In today’s contact center it has become quite critical to have detailed analysis of the calls being made, because of the following reasons –

• Customers making calls are used to getting real time status of the cost he incurs per call. This is quite familiar to the mobile / cell service subscriptions, where in the customer is informed about their balance after every call.
• Agent performance needs to be mapped and this might be needed real time, in which case the calls made by the agent needs to analysed, reported and evaluated for performance.
• One thing common to both the above mentioned scenarios, is that the calls being need to be analysed real time, just after the calls have been completed. Now if we look at the sheer volume of calls being made need to be analysed in real time, just after the calls have been completed. We can easily conclude that this needs a system application which will be analyzing the call details.
• For this purpose the call details being recorded need to be analysed. In order to analyse the call details the CDRs (Call Detail Records) need to be converted into a generic and more meaningful format so that any type of billing or performance evaluation processing can be done on it.

The CDR Mapping Tool is an application that converts or rather maps the fields of the CDRs recorded by the call servers / routers into fields / formats which constitute a generic CDR. The generic CDR thus produced can be taken for processing to produce Billing information or call performance data.

Some key features of the CDR mapping tool:

• Powerful web based interface, which can be accessed from any browser available.
• Output can be used as input for any application that is responsible for the billing or performance evaluation processing.
• The converted CDRs are maintained in a database, hence re-generation of any bill or performance data is possible.