Call reports: calls, hunt groups and users

What it is for

The CUCM writes a Call Detail Record (CDR) for every call. EasyUC reads these records and evaluates them. The reports answer who called whom and when, how well a hunt group could be reached and which users make the most calls.

The Reporting menu is divided into three groups. Nutzung & Erreichbarkeit (usage and reachability) contains the call evaluations of this chapter. Bestand & Systemzustand (inventory and system state) contains the cluster report, the device registrations and the soft phone reports. Automatisierung & Änderungen (automation and changes) contains schedules, name changes and automatic deletions. The itemized bill is a separate entry below them.

Prerequisites

• Licence module cucm and a working CDR import for the connection.
• Permissions View Reporting Calls Page (ROLE_APP_VIEW_REPORTING_CALL_PAGE), View Reporting Hunt Groups Page (ROLE_APP_VIEW_REPORTING_HUNT_GROUP_PAGE) and View Reporting Users Page (ROLE_APP_VIEW_REPORTING_USER_PAGE). Each page has its own permission.
• The CUCM connection is selected in the header.

Step by step: Evaluate calls

1. Open Reporting → Nutzung & Erreichbarkeit → Calls. The page is called Call List.
2. Narrow down the number and the period at the top. For connections with locations by number range, a location filter is available in addition.
3. Stay on List View for the individual calls. You set the sorting and the number of rows at the top.
4. Filter in the column headers by Calling Party, date, Original, Last Redirect and Final.
5. In the Call diagnosis column, click Analyze to examine a call technically.
6. Switch to Diagram View for Calls / Day and select the interval.

Step by step: Evaluate hunt groups

1. Open Reporting → Nutzung & Erreichbarkeit → Hunt Groups. The page is called Hunt Groups Calls Reports.
2. Search for the hunt group using Name.
3. Read All Calls, Calls Answered and Not Answered Calls for each Hunt Pilot.
4. Click the number of calls to open CDRs for Hunt Group, and filter by members, date and calling party number.
5. For each call, check Member Answered, Call Picked? and Duration as well as the diagrams Calls Total and Calls by Member.

Step by step: Evaluate users

1. Open Reporting → Nutzung & Erreichbarkeit → Users. The page is called Users Calls Reports.
2. Select the Users view for the calls of individual users.
3. Select Top 20 Duration Calls for the longest individual calls.
4. Select Top 20 Duration Calls (Users) for the users with the highest total duration.
5. Select Top 20 Number of Calls (Users) for the users with the most calls.

Fields and options

Check the result and troubleshoot

• If a list stays empty, first check the period, then the CDR import through the logs link in the CDR column of the CUCM connection.
• "This hunt group does not exist anymore!": CDRs exist for the Hunt Pilot, but the group has been deleted.
• "No user found!": The number cannot be assigned to any user.
• External numbers can appear shortened. You define the number of anonymised digits in the CDR settings of the connection.
• Data older than the retention period of the CDR settings is deleted and appears in no report.