Caller ID inbound trace Unity

[Jerrytech1]

Inbound call to Call Handler on main number. Caller selects option which transfers them to our other phone system operators. The CID is not available from the PBX reports. Is there a way I can extract from Unity since the call hits the call handler first?

[Brad Magnani]

You can enable the following Macro Traces from Connection Serviceability:

Call Flow, Call Control, Conversation Traces

Then pull Connection Conversation Manager traces from RTMT, you'll be able to see all incoming call details that CUCM is passing inbound to CUC.

Brad

[Terry Mason]

Pulling traces from Unity, as Brad mentioned would be a great way to do this.   An alternative would be to use the CDRs.

A free CDR reporting tool like VoIP Detective can pull together the different legs of this call.  You won't be able to see which digits were pressed inside of Unity, however you would be able to see where the call is routed.  For example, you could see the call come into Unity, then see the call forwarded on to OperatorA, or the sales team, etc.

[Elliot Dierksen]

Translator X can also stitch together CDR and RTMT trace files.

https://translatorx.org/