Avaya Consolidated Reporting Data User manual

Brand: Avaya

Model: Consolidated Reporting Data

Type: User manual

Avaya Consolidated Reporting Data provides comprehensive reporting capabilities for businesses seeking to analyze and optimize their communications systems. With its ability to gather metrics on Hunt Groups, Voice Mail Mailboxes, Custom Call Routing, and Interactive Voice Response systems, businesses can gain valuable insights into their communications infrastructure. The data is stored in a central location and can be easily accessed and transferred using FTP or API methods.

March 10, 2005

Business Communications Manager System 3.7

Consolidated Reporting Data

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Part No. CRD01-01 March 12, 2005

Contents

Audience and purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Text Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Acronyms used in this document. . . . . . . . . . . . . . . . . . . . . . . . 3

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Interactive Voice Response (IVR) Metrics Reporting. . . . . . . . . 5

Hunt Group (HG) Metrics Reporting . . . . . . . . . . . . . . . . . . . . . 6

Formats of Hunt Group Report Data . . . . . . . . . . . . . . . . . . . . . . . . . 6

Voice Mail Mailbox and Custom Call Routing (CCR) Reporting 8

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Formats of Voice Mail Mailbox and CCR Reports . . . . . . . . . . . . . . . 8

Formatting and Storing Records in a Data Directory . . . . . . . . . 9

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Generic Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Specific Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Accessing Reporting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Creating and opening a data transfer file. . . . . . . . . . . . . . . . . . . . . 10

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Audience and purpose

This document is intended to provide technical tips to third-party

software developers about utilizing the features of the Business

Communications Manager System (BCM) 3.7.

These technical tips will be of interest to third-party software

developers who:

• Require access to reporting data for Hunt Group (HG), Voice Mail

Mailbox, Custom Call Routing (CCR), and Call Detail Recording

(CDR).

• Develop Interactive Voice Response (IVR) applications.

• Require statistical information about their applications in order

to create relevant reports.

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Text Conventions

angle brackets < >

These brackets are for appearance only, used to draw a reader’s attention to descriptions

of the text inside them.

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Part No. CRD01-01 March 12, 2005

Acronyms used in this document

API Application Program Interface

BCM Business Communications Manager

CCR Custom Call Routing

CDR Call Detail Recording

FTP File Transfer Protocol

HG Hunt Group

IVR Interactive Voice Response

MBX Voice Mail Mailbox

PC Personal Computer

UM Unified Manager

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Introduction

Consolidated reporting data for the Business Communications Manager (BCM) System

3.7 include metrics/statistics on the following:

• External Call Activity (that is, Call Detail Recording (CDR))

• Hunt Groups (HG) Usage

• Call Pilot Voice Mail Mailbox Usage

• Call Pilot Custom Call Routing (CCR) Usage

• Interactive Voice Response (IVR)

Each of the metrical/statistical information is collected, stored in its own data file and

placed in a common directory in order to be transferred using the CDR Push or Pull

transfer methods. See “Accessing Reporting Data” on page 12.

Only the CDR live-stream method includes External Call Activity, and does not report on

the other metrics.

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Interactive Voice Response (IVR) Metrics Reporting

Interactive Voice Response (IVR) usage is specific to an individual customer. Examples

of customers include pharmacy, banking, and education.

The configuration of the IVR system requires a script/application to be developed to suit

the customer operational requirements. If usage/metric reporting is one of the

requirements, the developed IVR application must record and store the information

according to the following rules in order to be available from the Call Detail Recording

Push or Pull methods. See “Accessing Reporting Data” on page 12..

• Data should be comma separated where each piece of data represents particular

information or metric.

• Data should be stored in a flat ascii file.

• Data file MUST be named according to the following convention:

Record.ivr.<YYYYMMDDHHMMSS> where YYYY= year, MM=numerical month,

DD=numerable day of month, HH=Hour of day, MM=Minute of hour, SS= seconds. This

filename format should be sufficient to help indicate the period for which the data apply.

• The data file must be placed in the following directory on the BCM System 3.7:

D:\Data Files\Nortel Networks\Call Detail Recording\

Note:

Call Detail Recording Push/Pull methods transfer only those files which have not been

transferred previously. See “Accessing Reporting Data” on page 12. To determine

whether a file has been transferred, check the archive bit on the file.

The IVR application which generates the metrics data file should check this archive bit

before adding any new information to an existing file (i.e. needs to re-open and append

metrics data to an existing file). If the archive bit is not set then the file has already been

transferred and a new file should be created before the metrics data is recorded.

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Hunt Group (HG) Metrics Reporting

Hunt Group metrics data is gathered on an hourly basis for all BCM System 3.7 hunt

groups. The data is recorded for each hunt group regardless of whether or not it is

configured for use. After the data is gathered and stored in the hunt group metrics file, the

counters are reset so that the next reporting cycle contains only the information for the

hour in question

Hunt groups reporting-metrics data interact with CDR as follows:

• CDR - Obtains and clears hunt group metrics.

• CDR - Stores the hunt-group metrics data file in the CDR data directory

and transfers this file during a CDR Push or Pull operation.See “Accessing

Reporting Data” on page 12.

Formats of Hunt Group Report Data

Formats for the hunt group report data follow:

< YYYYMMDDHHMMSS > - represents the date and time the statistics/

metrics were gathered. An identical string should follow the metrics data

for all 30 hunt groups.

Comma separated records represent data for a hunt group. The fields for this record are:

• Hunt Group number <range from 1 to 30>

• Hunt Group name <1-7 characters>

• Last time metrics were cleared <YYYYMMDDHHMMSS>.

• Total number of calls since last cleared <0- 65535>

• Number of answered calls since last cleared <0 - 65535>

• Average number of answered calls since last cleared. Represented as a

rounded percentage (i.e. answered calls / total calls)

• Average time to answer (value in seconds).

• Number of abandoned calls (i.e. dropped before being answered) since

last cleared <0 - 65535>

• Average of abandoned calls since last cleared. Represented as a rounded

percentage (i.e. abandoned calls / total calls)

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• Number of calls receiving busy treatment since last cleared <0 - 65535>

• Average of busy calls since last cleared. Represented as a rounded

percentage (i.e. busy calls / total calls)

• Number of calls receiving overflow treatment since last cleared <0 -

65535>

• Average of overflows calls since last cleared. Represented as a rounded

percentage (i.e. overflow calls / total calls)

• Average time in queue in seconds.

Two examples of hunt group records follow:

<20040705091953>

<1,HG01,20040705091953,0,0,0,0,0,0,0,0,0,0,0>

Note:

Hunt Group metrics are gathered on an hourly basis. Each hunt group metrics file will

contain up to 24 (i.e. one for each hour in the day) sets of data.

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Voice Mail Mailbox and Custom Call Routing (CCR)

Reporting

Voice Mail Mailbox and CCR tree usage data files are formatted, human readable ascii

files.

Formats of Voice Mail Mailbox and CCR Reports

Formats for Voice Mail Mailbox records are:

<Record.mbx.YYYYMMDD>

A file is generated just after midnight, so contains data up until the end of that day. The

date <YYYYMMDD> corresponds to the day the file was generated. Since it is completed

just after midnight, this date corresponds to the next day. In other words, the report

<Record.mbx.20050308> contains data up until midnight of March 7th.

Formats for CCR records are:

<Record.ccr.YYYYMMDD> This is the data file for the CCR tree usage data. Similarly the

date of the report corresponds to the date it was generated (which is just after midnight).

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Formatting and Storing Records in a Data Directory

Format and store generic and specific records in a data directory.

Generic Data Records

To store a generic record in the data directory, format as:

<<Record.<2 - 4 character identifier>.<yyyymmddhh>>

Specific Data Records

To store a specific record in the data directory, format as follows.

• Call Detail Recording <Record.yyyymmddhhmmss>

• Hunt Group <Record.hg.yymmddhhmmss>

• Call Pilot Voice Mail Mailbox <Record.mbx.yyyymmdd>

• Call Pilot Custom Call Routing <Record.ccr.yyyymmdd>

• Interactive Voice Response (IVR) <Record.ivr.yyyymmddhh>

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Accessing Reporting Data

Push or Pull transfers generate reports for import into third-party reporting applications.

Transfer methods for third-party applications include the following:

• CDR Push - A file transfer protocol (FTP) transfers CDR files to a server

for third-party applications to process. Unified Manager (UM) schedules

transfers.

• CDR Pull - Requests download of CDR files to a personal computer

(PC). The CDR application program interface (API) enables a user to

collect CDR records, VoiceMail Custom Call Routing (CCR) tree reports,

and VoiceMail Mailbox reports from an unlimited number of Business

Communications Managers. Schedule transfers as desired.

Creating and opening a data transfer file

Follow these procedures to create and open a data transfer file.

1 Before reopening files in the CDR directory and adding additional data,

ensure Push or Pull has transferred the file.

2 To determine if Push or Pull has occurred, check the Windows Archive

bit. If the bit is off, Push or Pull has transferred the file. The application

will then create a new file.

3 After writing directly to the CDR data file directory, close the file

immediately.

Important:

The CDR Disk Management function may delete files without notice.

Avaya Consolidated Reporting Data User manual

Avaya Consolidated Reporting Data User manual

Avaya Consolidated Reporting Data User manual

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