We have recently outsourced our Service Desk. We have set up a translation pattern using the old number used for our service desk to their number. This way we minimized the impact to our internal users.
Now management want to see the call volume to this number. How do I go about collecting this information?
Use CDR Analysis and Reporting to search for the called number. In CUCM admin go to Cisco Unified Serviceability > Tools > CDR Analysis and Reporting. Then in CAR go to CDR > Search > By User/Phone Number/SIP URL. Enter the called number and a date range to search.
I did try that and I got an error code of 10021 with a description of "There are no matching records". My search was based on the past week, and I know I have personally dialed this number several times.
Running this report on my number shows the 52 calls I made or received in the past week.
Since we are using a translation patter, the local number I want to track is not tied to any physical device. But CUCM knows how to process the call when I dail the number.