I have a Merlin Legend R7 v9 that reports all incoming calls at extension 771. The outbound calls are reporting correctly. From my research it seems to be a problem with groups (771)and the attendant. I want the inbound calls to report the station they were transfered to. I'm a computer guy that got thrown into the reporting part. Thanks in advance.
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SMDR reports all Incoming calls at the attendant 1
- Thread starter pv055
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dagwoodsystems
Programmer
What you're seeing is caused by one of two issues, and I'm not sure which. You'll have to play around with this stuff a bit.
SMDR is nothing more than serial data being dumped out of the PBX. And every PBX seems to have it's own format for this data. Some of this formatting is controlled by the PBX itself, and some of it is controlled by what fields you software is strapped to look for.
I'm fairly certain that you can pick up the DIALED NUMBER field on those inbound calls. That information--as I recall--shows up in field adjacent to the one that spews out the 771.
So the first thing I want you to do is to play with the SMDR report format. Perhaps you could even post what Call Accounting software you're using. Sometimes you can define the fields themselves, but for the most part, you'll have choices like "AT&T System 25" or "Lucent/Avaya Merlin MAGIX".
The second thing you can do involves a minor tweak to your phone system. Go to Sys Program > Start > Options > SMDR > Format and choose ISDN SMDR. Basic SMDR is enabled by default, and doesn't give you quite the detail that this other choice gives. However, I should mention that the ISDN SMDR option may not have any affect unless you are using PRI on your inbound calls.
Anyway, I'm trying to help you throw mud at this thing. I'm sorry that it took so long to reply to your post.
SMDR is nothing more than serial data being dumped out of the PBX. And every PBX seems to have it's own format for this data. Some of this formatting is controlled by the PBX itself, and some of it is controlled by what fields you software is strapped to look for.
I'm fairly certain that you can pick up the DIALED NUMBER field on those inbound calls. That information--as I recall--shows up in field adjacent to the one that spews out the 771.
So the first thing I want you to do is to play with the SMDR report format. Perhaps you could even post what Call Accounting software you're using. Sometimes you can define the fields themselves, but for the most part, you'll have choices like "AT&T System 25" or "Lucent/Avaya Merlin MAGIX".
The second thing you can do involves a minor tweak to your phone system. Go to Sys Program > Start > Options > SMDR > Format and choose ISDN SMDR. Basic SMDR is enabled by default, and doesn't give you quite the detail that this other choice gives. However, I should mention that the ISDN SMDR option may not have any affect unless you are using PRI on your inbound calls.
Anyway, I'm trying to help you throw mud at this thing. I'm sorry that it took so long to reply to your post.
- Thread starter
- #3
I am sure that what you recommend would give me the incoming phone number in the SMDR record.
It is not my goal to capture the incoming number. First all my extensions are four digit. The eCAS software reports that all incoming calls are on the console which is also in Group 771 (maybe a group console?). Once taken at the console, forwarding to the destination extension never resets the SMDR record to that extension (just reports the group number). I would guess removing the console from 771 would correct the problem, but I'm not sure what 771 is used for or if there is such a thing as a group console that I might break.
It is not my goal to capture the incoming number. First all my extensions are four digit. The eCAS software reports that all incoming calls are on the console which is also in Group 771 (maybe a group console?). Once taken at the console, forwarding to the destination extension never resets the SMDR record to that extension (just reports the group number). I would guess removing the console from 771 would correct the problem, but I'm not sure what 771 is used for or if there is such a thing as a group console that I might break.
dagwoodsystems
Programmer
If you enable SMDR TALK, then the first extension that handles the queued call gets tagged. If the first extension to handle the call is a Delayed Announcement device, then you're out of luck.
Grab a copy of the Merlin Magix Integrated System Feature Reference from Page 451 (Adobe Acrobat page 479) covers the SMDR interactions of Calling Groups; page 758 (Adobe page 786) begins the section on Station Message Detail Recording.
If you'll do a little reading, you'll find that enabling ISDN SMDR does indeed give you the CALLED NUMBER (what the outsider actually dialed) as I stated before. But that information will be constrained by whether you have a delayed announcement device or not.
As to whether you can get rid of the queue...I could only assist in answering that if I were armed with more information.
Grab a copy of the Merlin Magix Integrated System Feature Reference from Page 451 (Adobe Acrobat page 479) covers the SMDR interactions of Calling Groups; page 758 (Adobe page 786) begins the section on Station Message Detail Recording.
If you'll do a little reading, you'll find that enabling ISDN SMDR does indeed give you the CALLED NUMBER (what the outsider actually dialed) as I stated before. But that information will be constrained by whether you have a delayed announcement device or not.
As to whether you can get rid of the queue...I could only assist in answering that if I were armed with more information.
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