AltiGen comm MAXCS 87 CDR Manual

Records and Data Schema
CDR Manual 75
Table: EXTINFORMATION
NumInOverflowWithin
SLT
WG calls overflowed to 
other target with wait time 
less than or equal to 
Service Level Threshold 
within report longerval 
(QueueTime+RingTime 

Data Schema
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Table: WGMEMBER
StartTime
GMT timestamp when extension is 
created; seconds since 01/01/
1970 00:00:00. 0 means the 
extension has been created for the 
first time. Non-zero means actual 
start time.
LONG
EndTimeGMT timestamp when the 
extension is removedLONG
StartTimeGM
TOffsetOffset to GMT time when the 
extension is created, includes 
daylight savings, in seconds; ex: 
Pacific Summer time 25200
LONGFormat: 
yyyymmdd
EndTimeGM
TOffsetOffset to GMT time when the 
extension is...

Records and Data Schema
CDR Manual 77
Table: WGCALLBACK
EndTimeGM
TOffsetOffset to GMT time when the 
extension is removed, includes 
daylight savings, in seconds; ex: 
Pacific Summer time 25200
LONGFormat: 
yyyymmdd
RevisionIDRevision ID, beginning from 0; the 
bigger the number, the older the 
recordLONG
Database 
ElementDefinitionTypeSpecification
VersionVersion of the 
recordLONG2 = OE/ACM 5.0A
SessionIDCallback Attempt 
CDR Session IDLONGThe link to the main CDR
LocalDayStart DateLONGYYYYMMDD...

Data Schema
78 CDR Manual
SequenceIDCallback attempt IDLONG
0 - Original request call
1 and up, - Sequence ID of the 
attempted return calls
ExitStatusCallback exit statusLONG
For return call (callback) 
attempts
1 - Requested
2 - RNA
3 - Busy
4 - Rejected
5 - Succeeded
Database 
ElementDefinitionTypeSpecification 

CDR Manual 79
CHAPTER 6 
CDR / Workgroup CDR Search: 
Typical Searches
This section contains examples of how to run various CDR and Workgroup 
CDR searches that are typically used by call centers. Identify the type of 
search you would like to perform, go to the CDR Search main window, 
define the search date, set the fields and settings as directed, then click the 
Search button to run the search.
Note:Connected Calls include Connected Calls, Transferred Calls and 
Conference Calls.
All includes Auto...

Example CDR Searches
80 CDR Manual
Example CDR Searches
To run a search on:Use these fields and settings:
All outgoing trunk calls, system-
wideSet Type to Connected Calls
Set Caller to All
Set Callee to Trunk
All incoming trunk calls, system-
wide
Set Type to Connected Calls
Set Caller to Trunk
Set Callee to Extension, enter particular 
extension, select Exact
All outgoing trunk calls for a 
particular extension
Set Type to Connected Calls
Set Caller to Extension, enter particular 
extension, select...

CDR / Workgroup CDR Search: Typical Searches
CDR Manual 81
Example Workgroup CDR Searches
All internal calls to/from a particular 
extension
Set Type to Connected Calls
Set Caller to Extension, enter particular 
extension, select Exact
Set Callee to Extension, enter particular 
extension, select Exact
All trunks busy
Set Type to All Trunks Busy
Set Caller to All
Set Callee to All
To run a search on: Use these fields and settings:
All incoming workgroup calls per 
agentSet Type to Connected Calls
Enter...

Example Call Sequences and their Effect on CDR Records
82 CDR Manual
Example Call Sequences and their Effect on 
CDR Records
One objective of the CDR record is to track the talk time of agents and 
individuals for incoming and outgoing calls. Many call sequences are 
possible. The following are examples of inbound and outbound calls to a 
call center and sequences of recorded results in the CDR Detail report:
Example 1—Ext. 102 calls Operator, Operator transfers Ext. 102 to Ext. 
309, Ext. is connect to...

CDR / Workgroup CDR Search: Typical Searches
CDR Manual 83
Figure 2. CDR record sessions for Example 2
Example 3—External party calls office and gets Automated Attendant, 
then dials out Operator. The result is two sessions logged for this event.
Figure 3. CDR record sessions for Example 3 

Example Call Sequences and their Effect on CDR Records
84 CDR Manual