Avaya Call Detail Recording System Manual do Utilizador

BCM50 3.0Business Communications ManagerDocument Status: StandardDocument Version: 02.02Part Code: NN40020-605Date: November 2009Call Detail Recording

10 Chapter 1 Getting startedNN40020-605NN40020-605AudienceThis guide is intended for people who install and configure the Multimedia Contact Center ap

Chapter 1 Getting started 11Call Detail Recording System Administration GuideRelated publicationsRelated publications are listed below. To locate spec

12 Chapter 1 Getting startedNN40020-605NN40020-605

13Call Detail Recording System Administration GuideChapter 2Configuring Call Detail RecordingThe CDR application collects many different kinds of info

14 Chapter 2 Configuring Call Detail RecordingNN40020-605NN40020-605Figure 1 The Report Options pageTable 1 Report OptionsParameter OptionsFormatS

Chapter 2 Configuring Call Detail Recording 15Call Detail Recording System Administration GuideReport formats and typesCall Detail Recording can gener

16 Chapter 2 Configuring Call Detail RecordingNN40020-605NN40020-605Assign the Norstar report typeFrom the Report Options page, you can assign the Nor

Chapter 2 Configuring Call Detail Recording 17Call Detail Recording System Administration GuideTo assign the Header Format1 On the Task Navigation Pan

18 Chapter 2 Configuring Call Detail RecordingNN40020-605NN40020-6055 Select the Hospitality records check box, if you require hospitality records.Cre

Chapter 2 Configuring Call Detail Recording 19Call Detail Recording System Administration GuideAccount CodesWith Account Codes you can track telephone

Copyright © 2006–2009 Nortel Networks, All Rights Reserved.The information in this document is subject to change without notice. The statements, confi

20 Chapter 2 Configuring Call Detail RecordingNN40020-605NN40020-605To assign, change or delete Prefix Filters1 On the Task Navigation Panel, click th

Chapter 2 Configuring Call Detail Recording 21Call Detail Recording System Administration GuideInclude call charge info Yes/NoSupports charges on call

22 Chapter 2 Configuring Call Detail RecordingNN40020-605NN40020-605Configuring Leading Digits SuppressionYou can configure CDR so that personal ident

23Call Detail Recording System Administration GuideChapter 3Configuring and managing CDR dataThis section contains information on:• Call Detail Record

24 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605Configuring CDR Report File SettingsBefore you begin to transfer the CDR data file

Chapter 3 Configuring and managing CDR data 25Call Detail Recording System Administration Guide4 Use the File Settings table to configure the size of

26 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605You can download the CDR files using the Data File Transfer feature. For more info

Chapter 3 Configuring and managing CDR data 27Call Detail Recording System Administration GuidePush TransferWith Push Transfer, the system sends the C

28 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605• “Using CDR Push Transfer” on page 36• “Using CDR Livestream” on page 40Using CDR

Chapter 3 Configuring and managing CDR data 29Call Detail Recording System Administration Guide• an application that uses the CDR toolkit to download

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

30 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-6053 Click the View by Groups tab.4 From the Groups list select CDR application.The d

Chapter 3 Configuring and managing CDR data 31Call Detail Recording System Administration GuideTo install the CDR Pull Client1 Exit any Windows progra

32 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605Configuring the BCM List fileA BCM List file is a file that stores the connection

Chapter 3 Configuring and managing CDR data 33Call Detail Recording System Administration GuideSelecting a BCM List fileWhen you start the CDR Pull Cl

34 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605Modifying a system on the BCM List fileTo change the connection information for a

Chapter 3 Configuring and managing CDR data 35Call Detail Recording System Administration GuideIf you select a date, the CDR Pull Client will perform

36 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605To read and reset transfer statistics1 In Element Manager, on the Task Navigation

Chapter 3 Configuring and managing CDR data 37Call Detail Recording System Administration GuidePushing Call Detail Recording informationYou can push C

38 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605Remote passwordApplies only to PushEnter the FTP login password that BCM50 uses wh

Chapter 3 Configuring and managing CDR data 39Call Detail Recording System Administration GuideTransferring Call Detail Recording information immediat

4 Task listNN40020-605NN40020-605

40 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605Using CDR LivestreamThe CDR Livestream is an application that you can use to monit

Chapter 3 Configuring and managing CDR data 41Call Detail Recording System Administration GuideCall Detail Recording displayWith the CDR Livestream yo

42 Chapter 3 Configuring and managing CDR dataNN40020-605NN40020-605To print records as you view them1 Select the record you want to print or right-cl

43Call Detail Recording System Administration GuideChapter 4Call Detail Recording reportsCall Detail Recording (CDR) provides two types of reports:• “

44 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605SL-1 report optionsCall Detail Recording generates the SL-1 report options using lette

Chapter 4 Call Detail Recording reports 45Call Detail Recording System Administration GuideSL-1 Standard reportsThe following figures show examples of

46 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 7 Incoming call with CLIDAn incoming call on line 38 to station set 2221 with

Chapter 4 Call Detail Recording reports 47Call Detail Recording System Administration GuideFigure 11 End of call with charges rounded downEnd of cal

48 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Norstar Standard reportsNorstar Standard reports start with a header line that contain

Chapter 4 Call Detail Recording reports 49Call Detail Recording System Administration GuideCall typeThe third line is the call type. This line appears

Contents 5Call Detail Recording System Administration GuideContentsTask list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

50 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605You can use the record information to drive external PC database applications; for exa

Chapter 4 Call Detail Recording reports 51Call Detail Recording System Administration GuideNorstar All reportThis report contains Standard, CLID Infor

52 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 26 Room status basicA Standard Hospitality record with room 732 status set as

Chapter 4 Call Detail Recording reports 53Call Detail Recording System Administration GuideFigure 30 Busy call with DIDTarget line busyA call rings

54 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 33 PRIAn incoming call using the TIE service with service ID 0 and the corres

Chapter 4 Call Detail Recording reports 55Call Detail Recording System Administration GuideFigure 35 Incoming call with DNISCall connected digit sep

56 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605• extension responsible for the external call forward• reason for the external call fo

Chapter 4 Call Detail Recording reports 57Call Detail Recording System Administration GuideNorstar report field definitionsFigure 39 Standard and CL

58 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 40 Real-time record formatThis figure shows the lines available for printing

Chapter 4 Call Detail Recording reports 59Call Detail Recording System Administration GuideFigure 41 Start header lineThe header line indicates the

6 ContentsNN40020-605NN40020-605Starting the CDR Pull Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Conf

60 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 47 Hold and off-hold linesThe line that appears if a call is put on hold or t

Chapter 4 Call Detail Recording reports 61Call Detail Recording System Administration GuideFigure 54 Account code lineThe line that appears if an ac

62 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 60 Sample external call forwardThe line that appears if a call is externally

Chapter 4 Call Detail Recording reports 63Call Detail Recording System Administration Guide•mid•fullRoom number lengths range from one to five digits.

64 Chapter 4 Call Detail Recording reportsNN40020-605NN40020-605Figure 67 Charges in unitsFigure 68 No chargeFigure 69 Charges not available----

Glossary 65Call Detail Recording System Administration GuideGlossaryAccount feature codeA three-digit number that enables users to enter a Call Detai

66NN40020-605NN40020-605External Call ForwardA BCM 4.0 telephone configured to forward calls to destinations external to the system using outgoing lin

Index 67Call Detail Recording System Administration GuideIndexAaccessingCall Detail Recordinglivestream 41livestreamElement Manager 41account code

68 IndexNN40020-605NN40020-605livestreamaccessing 41managing data 23Norstarassigning a report format 15Norstar CLID reportsfield definitions 4

Index 69Call Detail Recording System Administration Guidereport filtersdescriptions 18Call Forward ALl Calls 55Call Forward Busy 55Call Forward

7Call Detail Recording System Administration GuideHow to get helpThis section explains how to get help for Nortel products and services.Getting Help f

70 IndexNN40020-605NN40020-605CLID report 48field definitionsNorstar reportsCLID 57real-time 58standard 57formatsdateCall Detail Recording 1

Index 71Call Detail Recording System Administration Guidehold line 59invalid password line 60last line 60off-hold line 59outgoing line 58pas

72 IndexNN40020-605NN40020-605SL-1 report options 44physical lines 52SL-1 43target line 52RINGING record 51SsecurityCall Detail Recording

8 How to get helpNN40020-605NN40020-605

9Call Detail Recording System Administration GuideChapter 1Getting startedThis section contains information on the following topics:• “About this guid