Building call trees with call handlers and hunt pilots reporting

[byronmcneil]

Hello

I have a task from client who wants to have 4 departments set up as a call center through CCX, main reason is to get reporting. to avoid license issue. we decied to build a call handler to provide menu options and greetings. The transfer to user / agents would be via a hunt pilot to the departmental groups. Is there a way to obtain CDR reporting for calls being sent to users in the hunt list. If so please provide what type of information can be pulled as a report and or documentation.

Thanks

[VoIP Engineer]

If I understand you, you'd like to know how may calls go to a hunt list / group, how many are answered, and who answers the calls.  A Unity call handler will provide the menu and options.

CDR reporting will not give you information about what options are chosen while the call is in Unity.  It will show you what calls pass from CUCM to Unity, and it will show you calls from Unity to the hunt pilot however.

Getting reporting for your hunt group however is possible, as the CUCM CDRs have all this data.  You could use a product like the free VoIP Detective call reporting package, to pull information on the hunt pilot.  This would show you how many calls came in, which were answered, and by who (technically the userid of the device that answered the call).

Some available information (there is quite a bit more):

• calling party
• called party
• date time of call
• ownerid of device who answered
• time to answer
• network quality information (jitter, latency, etc)
• was the call forwarded, conference, transfer,etc

[Maren Mahoney · Accepted solution]

The Call Detail Record and Reporting Tool (CAR Tool ) can provide some reporting on Hunt Pilot calls. You many need to enable the Call Manager Service trace parameter "Enable Route or Hunt List Trace" to have the trace files show how CUCM selected a DN to send a call to (rather than just listing the DN without the selection process).

If you want a single pilot to give a menu where you select one of the four departments, then Unity Connection (or UCCX as you noted) would be needed. The CDRs give less information about calling party when the call goes through Unity Connection but the reporting on the hunt itself and DN that received the call is possible.

If you don't mind having four pilot numbers (one for each department) then you might want to consider the Native Call Queuing feature in CUCM.  System Configuration Guide for CUCM - Chapter: Configure Call Queuing 

Also take a read through Administration Guide for CUCM - Chapter: Service Groups in Trace Configuration and look for the sub-section "Unified Communications Manager CDR Services" for more information on what information is collected in CDRs (and therefore made available for reporting). 

Edited to add: Also make sure that the CallManager Service parameter "Show Line Group Member DN in finalCalledPartyNumber CDR Field" is set to True. (And look around at other hunt-related parameters in that same section to see if others apply.)

Maren