the Report Options tab displayed 3 Click the Data File Transfer tab N0060599 Chapter 3 Configuring and managing CDR data 23 4 Use the File Settings table to configure the size of the CDR data file Table 4 File Settings File Options Descriptions Start new file Max file size 100 kB Daily weekly monthly on file size or file transfer By default a new file is started when the file size reaches the maximum of 1 400 kilobytes kB You can change the file schedule to start a new file at regular intervals e daily at midnight e weekly Sunday at midnight e monthly the first day of each month at midnight e fil
55. meter Options Format SL 1 Norstar Date format MM DD YY DD MM YY YY MM DD Report type SL 1 Standard j ii SL 1 CLID Norstar Standard Norstar CLID Norstar Real time Norstar All Header format Line Station Source Destination Language English French Danish Swedish Dutch Spanish German Italian Norwegian Portuguese N0060599 Chapter 2 Configuring Call Detail Recording 13 Report formats and types Call Detail Recording can generate Norstar and SL 1 report types SL 1 offers two report formats Standard and CLID Norstar offers four report formats Standard CLID Real time and All Note The default report format is Norstar and the default report type is All SL 1 reports Use the SL 1 report format when you are supplying the CDR output to legacy commercial call accounting packages or equipment This report format supports recording Standard report type as well as the Calling Line Identification CLID report type The SL 1 CLID report prints the CLID information only if the information is delivered Otherwise it records the call in SL 1 Standard report type The SL 1 report format does not support the recording of Bearer Capability and DDI Busy reports Note For more information about SL 1 reports see SL 1 reports on page 41 To assign the SL 1 report type From the Report Options page you can assign the SL 1 report type as Standard or CLID 1 On the Task Navigation Pan
56. n this screen refer to the table Data File Transfer settings on page 34 Note When you use the Transfer Immediately option you do not need to set Transfer gt Time Transfer Day Day of Week and Day of Month 5 Click Push Now The BCM starts transferring Call Detail Recording information to the specified servers Using CDR Livestream The CDR Livestream is an application that you can use to monitor real time call activity from a PC You download the CDR Livestream to a PC and are then able to connect to a BCM and view and print real time call activity To use CDR Livestream you require e a client PC to view the data e a CDR user account with privileges for the CDR User Group on the BCM e the CDR Livestream application installed and configured To install CDR Livestream Exit any Windows programs that are running 2 Start a browser session and connect to the BCM web page The BCM Login dialog box appears 3 Enter your username and password and click OK The Welcome to BCM page appears 4 Click the Administrator Applications link The Administrator Applications page appears 5 Click the CDR Clients link The CDR Clients download page appears 6 Click the Download CDR Clients link The File Download dialog box appears Click Save and save the application to where you want to install it After the application downloads double click it to launch the installation and follow the instructions in the Installation Wiza
57. naging CDR data Managing CDR data CDR provides three methods to manage data e Pull Transfer e Push Transfer e real time data Pull Transfer With Pull Transfer you can download Call Detail Recording data files from the BCM 4 0 to any PC on your network that has a pull application installed You configure the data transfer parameters on the PC to download the CDR data files The advantage of the Pull Transfer is that the PC determines the rate at which the data files are transferred so it cannot easily be overloaded with transfer information You can use the Pull Transfer to transfer Call Detail Recording data files from any number of BCM 4 0s or other BCMs but it is most beneficial when you are transferring from a large number of systems There is a sample CDR Pull Client provided on the BCM web page For details on installing and using CDR Pull see Using CDR Pull Transfer on page 25 Note The CDR Pull Client is a sample application only The CDR Pull Client allows you to test the CDR pull capability of the BCM A developer s toolkit is available to build a CDR client to meet your specific needs Refer to the Nortel Developer Partner Program for details on the BCM CDR toolkit or check with your CDR application vendor for availability of this functionality in their software Note You can use the CDR Pull Client to pull files from any BCM system Push Transfer With Push Transfer the system sends the CDR
58. nd Line Supervision is not available 19 suppress digits after connect is disabled 19 System Administrator role 7 tasks 7 User Group administration 21 using livestream 38 Call Detail recording Auto Attendant station set numbers 44 Contact Center station set numbers 44 Call Detail Recording data configuring 21 Call Detail Reording report filter types All 16 Outgoing 16 Prefix 16 report filters descriptions 16 Call Forward ALI Calls 53 Call Forward Busy 53 Call Forward No Answer 53 call record Call Detail Recording security 7 call types VoIP 52 call by call service 51 changing N0060599 Index 65 prefix filters Call Detail Recording 18 CL 1 Call Detail Recording reports 41 CLID reports Call Detail Recording SL 1 43 line descriptions 56 conferencing Ad Hoc Multiparty Call Detail Recording 43 configuring Call Detail Recording 11 prefix filters 17 Report Options 11 CDR report contents 18 prefix filters Call Detail Recording 17 report contents Call Detail Recording 18 configuring Report Options 11 D deleting prefix filters Call Detail Recording 18 descriptions Real time record 60 dialed number 52 Dialed Number Identification Service 52 digit suppression Call Detail Recording after connect is disabled 19 after connect is enabled and Line Supervision is available 19 after connect is enabled and Line Supervision is not available 19 assigning Suppress Digits 20 changing Su
59. ne that shows the last line of a call report if call states are missed or if a call is missed altogether This line is followed by a carriage return and two line feeds so that there is a blank line before the start of the next call report REPORTS LOST Figure 57 Physical line The line that identifies the physical line of an incoming call on a target line The line number is fixed at four digits with leading zeroes LINE XXXX Figure 58 CLID information The lines that appear if CLID information is available The calling number can be a maximum of 12 characters of which a maximum of 11can be digits If a number received is longer than 11 digits then slash is the first character followed by the 11 least significant digits The name can be a maximum of 15 characters Each of the number and name can contain UNKNOWN The third line is the call type which indicates either LONG DISTANCE or UNKNOWN if call type information is not available The DNIS number if available appears after the call type The DNIS number is followed by the Bearer Capability The last line is the PRI call by call service which appears only when the PRI service information is available CALLING NUMBER XXXXXXXXXXX NAME XXXXXXXXXXXXXXX UNKNOWN DNIS NUMBER XXXXXXXXXX BC SPEECH PRI SERVICE TIE XXXXX VOIP CALL Figure 59 Room status The lines that appear if the room occupancy status of a room changes to vacant R
60. ns are market specific If the parameter value does not match the trunk property CDR can produce incorrect reports Changing the parameters can affect some Suppress Digit parameters If you use a Call Accounting package to process reports consult your software vendor before you make any changes Call Detail Recording System Administration Guide 20 Chapter 2 Configuring Call Detail Recording Configuring Leading Digits Suppression You can configure CDR so that personal identification numbers PIN that callers use to access long distance carriers are not recorded in CDR Usually the long distance caller dials the code of their carrier up to five digits enters a PIN 0 to 16 digits and then enters the long distance telephone number Leading Digits Suppression provides security to long distance callers by preventing PINs being recorded in the reports You can define a maximum of five Leading Digit strings The first digits that a caller dials are compared to the Leading Digits If there is a match a number of digits are suppressed The number of digits that are suppressed equals the number you select in the Suppress field for the string Only the code of the carrier and the remaining digits excluding the PIN are printed in the output report To assign or change Suppress Digits 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Deta
61. ospitality records Report Filter Description Filter type All reports all incoming and outgoing calls Outgoing reports only outgoing calls no incoming calls Prefix reports calls matching the predetermined long distance digit strings The purpose of the Prefix filter is to report only long distance calls calls to certain area codes or calls to specific numbers If you select the Prefix Report filter you must also specify the prefix digits If the first digits dialed match one or more of the programmable prefix strings the call is reported otherwise the call is not reported You can have a maximum of eight prefix strings assigned at one time The maximum length for each prefix string is eight digits Note The Prefix filter defaults are 0 1 90 91 411 and 9411 Invalid Password attempts are reported regardless of the Report Filter selected Account code reports only calls that have account codes associated with them Feature code F9 See Creating the Feature Code Minimum call duration This filter determines which calls are included in the CDR Calls shorter than the minimum call duration are not logged The default setting is 2 seconds and the range is O 30 seconds Hospitality records This filter represents four states of room occupancy vacant basic mid and full Room number lengths can be 1 5 digits Creating the Feature Code The purpose of the feature code is to allo
62. port Language If your BCM 4 0 supports other languages select either English or one of the alternate languages The default Report Language is English To assign the Report Language 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed From the Language list box select English or an alternate language Note The Report Language you select affects only CDR reports The language assigned to each telephone determines the language used in the Account codes Assigning Report Filters Use the Report Filters to specify the type of calls to collect You can select only one filter type at a time The default report filter is All To assign Report Filters 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed In the Report Filter option select All Outgoing Prefix or Account Code In the minimum call duration box enter the minimum call duration number The range is 0 to 30 seconds Call Detail Recording System Administration Guide 16 Chapter 2 Configuring Call Detail Recording 5 Select the Hospitality records check box if you require h
63. position of the second line The CLID number is always 16 digits Any missing numbers are represented by an x If there no CLID Information available no CLID Information report is delivered is Call Detail Recording System Administration Guide 44 Chapter 4 Call Detail Recording reports Figure 7 Incoming call with CLID An incoming call on line 38 to station set 2221 with CLID enabled The CLID number available is 4037692000 N 034 00 T038000 DN2221 04 04 15 32 00 10 24 4037692000xxxxxx Figure 8 Incoming call with Call Information and no CLID An incoming call on line 37 to station set 2211 with Call Information enabled The CLID number is not available N 035 00 T037000 DN2211 04 04 14 22 00 12 04 Figure 9 Incoming call transferred with CLID An incoming call on line 38 to station set 7447 and transferred to station set 2223 Call Information is enabled and the CLID is 4032919001 S 029 00 T038000 DN7447 04 04 15 02 4032919001xxxxxx E 030 00 T038000 DN2223 04 04 15 07 4032919001xxxxxx SL 1 Target line Physical lines When target lines are used on digital trunks reports show both the target line number and the physical line number Figure 10 Target line transfer An incoming call on target line 103 and transferred to another station set The physical line is 37 S 029 00 T037103 DN7499 04 04 15 02 E 030 00 1037103 DN7370 04 04 15 07 Auto Attendant and Call Center sta
64. ppears Click the CDR Clients link The CDR Clients download page appears Click the Download CDR Clients link The File Download dialog box appears Click Save and save the application where you want to install it After the application downloads double click it to launch the installation and follow the instructions in the Installation Wizard gt Note The CdrClientInstaller exe file installs the CDR Livestream and the CDR Pull Client Starting the CDR Pull Client To start the CDR Pull Client complete the following procedure To start the CDR Pull Client 1 Click Start and point to Programs Point to Nortel and then point to CDR Client Click CDR Pull Client The CDR Pull Sample Application window appears N0060599 Chapter 3 Configuring and managing CDR data 29 Configuring the BCM List file A BCM List file is a file that stores the connection information for the BCM 4 0 or other BCM systems you can access using the CDR Pull Client Each BCM List file contains a list of BCMs on which to perform a CDR Pull activity The BCM List file also contains the schedule for pulling files from the BCMs and it instructs the CDR Pull Client where to store the pulled files on the client PC The schedule contains a list of one or more times the pull activity starts At each specified time the CDR Pull Client sequentially goes through the list of BCMs and pulls the CDR file to the specified directory To use the C
65. ppress Digits 20 configuring leading digits suppression 20 Direct Inward Dial 50 E Element Manager assigning CDR prefix filters 18 Call Detail Recording 11 livestream 38 Call DetailRecodring User Group Administration 21 changing CDR prefix filters 18 deleting CDR prefix filters 18 Suppress Digits Call Detail Recording 20 end of call with charges not available 45 end of call with charges rounded down 45 end of call with charges rounded up 45 end of call with no charge 45 end of call with pulse charges 45 extension transfer 53 external call forward 60 external call forwarding configurations Call Forward All Calls 53 Call Forward All No Answer 53 Call Forward Busy 53 F feature code types Call Detail Recording account code 17 feature codes account code list Call Detail Recording 17 Call Detail Recording 16 account code list 17 account codes 17 creating 16 designating 16 Field definitions CLID report 46 field definitions Norstar reports CLID 55 real time 56 standard 55 formats date Call Detail Recording 14 H header format Call Detail Recording 14 Hospitality record Real Time 60 Standard 49 Call Detail Recording System Administration Guide 66 Index ildentification service 52 Inward Dial Busy Report 50 L language reports Call Detail Recording 15 letter codes Call Detail Recording SL 1 report options 42 line descriptions call ringing line 56 outgoing line 56
66. r User j Sername Password stop To use the CDR Livestream Note You must have a Call Detail Recording user account on the BCM to use the CDR Livestream 1 Type the server name of the BCM 4 0 you want to connect to 2 Type the username and password to authenticate the user Must be part of CDR User Group on BCM 3 Click the Start button to view call activity records Note If you do not know the server name ask your System Administrator 4 Click Stop to stop viewing call activity records Call Detail Recording System Administration Guide 40 Chapter 3 Configuring and managing CDR data To print records as you view them Select the record you want to print or right click on the mouse to Select All Right click on the mouse to copy the record to the clipboard Paste the record into a text application such as Word Pad or Notepad A OO N a Print the record Note The CDR Livestream maintains a limited number of records New records replace old records after the buffer is full All records are maintained on the BCM system Use the CDR data file transfer to obtain records and print files N0060599 41 Chapter 4 Call Detail Recording reports Call Detail Recording CDR provides two types of reports e SL 1 reports e Norstar reports SL 1 reports Use the SL 1 report when the you are supplying the output to legacy commercial accounting packages or equipment SL 1
67. rd gt Note The CdrClientInstaller exe file installs the CDR Livestream and the CDR Pull Client Call Detail Recording System Administration Guide 38 Chapter 3 Configuring and managing CDR data Note The CDR Livestream application for BCM 4 0 only allows you to view records from a BCMS0 system To use Livestreaming with earlier versions of BCM BCM 3 x use the appropriate 3 x version of the sample CDR Livestream application The CDR Livestream sample applications for BCM 4 0 or BCM50 do not run with BCM 3 x systems N0060599 Chapter 3 Configuring and managing CDR data 39 Call Detail Recording display With the CDR Livestream you can monitor records remotely as calls occur To access the CDR Livestream 1 Click the Start button and click Programs 2 Click Nortel and click CDR Livestream The CDR Livestream window appears The CDR Livestream window displays real time statistics that you can view and print Figure 2 CDR Livestream window is CDR Live Client x 02 21 05 09 51 17 RECORD RESTART ores 02 21 05 09 53 26 LINE 0061 STN 225 PI BC SPE 00 00 00 OUTGOING CALL 00 00 03 CALL RELEASED 02 21 05 09 53 40 LINE 0061 STN 225 BC SPEECH 00 00 00 INCOMING CALL RINGING 0 03 00 00 09 CALL RELEASED Canana 02 21 05 09 54 02 LINE 0061 BC SPEECH 00 00 00 NO ANSWER RINGING 0 10 nis Commands Clip File Quit Server Controls IP Machine 1234 ce
68. rget line 51 Norstart reports N0060599 Index 67 Call Detail Recording Standard 46 Nostar reports CLID DNIS 52 P Physical lines Norstar 50 physical lines 50 prefix filter Call Detail Recording long distance 17 prefix filters Call Detail Recording configuring 17 changing 18 Call Detail Recording 18 deleting Call Detail Recording 18 Primary Rate Interface call by call service 51 printing CDR records 39 programming Call Detail Recording parameters 11 PUBLIC service 52 R Real time record fields call state 60 call type 60 CLID number 60 date 60 line number 60 station set number 60 time 60 recodrs Call Detail Recording printing 39 record formats Standard Hospitality 49 records Real time 60 report contents Call Detail Recording descriptions 19 report filters Call Detail Recording feature code F9 16 filter types 16 hospitality records 16 minimum call duration 16 Report format Norstar Real Time 47 Norstar call charges 61 SL 1 41 report formats Call Detail Recording Norstar 13 SL 1 13 SL 1 Standard 43 Report Options Call Detail Recording 11 report type SL 1 41 report types Call Detail Recording Norstar 45 SL 1 41 Norstar all 49 reports Bearer Capability 51 Busy 50 Call Detail Recording 41 assigning filters 15 Norstar 41 SL 1 41 SL 1 CLID 43 SL 1 report options 42 physical lines 50 SL 1 41 target line 50 RINGING record 49 S security Call De
69. rs in dollars or pulse units Figure 65 Charges in dollars SaseSeSS 07 19 00 16 13 11 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 54672 CALL CHARGE 123 45 00 00 08 CALL RELEASED Figure 66 Charges in lira Sasa s5 07 19 00 16 16 56 LINE 0181 LINE 285 BC SPEECH 00 00 00 OUTGOING CALL DIGITS DIALED 98 CALL CHARGE 123 Lira 00 00 03 CALL RELEASED Call Detail Recording System Administration Guide 62 Chapter 4 Call Detail Recording reports Figure 67 Charges in units 00 00 00 00 00 04 07 19 00 16 BC SPEECH OUTGOING CALL DIGITS DIALED CALL CHARGE CALL RELEASED 7 28 15 LINE 0181 LINE 285 546 456 PULSES Figure 68 No charge 00 00 00 00 00 03 07 19 00 16 BC SPEECH OUTGOING CALL DIGITS DIALED CALL CHARGE CALL RELEASED 2 29 40 LINE 0181 LINE 285 55 Figure 69 Charges not available 00 00 00 00 00 02 07 19 00 16 BC SPEECH OUTGOING CALL CALL RELEASED 126213 LINE 0181 LINE 285 00 00 02 CALL RELEASED N0060599 Index 63 Index A accessing Call Detail Recording livestream 38 account code list descriptions 17 account codes feature code 17 Ad Hoc Multiparty Conferencing Feature 43 administration User Group administration 21 AOCE advice of charges at end of call SL 1 reports 44 applications Call Detail Recording 11 livestream
70. sword If your username and password are going to be used with CDR Livestream they must match the username and password you use to log in to your personal computer If CDR Pull Client or a third party client is used then your username and password must match the username and password information programmed into the client For a pull client a good security practice is to avoid using a Windows log in and password This can compromise your personal computer and all the CDR data if the username and password were not secure To set up a CDR user account 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Administrator Access folder and click Accounts and Privileges The Accounts and Privileges panel appears with the Current Account tab displayed N0060599 Chapter 3 Configuring and managing CDR data 27 Click the View by Groups tab From the Groups list select CDR application The details for the CDR group appears in the lower panel In the lower panel click the Members tab Click Add The Add Account to Group dialog box appears 7 Select the User Account you want to add and click OK Transferring the Data Files using a Pull Transfer To transfer Call Detail Recording data files using a Pull Transfer you must e set the Data Transfer type to Pull e configure the client PC to start the transfer Setting the Data Transfer type to Pull When you set the transfer type to
71. t file you want to select Note If there is no BCM List file or if you want to add another BCM List file refer to Creating a BCM List file on page 29 3 Click the BCM List file you want to use and click Open Configuring the systems on the BCM List file After you have selected or created the BCM List file you need to configure the connection information for the BCM 4 0 systems on the list Configuring the connection information includes the following e Adding a system to the BCM List file e Modifying a system on the BCM List file e Deleting a system from the BCM List file Adding a system to the BCM List file To add a BCM 4 0 system to the BCM List file 1 Select the BCM List file to which you want to add this Business Communications Manager system In the Name field type the System Name of the Business Communications Manager system In the IP Address box type the IP address of the Business Communications Manager system 4 Inthe User ID box type the username for the User Profile you want the CDR Pull Client to use to connect to the Business Communications Manager system Note The user name you must enter in the User ID box is the name you gave the user profile that you created For more information about creating users and user profiles refer to the BCM 4 0 Administration Guide N0016868 Note The User Profile you use must be assigned to the CDRUserGroup For more information about
72. tail Recording 21 call record 7 service TIE 52 services call by call 52 PUBLIC 52 voice mail 53 set numbers auto attendant 49 Call Detail Recording System Administration Guide 68 Index call center 49 v SL 1 Call Detail Recording standard report format 43 Calling Line Identification format 41 Standard format 41 SL 1 records As Hoc Multiparty Conferencing 43 voice mail service 53 Voice over IP calls 52 SL 1 report format Call Detail Recording 13 SL 1 reports Call Detail Recording field definitions 41 letter codes 42 report options 42 target line physical line 44 field definitions line 1 41 line 2 42 Standard Hospitality record format 49 Standard Norstar reports Call Detail Recording 46 Standard reports line descriptions 56 station set numbers Auto Attendant 44 Call Detail Recording Auto Attendant 44 Contact Center 44 Contact Center 44 System Administrator Call Detail Recording role 7 tasks 7 T Target Line Busy report 50 target line 50 TIE service 52 U User Group administration Call Detail Recording 21 using Call Detail recording livestream 38 N0060599
73. the Zip CDR files before fetching check box Compressing the file before sending it reduces the amount of time required to transfer the information If you want BCM 4 0 to delete the Call Detail Recording data files after it has successfully sent the files select the Delete Downloaded CDR files from BCM check box Click OK The New CDR Pull Schedule screen closes and the new scheduled Pull Transfer appears in the Schedule Information box To delete a Pull Transfer schedule 1 2 In the Schedule Information field click the Pull Transfer schedule that you want to delete Click Delete N0060599 Chapter 3 Configuring and managing CDR data 33 The scheduled Pull Transfer is removed from the Scheduled Information box Exiting from the CDR Pull Client When you have finished adding BCM 4 0 systems and scheduling Pull Transfers you can exit from the CDR Pull Client The Pull Transfers that you have scheduled will run even if the CDR Pull Client is closed To exit from the CDR Pull Client click the OK button at the bottom of the CDR Pull Sample Application screen To read and reset transfer statistics 1 In Element Manager on the Task Navigation panel click the Configuration tab The Configuration folders display Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed Click the Data File Transfer tab The following read onl
74. the calling number The number is a maximum of 12 characters 11 digits maximum and the and x characters There is always information in this field If no number is available either UNKNOWN or PRIVATE appears in this field As the Real time Hospitality record does not use this field it appears blank CLID name or DNIS number Shows the name which is a maximum of 15 characters If no name is available UNKNOWN appears in this field DNIS information in D records replaces this field The DNIS is a maximum of 10 digits In the Real time Hospitality record this field shows the room occupancy status indicator Call type Shows either long distance D or unknown U status Call state Contains a call state indicator followed by a carriage return and two line feeds Real time Hospitality record format The Ragtime Hospitality record shows four states of room occupancy bd vacant e basic N0060599 Chapter 4 Call Detail Recording reports 61 e mid e full Room number lengths range from one to five digits Figure 61 Room status vacant 012398 234900 12345 H V Figure 62 Room status basic 012398 234900 732 HB Figure 63 Room status mid 012398 234900 73 HM Figure 64 Room status full 012398 234900 7 H F Advice of charges at end of call On ISDN ETSI lines only the cost of a call is available on a Norstar record Cost appea
75. tion set numbers If the Auto Attendant answers incoming calls the station set number reports with the DN of the Auto Attendant If Call Center answers incoming calls the station set number reports with the Control DN CDN of the Skillset that answers the call Advice of charges at end of call AOCE On Integrated Services Digital Network ISDN ETSI lines only the cost of a call is available on an SL 1 record Cost appears in dollars or pulse units The maximum amount chargeable to an SL 1 account is 999999 or 99999 units N0060599 Chapter 4 Call Detail Recording reports 45 Figure 11 End of call with charges rounded down End of call with currency charges of 123 45 The amount is rounded down to the nearest dollar N 003 00 DN0285 T181000 07 19 16 43 00 00 02 999 00000 000123 Figure 12 End of call with charges rounded up End of call with currency charges of 123 50 The amount is rounded up to the nearest dollar N 002 00 DN0285 T181000 07 19 17 21 00 00 03 888 00000 000124 Figure 13 End of call with pulse charges End of call with pulse charges of 456 units N 012 00 DN0285 T181000 07 19 17 31 00 00 02 99 00456 000000 Figure 14 End of call with no charge End of call with zero charges N 013 00 DN0285 T181000 07 19 17 33 00 00 04 45678 00000 000000 Figure 15 Sample end of call with charges not available End of call with charges not available N 001
76. tsnscon saudanasdabageussennnaniaciastavavdensaudanadaduageranenteaeasinon 34 To transfer the Call Detail Recording information immediately ccseeeeeeeee 36 To mstl COR UA Uv cca cee ie cca eave scea beh s ath dainn ades tebudadsensatlavdasesndaadauasacdadulanante 37 Toaccess the COR Live ets ccrti a E vance A 38 To USE the CDR Livestream vecuicccsusscedcansisccdcdiaensneuectaasacad ctmetbncuetlwanacdediaansneuelevbsacdentaunien 38 To pint records as you view TCIM se cceciessscsenesussccnessvesstioasebuvactnaesues ansa ia ei 39 Call Detail Recording System Administration Guide 4 Task list N0060599 Contents 5 Contents Chapter 1 Gening Started ci eck sdb eceadeeensbiseteesaeeeneegee rages Paeceaees 7 POU BS Ue sie esd cb ies etal Aone ese Se hm Sen ge ee Sroka eed acs ra System Administrator rOle 0 c2ccnc cede lanbecewsceebecedeteeeeeewaw es 7 PMG I nb gitar tidied dense aan ae eee aa E aT A Baie ETE ETAT 8 Pole 0 eee ee eee E T EEE ee ee ee ee eee rr rrr eet ee 8 Symbols and conventions used in this guide 000 c eee eee 8 Reed PODGANE oreren Err ew dak A a ee ee Re eee ace 9 HOW 10 g l Holp ccc cece ee eee ARR R EERE SHE Re Ra ee ORS 10 Getting Help from the Nortel Web site 0 00 e eee ee 10 Getting Help over the phone from a Nortel Solutions Center 10 Getting Help through a Nortel distributor or reseller 0 0000 c eeu 10 Chapter 2 Configuring C
77. w a user to enter an account code when on a call The account code that is entered is registered and recorded in the BCM CDR record for that call The default feature code in BCM is 900 If 900 is being used for another application you can choose another code to represent CDR The feature code you designate can be any unused number between 900 and 999 You designate the feature code in Element Manager To designate the feature code 1 On the Task Navigation Panel click the Configuration tab The Configuration folders appear 2 Click the Telephony folder and click the Call Detail Recording task The Call Detail Recording panel appears with the Report Options tab displayed 3 In the Feature Code field enter a number between 00 and 99 The first digit 9 is provided Callers can now enter the Feature Code and then enter the appropriate Account Codes N0060599 Chapter 2 Configuring Call Detail Recording 17 Account Codes With Account Codes you can track telephone calls from your company to different clients or for telephone activities For example a caller contacting a billable client can enter an account code each time they call that client Callers can enter account codes for any incoming or outgoing calls Callers enter the feature code F9 followed by the account code Callers can enter an account code any time during an active call They cannot enter an Account Code when a call is on hold or when a configuration s
78. y Transfer Statistics are displayed in the lower panel e Most recent successful transfer e Number of successful transfers e Most recent failed transfer e Reason for failure e Number of failed transfers e Largest file transferred e Smallest file transferred e Total number of bytes transferred Total number of files transferred To reset the statistics click Reset Statistics Using CDR Push Transfer To use the CDR Push Transfer the following are required an FTP Server application installed on a central client the FTP Server application configured to receive connections from the desired BCM 4 0 systems write permissions granted to use the appropriate directories to put the transferred files a ZIP UNZIP utility installed if using the file compression feature a username password defined for use by the BCM 4 0 system that has the appropriate access for FTP transfer Call Detail Recording System Administration Guide 34 Chapter 3 Configuring and managing CDR data e a BCM configured to push the files to the central client Setting Up the FTP server application Follow the configuration instructions for the FTP server application you have selected for the central client You must decide whether to use anonymous FTP or a username and password combination to access the FTP server For security reasons it is recommended to have a username and password Pushing Call Detail Recording information You can push CDR in

Avaya BCM 4.0 Call Detail Recording System User's Manual

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