Caller ID and CDR

[Borvik]

We are looking at phone systems, and reporting is a big issue for us (for the boss anyway and that's all that counts right).

We are leaning heavily towards a Cisco phone systems, but the boss want's to know if the reports contain the caller id name.

We will be creating our own reporting program that accesses the SQL database to query the CDR database. I was reading through some of their documentation and reading through the fields and found several candidate fields, but I don't know if I can call their descriptions of the fields descriptions - because they didn't really tell me what those fields stored.

Does anyone know if the CDR records store the caller id name ? And if so - what field?

Thanks.

 

[Riktov]

Hi you can beowse on cisco web page and look callmanager + understanding cdr, there you will find several links, choose the one for your callmanager and cdr version, but as far as I recall there is no caller id you can have the calling number and the called number.

 

[Borvik]

Yea, I've been looking through their documentation the field descriptions though aren't very helpful.

I see the calling number field (callingPartyNumber) and I figured if the caller name (from caller id) is stored it would be a text field. So I looked at all the text fields, but all I

callingPartyUnicodeLoginUserID - Calling party user ID.
origDeviceName - Specifies text string that identifies the name of the originating device.

Those were just a few of the possibles I found. The descriptions (as you can see) are sort of vague. Sure the calling party user ID can be a true user ID, but only when the calling party is on the system - it doesn't mention anything about an incoming call from the grid. Same thing goes for the device name. Either could potentially store the caller id name for incoming grid calls - and for that matter the Comment field is also a possibility as well.

If I can confirm these possibles one way or another - at least I can report something to the boss.

 

[biglebowski]

Have a look at cti as well. You can create your own db and insert call info that way. cti will include cli etc and going down the cti route will make it easier if you plan to develop crm apps later.

When I was born I was so suprised I didn't talk for 18 months

 

[Borvik]

Ooh - that sounds interesting.

The CTI sounds like it runs on a client, what I have in mind would have then have to monitor ALL incoming calls. I can't see anything (technically speaking) preventing that from happening.

Do you have any links to information about the CTI and retrieving call info?

Thanks.

 

[biglebowski]

Don't have any links but we use cti for voice recording. We install either the JTAPI client on a machine this connects to the call manager and gets real time call info. We then use this info to update an sql call logging database and extract the ip address of a phone and capture the rtp packets for recording. This also works in customer service so that when a customer dials in we see their cli and automatically open up their customer account within siebel so it is ready for the agent when they answer the call. we are working at the moment to integrate the recording with siebel so that when a customer calls in the recording link is automatically inserted into their account so it can be used for any disagreements or complaints later.

When I was born I was so suprised I didn't talk for 18 months