CDR N records question

[blackjackshellac]

We are running an option 61c with Succession and also Symposium in the mix and a side dish of OTM. We also just purchased Avotus which we were told can capture what we need. Calls come in to our main number and press option #2 for our call center.This puts them into Symposium and if after 30 seconds the customer has not been answered, the call gets routed out to a long distance number for our "other" call center. We see the incoming (S)record right after option #2 is selected. After the 30 second wait the call gets routed out and all we see is an (E) end record. What we are missing is what I believe to be an (N) record which is the long distance number that Symposium has been programmed to dial. Our vendor has not been able to make it work so I know I won't ever be able to either. All the basics seem to have been covered so I am turning to the best of the best out here for any ideas, comments etc.

Thanks in advance

 

[jgideon]

My original exposure to Option equipment was from the CDR analysis perspective. Then I got into the 'fun' stuff.

I don't have _any_ experience with symposium, so I don't know what kind of integration that looks like, so take this with a grain of salt.

In a 'normal' transferred call, the S record is output at the time the 2nd leg or transfer destination is dialled. The S record has the dialled number in it, and then must be matched with the E record (generated at termination of the call) in order to calculate the call duration. If there are other transfers involved, then you have to trace back through multiple S records to find the source. (We had to work with our call accounting vendor to get them to correctly allow for multiple transfers).

Have you tried looking at 'raw' call detail to see what is going _in_ to avotus?

 

[blackjackshellac]

jgideon: Yes we have and there is no reference at all to a long distance number. We have been using my cell phone to follow the record. I might add that if a person is transferred to the long distance call center say from the operator, then the outdialed long distance number does show up but I am not sure if it is an N record or just an E record with the outdialed number . I know it may sound like a symposium issue but even tracking these calls through there is not accurate, and that was done before I got here.

 

[jgideon]

Gotta love Nortel CDR

Okay... so what I'm used to.... if a 'plain' station dials a call, you'd get just an N record with the extn, trunk route, time, duration, ACOD, and dialled digits.

If a plain station receives a call, switchhooks and dials another extension, and the other extension answers, you get an S record with (usually) origid of trunk, termid of DN, and a timestamp... when the callers hangup, you get an E record with the trunk and the 'final' DN.

If a plain station receives a call, switchooks and dials an external number, you get an orig ID of the incoming trunk, a termid of the dialled DN, date, timestamp, and an ACOD and number of the 'external' call. At the end of the call you get an E record with the orig trunk and the term trunk, a timestamp, and duration.

assuming I'm reading your post correctly, you don't see any 'dialled digits' from symposium at the transfer portion of the call. How does symposium connect to the PBX? Does it emulate a digital set, or is it 'trunk side'?

The only other thing I can think of is if there is a night acdn or phantom forwarded, but in those cases I'd expect that you'd still see the dialled (forward destination) number, or at least two call record sets (the s&E for the 'station to station' and the N for the forwarded call.

Hopefully someone else can lend more information.

Does the 'outbound' LD call use a route that handles calls for other purposes and also prints CDR for non-Symposium transfers? (I did have one site that had a dedicated trunk group to a endor supplied by that vendor, so they didn't collect any cdr on it at all, and relied on the far-end's reporting)

 

[thefeenix]

It's almost definite that you will not be able to get a record for the intermediate call. Auto attendants basically screw up any chance you have of getting accurate CDR from a Nortel. As has been pointed out if you've got a dedicated route going to the far end LD then you could get remote CDR from that.