Cisco Call Manager CCM Attendant Console Logging Capabilities

[Phylum]

Hey Everyone,

Let me start off by saying I'm no network engineer or Cisco certified anything! I apologize if this question was raised & answered once before in another form/thread or just happens to be a known issue and its not possible. Please bear with me.

I manage a help desk of about 9 people, who are all members of a hunt group, and I'm hoping to get a better sense of how often our engineers are available to take calls. The previous employer had a lovely ACD system which allowed me to track call duration, when they sign off/on, how long between calls, how long they use the 'make busy' option etc. (This was instrumental in getting buy-in for more employees!)

Recently its become my responsibility actively participate in performance monitoring and adjust our process if need be.

I've alreasy spoken with our network & phone engineers and based as far as I know, there's no way for me to tell how many calls an individual receives in a day, how long an individual is on a call or how long before an individual receives their next call. I'm okay with that. (If you can tell me otherwise, I'm open to what ever instructions or literature available so I can bring this to them.)
What I'm looking for is some way to show when a person signs on (goes online) and signs off (goes offline) in the Cisco Call Manager Attendant Console. I just refuse to believe that its not logged some where that person 8 from HuntGroup A signed on, or made him/herself available to take calls, at 9:45AM. Its strange that it wouldn't make a log entry or something!

I have no idea what information you might need but here's what I have:
Cisco Phone Model CP-7960G w/ Firmware 8.0(4.0) & DSP 4.0(2.0)[A0]
Attendant Console:
Console Version: 1.3(1ES6)
Server Version: 1.4(1ES13b)

 

[pmoorey]

Hi,

Your Attendant Console and individual phone are not going to help you obtain that kind of information, however there will no doubt be a 3rd party application that will meet your requirements.

Call Detail Records (CDR) are create on your active CallManager server, a 3rd party app should be able to interface with the server and present the information in a readable format. I searched and found:

http://www.telsoft-solutions.com/cisco-call-accounting.html

HTH


Peter
CCNA, Cisco Qualified Specialist

 

[Phylum]

Thank you so much pmoorey for reviewing this thread.

I'll take a more thorough look at the website once things get going today.

One Question: Is this information stored in a database or within a log file? I'm beginning to wonder if this is something I can possibly do on my own assuming it doesn't use some obscure method of interfacing with the server. I could whip up some PHP code to extract the data from the DB or create a script that will parse information from the log file into a MySQL DB then pull the data I need.

Do you happen to know if this 'homemade' solution is possible?

Thank you all for reviewing this thread and considering whether or not its possible.

J

 

[pmoorey]

Hi,

Yes you can manually retreive CDR data, it can be stored in either a flat file, or in database format.

See site below for a VERY simple overview.

http://safari.oreilly.com/1587051923/ch07lev1sec3

My expertise doesn't extend to this subject particularly so this is about as far as I can help you.

Hope this helps.


Peter
CCNA, Cisco Qualified Specialist

 

[Phylum]

pmoorey,

Even though your expertise doesn't extend to this subject, you have been MOST helpful! I thank you kindly so very much for looking into this and sharing what information you had. You may consider it 'little' information but its extremely useful to me.

If I get more information, or figure out a way to get the data I need, I will document it and post it online.

Thanks.

 

[Iwontremember]

I personaly dont care for CDR but it is free. what he needs is a Callcenter IPCC and to run historical reports and be able to see call data real time. but it is a Cisco product and expensive.

 

[Iwontremember]

But with CCM you do get the software but only enough lics for 5 agents.