Consolidated Reporting Data. BCM 4.0 Business Communications Manager
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1 Consolidated Reporting Data BCM 4.0 Business Communications Manager Document Status: Standard Document Version: 03 Part Code: N Date: June 2006
2 Copyright Nortel Networks Limited 2006 All rights reserved. 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.
3 Contents 3 Contents Getting started with BCM About this guide Purpose Audience Acronyms Symbols and conventions used in this guide How to get Help Consolidated Reporting Data (CRD) Introduction Interactive Voice Response (IVR) Metrics Reporting Hunt Group (HG) Metrics Reporting Formats of Hunt Group Report Data Voice Mail Mailbox and Custom Call Routing (CCR) Reporting Formats of Voice Mail Mailbox and CCR Reports Formatting and Storing Records in a Data Directory Generic Data Records Specific Data Records Accessing Reporting Data Creating and opening a data transfer file Consolidated Reporting Data
4 4 Contents N
5 5 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. Consolidated Reporting Data
6 6 Getting started with BCM Acronyms The following is a list of acronyms used in this guide. Table 1 List of acronyms Acronym API BCM CCR CDR FTP HG IVR MBX PC Description Application Programming Interface Business Communications Manager Custom Call Routing Call Detail Recording File Transfer Protocol Hunt Group Interactive Voice Response Voic Mailbox Personal Computer Symbols and conventions used in this guide These symbols are used to highlight critical information for the BCM system: 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. N
7 Getting started with BCM 7! 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. These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Used for Word in a special font (shown in the top line of the display) Underlined word in capital letters (shown in the bottom line of a two line display telephone) Pswd: PLAY Command line prompts on display telephones. 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. These text conventions are used in this guide to indicate the information described: Convention bold Courier text italic text plain Courier text FEATURE HOLD RELEASE Description Indicates command names and options and text that you need to enter. Example: Use the info command. Example: Enter show ip {alerts routes}. Indicates book titles Indicates command syntax and system output (for example, prompts and system messages). Example: Set Trap Monitor Filters Indicates that you press the button with the coordinating icon on whichever set you are using. Consolidated Reporting Data
8 8 Getting started with BCM 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: 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 NORTEL ( ). Outside North America, go to the following Web site to obtain the phone number for your region: 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: 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. N
9 9 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: Consolidated Reporting Data
10 10 Consolidated Reporting Data (CRD) /var/nn/cdrdatafiles/ 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. 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 < > Number of answered calls since last cleared < > 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 < > Average of abandoned calls since last cleared. Represented as a rounded percentage (i.e. abandoned calls / total calls) N
11 Consolidated Reporting Data (CRD) 11 Number of calls receiving busy treatment since last cleared < > 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 < > 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: Consolidated Reporting Data
12 12 Consolidated Reporting Data (CRD) < > <1,HG01, ,0,0,0,0,0,0,0,0,0,0,0> <2, HG02, <30, HG < > 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. 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 > 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> N
13 Consolidated Reporting Data (CRD) 13 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, Voic Custom Call Routing (CCR) tree reports, and Voic 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. Consolidated Reporting Data
14 14 Consolidated Reporting Data (CRD) N
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