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Type of feature
Call data reports are included as a base feature.
About the call data reports feature
The Call Data Handler (CDH) is a software process that accumulates data associated with calls, ports, resources, and application events. The CDH software process manages the call data and stores it in local ORACLE database tables or Solaris flat files. Call data reports can be generated using the call data in the local ORACLE database or the Solaris flat files.
The following call data reports are available:
Software requirements
The JDBC Integration package (AVjdbcint) is required to store call data in a local or remote database. For more information, see JDBC Integration package.
Using this feature
To view CDH reports using Web Administration, a local or remote database must be set up, and CDH records have to be uploaded to the database. Use the Call Data Handling Reports screen (Reports > Call Data Handling Reports) to access and view the call data handling reports.
By default, call information is stored in CDH text files on the Avaya IR system. If the system has a local Oracle database, you can administer the system to store CDH records in the Oracle database. The CDH text files are SolarisC flat files structured to resemble the CDH database tables. The CDH tables are the call, events, and service tables. The text files are: call.csv, events.csv, and service.csv. These text files are similar to the three tables used by the JDBC process to store the call, event, and service information.
The building blocks of an Avaya IVR Designer application, called nodes, can be set up to collect event data and store it in predefined system variables or in custom user-defined variables. The Prompt and Collect, Menu, and Auto Menu nodes can be set up to collect event data. The following are examples of event data that can be collected by predefined system variables:
