AltiGen comm MAXCS 87 CDR Manual
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Using CDR SearchCDR Manual 15 Note: This option is available only wh en the external logger service is installed on the SQL Server, and External CDR Logging is enabled. Consult your system administrator for more information. Logging in - Workgroup Supervisor Login 1. From the Windows Start menu, select Programs > CDR Search > CDR Search 8.0 . 2. Enter the IP address or name of the Server. 3. Enter your Extension an d Password . Check the Save password check box to store your log in password for the next time you access CDR Search.
Logging In 16 CDR Manual Note: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the settings in MaxAdmin). 4. Select Workgro up supervisor login, and click OK. 5. In the CD R Server dialog box, select the dat abase containing the data you want to access, then click Select. Note: This option is available only wh en the external logger service is installed on the SQL Server, and External CDR Logging is enabled. Consult your system administrator for more information. 6. In the Password pane l th at opens, select the workgroups you w ant, enter the password for each, and click OK to open the CDR Search main window.
Using CDR SearchCDR Manual 17 This will allow access to the workgroup CDR a nd workgroup statistics. If you enter an invalid password, t he Password window reopens. A red X appears before t he problem workgroup. Re-enter the passwo rd and click OK. For multiple workgroups: If yo u re-enter an invalid password for one workgroup, the CDR Search main window will open, but the workgroup will not appear in the Workgroup list and thus will not be available as a search criterion.
Running a Search 18 CDR Manual Running a Search The CDR Search main window has three tabs: CDR, Group CDR, and WG Statistics. CDR Search CDR Search lets you search all calls, internal and external. To p erform th is search, you must log in as the administrator. 1. Select the time range for the search: •User Define—the From/To fields default to a range that includes the 10 previous days. Edit the date and time for a custom range. •Today—sets the From/To fields to the current date. •Last 7 Days—sets the From/To range to the previous seven days. •Session ID—searches calls by Session ID. 2. Select the Type of search: Note:If searching by Session ID, enter a Session ID number in the blank field, then press the Search button.
Using CDR SearchCDR Manual 19 • All Calls— calls involving: Auto Attendant/IVR, Ring No Answer, Queue, Voice Mail (no VM recorded or VM recorded), Connect, Logon, Logoff, All Tr unks Busy, No session, VM Access, Forward, Transfer, VM Notify, WG Ab andoned, Park, System Park, Conference, Call Monito r, Transfer Cancel, Call Redirect, Call Pick Up, Dial Cancel • Connected Calls & M essages—Connected Calls plus Messages (see below) • Connected Calls — incoming calls answered by a person, and outgoing calls that entere d “Connected” state Note: For CDR records, Conne cted Calls refer to cal ls in these states: connected, transfer, p ark, system park, conference call and transfer cancel. • Messages — incoming calls directed to voicemail • Unans wered Calls —incoming or outgoing calls not answered by a person
Running a Search 20 CDR Manual Note:For CDR records, Unanswered calls refer to calls abandoned while in these states: AA, forward, RNA, queue, voicemail, WG abandoned, call redirect, no more session, pick up by and dial cancel. Calls abandoned also include all calls routed to go somewhere other than a workgroup, where a workgroup has busy call handling set not to queue. •All Trunks Busy—outgoing calls aborted due to busy signals Note:See Table , “Table: CDRMAIN" for call data details. 3. Define the type of calls in the Caller/Callee fields and enter values for the Trunk and Extension, if applicable. •All—searches for both incoming and outgoing calls •To search for outgoing calls only—set Caller to Extension and Callee to Trunk, then enter the appropriate numbers •To search for incoming calls only— s e t C a l l e r t o T r u n k a n d C a l l e e to Extension, then enter the appropriate numbers •To search for internal (station to station) calls—set Caller and Callee to Extension Use the drop down lists (located to the right of the Caller and Callee value fields) to further define the value match for your record search: •Exact - retrieves records that exactly match the field value entered •Like - retrieves records that begin with the field value entered •Pat - retrieves records that contain the field value in any part of the extension/trunk digits. Example: “252” is the Callee value entered in the blank field. If exact is selected, any record with only “252” in the Callee field is retrieved. If like is selected with this value, any records where “252” begins the Callee field (for example, 252-9712, 252-9713) is retrieved. If pat is selected with this value, any records with “252” in any part of the Callee field is retrieved (for example, 252-9712, 946-2525). 4. In the search criteria fields, enter data for DNIS, Project, or Acct Code as desired. Use the drop-down lists (located to the right of the DNIS, Project and Acct Code value fields) to further define the value match for your record search:
Using CDR SearchCDR Manual 21 • Exact —retrieves records that exactly match the field value entered • Like —retrieves records th at beg in with the field value entered • Pat —retrieves records that contain t he field value in any part of the DNIS/Project/Acct Code digits. 5. Select to So rt by: • Date/Time— sorts day-by-day (or hour-by-hour if you select Today as the time range for the search). • Extension — sorts by extension. • Trunk —sorts by trunk . • N/A —search without sorting, retriev es total number of records. Note: For faster sear chin g, using N/A to sort records is recommended. (For example, when you search for Connected Calls, the time range as “Today,” and sorting by N/A, CDR will retrieve the total number of connected calls for “today.” Note: If the time range for the search is less than 1 day, and Date/T ime is selected for Sort by, CDR will list records hou rly. If time ran ge for the search is longer than 1 day, and Date/Time is selected for Sort by, CDR will list records daily. 6. Click Search. Du ring the search, a progress window opens. . To cancel the search, click Cancel. 7. Search results appear in the Sum mary window. Refer to “Search Results” for details on workin g with search res ults.
Running a Search 22 CDR Manual Group CDR Search Group CDR search l ets you specify a search by group. To perform this search, you can log in as the ad ministrator or as a workgroup s upervisor. 1. Select the time ra nge for the search: • User Define — the From/To fields default to a range that includes the 10 previous days. Edit the da te and time for a custom range. • Today —sets the From/To fie lds to the current date • Last 7 Days — sets the From/To range to the previous seven days 2. Select the Type of search: • All Calls— calls involving: Auto Attendant/IVR, Ring No Answer, Queue, Voice Mail (no VM recorded or VM recorded), Connect, Logon, Logoff, All Trunks Busy, No session, VM Access, Forward, Transfer, VM Notify, WG Ab andoned, Park, System Park, Conference, Call Monitor, Transfer Cancel , Call Redirect, Call Pick Up, Dial Cancel Note: When searching for All Calls in WG CDR, the search resul ts will not include workgroup agent login/logout, as the system does not recognize logging in/out as a call. • Connected Calls & Messages —Connected Calls plus “Messages” (see below)
Using CDR Search CDR Manual 23 •Connected Calls—incoming calls answered by agent and outgoing calls made by agent (when an Outgoing Workgroup is selected for the agent in the Workgroup Extension Configuration in MaxAdministrator). •Messages—calls directed to voicemail •Unanswered Calls—incoming calls not answered by agent or workgroup (abandoned in AA, forward, RNA, queue, voicemail, WG abandoned, call redirect, no more session, pick up by and dial cancel). Calls abandoned also include all calls routed to go somewhere other than a workgroup, where a workgroup has busy call handling set not to queue. •All Trunks Busy—outgoing calls aborted due to busy signals •Agent Login/out—calls sorted by the login/out times of workgroup member extension numbers Note:See Table , “Table: CDRMAIN" for call data details. 3. Select the Workgroup whose call records you want to search. 4. In the search criteria fields, enter data for Caller, Target, DNIS, Project, or Acct Code as desired. Use the drop-down lists (located to the right of the Caller, Target, DNIS, Project or Acct Code value fields) to further define the value match for your record search: •Exact—retrieves records that exactly match the field value entered •Like—retrieves records that begin with the field value entered •Pat— retrieves records that contain the field value in any part of the extension/trunk digits. 5. Select to Sort by: •Date/Time—sorts day-by-day (or hour-by-hour if you select Today as the time range for the search) •Agent—sorts by agent •Workgroup—sorts by workgroup •Trunk—sorts by trunk •N/A—search without sorting, retrieves total number of records. Note:For faster searching, using N/A to sort records is recommended.
Running a Search 24 CDR Manual (For example, when you search for Connected Calls, the time range as “Today,” and sorting by N/A, CDR will retrieve the total number of connected calls for “today.” Note:If the time range for the search is less than 1 day, and Date/Time is selected for Sort by, CDR wi ll l ist records hou rl y. If ti me range for the search is longer than 1 day, and Date/Time is selected for Sort by, CDR will list records daily. 6. Click Search. During the search, a progress window appears. 7. To cancel the search, click Cancel. Search results appear in the Summary window. Refer to “Search Results” on page 25 for details on working with search results. Workgroup Statistics Search Workgroup Statistics lets you search workgroup call data (rtmData.mdb records) captured from the real-time monitoring function in the Workgroup Statistics tab of the MaxSupervisor client. To perform this search, you can log in as the administrator or as a workgroup supervisor.