CHECKLIST FOR CDR INTEGRATIONS

Transcription

1 CHECKLIST FOR CDR INTEGRATIONS HOW TO PREPARE CDR INTEGRATIONS This document is intended to provide an overview of the requirements for preparing and configuring CDR integrations for the CyberTech Recording Solutions. INTRODUCTION In telecommunications, a Call Detail Record (CDR) (also Call Detail Recording) or Station Message Detail Recording (SMDR) is a record containing information about recent system usage, such as the identities of sources (points of origin), the identities of destinations (endpoints), the duration of each call, the amount billed for each call, the total usage time in the billing period, the total free time remaining in the billing period, and the running total charged during the billing period. The format of the CDR varies among telecom providers and call-logging software. Some software allows the CDR format to be configured by the user. CDRs may be output to a file, may be sent as packets on a network, or may be output from a serial port on a piece of telecom hardware. Where CDRs are stored by a telecom service provider, the records for a particular account can sometimes be downloaded at the request of the subscriber who holds that account. If the telecom provider supplies users with itemized bills, a CDR will show up in each bill, in a format similar to that of an itemized longdistance telephone bill supplied by a conventional telephone company. In a telephone exchange, a CDR contains information about all the calls passing through the exchange. The CDRs are generated by Automatic Message Accounting (AMA) and processed by the Billing support system (BSS). GENERIC CDR SOLUTION The CyberTech Generic CDR is used in combination with Trunk Side recording. The CDR solution adds CDR specific information fields to the recorded calls. The following call information is available from CDR. Extension or Agent ID (depending on telephone system) CLI Data Call Direction Extension or Agent ID is the reference number for a specific person in a call centre (Agent). If someone logs in on a specific phone, he or she will be known either by Extension or Agent ID. The CDR output will contain information about the answering party. If call centre agent answers an ACD call, the Agent ID will be shown in the CDR output. If a non call centre users answers a call, the Extension number will be shown in the CDR output. CDR Integrations 1

2 CDR MATCHING DETAILS The telephony system sends CDR data after each call. This output could even be minutes delayed. To find the right recording in the CyberTech Recording system, the CDR data has to be matched afterwards. The CDR integration matches calls based on the following criteria: (in order of importance) Recording Channel Recording Start Time Recording Duration (optional) Number Information The first criterion is the Recording Channel. In order to match channels, a list of connected channels is defined. This list contains the CDR channel reference for every CyberTech recording channel. SITE SURVEY Most CDR output formats are flexible, however the CyberTech CDR integration expects a specific format. To make sure there are no format mismatches, a site survey is mandatory before connecting CyberTech CDR integration to the PBX system. CDR layout mismatches might cause incorrect CyberTech CDR integration. Extensions or Agents will not be added to trunk side recorded calls. It will not affect recording as this does not depend on CDR integration. The site survey supplies site specific details like connectivity type and details, confirmation of the CDR output format and content. These site survey details must be send to CyberTech for analysis before connecting the actual CyberTech CDR integration. CyberTech will advice customers how to configure the CyberTech CDR integration for this specific PB. If needed minor CDR output layout adjustments can be made. CyberTech CDR layout is flexible and could easily be adjusted to CDR format changes. CDR Integrations 2

3 CDR Connectivity 1) Pbx type en software version PBX brand name and type PBX software version 2) What type of connection is used for CDR output: SubD9 serial connection, go to question 4 SubD25 serial connection, go to question 4 Network 3) What are the network connection details: IP address of PBX TCP/IP port and type (UDP/TCP) Logon (telnet) if applicable 4) What are the connection details: Baud rate (e.g. 9600,n,8,1) Distance CDR port pbx to recorder : (must not exceed 15m) CDR Output format The CDR output format is not always fixed. For some PBX systems this is format flexible. Pre-defined formats are then available. CyberTech CDR processing is build for a pre-defined CDR format. Verify if the pre-defined CDR format expected by the CyberTech CDR integration for the recorded PBX, exists in the PBX system. If so, select this pre-defined CDR format before creating any CDR traces. Known pre-defined formats are: - Alcatel CDR : Default metering fields - Ericsson CDR : Flex Format 4 CDR Integrations 3

4 1) CDR output format details Name of CDR output format : (pre-defined format) Is this a customized format : Yes / No 2) Create a TRACE of the CDR output format by connecting via HyperTerminal to the SubD9 or SubD25 serial output. For TCP/IP CDR formats, consult the PBX supplier (Telnet output could be captured using the DOS command telnet f trace.txt <pbx ip> <telnet port>. The trace MUST contain al least these situations. Fill in the Caller and Called number information in the below table: Inbound call which is answered : Caller number Inbound call which is transferred : Caller number : Transferred to Outbound call which is answered : Caller number Send this trace together with this completed Site Survey document. CDR Trunk type and channel references To match the CDR output with recorded calls, the trunk channel reference is used. This reference is defined in the PBX and identifies the trunk audio channels. Each audio channel MUST have a unique trunk reference. For each recorded trunk, the references (also called identifiers) must be known in order to install the recorder system properly. Also the physical position of the actual trunk connection to the public network is important. This is where the recorder will record from. Most probably an MDF (Main Distribution Frame) position. Fill in one of the following reference tables depending on trunk. CDR Integrations 4

5 Trunk type Analogue: Channel 1 MDF position: Trunk reference: Channel 2 MDF position: Trunk reference: Channel 3 MDF position: Trunk reference: Channel 4 MDF position: Trunk reference: Trunk type ISDN2 trunks: (Range of 2 channel references) ISDN2 1 MDF position Trunk references: and ISDN2 2 MDF position Trunk references: and ISDN2 3 MDF position Trunk references: and ISDN2 4 MDF position Trunk references: and ISDN2 5 MDF position Trunk references: and ISDN2 6 MDF position Trunk references: and Trunk type ISDN15/30 trunks: (Range of 15/30 channel references) ISDN30 1 MDF position Trunk reference range: ISDN30 2 MDF position Trunk reference range: ISDN30 3 MDF position Trunk reference range: ISDN30 4 MDF position Trunk reference range: Are additional TIE (inter pbx) trunk lines available? TIE Trunk references: CDR Time synchronization For accurate CDR matching, time synchronisation is needed. Please specify if a time server (NTP) is present to which the PBX synchronized. NTP Server IP address (if present) : CDR Integrations 5