I am looking for a call detail reporting solution for a client. The client would like to be able to trace individual calls to respond to complaints - i.e. patients who complain about being on hold to long, callers who claim that no one answered when they hit a particular auto attendant option, etc..
I have found software that does exactly what we are looking for, but it is for a different brand phone system. See this screen shot for an example of what I am looking for. The software shows the call progression including how long the caller listened to the auto attendant, the time the phone rang before an agent picked up the call, and the call duration. It also shows any time someone was put on hold, parked, transferred, or conferrenced.
Has anyone used CDR software for UC500 that does a good job of this?
Thanks in advance!
In reality you could get someone who has either PHP or PEARL (The latter being the better option) and create a CDR based system for you, it wouldn't be that hard because the UC-560 can do CDR record deposits into an FTP folder, and you can then get your PHP/PERAL program to scrape the files and then report them in a readable fashion for you in a web browser.
Is there an off-the-shelf system? Yes there is, although I cannot remember them of the top of my head, there are about 3 or 4 of them that work with the Cisco systems, however pretty much all of them (If I am not mistaken) require CLI configuration and thus may take your system out of support scope, so you need to spend some time investigating this before acting on any decisions.
I would highly encourage you to speak with your local Cisco rep and ask them to assist with finding an ideal solution, although I have found in the past that they may not be all that knowladgable and may not be able to assist you properly unless you wanted to buy something they are selling
do you recall any of other those solutions? I've put together my own ftp-CDR based thing that uploads CDRs into database and does some pre-computed reports (same database also processes BACD stats), but would like to do a quick compare to see if i've missed any obvious things ;-)
Just a couple of links for you to look at :-)
And lastly Cisco's own recommendations :-)
In the past I just used all of them for ideas and went about working on my own one, the project has stalled as I haven been in the game for over a year, but one of these days I will reignite the project and get it up and running again.
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Resource Software International Ltd. (RSI) - a Cisco Preferred Solution Partner does offer complete cradle to grave (quick view and historical reporting) as part of our call accounting offering.