atcomsystems.ca/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Officeserv 7100 smdr problem

Hello

We have a Samsung Officeserve 7100.

I've made an application which reads the live call data from port 5100 and uses it to display information to our attendants. I works fantastic and simplifies our work tremendously.

There is just one simple problem that when the auto attendant pick up one call (because everybody else are busy) it becomes impossible to get the data from that call afterwards. Below is a sample from the logs which illustrates the problem.

002802 501 8507 01/05 09:25:51 00:00:00 IR 031550000 Rolfs Buss 0.00 0736793776 0736793776 <- Incoming call
002802 301 8507 01/05 09:25:51 00:00:15 IA 031550000 Rolfs Buss 0.00 0736793776 0736793776 <- Answering machine takes the call
002802 301 8507 01/05 09:26:06 00:00:16 IT 031550000 0.00 0736793776 0736793776 <- We pick up the call, extension 201
002802 201 8507 01/05 09:26:22 00:00:10 T 031550000 0.00 0736793776 0736793776 <- We hang up

as you can see when the auto attendant picks up the call it corretly logs as 301 pick up. But afterwards when a live attendant pick upp the call it logs as 301 pick up. It's first after the live attendant finishes the call that it correctly logs as 201 terminated call, but then it's too late, we need the data during the call...

Does anyone have any suggestions? The telecom company who installed it have no clue on how to fix it...

I guess you are seeing 301 as the AA is making the call. Must admit I've never looked at the smdr under this call routing pattern.

What version of software is the pabx on?

Run the same test but get the ic call to overflow to an slt port. Answer on slt and manually transfer to 201. See if you get the same thing ( I suspect you will ). This will then prove the issue is or is not with AA. I suspect you get this problem with all transferred calls.

Also compare what happens with supervised and unsupervised transfers. Maybe if the AA carries out an unsupervised transfer of the call you won't get the same problem,?

Sorry. Internet lag.

Well another problem is that I'm not supervising the pbx. The telecom company is, and they won't let me admin it. They do also not have a clue about how to solve the problem (but I suspect that they don't really care either). So I need a solution wich I can tell the technician to try.

I can add that the problem is identical also when we transfer calls. i.e. if 201 picks up and transfers to 202. It will log as 201 pick up when 202 pick up the transfer. It also correctly logs as 202 terminates when 202 hangs up...

That is normal SMDR output, not a bug.

The IT record is showing the extension (301) that is transferring the call.

If you then transferred that call to another extension you would get another IT record showing the extension you transferred from and *not* the extension you are transferring to.

Then the T record (this is a C record here) shows that ext 201 terminated the call (ie hung up).

All you need to look at is the T entry (you will get 1 of these after every call is hung up) or the A record if the caller hangs up before being answered, as this also shows the call duration.

I understand that it might not be a bug, but just the way the system is designed.

But if there is no way to get the information to what extension the call is transfered to, then it's impossible to have an extremly good live information system which shows info about the current caller. It's a real dissapointment, isn't it possible to get the info some other way?

You could get the info via TAPI