AltiGen MAXCS 7.0 Update 1 CDR - Manual (Page 13)

CDR Overview
CDR Manual 9
CDR Overview
To set up and enable RTM data collection to the local drive, click the Add
button.
Add a Name and IP Address for the External Log Service, then click OK.
Call Center Events and CDR
In call detail recording, every individual call is tracked from its start time
to its end time. An incoming trunk call, for instance, starts with auto-
attendant answer. The auto attendant/IVR offers the caller specific routing
choices, and/or collects information to intelligently route a call. Queuing,
if it happens, starts with the call leaving the auto attendant/IVR, includes
ring time of the agent phone, and ends when an agent answers the phone.
Disconnects (call abandons) can happen at any time during the process. All
of this activity is summarized under talk time and wrap-up time. It is
searchable via the “CDR” and “WG CDR” tabs of the CDR Search client.
Past and Present CDR
Database Schema.
The CDR data schema has been redesigned and
streamlined. If you have a reporting package using past versions of
AltiGen’s CDR or SMDR, the reporting package vendor will have to
rewrite the reporting program to work with the new schema.
Rate Tables.
AltiWare 4.0 and higher, and MAXCS 6.0 and higher, do
not support rate tables, unlike previous releases. This function must now be
obtained by external applications found in reporting tools. The CDR
database has sufficient information to support rate and charge evaluation by
external applications.