Station Message Detail Recording (SMDR) Feature
Station Message Detail Recording (SMDR) captures detailed information about incoming and outgoing voice and data calls. The information is sent to an output device such as a printer or an optional call accounting or analysis system.
SMDR records are gathered sequentially and sent to the RS-232 SMDR jack on the processor module of the control unit. They can be printed on a serial printer connected to the SMDR jack. To assist further with cost allocation and unauthorized call detection, a Lucent Technologies Call Accounting System (CAS Plus V3, CAS for Windows, CAT/B, or CAT/H) can be connected to the SMDR jack on the control unit. The optional MERLIN LEGEND Reporter software application allows the collection and analysis of Calling Group call information via a PC running Windows, connected to the SMDR jack on the control unit
For an overview of the applications that you can purchase separately, see Appendix I, "Applications." For more detailed information, see the application documentation or consult your Lucent Technologies representative.
You cannot have CAS (Call Accounting System) and MERLIN LEGEND Reporter active at the same time. Use CAS for costing information and MERLIN LEGEND Reporter for analyzing service performance.
Two SMDR report formats are available: the factory-set Basic format and the ISDN format. The ISDN format is used when the business subscribes to the AT&T INFO2 ANI service, another ISDN/PRI network service, or to Caller ID service (requiring an 800 GS/LS-ID module for the loop-start lines on which the service is provided). When the ISDN format is selected during system programming, the CALLED NUMBER field of the call report shows the number dialed by a party calling into the system on a line where the service is provided. (Not all calling numbers can be identified; for details, see Caller ID.)
Call information can be recorded for incoming and outgoing calls (the factory setting) or for outgoing calls only. Enabling the Talk Time option permits recording of incoming calls to Auto Login or Auto Logout Calling Groups, even if SMDR is programmed for outgoing calls only. Incoming calls to other Calling Groups still strictly adhere to the Call Report type setting.
The system is factory-set to record only calls that last at least 40 seconds. This setting can be changed to timing in the range 0 to 255 seconds. Enabling the Talk Time option permits recording of incoming calls to Auto Login or Auto Logout Calling Groups, even if the call length is less than the programmed minimum number of seconds. Incoming calls to other Calling Groups still strictly adhere to the minimum call length value.
In Hybrid/PBX mode only, any call originating on a tandem trunk appears on the SMDR report, as do any calls originating on or passing through the local system. Calls to non-local extensions are treated as outside calls for the purpose of SMDR. SMDR reports may report calls using more than one call record on more than one system. Depending upon how SMDR is programmed and how calls are routed, you may need to consult several SMDR records to trace a call that is routed over network trunks. To log network calls, SMDR should be programmed to report both incoming and outgoing calls. See the Network Reference for more details about incoming and outgoing calls.
The system can be programmed to produce SMDR reports for tandem trunks connected to other systems in the private network. If the system is programmed to log SMDR records for private-network trunks, all private-network calls are logged. If the system is programmed not to log SMDR records for private network trunks, no private-network calls are logged for the system unless the call involves an outside line. The factory setting is not to log.
Incoming call timing (assuming that incoming calls are included in the call report) begins when a user answers the call if the Talk Time option is disabled (the factory setting). If the Talk Time option is enabled, timing on incoming calls to Auto Login and Auto Logout Calling Groups begins when the call is initially detected in the system, while timing on incoming calls to other Calling Groups begins when the call is answered.
Timing stops for both incoming and outgoing calls when the call is disconnected. Call timing for outgoing calls on PRI lines begins when the call is answered at the far end. For outgoing calls, timing begins when dialing is complete, that is, when the system detects the end of dialing. Therefore, no SMDR record is generated for unanswered calls made on these lines.
The SMDR feature includes enhancements to support sales and customer service Calling Groups; these improvements are outlined in this topic. They are designed to allow use of the Lucent Technologies MERLIN LEGEND Reporter software application, which assists in determining the effectiveness of Calling Group agents, in assessing the level of service provided to incoming callers, and in pinpointing needs for additional lines or agents to provide the best possible service for an organization's customers.
|At a Glance|
|Considerations & Constraints|