Call Tracker by ICNS is very popular in the Caribbean and is used to track calls and produce a wide range of reports on PBXs from Avaya, Mitel, 3CX, Cisco, Nortel etc.

1. Call Tracker
Technical Training
BASIC CONCEPTS

2. What is Call Accounting? What
does a Call Accounting program
do?
Call Accounting is a Business tool to:
•Collect usage data (CDR/SMDR) on the company phone system
•Present the data collected in an easy to understand, useful manner in the
form of reports so that management can control/reduce costs, improve the
effectiveness of the PBX and lines attached to it etc;
•Provide early detection and notification of Toll Fraud and abuse
•And much more…..

3. What is CDR/SMDR (Call Detail Record/Station Message Detail Record)
 Call Detail Record is a data record that contains
information related to a telephone call
 CDR and SMDR refer to the exact same thing. It’s
just a preference issue for the various
manufacturers/vendors.The terms can be used
interchangeably.

4. The CDR Data Contains
 Date and time
 Extension number
 Dialed number if outgoing
 Call duration
 Trunk number (and Route Number)
 Authorization Code
 If call was transferred
 Account Codes
 Caller ID

5. How Does It Work?
Your PABX Is Connected to Your PC
Via a
Serial Link
or
Ethernet Link

6. Meridian 1 / Traditional Mitel PABX
A serial cable would be required between the
PC and PABX (Although a Nortel M1 is
shown, the concept applies to ANY PBX
which outputs data through a serial port.
COM Port COM Port
NOTE: CDR Data is only sent over the
connection AFTER calls are completed

7. Digital Station
Port
COM Port
With Norstar Key Systems, an SMDR
Module is required to convert a standard
digital station port to an SMDR serial port.
Norstar Key Systems
Ethernet Polling
Buffer
(Optional)
The Buffer is used to ensure Call Records are still collected if
the Call Tracker PC is unavailable (due to failure). The buffer’s
calls are polled by Call tracker over the customer LAN.
SMDR6
Module
Serial
Cable

8. BCM-50
With the BCM-50, a network connection is
required and a secure TCP negotiation takes
place for the CDR to be sent to the PC.
Ethernet
Ethernet
BCM-50
Call Tracker PC

9. SMDRCAPTURE
Software Module to Capture Data:
• Dedicated Data Capture Application which is able
to analyze & process the information e.g. SMDR
Capture to Parse data
vs.
• General Purpose Application which is primarily
used for logging & troubleshooting purposes e.g.
HyperTerminal

10. Configuring the SMDR Module to
Parse CDR to Call Tracker on the
Norstar PBX

11. Some of The Call Tracker Application Modules
Main Call
Accounting
Module
SMDR Capture
for serial and
‘file’ SMDR
output PBXs
Collect
module for
Multi-site
BCM 50 Modules
(the 2 DLLs are
Nortel’s).
Hotel Posting
Module
BCM200/400 Modules
(the CDRServer is
Nortel’s)
These DLLs are
required for the
Secure Web
session
Avaya S8300 (works
with SMDR Capture)

12.  To configure
the
SMDRCap to
receive CDR
from the
PBX, you will
need to
launch the
foreground
application
from the Call
Tracker
programs file
Foreground Application

13. Norstar
 You can select the PABX
type, in this case use the
Norstar/BCM type
 The Call Tracker has a
unique ability to track
Norstar Flash Calls
and to correctly allocate
incoming and outgoing
calls to extended parties
via the operator list.

14. Save CDR Data
 Consequently
the raw CDR
data can be
saved to a Text
File for trouble
shooting or
querying report
validity or
accuracy.

15. Date and Time Errors
 The system uses the
date to run reports
and allocate proper
costing since cost of
calls can be affected
by time of day and
day of week.
This options warns
the user of potential
date problems.

16.  Very importantly
– if you have run
a proper cable
between the
PABX and the
PC the SMDR
Capture can give
an indication of
someone or
something
removing the
CDR cable from
the PC or PABX.
Disconnect Alarm

17.  Click the
[+Service]
button.
 Click OK to run
as a local
system account.
 Click the
Windows
Services button
to launch
Services
Manager.
 Close SMDR
Capture
Adding SMDR as a Service

18. Launching the service application
 Note the entry
in the services
screen.
 Click on the
Play button to
start the
Service
Application

19. Why Install as a Service?
 On most modern computer systems, users
may be required to log off of their PCs.
 When they do this, ALL foreground
applications will be closed.
 If this happens, the SMDR Capture running in
forground mode will shut down.
 BUT if it is running as a service, it will remain
running even if the user has logged off.

20. Import CDR Data
 If you have been
collecting raw
CDR data from
the PABX, via a
Terminal
Emulator, this
information can
be imported into
Call Tracker via
the SMDR
Capture.

21.  Configure your
Baud speeds,
COM port
settings and
Parity Data and
Stop Bits for
communication
between your
PABX and Call
Tracker PC
Communication Settings

22. Meridian 1
 Notice the PABX
configuration for
Meridian 1, does
not include
complex position
settings and type
settings. Implies
Quick installation
timeframes.

23. Other Important Information about
SMDR Capture
 Links back to the main Call Accounting Module to let this
module know it is running.
 Supports nine (9) major PABX types.
 Uses a FILE PORT mechanism for BCM200 and s8300
PABXs
 Can accurately identify answer supervised calls in
Meridian-1 PABXs and Mitel PABXs
 Accurately tracks complex transfer scenarios for the
Meridian 1 and Norstar PABX.
 Low memory usage and Processor cycles.
 Sends real-time Norstar Records with Caller ID when the
PABX is receiving an Incoming Call (For Notification).

24.  Meridian 1 / Succession 100m
 Norstar / BCM
 Mitel
 Avaya Definity (New)
 Avaya Partner
 NEAX 2400
 Panasonic
 Nitsuko ONYX
 Transtel Superkey
 Siemens
Other Important Information (continued)
PABX types

25. Sample Norstar CDR Data

26. Sample M1 New CDR Data

27. Sample Mitel CDR Data

28. PC Requirements For Call Tracker
 Memory
 256MB RAM stand alone (Recommended 512MB)
 512MB RAM with other applications (Recommended 768MB-
1GB)
 Operating System
 Windows ® 2000/ XP Pro / 2003 Server ( with at least 768MB
RAM)
 Hard Disk Drive
 20GB Hard Drive (with at least 5GB free)
 Hardware
 1 Serial Port (COM 1)
 CD-ROM Drive
 Pentium 4 or Higher Class Processor, e.g. AMD64, Intel Core
Duo, Core 2 Duo

29. Installation

30. Call Tracker 2000 – Setup Launcher
 This window will
launch when you
run the Call Tracker
CD
 Click on Install to
begin setup

31. Windows Standard Installation Wizard
 Program is placed in
Add/Remove .
 Also places a shortcut
on desktop.
 SMDR capture is setup
to run at install time.
 Sets itself up in Start
and Program files Menu.

32. Different Types of Call Tracker Installations
 Here you will
select the type of
installation
 For example, you
would select
“Typical” for a
Stand Alone
installation of Call
Tracker and
choose “Custom”
for Multi-Site or
BCM installations

33. Call Tracker 2006’s
Custom Setup Wizard
Allows User to Setup..
 Company Name
 Company Address
 Serial Settings
 Telco Rates
 Tax Message
 Default Printer
 PABX Type
 As shown in next
slide

34. Windows Standard Installation Wizard

35. Preferences

36. Company Messages
 Setup the
Company
Information,
Tax name,
Report footer
and how this
appears in
the report.

37. Taxes
 You can define
four different
types of taxes
and also select
if you’ll like to
see the
breakdown of
taxes in the
reports

38. Digit Formatting
 Digit formatting is
used to enhance
the digit display.
Also use it to
mask certain
numbers
Note: Digit formatting being used to remove sensitive
password data when users dial The Companion Card
service

39. Default Charges
 If you have not
received a rate
update because
of dizzying
additions, the
system is
designed to
create a default
charge for new
area and
exchange
codes.

40. Miscellaneous
 These are a
group of flags
and settings
designed to
enhance the
Call Trackers
usefulness.

41. Alarms
 NO CDR?
 No Trunk Activity?
 Unknown Auth Code
in Use?
 Date and Time
difference
problems?
 All can be
customized to notify
an Administrator via
‘Net Send’ or EMAIL

42. On Startup
 These settings
allow an automatic
activation on Call
Tracker startup.

43. Web Server
 Call Tracker now
supports an
internal Web
Server where
you can
generate most
reports and
administrate
some of the
common tables
via a web
browser

44. System Options

45. Cost Adjustment Options
 Certain Dialing
schemes are
usually
available to
provide added
services. In
this case Zero
Plus and
1010335.
Here is where
is is defined.

46. Access Codes and Routes
 When installing
on a NEAX or
M1, you will
need to get a list
of the Routes
and Access
Codes. You can
also import this
data for M1
PABXs.

47. Dialing Plan Prefix Translation
 The dialing of
certain
numbers or
number
sequences,
indicates you
are trying to
access certain
type of
services. Here
the sequences
are defined
and dealt with.

48. Call Ignore for ‘Unanswered’ calls
If your PABX
and CO lines do
not support
Answer
supervision, you
can define
criteria that
would ignore a
possible in
Valid call.

49. TIE Definition and Costing
 Important – If
you have TIE
routes or
trunks, a Telco
area code,
location and
charge can be
assigned to
extension
prefixes to
mirror the Telco
charges.

50. Miscellaneous System Options
 These are
system
flags that
are
required to
be
changed
once in the
life of the
application

51. Hotels, Export and Markups
 This option
is only
applicable
in
Hospitality
mode

52. Great Product!
Great Value!
Check your
local
representative
for more
details!