How to identify a caller on Analog Subcsriber ?? 4

[BleuBell]

Hi All .hope u re doing great
we have here a hipath 4000 and we have an agent who always complaining about a disturbing calls
we couldn't identify the caller cuz the agent has an analog phone
so what's the AMO needed to show the incoming and the missed calls for that specified analog line
thanks in advance

 

[LoPath]

I'd recommend getting Traffic Analyst from Impact Technologies hooked up to your system. It'll parse through all of your CDR data, allowing you to easily figure out these sort of problems. It's quite inexpensive and is very helpful when troubleshooting. Their techs are very experienced with the 4000 and will usually configure the 4K to work with Traffic Analyst upon installation.

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4 & V6, OpenScape Xpressions V7, OpenScape Contact Center V8, OpenScape Voice V9

 

[donb01]

I would second the above. I've had it since 2014 and it is the greatest thing since sliced bread! Some customer calls up and complains and gives you a BS story about what happened. You get their number and enter it in, and you can see the call and what happened to it every step of the way, call times, etc. It works great for fetermining call volumes for different departments, tracking abuse (such as someone talking to their SO for 45 minutes), and other things that could save money once identified. Their tech support folks are excellent, as mentioned, and will pop right into the server when you have a problem and take care of it (assuming you have a contract, of course).

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[adibv]

What you need is "Malicious call Identification" feature to be activated.
Careful, some countries laws/legislation doesn't allow it or is restricted.

ADD-WABE:CD=<code for trace>,DAR=TRACE;
CHA-FEASU:TYPE=A,CM=TRACE&TRACCO;
CHA-ZAND:TYPE=ALLDATA,TRCD=<code for trace>;
CHA-DTIM1:TYPEDH=CO,TRACCO=number;

ADD-COTAR=TRAI;
ADD-COPAR=TRAC;

CHA-BUEND:TGRP=<number>,TRACENO=<number>;

CHA-SCSU:STNO=number,COTRACE=YES;
CHA-SBCSU:STNO=number,COTRACE=Yes;

On hista output is:


F2750 M8 N1637 MC TRACE BPB CP-MSG CALL TRACING 17-03-01 15:16:23
ALARM CLASS:CENTRAL:024
CALLEE:110
CALLER:xxx
FORMAT:2

Or as a workaround, you can set up a call forw. unconditional from the analog station to digital/IP device with display or mobile and set:
CHANGE-ZANDE:TYPE=ALLDATA,SCALLOG=YES; - source number in call log
This only in case that caller doesn't call with secret no. identification.

After caller is identified use "Calling line identification restriction" feature (CLIMA) to block the caller. Search in forum for CLIMA

 

[BleuBell]

Thank you guys a lot
it's just an internal call for the record it's like one of our employee always trying to disturb an other employee who has an internal analog line
is there any AMO to show the trafic call or calls list history of that line
thank you guys for replying

 

[donb01]

You can get the system to retain the CDR data and dump it out to s device, but it is quite a process to get everything set up and access it. I believe the PPT that explains how to do it is 3/4" printed out! I am not sure if I have that document posted on this site or not. I think it might be.

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[Moriendi]

Just put TRACE in the COS of the phone. Better off to replicate the current COS to a new one, add TRACE, assign new COS to phone.

Everytime someone calls that phone, you'll get a HISTA entry containing the number. User doesn't need to do anything. You don't need to do anything but check sta-hista.

Call logging is another way, don't need any external application, it can write it to a file on CGD area, but if you've not done it before, go for TRACE in COS.