Trace calls and door bells

What it is for

Trace calls watches the calls of selected phones over CTI and shows them live in a list: who calls whom, when the call was connected, when it was hung up. Unlike Live Calls, it applies only to the devices you enter explicitly.

The same setting controls the door bells. When a phone entered as a door bell places a call, the called phone receives an image from a stored address and an additional button.

You first set up the CTI account and the set of devices at the CUCM connection. After that you read the calls in progress under Devices → Trace Calls and manage door bells under Devices → Door Bells.

Prerequisites

• A licence with provisioning. The Trace Calls entry appears in the action menu of the connection only then.
• Access to the CUCM connections in the administration to change the setting.
• For the list: role ROLE_APP_LIST_TRACE_CALLS. For door bells: ROLE_APP_LIST_DOOR_BELLS. Creating, editing and deleting door bells requires ROLE_APP_ADMIN.
• The phones to be watched exist in the CUCM and allow control over CTI.
• For door bells: an image address that delivers the camera picture.

Step by step: set up trace calls at the connection

1. Open Administration → CUCM & Provisioning → CUCM Connections.
2. In the row of the connection, click Actions → Call tracing. The Call tracing dialog opens.
3. Switch on Enable. Only then do the other fields appear.
4. Under User Id, enter the name of the CTI user. The field has the fixed prefix euc_.
5. Enter Password and Retype Password.
6. Under Devices, choose the devices whose calls are to be traced.
7. Under Door Bells, choose the devices that work as door bells. A block with its own fields appears for each device chosen.
8. For each door bell, fill in Image Url, Code, Button Name and Period to re-send image (seconds).
9. Click Save.

Step by step: read traced calls

1. Open Devices → Trace Calls. The page is titled Device Trace Calls.
2. Place a test call from or to one of the phones entered.
3. The call appears as a row. Status and timestamps change while the call rings, is answered and ends.
4. Read caller, called party and the times.

Step by step: create a door bell and view its call history

1. Open Devices → Door Bells.
2. Click Create, choose the Device and fill in image address, code, button name and resend period. Save.
3. Add IP Phone adds a further phone to trace calls without opening the dialog at the connection.
4. In the row of a door bell, click Call History to see its previous calls with Call ID, called device, status and times.
5. Use Edit and Delete to change or remove a door bell.

Fields and options

How to read the call list

Check the result and narrow down errors

• You recognise success when a test call on one of the phones entered appears as a row immediately and turns green once answered.
• An empty list is no proof that all lines are free. It shows only calls of the devices entered. Check the set of devices and the CTI account.
• The notice that the device was already configured and no changes will be made means: the phone is already part of trace calls.
• If the dialog reports devices that no longer exist in the CUCM, it offers the option Should EasyUC remove these devices from trace calls?. Tick it and save.
• If no call appears at all, check on the CUCM whether the CTI user exists, the password is correct and the devices allow CTI control.
• If the called phone receives no image, check whether the image address can be reached from the network of EasyUC and of the phone.
• For all calls in the cluster without selecting devices, use Live Calls.