TNG vs Amethyst reporting: number of calls

[Belinda Frick]

To compare the number of calls in TNG to the number of recordings in AMETHYST,
keep the following in mind:

1. Call details.
   
   
   • The call details you receive in TNG depends on the PABX functionality, for example:
     
     TNG receives call details from the PABX's SMDR port. The SMDR port will send off call details for all extension in use on the PABX. If the PABX sends the date-time for the calls, it will be as per PABX times. If no date-time received, the PCs time will be used.
     
     
   • The AMETHYST recording details depends on the recording solution in place, for example:
     
     • AMTMitelCRE:
       AMETHYST call details is as per recording solution software(AMTMitelCRE). The time of the recording will be that of the CRE server(the server AMTMitelCRE is running on). It only receives the phone number and call direction from AMTMitel.
     • VoIPRecorder:
       AMETHYST call details is as per recording solution software(VoIPRecorder). Call details is received from the recording drivers and the recording time will thus be as per PC time(VoIP server).
     • AMTCards:
       With extension or trunk side recording, we can used call details the recording card provides or receive SMDR from the PABX (same data as TNG). If the recording card provides call details, it will use the Cardserver date-time. For call details the recording card can provide - see forum post:
       Recording cards and call details / call termination
       
2. Number of calls.
   
   
   • TNG.
     TNG will list all calls made/received on a extension:
     - answered
     - unanswered
     - partially dialed numbers (the pabx registers a duration from the time the dialing starts until the call is terminated - if you press 021592, it could show a 5 second call, etc.)
     
     
   • AMETHYST.
     AMETHYST will record calls with a duration.

Conclude:

The differences in number of dials can be:

• the unanswered calls,
• short duration calls or
• calls with partially dialed numbers.

Suggestions:

1. TNG has the option to specify the 'Call Outcome'. Set it to 'Answered Calls Only' to discard the unanswered calls - see attached screenshot for settings:
   
   tng-report-call_outcome.jpg
   
   
2. With this setting in place you will still have the short duration and partially dialed number calls. TNG has a "Call Filter" facility to discard calls shorter than the configured duration. The Duration can be configured per call type.
   
   Access this facility from the Home page through the "Settings" screen and scroll down to "Minimum Call Duration (seconds)":
   
   tng-settings-minimum_duration.jpg
   Add the values that you would like to use and Apply your settings. Calls shorter than these configured values will now be discarded.