AltiGen comm MAXCS 87 CDR Manual
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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 76 CDR Manual 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 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 NodeIDServer ID (System ID) assigned to a MAXCS system in MaxAdminLONGvalue: 1–100 WGNumWorkgroup NumberLONG ExtNumAgent NumberLONG 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 StartTimeG MTOffsetOffset to GMT time when the extension is created, includes daylight savings, in seconds; ex: Pacific Summer time 25200 LONGFormat: yyyymmdd Database ElementDefinitionTypeSpecification
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 TimeStampStart TimeLONG OrgCallerIDOriginal Caller IDLONGFor the return call, this is the Caller ID of the original call OrgCallNameOriginal Caller NameLONGFor the return call, this is the caller name of the original call CallbackNum berCallback NumberLONGFor the callback request, the callback number LeavingQueu ePosPosition in Queue when leaving the queueLONGFor the callback request, the position in the queue when the caller requested a return call OriginateTim eCallback timeLONGFor the callback request, the time the callback attempt is made. RequestWGCallback request workgroupLONGThe workgroup queue where the caller requested a return call TargetWGCallback target workgroupLONGThe target workgroup who attempted to place the return call (call back) CallbackSess ionIDCallback Session IDLONGSame as the Request call CDR Session ID Database ElementDefinitionTypeSpecification
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 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 Abandoned, Park, System Park, Conference, Call Monitor, Transfer Cancel, Call Redirect, Call Pick Up, Dial Cancel. Unanswered Calls include calls abandoned while in these states: AA, Forward, RNA, Queue, Voicemail, WG abandoned, Call Redirect, No More Session, Pick Up By and Dial Cancel.
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 Exact Set Callee to Trunk All connected incoming trunk calls for a particular extension Set Type to Connected Calls Set Caller to Trunk Set Callee to Extension, enter particular extension, select Exact All internal and external calls from a particular extension Set Type to Connected Calls Set Caller to Extension, enter the particular extension, select Exact Set Callee to All All incoming (trunk to extension and trunk to trunk) calls (system-wide) originated by extensionsSet Type to Connected Calls Set Caller to Trunk Set Callee to All All internal and external connected calls (system-wide)Set Type to Connected Calls Set Caller to Extension Set Callee to All All incoming calls to a particular extension from trunkSet Type to All Set Caller to Trunk Set Callee to Extension All internal calls Set Type to Connected Calls Set Caller to Extension Set Callee to Extension
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 Workgroup Number, select Inbound Set Sort By to Agent All incoming workgroup calls per workgroupSet Type to Connected Calls Enter Workgroup Number, select Inbound Set Sort By to N/A All unanswered calls by workgroupSet Type to Unanswered Calls Enter Workgroup Number, select Both Set Sort By to N/A or Date/Time All workgroup voicemail messages by workgroupSet Type to Messages Enter Workgroup Number, select Both Set Sort By to Workgroup All calls to workgroupSet Type to All Calls Enter Workgroup Number, select Both Set Sort By to N/A or Date/Time All calls to workgroup via specific DNISSet Type to All Calls Enter Workgroup Number, select Both Enter DNIS digits, select Exact Set Sort By to Workgroup To run a search on: Use these fields and settings:
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 Ext. 309. The result is three sessions logged for this event. Figure 1. CDR record sessions for Example 1 Example 2—External party calls and connects directly to Ext. 105. The result is one sessions logged for this event. All trunks busy for workgroup trunks (for outbound calls)Set Type to All Trunks Busy Enter Workgroup Number, select Outbound Set Sort By to N/A All Unanswered Calls by AgentSet Type to Unanswered Enter Workgroup Number, select Both Set Sort By to Agent To run a search on: Use these fields and settings:
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