Microsoft Office Communications Server 2007 R2 introduced the new Response Group Service and as a result added a few new queries to the Call Detail Record (CDR) reporting tool that is included with the Microsoft Office Communications Server 2007 R2 Resource Kit Tools. This article addresses a known issue with the Response Group Service CDR queries and shows before and after examples of the queries.

Author: Scott Stubberfield

Publication date: February 2010

Product version: Office Communications Server 2007 R2

In Communications Server 2007 R2 we introduced the new Response Group Service and as a result added a few new queries to the CDR reporting tool that is included with the Microsoft Office Communications Server 2007 R2 Resource Kit Tools. This article addresses a known issue with the Response Group Service CDR queries and shows before and after examples of the queries.

If a call is placed to the Response Group from a Communicator client, the call is listed correctly in the report. However, if the call is placed from a PSTN endpoint (via Mediation Server), the call is not listed. It turns out that the issue relates to the underlying SQL query that was included with the Archiving and CDR query tool.

Download the .xml file located at http://go.microsoft.com/fwlink/?LinkId=183643, and this should resolve the issue with the underlying queries. To take advantage of these queries, replace the downloaded .xml file with the default .xml file that is included in the \\Reskit\ArchivingCDRReporter directory.

If you had the Archiving and CDR report tool open before you replaced the .xml file, exit and restart the tool. After you restart the tool and review the CDR queries for the Response Group Service reports, you will see calls that were received from a PSTN endpoint that were previously excluded from the reports.

List of calls received by the Response Group Service

Figure 1 shows the details of all of the calls that have been received by the Response Group Service. Figure 2 shows an example of the report that now correctly lists all calls that were received, including those that were received via a Mediation Server.

Figure 1. Before: List of calls received by the Response Group Service
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Figure 2. After: List of Calls received by the Response Group Service
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Total number of calls received by the Response Group Service

Figure 3 shows you a summary of all of the calls that have been received by the Response Group Service. Figure 4 shows an example of the report that now correctly lists all calls that were received, including those that were received via a Mediation Server. This updated report also shows some optimizing in how the summary data is presented.

Figure 3. Before: Total number of calls received by the Response Group Service
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Figure 4. After: Total number of calls received by the Response Group Service
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List of calls successfully accepted by agents in the Response Group Service

Figure 5 shows you the details of all the calls that have been accepted by agents in the Response Group Service. Figure 6 shows an example of the report that now correctly lists all calls that were accepted, including those that were received via a Mediation Server.

Figure 5. Before: List of calls successfully accepted by agents in the Response Group Service
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Figure 6. After: List of calls successfully accepted by agents in the Response Group Service
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Total number of calls successfully accepted by agents in the Response Group Service

Figure 7 shows you a summary of all of the calls that have been accepted by agents in the Response Group Service. Figure 8 shows an example of the report that now correctly lists all calls that were accepted, including those that were received via a Mediation Server. This report also shows some optimizing in how the summary data is presented.

Figure 7. Before: Total number of calls successfully accepted by agents in the Response Group Service
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Figure 8. After: Total number of calls successfully accepted by agents in the Response Group Service
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List of calls successfully transferred by the Response Group Service on queue time out or queue overflow

Figure 9 shows you a list of all of the calls that have been transferred by the Response Group Service on queue time out or on queue overflow. As you can see in Figure 9, the before version of this query incorrectly identified the transferred calls. Figure 10 shows an example of the report that now correctly lists only the calls that were transferred.

Figure 9. Before: List of calls successfully transferred by the Response Group Service on queue time out or queue overflow
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Figure 10. After: List of calls successfully transferred by the Response Group Service on queue time out or queue overflow
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Total number of calls successfully transferred by the Response Group Service on queue time out or queue overflow

Figure 11 shows you a summary of all of the calls that have been transferred by the Response Group service on queue time out or on queue overflow. As you can see in Figure 11, the before version of this query incorrectly identified the transferred calls. Figure 12 shows an example of the report that now correctly lists only the calls that were transferred.

Figure 11. Before: Total number of calls successfully transferred by the Response Group Service on queue time out or queue overflow
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Figure 12. After: Total number of calls successfully transferred by the Response Group Service on queue time out or queue overflow
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Please keep in mind that this updated SQL query is provided ‘as-is’ similar to the entire Resource Kit application itself.

* Special thanks to Stéphane Cavin, Kangmo Kim, and Sam Gao for providing the updated xml file and for reviewing my write up of the issue.

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