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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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.
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