Avaya BCM 4.0 Call Detail Recording System User Manual

BCM 4.0Business Communications ManagerDocument Status: StandardDocument Version: 02Part Code: N0060599Date: June 2006Call Detail Recording System Admi

10 Chapter 1 Getting startedN0060599N0060599How to get HelpThis section explains how to get help for Nortel products and services.Getting Help from th

11Call Detail Recording System Administration GuideChapter 2Configuring Call Detail RecordingThe CDR application collects many different kinds of info

12 Chapter 2 Configuring Call Detail RecordingN0060599N0060599Figure 1 The Report Options pageTable 1 Report OptionsParameter OptionsFormatSL-1Nor

Chapter 2 Configuring Call Detail Recording 13Call Detail Recording System Administration GuideReport formats and typesCall Detail Recording can gener

14 Chapter 2 Configuring Call Detail RecordingN0060599N0060599Assign the Norstar report typeFrom the Report Options page, you can assign the Norstar r

Chapter 2 Configuring Call Detail Recording 15Call Detail Recording System Administration GuideTo assign the Header Format1 On the Task Navigation Pan

16 Chapter 2 Configuring Call Detail RecordingN0060599N00605995 Select the Hospitality records check box, if you require hospitality records.Creating

Chapter 2 Configuring Call Detail Recording 17Call Detail Recording System Administration GuideAccount CodesWith Account Codes you can track telephone

18 Chapter 2 Configuring Call Detail RecordingN0060599N0060599To assign, change or delete Prefix Filters1 On the Task Navigation Panel, click the Conf

Chapter 2 Configuring Call Detail Recording 19Call Detail Recording System Administration GuideInclude call charge info Yes/NoSupports charges on call

Copyright © 2006 Nortel Networks, All Rights ReservedAll rights reserved.The information in this document is subject to change without notice. The sta

20 Chapter 2 Configuring Call Detail RecordingN0060599N0060599Configuring Leading Digits SuppressionYou can configure CDR so that personal identificat

21Call Detail Recording System Administration GuideChapter 3Configuring and managing CDR dataThis section contains information on:• Call Detail Record

22 Chapter 3 Configuring and managing CDR dataN0060599N0060599Configuring CDR Report File SettingsBefore you begin to transfer the CDR data files, con

Chapter 3 Configuring and managing CDR data 23Call Detail Recording System Administration Guide4 Use the File Settings table to configure the size of

24 Chapter 3 Configuring and managing CDR dataN0060599N0060599Managing CDR dataCDR provides three methods to manage data:• Pull Transfer• Push Transfe

Chapter 3 Configuring and managing CDR data 25Call Detail Recording System Administration GuideReal-time dataYou use real-time data to view CDR record

26 Chapter 3 Configuring and managing CDR dataN0060599N0060599• an application that uses the CDR toolkit to download the CDR data• a ZIP/UNZIP utility

Chapter 3 Configuring and managing CDR data 27Call Detail Recording System Administration Guide3 Click the View by Groups tab.4 From the Groups list s

28 Chapter 3 Configuring and managing CDR dataN0060599N0060599To install the CDR Pull Client1 Exit any Windows programs that are running.2 Start a bro

Chapter 3 Configuring and managing CDR data 29Call Detail Recording System Administration GuideConfiguring the BCM List fileA BCM List file is a file

Task list 3Call Detail Recording System Administration GuideTask listTo configure Report Options ...

30 Chapter 3 Configuring and managing CDR dataN0060599N0060599Selecting a BCM List fileWhen you start the CDR Pull Client, you must select a BCM List

Chapter 3 Configuring and managing CDR data 31Call Detail Recording System Administration Guide5 In the Password field, type the password for the User

32 Chapter 3 Configuring and managing CDR dataN0060599N0060599To schedule a Pull Transfer1 In the BCM Names field, select the BCM 4.0 system for which

Chapter 3 Configuring and managing CDR data 33Call Detail Recording System Administration GuideThe scheduled Pull Transfer is removed from the Schedul

34 Chapter 3 Configuring and managing CDR dataN0060599N0060599• a BCM configured to push the files to the central clientSetting Up the FTP server appl

Chapter 3 Configuring and managing CDR data 35Call Detail Recording System Administration GuideIP Address or Machine NameApplies only to PushEnter the

36 Chapter 3 Configuring and managing CDR dataN0060599N0060599Transferring Call Detail Recording information immediatelyWhen you select the Push Now o

Chapter 3 Configuring and managing CDR data 37Call Detail Recording System Administration Guide4 Set the parameters on the Data File Transfer page to

38 Chapter 3 Configuring and managing CDR dataN0060599N0060599Note: The CDR Livestream application for BCM 4.0 only allows you to view records from a

Chapter 3 Configuring and managing CDR data 39Call Detail Recording System Administration GuideCall Detail Recording displayWith the CDR Livestream yo

4 Task listN0060599N0060599

40 Chapter 3 Configuring and managing CDR dataN0060599N0060599To print records as you view them1 Select the record you want to print or right-click on

41Call Detail Recording System Administration GuideChapter 4Call Detail Recording reportsCall Detail Recording (CDR) provides two types of reports:• “

42 Chapter 4 Call Detail Recording reportsN0060599N0060599SL-1 report optionsCall Detail Recording generates the SL-1 report options using letter code

Chapter 4 Call Detail Recording reports 43Call Detail Recording System Administration GuideSL-1 Standard reportsThe following figures show examples of

44 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 7 Incoming call with CLIDAn incoming call on line 38 to station set 2221 with CLID

Chapter 4 Call Detail Recording reports 45Call Detail Recording System Administration GuideFigure 11 End of call with charges rounded downEnd of cal

46 Chapter 4 Call Detail Recording reportsN0060599N0060599Norstar Standard reportsNorstar Standard reports start with a header line that contains the

Chapter 4 Call Detail Recording reports 47Call Detail Recording System Administration GuideCall typeThe third line is the call type. This line appears

48 Chapter 4 Call Detail Recording reportsN0060599N0060599You can use the record information to drive external PC database applications; for example,

Chapter 4 Call Detail Recording reports 49Call Detail Recording System Administration GuideNorstar All reportThis report contains Standard, CLID Infor

Contents 5Call Detail Recording System Administration GuideContentsChapter 1Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 26 Room status basicA Standard Hospitality record with room 732 status set as basic

Chapter 4 Call Detail Recording reports 51Call Detail Recording System Administration GuideFigure 30 Busy call with DIDTarget line busyA call rings

52 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 33 PRIAn incoming call using the TIE service with service ID 0 and the correspondin

Chapter 4 Call Detail Recording reports 53Call Detail Recording System Administration GuideFigure 35 Incoming call with DNISCall connected digit sep

54 Chapter 4 Call Detail Recording reportsN0060599N0060599• extension responsible for the external call forward• reason for the external call forward•

Chapter 4 Call Detail Recording reports 55Call Detail Recording System Administration GuideNorstar report field definitionsFigure 39 Standard and CL

56 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 40 Real-time record formatThis figure shows the lines available for printing by CDR

Chapter 4 Call Detail Recording reports 57Call Detail Recording System Administration GuideFigure 41 Start header lineThe header line indicates the

58 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 47 Hold and off-hold linesThe line that appears if a call is put on hold or taken o

Chapter 4 Call Detail Recording reports 59Call Detail Recording System Administration GuideFigure 54 Account code lineThe line that appears if an ac

6 ContentsN0060599N0060599Starting the CDR Pull Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Configurin

60 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 60 Sample external call forwardThe line that appears if a call is externally forwar

Chapter 4 Call Detail Recording reports 61Call Detail Recording System Administration Guide•mid•fullRoom number lengths range from one to five digits.

62 Chapter 4 Call Detail Recording reportsN0060599N0060599Figure 67 Charges in unitsFigure 68 No chargeFigure 69 Charges not available--------

Index 63Call Detail Recording System Administration GuideIndexAaccessingCall Detail Recordinglivestream 38account code listdescriptions 17account

64 IndexN0060599N0060599Norstar Standard reportsincoming call 46outgoing call 46parametersprogramming 11prefix filtersassigning 18deleting 1

Index 65Call Detail Recording System Administration Guideprefix filtersCall Detail Recording 18CL-1Call Detail Recording reports 41CLID reportsCal

66 IndexN0060599N0060599IiIdentification service 52Inward DialBusy Report 50LlanguagereportsCall Detail Recording 15letter codesCall Detail Reco

Index 67Call Detail Recording System Administration GuideCall Detail RecordingStandard 46Nostar reportsCLIDDNIS 52PPhysical linesNorstar 50physi

68 IndexN0060599N0060599call center 49SL-1Call Detail Recordingstandard report format 43Calling Line Identification format 41Standard format 4

7Call Detail Recording System Administration GuideChapter 1Getting startedThis section contains information on the following topics:• “About this guid

8 Chapter 1 Getting startedN0060599N0060599AudienceThis guide is intended for people who install and configure the Multimedia Contact Center applicati

Chapter 1 Getting started 9Call Detail Recording System Administration GuideRelated publicationsRelated publications are listed below. To locate speci