sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems SMDR Connectivity and Recording

Aloha,

Ok.. my local Inter-Tel rep doesn't do much for me. Well, outside of billing my company.

I've got an Axxess 10.x system with DBstudio 2.68.

After a little fighting, I finally have full access to my system. Unfortunately, I'm finding out now that I have practically no documentation on anything. (I had to break an arm to get the administrator guide.)

I want to get a record of calls incoming and outgoing. Asking my rep, they said it's impossible without spending another $2k+ for the Call Center Suite.

Yet I find information about SMDR that says it's tracking info all the time, I just need to figure out how to access that streaming data.

It looks like the data is being sent to COM1 on the VPU.

So, now, what do I need to do to record that information? Or at least, confirm that it's being sent to COM1. I think I read somewhere (MacGyver?) that you could use HyperTerminal to confirm that data is being sent.

Do I need to hook up a cable to COM1 and connect the other end to a PC? How does that work?

I'm sorry for sounding like a babbling ID10T... but apparently the only thing my local rep did was install the system, and start charging us for everything else.

I've got only the admin guide, and my knowledge of a couple of other phone systems (NorTel; Aspect).. but this is the first time in years I've been completely in charge of the phone system. (I'm a lone wolf: I'm the entire IT department for my company.)

Any help that can be provided would be highly appreciated.

Mahalo (Thanks!)

RLR

You dont even have to go the extreme of messing with serial. When you installed DB programming you should have an app in the same folder called Diagnostic Monitor. This will allow you to open a TCP/IP socket connection to your system and monitor SMDR real time and save it to file. The SMDR that can be sent to the VPU would be for SMDR buffering that would be used with Inside Track which is an old school reporting package that Inter-Tel came out with in the mid 90s or so. I would bet that you are not buffering that info to the VPU and the serial that is connected is for the ASAI/OAI link between CP and the VPU. If you interrupt this link you VM will be broken unless you either fix it or swith to a TCP/IP socket connection for ASAI/OAI. IF you have a spare RS232 port on your CPC card or if you have an OPC card in your switch you could direct SMDR output out one of those ports then use HT or another term emulation app to capture and save the data. To clarify though SMDR is raw call data, you will basically get a txt file with lines of call records.

Sounds like a good plan. Certainly better than any I had before.
Except now when I connect to my phone system with DMonitor, it's asking for a password. Another feature that my local reps never bothered to mention.

I really do like the Inter-Tel system, but good gravy have mercy on me, the administration from the local authorized reps just drives me nuts.

There will be a short period now where I need to go and pull more teeth to get the information from them.

Much thanks for your assistance.

RLR

Looks like Chris has you pretty well under control, but feel free to post back if you have problems. Just as an FYI for future reference, yes you can use Hyperterminal and send it to a capture log.

Good luck. :toast:

Here's the latest - Yes, the Diagnostic Monitor is now getting the SMDR data. It's coming through fine, and I'm recording it to a log file.

For the record, I had to enable SMDR in DBstudio first, and then it worked fine.

A couple of other quick questions, though:

1. I tried to use HyperTerminal, but I'm having zero luck getting a response. Is there a particular port that I should be accessing via TCP? For that matter, a couple of trial software Call Accounting programs can't connect either. But since DiagMonitor is working, it must be they way I'm connecting, not a lack of functional SMDR data.

which brings up..

2. What about other software that could read this data, and sort it out? Any recommendations that don't necessarily cost big bucks? (Hey, we're a non-profit company, what can I say?)

As always, much thanks for all the help.

RLR

Hyperterminal doesn't get it's feed across the same cable as DB Studio. It's a separate cable, com port and feed.

As for other software, may people like the old ProComm plus. I have a friend that wrote a small program that takes all the date into an MS Access Database which makes sorting the data easier.

I've got an RJ11-to-db9 cable that the installer used to work on the system. It's hooked into RS232-1.

Would this be useful for me? Or am I just completely lost as usual?

RLR

Don't sweat being a little lost. It's the best way to learn. You need to get your hands on the programming manual though. This is all in the appendix and it'll show you some good diagrams.

I use RS232-1 for programming and at all of our accounts we have a permanent workstation hooked to that port on COM1. That is how DB Studio talks to the cabinet. Then usually on COM3 we have our capture programs running to catch the SMDR logs. The DB9-RJ45 connection goes from COM3 on the back of the computer to RS232-2 on the Axxess cabinet.

Actually I think RCA is the closest Inter-Tel mod to you. Since he's in California I suggest you just fly him out and have him set it up for you.

Rhett don't forget to bring me back a souvenir from Hawaii. :toast:

Ah, cripes. There's another manual that my local rep didn't give me? I had to beg for the Administrator Guide!

Ok.. I'll tackle that issue in just a minute..

As for using DBstudio, I just access the IP address of the cabinet. Our VPU also has it's own IP.

I see a single COM port on the back of the VPU, which is free. There is a card and cable connected to the cabinet that says CPU PCM. The RJ45 port is connected to tiny 4-port switch, which connects both the cabinet and the VPU to our network.

You mentioned an RJ45->DB9 cable.. and now I see that it *is* an RJ45 port on the cabinet... but they're using an RJ11 line. This cable stays plugged into RS232-1 all the time, but the DB9 is always unplugged. Only when the cabinet isn't accessible via IP does it get used.

This is what has my brain all confoozed: If I can program with DBstudio via IP... and connect with Diagnostic Monitor and see SMDR data via IP... then shouldn't I be able to connect with Hyperterminal [or another Call Accounting app] via IP as well and have the SMDR data show up?

As for flying out RCA... did I mention that we were a non-profit group? I'm already using bubble-gum and scotch tape to hold together a few things. So, I really can't afford to tap into my bubble-gum budget.

If it helps, I can mail some Kona coffee.

RLR

I would have to agree with MacGyver, you should fly my out to plug in your SMDR.

I think you're right Rhett, but seeing that Chris is probably our resident expert on Ver. 10, he should probably go with you as part of a training field trip.

I'm having the same problem as MonoKane reported... using DB Studio OK, but cannot connect with Diagnostic Monitor. Using same password as with DB Studio. I get "socket connection has been closed." Any suggestions, please?

Mark you need to enable it in Database programming first by default those ports are closed. System/maintenance/SMDR

ManoKane, one thing to consider when trying to setup SMDR with other software to sort it or whatever, the stream from the system will only show the last destination to handle the call. The Inter-Tel software will show what they call cradle to grave giving info about the call from the time it is answered to the time it is terminated and shows every ext or application that handled the call. If all you need is the last dest to hanlde the call I would just use the SMDR through the IP port and dump to a file
Randy

Thanks, Randy. I do already have it enabled in system- maintenance- smdr. I think. SMDR Output is active, and lots of things set to be recorded. I don't have any output port defined, however. Do I need to set it for IP? In Diagnostic Monitor, I am using the same IP number as works for Session Manager/DB Studio, and have tried the same password and also another "IT password" that I saw quoted here. Both give me the same "socket connection closed" error. Any ideas/advice? Much appreciate your help!

Go to System\Cabinets\Sockets and make sure SMDR is enabled.

I suspect Superfoneguy nailed it for you by default that is off and I suspect the issue
Randy

Thanks, Superfoneguy and Randy! Won't be in that office until Monday, and will check that out then. I'll let you know how it goes.

Sorry for the delay getting back to you on this. The System\Cabinets\Sockets is and was set to Yes. Still get the "socket connection has been closed" error with Diagnostic Monitor.

Sorry, again. My bad. Didn't see that I could edit the password in the System\Cabinets\Sockets\SMDR entry. Changed the password, and the messages are flowing. OK, follow up question... best (easiest/cheapest) way to get a readable report of calls made by extension from the data?

Cheapest is the issue I don't do prices but seems like everything I've seen is not cheap. I have Micro Call running in a few places and think Xarios has some good reports, Call Center Suite with Reporter Pro will give a ton on good info more than the others listed but think it will cost you more.
Randy

Hey Guys,

Thanks to this thread I almost have it working. The only thing that isn't working is that its not showing outgoing calls. I have played around with all the setting to no avail. Any suggestions? I have attached a screenshot of my current setting.



Thanks for any help!