Tracking user activity on cisco phones

[Ray Morehead]

Hi all,

Is there a way to track which buttons users press on any phones? Example situation would be, I have a department that keeps dropping calls when they put a caller on hold. But what I'm not sure of is if they are hitting Park instead of Hold. I have tested several times by calling in and putting my own call on hold, that seems to be working just fine but if they "accidentaly" hit Park then the call is on permanent hold and there is no way to get the call back even though the caller is still on hold. So to the called person, it would appear the call was dropped.

We are on CUCM 8.6...

thanks for your input....

~Ray                   

[clileikis]

Hi Ray,

You could enable a detailed CCM SDI trace and collect the logs after the user reports the issue.  This will track all of the events that were sent from the phone to CUCM.

HTH,

Chris

[Aaron Harrison]

Hi Ray

You can turn on detailed SCCP tracing. Basically nearly every keypress (certainly softkeys like park/hold) are sent straight to CUCM and would be logged in the diagnostic (CUCM SDI) traces. It doesn't go into any kind of CDR-style database.

Look into device name based tracing in the docs to limit it to the phones you are interested in or you'll get snowblind!

When you are reviewing the logs, you'll see messages like so:

StationD -  message to the phone from CM

StationInit - message from the phone to CM

Each line will have a TCP handle ID that identifies a particular phone, so once you find a line with the interesting MAC address you can note this and filter the file based on it.

There's examples here :

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/trouble/8_0_2/tbipcall.html#wp1003600

Aaron

[Anthony Holloway]

I have two examples of pressing the Park softkey: one from a SIP phone and one from a SCCP phone.

I just grabbed the CUCM traces via RTMT, and then opened them up in TranslatorX and searchd for the phone's IP Address, and just followed the events in chronological order until I saw the softkey event.

SIP

REFER sip: SIP/2.0
Via: SIP/2.0/TCP :4504;branch=z9hG4bK0000036b
From: <16125551313>>;tag=a088b4a2205c001500001b6f-00003f02
To: "Calling Party Name" <>>
Call-ID: OutOfDialog--0008-00007de1-00007bbe@
...content removed...
Content-Length: 902
Content-Type: application/x-cisco-remotecc-request+xml
...content removed...
  Park
...content removed...

SCCP

01/18/2013 13:18:59.064 |StationInit: (0000150) SoftKeyEvent softKeyEvent=14(Park) lineInstance=1 callReference=106572115.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.