Extended Audit Trail Log
Outbound Contact provides an audit trail for each outbound call dialed in preview, progressive, or predictive mode. A new OCS log_call_stats option creates a separate logging subsystem for Audit Logging to capture additional statistics on telephony events. OCS does not overwrite the existing data in this log or replace it with new data. The audit logging function adds data to a cumulative log.
The extended Audit Trail Log is discussed in detail in the following sections:
Contents
log_call_stats Configuration Option
You define the log_call_stats option in the OCS application object. If you set this option to yes, OCS creates the separate Audit Log. If you set the option to no or if the option is not present, the audit log function is not enabled.
Configuration of Audit Logging
The following table summarizes the configuration of Audit Logging in OCS release 8.1.0 and earlier, and in release 8.1.1. In Outbound Contact Server 8.1.0 and earlier, the configuration of Audit Logging is hard-coded in OCS. In Outbound Contact Server 8.1.1, the configuration of Audit Logging is user-defined using OCS Application-level configuration options. For more information about these options, refer to Section log call stats.
|
Audit Log File Attribute |
OCS 8.1.0 and Earlier Not Configurable |
OCS 8.1.1 Configurable <ref name="ref1">These options are set in the OCS application configuration section log_call_stats, which is not to be confused with the configuration option of the same name (see Section log call stats)</ref> |
| File name | CallStats.<MMDDYY_HHMMSS_MS>.log For example: CallStats.072303_182754_216.log |
Configuration option: all This option accepts a full path and file name for the audit log. |
| File location | OCS Application folder | |
| Segment Size | 10 MB | Configuration option: segment |
| Segment expiration | None | Configuration option: expire |
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Audit Log Record Format
OCS produces log records in a comma-delimited format, which can be easily imported into third-party applications, such as MS Excel or SQL Server's BCP utilities, for further processing. These are the comma-delimited fields in the log record:
- Date in this format: 'MM/DD/YYYY'
- Tenant name in single quotation marks
- Tenant DBID
- Campaign name in single quotation marks
- Campaign DBID
- Phone number in single quotation marks
- Call result (name of CallState from GctiCallState enumerable set, obtained from Configuration Server) in single quotation marks
- Time when dialing starts ('HH:MM:SS.MS')
- Approximate time when ringing starts ('HH:MM:SS.MS')
- Time when an unsuccessful call (such as "no answer") is released ('HH:MM:SS.MS')
- Time when called party picks up the phone ('HH:MM:SS.MS')
- Time when call progress detection is completed and when CPD Server initiates the call transfer to a queue ('HH:MM:SS.MS')
- Time when call is placed in a queue ('HH:MM:SS.MS')
- Time when ringing starts on an agent's DN ('HH:MM:SS.MS')
- Time when call is established on the agent's DN ('HH:MM:SS.MS')
- Time when call is diverted to an auto-answering device ('HH:MM:SS.MS') (For example, calls that are not connected to an agent in two seconds might be redirected to a pre-recorded message.)
- Name of the file with CPD recording in single quotation marks
- Name of the voice file that contains the recorded conversation in single quotation marks
- Approximate time difference between OCS and CPD Server computers (in milliseconds)
This field cannot be empty. The field value is zero (0) if the data is not available.
- Time when call is released on the agent's DN ('HH:MM:SS.MS')
| Note: | The timestamps (above) are precise to the millisecond and enclosed in single quotation marks. For example, '15:20:50.245' |
To support Audit Logging, the CPD Server conveys its timestamp values to OCS. For example, CPD Server passes to OCS the values that indicate when CPD Server has completed call progress detection and when it has initiated the call transfer to a queue.
Fields cannot be omitted. Two commas with no value between them indicate that there is no data for that field. That type of placeholder follows, for example, the time when an unsuccessful call is released. The reason is that the field represented by this particular placeholder is reserved for the time when a called party picks up the phone, which does not occur once the call is released. There is no field value in this case, thus nothing between the commas.
Timed Events in PBX and CPD Server
Which telephony events are timed and when the timestamps are issued depend on the type of hardware (PBX or Dialogic Board) and software (OCS, CPD Server) that you use for placing and monitoring calls. The next three tables provide details on timed telephony events for various hardware and software. The following table shows telephony events that trigger the timing mechanisms in a PBX board/OCS.
|
Timestamp For: |
Application |
| Dialing started | OCS |
| Ringing started | OCS |
| Unsuccessful call released | OCS |
| Call answered | N/A |
| CPD completed / Transfer initiated | N/A |
| Call placed in Queue | OCS |
| Agent DN ringing | OCS |
| Connected to an agent | OCS |
| Diverted for auto-answer | OCS |
| Call released on agent's DN | OCS |
The following table shows telephony events that trigger the timing mechanisms in a CPD Server in transfer mode.
|
Timestamp For: |
Application |
| Dialing started | CPD Server |
| Ringing started | CPD Server |
| Unsuccessful call released | CPD Server |
| Call answered | CPD Server |
| CPD completed / Transfer initiated | CPD Server |
| Call placed in Queue | CPD Server or OCS |
| Agent DN ringing | CPD Server or OCS |
| Connected to an agent | CPD Server or OCS |
| Diverted for auto-answer | OCS |
| Call released on agent's DN | OCS |
The following table shows telephony events that trigger the timing mechanisms in a CPD Server in ASM mode.
|
Timestamp For: |
Application |
| Dialing started | CPD Server |
| Ringing started | CPD Server |
| Unsuccessful call released | CPD Server |
| Call answered | CPD Server |
| CPD completed / Transfer initiated | CPD Server |
| Call placed in Queue | N/A |
| Agent DN ringing | N/A |
| Connected to an agent | CPD Server |
| Diverted for auto-answer | CPD Server |
| Call released on agent's DN | OCS |
Timing Data Availability in Preview Mode
In Preview dialing mode, OCS attempts to obtain the data required for audit logging from the telephony events (EventDialing, EventRinging) on the agent's DNs. These events should have outbound-specific pairs in the user data. Thus, the desktop application has to apply TMakeCall to all the user data received in Preview Record.