Avaya Call Detail Recording System Manual do Utilizador

BCMBusiness Communications ManagerDocument Status: StandardDocument Version: 03.01Document Number: NN40010-602Date: November 2006Call Detail Recording

10 Chapter 1 Getting startedNN40010-602NN40010-602How to get HelpThis section explains how to get help for Nortel products and services.Getting Help f

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

12 Chapter 2 Configuring Call Detail RecordingNN40010-602NN40010-602Figure 1 The Report Options pageTable 1 Report OptionsParameter OptionsFormatS

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 RecordingNN40010-602NN40010-602Assign the Norstar report typeFrom the Report Options page, you can assign the Nor

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 RecordingNN40010-602NN40010-6025 Select the Hospitality records check box, if you require hospitality records.Cre

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 RecordingNN40010-602NN40010-602To assign, change or delete Prefix Filters1 On the Task Navigation Panel, click th

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 RecordingNN40010-602NN40010-602Configuring Leading Digits SuppressionYou can configure CDR so that personal ident

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 dataNN40010-602NN40010-602Configuring CDR Report File SettingsBefore you begin to transfer the CDR data file

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 dataNN40010-602NN40010-602Managing CDR dataCDR provides three methods to manage data:• Pull Transfer• Push T

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 dataNN40010-602NN40010-602• an application that uses the CDR toolkit to download the CDR data• a ZIP/UNZIP u

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 dataNN40010-602NN40010-602To install the CDR Pull Client1 Exit any Windows programs that are running.2 Start

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 dataNN40010-602NN40010-602Selecting a BCM List fileWhen you start the CDR Pull Client, you must select a BCM

Chapter 3 Configuring and managing CDR data 31Call Detail Recording System Administration GuideModifying a system on the BCM List fileTo change the co

32 Chapter 3 Configuring and managing CDR dataNN40010-602NN40010-602If you select a date, the CDR Pull Client will perform a Pull Transfer once a mont

Chapter 3 Configuring and managing CDR data 33Call Detail Recording System Administration GuideTo read and reset transfer statistics1 In Element Manag

34 Chapter 3 Configuring and managing CDR dataNN40010-602NN40010-602Pushing Call Detail Recording informationYou can push CDR information immediately

Chapter 3 Configuring and managing CDR data 35Call Detail Recording System Administration GuideRemote passwordApplies only to PushEnter the FTP login

36 Chapter 3 Configuring and managing CDR dataNN40010-602NN40010-602Transferring Call Detail Recording information immediatelyWhen you select the Push

Chapter 3 Configuring and managing CDR data 37Call Detail Recording System Administration GuideUsing CDR LivestreamThe CDR Livestream is an applicatio

38 Chapter 3 Configuring and managing CDR dataNN40010-602NN40010-602Call Detail Recording displayWith the CDR Livestream you can monitor records remot

Chapter 3 Configuring and managing CDR data 39Call Detail Recording System Administration GuideTo print records as you view them1 Select the record yo

4 Task listNN40010-602NN40010-602

40 Chapter 3 Configuring and managing CDR dataNN40010-602NN40010-602

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

42 Chapter 4 Call Detail Recording reportsNN40010-602NN40010-602SL-1 report optionsCall Detail Recording generates the SL-1 report options using lette

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 reportsNN40010-602NN40010-602Figure 7 Incoming call with CLIDAn incoming call on line 38 to station set 2221 with

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 reportsNN40010-602NN40010-602Norstar Standard reportsNorstar Standard reports start with a header line that contain

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 reportsNN40010-602NN40010-602You can use the record information to drive external PC database applications; for exa

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 reportsNN40010-602NN40010-602Figure 26 Room status basicA Standard Hospitality record with room 732 status set as

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 reportsNN40010-602NN40010-602Figure 33 PRIAn incoming call using the TIE service with service ID 0 and the corres

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 reportsNN40010-602NN40010-602• extension responsible for the external call forward• reason for the external call fo

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 reportsNN40010-602NN40010-602Figure 40 Real-time record formatThis figure shows the lines available for printing

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 reportsNN40010-602NN40010-602Figure 47 Hold and off-hold linesThe line that appears if a call is put on hold or t

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

6 ContentsNN40010-602NN40010-602Starting the CDR Pull Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Conf

60 Chapter 4 Call Detail Recording reportsNN40010-602NN40010-602Figure 60 Sample external call forwardThe line that appears if a call is externally

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 reportsNN40010-602NN40010-602Figure 67 Charges in unitsFigure 68 No chargeFigure 69 Charges not available----

63Call Detail Recording System Administration GuideGlossaryAccount feature codeA three-digit number that enables users to enter a Call Detail Recordin

64NN40010-602NN40010-602External Call ForwardA BCM telephone configured to forward calls to destinations external to the system using outgoing lines.H

Index 65Call Detail Recording System Administration GuideIndexAaccessingCall Detail Recordinglivestream 38livestreamElement Manager 38account code

66 IndexNN40010-602NN40010-602livestreamaccessing 38managing data 21Norstarassigning a report format 13Norstar CLID reportsfield definitions 4

Index 67Call Detail Recording System Administration Guidereport filtersdescriptions 16Call Forward ALl Calls 53Call Forward Busy 53Call Forward

68 IndexNN40010-602NN40010-602CLID report 46field definitionsNorstar reportsCLID 55real-time 56standard 55formatsdateCall Detail Recording 1

Index 69Call Detail Recording System Administration Guideoff-hold line 57outgoing line 56password 58physical line 58restart line 56room stat

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

70 IndexNN40010-602NN40010-602SsecurityCall Detail Recording 21call record 7serviceTIE 52servicescall-by-call 52PUBLIC 52voice mail 53set

8 Chapter 1 Getting startedNN40010-602NN40010-602AudienceThis guide is intended for people who install and configure the Multimedia Contact Center app

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