Unified Communications Archives

Call Reporting for Call Center Managers

As the manager of a call center, you understand the importance of maintaining a high level of customer service. To achieve this, you need to monitor your call traffic and ensure that your agents are providing the best possible experience to your customers. This is where call reporting software comes in. In this article, we will discuss how VoIP Detective can help you as the manager of a call center that uses Cisco CallManager.

VoIP Detective is a comprehensive call reporting software that integrates seamlessly with Cisco CallManager. It provides advanced call reporting features that enable you to track, analyze, and optimize your call center operations. With VoIP Detective, you can gain insights into your call center’s performance and make data-driven decisions to improve your overall customer service.
Let’s take a closer look at how VoIP Detective can help you as a call center manager.

1. Accurate Call Reporting
VoIP Detective provides accurate call reporting that enables you to track every call that comes into your call center. You can view detailed information about each call, including the caller ID, call duration, call time, and call type. This information can help you identify trends and patterns in your call center’s performance and make adjustments accordingly.

2. Real-Time Call Monitoring via Wallboard
VoIP Detective offers what we call a “Wallboard”, which can show you in a single window, the number of calls on hold, the number of agents talking, those that are idle, and more. By integrating directly with your Cisco UCCX call center, VoIP Detective can give you full visibility.

: Show a single queue

: Show many call center queues at once

: Show only the stats that are important to your team.

3. Historical Reporting
In addition to real-time reporting, VoIP Detective also provides historical reporting capabilities. This allows you to analyze your call data over a period of time, giving you insights into trends and patterns. With VoIP Detective, you can view reports on call volume, call duration, agent performance, and more. This information can help you identify areas for improvement and make data-driven decisions to optimize your call center’s performance.

4. Agent Performance Monitoring
VoIP Detective also provides agent performance monitoring capabilities. This allows you to track how your agents are performing and identify any areas where they may need additional training or support. With VoIP Detective, you can view reports on agent activity, such as call volume, call duration, and call handling time. You can also monitor call quality to ensure that your agents are providing the best possible service to your customers.

In conclusion, VoIP Detective is an essential tool for call centers that use Cisco Callmanager. Its real-time and historical reporting capabilities, agent performance monitoring, and wallboard features make it the perfect solution for managers who want to optimize their call center’s performance and provide the best possible service to their customers. If you’re looking for a call reporting software that can help you take your call center to the next level, VoIP Detective is the solution you’ve been searching for.

Unified Communications Call Center Managers

Easily perform packet captures, pull CUCM traces, and gather SIP logs using the Cisco RTMT

Generating logs for CUCM, SIP, or networking in general can be hard

Often when working with Cisco TAC (support) you’ll be asked to “pull trace logs” or perform a “packet capture”. This can often mean setting up a device that can capture packets on each end of the conversation, and actually capturing the ones and zeros between each endpoint (starting and stopping the capture at the same time on each end). This process can be quite frustrating, as you’ll usually need to have two devices built to do the capturing, and you’ll have to configure some network switchports to mirror the traffic (i.e. copy packets going to a phone or gateway to the packet capture device). Luckily, there is a better way.

Understanding Cisco CMRs and K-factor data

Cisco CUCM produces CDR files (Call Data Records) as well as CMR (Call Management Records). In this article, we’ll look the CMR files, and the data contained inside.

VoIP Detective is able to read these CMR files, and produce CMR data that is easily viewable in the admin report:

Unified Communications cmr, k-factor

Cisco Call Termination Cause Codes, Values and Descriptions

Cisco Call Manager’s main purpose is to route calls from one endpoint to another, usually called the originating device to the destination device. While doing this there are practically an unlimited amount of things that could go wrong. Cisco decided to use what they call a “call termination value” to explain what the issue was. This value is typically numeric, and refers to a preassigned value.

These codes are typically seen in CDRs (Call Detail Records) that are produced by CUCM. CUCM produces CDRs so that they can be read by analytic software (like VoIP Detective), to ultimately produce human readable reports. Read more about Cisco CDRs here.

oriCause_value

This means that the cause code was produced by the originating side. The originating side could refer to a phone that started the call, or the gateway that first received an inbound call (among other things).

destCause_value

This means that the cause code was produced by the destination side. The destination side could refer to a phone that received the call, or the gateway that received an outbound call (among other things). An example would be a destCause_value of

Below is the complete list of cause code values, and where appropriate, I’ve given some explanation as to the meaning.
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Unified Communications call termination cause code, call termination code, call termination value, destCause_value, oriCause_value

Reading and Understanding CUCM CDR files

CDR files – an overview

Cisco’s Unified Communications Manager (CUCM) is build to allow third party applications to provide call reports. This means that Call Manager will provide raw call logs, called CDRs (Call Detail Records) to whatever destination the engineer specifies. In fact, you can have up to three report destinations defined in Call Manager, allowing for multiple call reporting servers. Once you specify the address of your call reporting server inside of CUCM, it will begin pushing CDR files to that server. I believe it’s also important to mention that you can use the CDR Analysis and Reporting (CAR) to extract CDR files from CUCM. This will allow you to either manually review the CDR, or to manually feed it to a reporting / analyzing program.

Unified Communications Reading call detail reports, Reading CDRs