SMDR log incomplete outgoing calls - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

kik3 · 03-29-2007, 04:40 PM

Hello everyone,
This is my first post. I looked through the forum before posting a new topic but wasn't able to find what I'm looking for.

I'm using Inter-Tel Axxess 5.119 and DB Studio 1.22 to program the phone system. Currently I have an SMDR being sent to a PC via a serial port.

We create a report based on the SMDR output to monitor the amount of incoming and outgoing calls for each station. However, incomplete calls are not being logged. For example, if I dial a number that never gets picked up by a person, answering machine or telco the call will not appear in the SMDR printout. These are very important because it allows management to evaulate employee efficiency.

I looked under the SMDR options of DB Studio but couldn't find the option to record all outgoing calls(including incomplete ones).
I asked our telephone guy and he says there is no way to program the Axxess system to log incomplete outgoing calls. My supervisor does not believe this to be true and has assigned me the task to find a way to log this data.
I would greatly appreciate your help on this matter.
thanks,
kik3

***ITEngineer*** · 03-30-2007, 01:21 AM

The functionality that you are looking for is actually a call center report. SMDR does not provide this function. Inter-Tel's Call Center Software does provide this via a connection to the OAI stream. OAI provides much more information vs SMDR.

Quote:

Originally Posted by kik3

Hello everyone,
This is my first post. I looked through the forum before posting a new topic but wasn't able to find what I'm looking for.

I'm using Inter-Tel Axxess 5.119 and DB Studio 1.22 to program the phone system. Currently I have an SMDR being sent to a PC via a serial port.

We create a report based on the SMDR output to monitor the amount of incoming and outgoing calls for each station. However, incomplete calls are not being logged. For example, if I dial a number that never gets picked up by a person, answering machine or telco the call will not appear in the SMDR printout. These are very important because it allows management to evaulate employee efficiency.

I looked under the SMDR options of DB Studio but couldn't find the option to record all outgoing calls(including incomplete ones).
I asked our telephone guy and he says there is no way to program the Axxess system to log incomplete outgoing calls. My supervisor does not believe this to be true and has assigned me the task to find a way to log this data.
I would greatly appreciate your help on this matter.
thanks,
kik3

kik3 · 04-02-2007, 10:09 AM

Thanks!

I'm doing research on OAI now. Do I need to use Inter-Tel's Call Center software to read the OAI stream or can I log it the same way I log the SMDR? Right now I have one of the serial ports attached to a PC, the PC is running ZOC which captures the SMDR stream and outputs it to a log file. Can I do the same thing with the OAI stream?

***ITEngineer*** · 04-02-2007, 12:48 PM

While it may be possible it may not do what you want. OAI would log much more than want you want. It may be wiser to look into an application that is already created. Microcall has some programs as well as Inter-Tel. OAI would add some additional function that is helpful in a call center.

Quote:

Originally Posted by kik3

Thanks!

I'm doing research on OAI now. Do I need to use Inter-Tel's Call Center software to read the OAI stream or can I log it the same way I log the SMDR? Right now I have one of the serial ports attached to a PC, the PC is running ZOC which captures the SMDR stream and outputs it to a log file. Can I do the same thing with the OAI stream?

kik3 · 04-03-2007, 11:40 AM

Again many thanks ITEngineer for your reply. I'm looking at Microcall and Contact Center from Inter-Tel. I understand that would probably be the easiest route.
I would still like to try and log the OAI stream to text(we have a programmer who might be able to work his magic on a text file). My supervisor wants me to find out if we can log this data without having to purchase any additional software etc....

On DB Studio I went to AXXESS System/Devices and Feature Codes/System Serial Ports. I changed the second serial port(PP101)to a System OAI Port. It gave me an error message telling me to turn off SMDR on that port. I did as it instructed me and when it finally allowed me to set it as a System OAI Port the Serial Port Icon showed a big red X over it. I tried Level 1, Level 2 and Level 2 with EFP and got the same results on all of them. Nothing was printing out on the screen of the logging machine that it is attached to via serial connection.

Can you tell me what I need to do to or point me in the right direction to succesfully log OAI via serial?

My knowledge of Phone Systems is very limited and am barely now just scratching the surface due to some of the tasks we need to accomplish around the office. I'm more of a computer tech. I am enjoying learning how the phone system works, but could use a hand.
Thanks in advance,
kik3

***ITEngineer*** · 04-03-2007, 02:21 PM

You may not have System OAI enabled as a feature. Click on software license and see if the feature is enabled. If it is not depending on the version you will need a larger PAL or buy this feature, and I will recommend OAI 3rd party events as well.

Quote:

Originally Posted by kik3

Again many thanks ITEngineer for your reply. I'm looking at Microcall and Contact Center from Inter-Tel. I understand that would probably be the easiest route.
I would still like to try and log the OAI stream to text(we have a programmer who might be able to work his magic on a text file). My supervisor wants me to find out if we can log this data without having to purchase any additional software etc....

On DB Studio I went to AXXESS System/Devices and Feature Codes/System Serial Ports. I changed the second serial port(PP101)to a System OAI Port. It gave me an error message telling me to turn off SMDR on that port. I did as it instructed me and when it finally allowed me to set it as a System OAI Port the Serial Port Icon showed a big red X over it. I tried Level 1, Level 2 and Level 2 with EFP and got the same results on all of them. Nothing was printing out on the screen of the logging machine that it is attached to via serial connection.

Can you tell me what I need to do to or point me in the right direction to succesfully log OAI via serial?

My knowledge of Phone Systems is very limited and am barely now just scratching the surface due to some of the tasks we need to accomplish around the office. I'm more of a computer tech. I am enjoying learning how the phone system works, but could use a hand.
Thanks in advance,
kik3

kik3 · 04-03-2007, 03:13 PM

how do i get to software license?

***ITEngineer*** · 04-03-2007, 06:03 PM

That will have to be purchased from a dealer or Inter-Tel office.

Quote:

Originally Posted by kik3

how do i get to software license?

kik3 · 04-04-2007, 08:59 AM

I'm sorry...I meant how do I see what features are enabled. I'm using DB Studio but don't see any option named "Software License".

kik3 · 04-05-2007, 02:50 PM

ITEngineer,
Ok i finally found the features section of the AXXESS system. It was right under my nose. I'm trying to figure out which Premium Features are unnecessary etc...before buying a bigger PAL.(we have a 50unit PAL).
Thanks much for your help!
If you could give me any more info on OAI or indicate where i should be looking, i'd greatly appreciate it.
thanks again!

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