Transferred E&M Trunk Calls & SMDR

Technical Service Bulletin
SX-2000®

This Technical Service Bulletin is intended for Customer Service and Installation Personnel involved in the service of the MITEL® SX-2000. This bulletin is intended to identify SMDR conditions that apply when calls are transferred through E&M Trunks (Analog or Digital).

OVERVIEW

This document identifies SMDR conditions that apply when calls are transferred through E&M trunks (Analog or Digital). This is the typical interface for some Voice Mail (Mitel Mail) and IVR applications using Auto Attendant functionality. These SMDR conditions directly affect Cost Accounting and ACD Reports (TASKE). Other interfaces to the SX2000 will have to be implemented to provide accurate SMDR reporting.

GENERAL

Calls can be transferred by an Auto attendant application which is interfaced through E&M trunks to the Mitel SX2000 PABX. This application is effective for call processing but results in inconsistent and incomplete SMDR records which will impact the accuracy of Cost Accounting and ACD Reports.

ADDITIONAL

SMDR is inconsistent and incomplete when transferred from an E&M Trunk (Analog or Digital).

Examples of these SMDR records are shown :

Test A : DID call to E&M Trunk which is transferred (Unsupervised) to an ACD Path

10/26 02:12P 00:00:11 X011 001 P2901 001 2801
10/26 02:12P X011 2901 X025
10/26 02:12P 00:00:18 X011 009 94 X025X P001

• DID trunk 11 dials 94 which accesses the E&M VM trunk 25 which transfers the call to ACD Path P001 (Unsupervised). This is good!
• Next record indicates 2901 (which is P001) is dialed by the DID. No time duration is shown - kind of erroneous. This is actually the E&M performing a flash-hook, dialing Path 2901 and hanging up (unsupervised transfer).
• The last record reports the "P" plus path access code but should be "P001". Agent ID is correct "2801" and the agent group "001" is reported as to which group the call is presented to but, the Agent group "001" should be produced a second time as the answering agent group.

Test B : DID call to E&M Trunk which is transferred (Supervised) to an ACD Path

10/26 02:19P 00:00:03 X011 000 2901 2801
10/26 02:19P 00:00:19 X011 2901 X025
10/26 02:19P 00:00:16 X011 005 94 X025T 2801

• Same test as above except, this is a supervised transfer as indicated by the first record "T".
• In this case, the last record is the same as Test A but the "P" is not presented. Still, the proper info is not output.

Test C : Internal Call to E&M Voice Mail which is transferred to an ACD Path

10/26 02:24 P 2303 X025

• Extension 2303 access the E&M trunk 25.
• This extension dialed 2901 (ACD Path 001).
• The E&M trunk 25 performed a flash-hook, dialed 2901 and hung up.
• Agent ID 2801 answered the call but no indication of this.
• A supervised or unsupervised transfer results in the same smdr record.
• There is virtually no smdr data to support this call scenerio.

Note: 1. Similar SMDR records are ouput when calls are originated from other trunk types such as

MSDN, T1D4, LS/GS, etc..

2. RLT (Release Link Trunks) are also impacted by erroneous SMDR records.

SOLUTION

ONS, COV or DNIC ports interface to the some Voice Mail and IVR's. These type of interfaces must be installed specifically for Auto Attendant functionality. This will provide accurate SMDR records required for Cost Accounting and ACD Reporting. Although, this may result in a lack of VM integration (i.e. Enhanced Inband Signaling) such as providing the originating party information from an incoming trunk (ANI).

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