Specific CDR query for SLA measurement

[garland]

I have a customer who wishes to measure the effectiveness of their telephone receptionists. They have 4 staff using Attendant Console (CCM 3.2.2c spG) and multiple line appearances each.

The SLA is to answer 95% of calls within 15 seconds.

CAR obviously cannot reproduce such a specific report. How can this information be found in the CDR database?

Q1: Is there a database attribute in the CDR detailing how long a specific line rang before being answered? How can I obtain the details of the SQL schema for the CDR database?

Q2: Can something like Crystal Reports be used to perform SQL queries against the CDR database?

Q3: Are there any 3rd party products which can do this kind of report?

[p.krane]

I am not very sure, if you can really find out how long a specific line rang before being answered, but you can surely conigure the ring settings like the cadence, the pattern of the ring, like how long each ring will be played and many other features of ring can be configured. The same has been explained in the following document.

Voice, Video, and Fax Commands: register Through shutdown (voice-port)

http://www.cisco.com/en/US/products/sw/iosswrel/ps1835/products_command_summary_chapter09186a008008748f.html

Hope this helps.