New to CUCM 10.5 (upgrade environment from CUCM 7.1 to 10.5),
Agent can pull up his IP Communicator and go to Directories --> Placed calls ... it shows a call from the IPC to his Mobile phone, he said he was on there about 20 seconds. In CUCM I go to United Serviceability --> Tool --> CDR Analysis --> CDR then search by his extension and search by the gateway he goes out of and that call is nowhere on the reports.
In testing the next day had the agent on his IPC , had him call his Mobile , stayed on for 3 seconds, and I went back to CDR and the call was there.
Another day right after that he stated he called a customer and I can not find record of it in CDR. Those calls , he called the nubmer and left a voicemail for the customer ,
any ideas of why a call I see on his soft phone is not showing up in CDR reports - are there configurations I may have missed ?
Hi still trying to get time to read the links provided.
But to answer ones I know:
Yes - the IPC is always registered to the same CUCM server
Yes - the CDR is enabled on all servers
Time Zone - that is always a ridiculous hoop to jump through (GMT on entering in report search filter, take into consideration the user may be anywhere in the world and report items in their time zone, then the reports I believe always shows in Server time zone) ,,, this is , to me, the worse part of having to run a report in CUCM. So normally I try and put in a large window to try and cover GMT and the local users time ... and looking at the results it has calls before and after the reported time the user shows on the IPC.
I will report back when I finish getting through the links provided