IP Office Centralized Call Log - Location or Viewer

[JacobsIT]

I need to investigate some claims that calls were dropped (or more likely as I suspect, missed). We have the centralized call log enabled, but I have been unable to determine how to view this log (or even where located).

I found another post on this forum, but the only answer was RTFM. I have read it and searched help and found no indication of how to view or where the log is located.

Can anyone help me determine the location and how to view?

IP Office 500 V2 8.1 (63)
Most users use softphone.

Thanks!

 

[amriddle01]

It just means that the missed call log is stored on the system instead of the phone, so when hot-desking around the log is still relevant to you, it doesn't keep any more data for any longer than what you see on the individual handsets. And also isn't visible outside a users handset, i.e it isn't a physical log you can access on your PC and see weeks of data etc

 

[amriddle01]

Also softphones suck as the main device, a deskphone is always recommended. I think you'll find the centralized call log doesn't apply to those at all even if it did what you thought, which it doesn't

 

[JacobsIT]

That makes sense. Thanks for the quick response.

Is there a log similar to what I was expecting... basically just a log of all calls? That seems like a basic feature, now that I think about it, I can't say the last system I worked on had that either.

I found a few options based on this thread:

http://community.spiceworks.com/topic/302334-avaya-ip-office-call-monitoring

I will try those out. It won't help for this specific situation but might down the road. Any advice on third party tools?

Also the softphone is not the best software, but it seems to fill our needs. I really wish they would put more effort into the softphone. Some basic bug fixes would be nice. A way to link up with Outlook for contacts, click to call, etc. would be great. It really could be a killer app, if they wanted.

Thanks again!

 

[amriddle01]

It's been binned off in 9.1, that's how much they didn't like it It was just a face lifted Counterpath Bria softphone anyway

 

[amriddle01]

You're exploring the wrong things I think. Even when you end up logging calls (you'll need 3rd party software for this, I recommend Chronicall) all it will tell you is that a call happened and then ended, not really why (in any useful detail). It's the why you're really interested in and that is very hard to determine especially with softphones, you need to catch it in SSA and monitor and that will tell you what you need to know, these can both run continuous logs that can be studied to find out why

 

[JacobsIT]

Well in this situation, the system is being blamed for "dropped calls" that I suspect were missed or were never made. Just a log might shed some light.

I just pulled up the monitor and was blown away by the amount of information. 10/10 will use again!

As you can see phone systems are not my thing... that was even explicitly stated in the interview. But I still have to fumble through administering it... the life of small shop IT!

Thanks for pointing me in the right direction.

 

[dailen]

Replying only from first hand experience, not expertise, but what I had to do was setup our system to output via SMDR (you'll see an SMDR tab under your system's properties). Then I got a SMDR Logger (we specifically got PBX Logger) that will query that SMDR port for changes. The version we got supports storing to a SQL database which has been very useful for reporting but probably is not necessary for you. Otherwise you just need an SMDR logger to process and output to a CSV which you can open in Excel and you can use it in a fairly digestible format. Ideally it'll be setup on a PC as a service and will rotate logs daily so you have one for each day. Then when you need to find something specific you just have to open that log and take a look.