Call Auditing

[rory.schmitz]

Hello, using CUCM 12.5.  Is there a way to audit what happened to an incoming call?  i.e. who or which device answered a shared line at a specific date or time?

We have a shared line (x7100) that 15 people have it as a secondary line.  An incoming call rings, but sometimes we're unsure who is answering the call or if someone is declining the call and sends it to voicemail.  Is there built in auditing that would tell us who diverted/declined the call?

[cdrguru · Accepted solution]

Rory,

There are several ways to audit shared lines to determine who answered.  One method is by using CDR.  See the steps below:

1. Export CDR from CUCM CDR Analysis and Reporting.

2. Open the sample in your favorite spreadsheet application.

3. Search for the shared line in the FinalCalledParty column of the spreadsheet.

4. position 58, destDeviceName, will show the deviceID of the User that answered the call.

5. You could also filter the duration column to show calls less than 5 seconds to find answer hangups.

Here is a DIY YouTube Video showing the process of exporting CDR from CUCM.

Cisco solution partners that specialize in CDR reporting or call analytics solutions make this process much more manageable.  Some even provide cradle to grave reporting, real-time dashboards and notifications to curb this behavior in the future such as Metropolis. https://developer.cisco.com/ecosystem/spp/partners/95069/

[rory.schmitz]

Excellent!  Thank you for this.  Our vendor walked us through using the Unified Real-Time Monitoring Tool along with a 3rd party log viewer (TranslatorX) and we were able to find it as well.  I like having multiple options, though and will give your solution a try.

[cdrguru]

Rory,

Cisco RTMT is a powerful tool and helpful for many uses cases.  That being said, it's not the easiest to use for someone not familiar with CUCM or non-technical person needing a quick report.  TranslatorX looks interesting.  I hadn't heard of them before and will look into it.  If you're looking for an easy to use solution for reporting requirements, I would love to show you our XT2 software over a quick WebEx.  In the meantime, here is a quick canned recorded demo for comparison.  Check it out here: