Avaya Consolidated Reporting Data User manual

Brand: Avaya

Model: Consolidated Reporting Data

Type: User manual

Avaya Consolidated Reporting Data provides comprehensive metrics and statistics on key business communication system activities, including external call activity, hunt group usage, voicemail mailbox usage, custom call routing, and interactive voice response (IVR) usage. This data can be used to optimize system performance, improve customer service, and reduce costs. With Avaya Consolidated Reporting Data, businesses can gain valuable insights into their communication patterns and make informed decisions to improve their operations.

BCM 4.0

Business Communications Manager

Document Status: Standard

Document Version: 04

Part Code: N0064482

Date: July 2007

Consolidated Reporting Data

The information in this document is subject to change without notice. The statements, configurations, technical data, and

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied

warranty. Users must take full responsibility for their applications of any products specified in this document. The

information in this document is proprietary to Nortel Networks.

Trademarks

*Nortel, Nortel (Logo), the Globemark, and This is the way, This is Nortel (Design mark) are trademarks of Nortel

Networks.

*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

Contents 3

BCM 4.0 Consolidated Reporting Data

Contents

Getting started with BCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Symbols and conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

How to get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Consolidated Reporting Data (CRD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Interactive Voice Response (IVR) Metrics Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Hunt Group (HG) Metrics Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Formats of Hunt Group Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Voice Mail Mailbox and Custom Call Routing (CCR) Reporting . . . . . . . . . . . . . . . . . 12

Formats of Voice Mail Mailbox and CCR Reports . . . . . . . . . . . . . . . . . . . . . . . . . 12

Formatting and Storing Records in a Data Directory . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Generic Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Specific Data Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Accessing Reporting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Creating and opening a data transfer file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

4 Contents

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Consolidated Reporting Data

Getting started with BCM

This section contains information on the following topics:

• “About this guide” on page 5

• “Audience” on page 5

• “Acronyms” on page 6

• “Symbols and conventions used in this guide” on page 6

• “How to get Help” on page 8

About this guide

Consolidated reporting data for the Business Communications Manager (BCM) System 4.0

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 type of 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.

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

other metrics.

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) 4.0.

Audience

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.

6 Getting started with BCM

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Acronyms

The following is a list of acronyms used in this guide.

Symbols and conventions used in this guide

These symbols are used to highlight critical information for the BCM system:

Table 1 List of acronyms

Acronym Description

API Application Programming 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 Voicemail Mailbox

PC Personal Computer

Caution: Alerts you to conditions where you can damage the equipment.

Danger: Alerts you to conditions where you can get an electrical shock.

Warning: Alerts you to conditions where you can cause the system to fail or work

improperly.

Note: A Note alerts you to important information.

Tip: Alerts you to additional information that can help you perform a task.

Getting started with BCM 7

Consolidated Reporting Data

These conventions and symbols are used to represent the Business Series Terminal display and

dialpad.

These text conventions are used in this guide to indicate the information described:

Security note: Indicates a point of system security where a default should be changed,

or where the administrator needs to make a decision about the level of security required

for the system.

Warning: Alerts you to ground yourself with an antistatic grounding

strap before performing the maintenance procedure.

Warning: Alerts you to remove the BCM main unit and expansion unit

power cords from the ac outlet before performing any maintenance

procedure.

Convention Example Used for

Word in a special font (shown in

the top line of the display)

ïïïïï

Command line prompts on display telephones.

Underlined word in capital letters

(shown in the bottom line of a two

line display telephone)

ïïïï

Display option. Available on two line display

telephones

. Press the button directly below the

option on the display to proceed.

Dialpad buttons

Buttons you press on the dialpad to select a

particular option.

Convention Description

bold Courier

text

Indicates command names and options and text that you need to enter.

Example: Use the

info command.

Example: Enter

show ip {alerts|routes}.

italic text Indicates book titles

plain Courier

text

Indicates command syntax and system output (for example, prompts

and system messages).

Example:

Set Trap Monitor Filters

FEATURE

HOLD

RELEASE

Indicates that you press the button with the coordinating icon on

whichever set you are using.

8 Getting started with BCM

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How to get Help

This section explains how to get help for Nortel products and services.

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support

Web site:

http://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues

with Nortel products. More specifically, the site enables you to:

• download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Base for answers to

technical issues

• sign up for automatic notification of new software and documentation for Nortel equipment

• open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you don’t find the information you require on the Nortel Technical Support Web site, and have a

Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

http://www.nortel.com/callus

Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC)

to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for

your product or service, go to:

http://www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized

reseller, contact the technical support staff for that distributor or reseller.

Consolidated Reporting Data

Consolidated Reporting Data (CRD)

Introduction

Consolidated reporting data for the Business Communications Manager (BCM) System 4.0

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 type of 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 13.

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

other metrics.

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 13.

• 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 4.0:

10 Consolidated Reporting Data (CRD)

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/var/nn/CDRDataFiles/

Hunt Group (HG) Metrics Reporting

Hunt Group metrics data is gathered on an hourly basis for all BCM System 4.0 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 - Transfers this file during a CDR Push or Pull operation. See “Accessing Reporting

Data” on page 13.

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)

Note: Call Detail Recording Push/Pull methods transfer only those files which

have not been transferred previously. See “Accessing Reporting Data” on page 13.

To determine whether a file has been transferred, check the write permission for

others. If write permissions are available for others, the file has not yet been

transferred.

The IVR application which generates the metrics data file should check these

permissions 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 write permissions are

not set then the file has already been transferred and a new file should be created

before the metrics data is recorded.

Consolidated Reporting Data (CRD) 11

Consolidated Reporting Data

• 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. An example set of hunt group records is shown below:

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<20040705091953>

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

<2, HG02, . . . .

<30, HG30 . . . .

<20040705091953>

Note:

Hunt Group metrics are reset automatically 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.

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).

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>

Consolidated Reporting Data (CRD) 13

Consolidated Reporting Data

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

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

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.

• 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 not transferred the file.

2 To determine if Push or Pull has occurred, check the other permissions. If the write permission

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.

Note: The CDR Disk Management function may delete files without notice.

14 Consolidated Reporting Data (CRD)

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Avaya Consolidated Reporting Data User manual

Avaya Consolidated Reporting Data User manual

Avaya Consolidated Reporting Data User manual

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