CUCM CDR and UCCX IVR Call Reports

[Fedor Solovev]

Hi, dear Cisco Community.

I have CUCM 11.x and UCCX 11.x with IVR.

Could someone suggest 3d party software (or just free method) to parse call details into a readable reports - this is from CUCM and UCCX (maybe from Cisco GW as well) :

- to put info about call duration,

- duration of caller being on hold or

- the time it takes a caller to listen the IVR greeting

- and other steps within IVR script  as well ?

I think CDR from CUCM is simply not enough to reflect all call flows.

[Manish Gogna]

Hi Fedor,

Here is a list of few of them, preferred ones at the top

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search[q]=call+accounting

HTH

Manish

[Fedor Solovev]

Dear Manish, hello again.

Thank you for this link. I will look into it.

May be you or your colleagues have experience with one of these products or you can share your opinion about preferred ones according to needs described above ?

[Manish Gogna]

Hi Fedor,

Most of these third party apps will take care of your requirements, however you can check the following posts as well where some customers have given feedback about the software that they are using

https://supportforums.cisco.com/discussion/11299746/3rd-party-cdr-software

https://supportforums.cisco.com/discussion/11418506/3rd-party-billing-system-integrated-cisco-call-manager-85

Once you narrow down to 2-3 options you may get in touch with their support team to discuss the feature support and cost/support factors.

Manish

[Fedor Solovev]

Hi, Manish.

Cisco representative respond that they cannot suggest any 3d party applications,

however,

I have decided to parse CDR from CUCM and to try to push it into "big" CUIC as exported report.

Thank you for answer.

Unfortunately, Cisco doesn't have any instruments in it portfolio to build one solid report for CUCM, UCCX and other UC products.

[Manish Gogna]

Hi Fedor,

Thanks for the update, I had suggested to check with the representatives of the third party apps that you narrow down to from the options available as they can inform you about the capabilities of the product as per your requirement. Cisco CDR option has always been meant to provide the basic reports and does not cover all the requirements of different customers.

Manish

[Fedor Solovev]

Good day, Manish.

Thank you for your respond. It is fair Cisco decision. By contacting with Cisco I was just trying to get a respond from the original source.

I am thinking about a time, Calling and Called Party, but there is a possible problem with time mismatch. From the other hand, CUCM is connected with UCCX via jtapi.

I am searching the info how to pull this data together. Maybe you or someone else know, how to merge or match CUCM Call ID and UCCX Script Task ID ? I will need this to build resulted report.

[Manish Gogna]

Hi Fedor,

Please check the following

https://supportforums.cisco.com/discussion/11233386/call-manager-call-id-uccx

https://supportforums.cisco.com/discussion/11957501/cisco-quality-management-call-id-fields-uccx

HTH

Manish

[Deepak Rawat]

There are two main categories that I will divide the reporting that you require:

1) Calls coming into CUCM and getting handled there only, maybe either by some Hunt Pilot, direct extension etc.

2) Calls coming into CUCM and then being routed into UCCX over Jtapi which are then handled by the scripts and further roll down to the agents in the Call Center on UCCX side.

For point # 1, you can simply get the raw data from CM and then use third party billing server/apps to get it formatted in a readable format.

For point # 2, CUIC by default provides lot of stock reports which provides the information related to calls such as calling numbers, called numbers, hold time, talk time etc. Refer below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/user/guide/UCCX_BK_U6A2CAD2_00_uccx-report-description-guide-115.html

Regards

Deepak

[Fedor Solovev]

Hello, Deepak.

Thank you for your respond.

The 1) is not fit my schema - Calls are sent to UCCX and then it may (or may not) be sent to HP or somewhere.

The 2) System doesn't have agents. And I think I have decided to try not to use 3d-party soft yet.

My point is to get CUCM CDR, parse it and push it to DataBase or directly to CUIC and to build full report.

Or vice versa - to get log info or smth like CDR from UCCX (with info about script steps) and put all this into DataBase with CUCM CDR.

What I need is to merge info from two systems into one file or DataBase (as a minimum).

What do you think ?

[Ratheesh Kumar]

Hi Fedor

Softex is a pretty good one for CDR reports

http://www.soft-ex.net/solutions/

Regards

Rath!

[Fedor Solovev]

Hello, Rath.

Thank you, the description and diagrams looks good, but I think it cannot connect to UCCX script details.

[VoIP Engineer]

Another good option is https://www.VoIPDetective.com.  There are both free and paid versions, and it can do everything you mention.