Re: [cisco-voip] Call Flow data via transfers

[Tim Smith]

Hi,

If you want better reception / operator functionality, then take a look at the 
Imagicle suite as well.
You can have Advanced Queuing, IVR and reporting – even call recording if you 
need it.

For plain reporting, I’d recommend Variphy too.
If the information is there, they can typically find it and present it for you. 
They have a great engineering team.

Disclaimer – Variphy Partner 

Cheers,

Tim


From: cisco-voip  on behalf of Brian Meade 

Date: Wednesday, 21 September 2022 at 1:35 pm
To: Scott Voll 
Cc: cisco-voip voyp list 
Subject: Re: [cisco-voip] Call Flow data via transfers
I think Variphy does a much better job of stitching these calls with multiple 
legs together.

They'll help you setup a demo system if you want to compare.

On Tue, Sep 20, 2022, 10:28 AM Scott Voll 
mailto:svoll.v...@gmail.com>> wrote:
So we are on CM 12.5  also using contact center express.

we use isi for our CDR's.

is there a way to track call flow from call coming into our contact center and 
being transferred to hunt groups, or other people, vm - then zero outs, and to 
other places?

seems to be a large hole in our data.  Just wondering if there is something i'm 
missing, or a better application to get this data from?

Not opposed to changing up applications if needed.  maybe a reception console 
app could provide this?  I don't think our UCCx is the correct app for our 
reception desk anyway.

Thanks

Scott
PS. does M$ Teams have this kind of issue also?


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Re: [cisco-voip] Call Flow data via transfers

[Brian Meade]

I think Variphy does a much better job of stitching these calls with
multiple legs together.

They'll help you setup a demo system if you want to compare.

On Tue, Sep 20, 2022, 10:28 AM Scott Voll  wrote:

> So we are on CM 12.5  also using contact center express.
>
> we use isi for our CDR's.
>
> is there a way to track call flow from call coming into our contact center
> and being transferred to hunt groups, or other people, vm - then zero outs,
> and to other places?
>
> seems to be a large hole in our data.  Just wondering if there is
> something i'm missing, or a better application to get this data from?
>
> Not opposed to changing up applications if needed.  maybe a reception
> console app could provide this?  I don't think our UCCx is the correct app
> for our reception desk anyway.
>
> Thanks
>
> Scott
> PS. does M$ Teams have this kind of issue also?
>
>
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>
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Re: [cisco-voip] Call Flow data via transfers

[Bill Talley]

Not to hijack the thread, but which version did Cisco enable CDRs by default in 
CUCM?  I’ve always had to go to cucm service parameters and enable CDRs on 
every node…

Sent from my iPhone with bery tiny touchscreeb input keys, please excude my 
typtos.

> On Sep 20, 2022, at 9:44 AM, Wes Sisk (wsisk)  wrote:
> 
>  Generally speaking there should be adequate info in CDR to track the 
> multiple call legs. There are examples of tracking call flows here:
> https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_5_1_SU7/cucm_b_reporting-billing-administration-guide-1151su7/cucm_b_reporting-billing-administration-guide-1151su7_chapter_01000.html
> 
> Might be interesting to hear from ISI how they interpret the data provided 
> and what gaps exist.
> 
> -w
> 
> On Sep 20, 2022, at 10:27 AM, Scott Voll  wrote:
> 
> So we are on CM 12.5  also using contact center express.
> 
> we use isi for our CDR's.
> 
> is there a way to track call flow from call coming into our contact center 
> and being transferred to hunt groups, or other people, vm - then zero outs, 
> and to other places?
> 
> seems to be a large hole in our data.  Just wondering if there is something 
> i'm missing, or a better application to get this data from?
> 
> Not opposed to changing up applications if needed.  maybe a reception console 
> app could provide this?  I don't think our UCCx is the correct app for our 
> reception desk anyway.
> 
> Thanks
> 
> Scott
> PS. does M$ Teams have this kind of issue also? 
> 
> 
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Re: [cisco-voip] Call Flow data via transfers

[Wes Sisk (wsisk)]

Generally speaking there should be adequate info in CDR to track the multiple 
call legs. There are examples of tracking call flows here:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_5_1_SU7/cucm_b_reporting-billing-administration-guide-1151su7/cucm_b_reporting-billing-administration-guide-1151su7_chapter_01000.html

Might be interesting to hear from ISI how they interpret the data provided and 
what gaps exist.

-w

On Sep 20, 2022, at 10:27 AM, Scott Voll 
mailto:svoll.v...@gmail.com>> wrote:

So we are on CM 12.5  also using contact center express.

we use isi for our CDR's.

is there a way to track call flow from call coming into our contact center and 
being transferred to hunt groups, or other people, vm - then zero outs, and to 
other places?

seems to be a large hole in our data.  Just wondering if there is something i'm 
missing, or a better application to get this data from?

Not opposed to changing up applications if needed.  maybe a reception console 
app could provide this?  I don't think our UCCx is the correct app for our 
reception desk anyway.

Thanks

Scott
PS. does M$ Teams have this kind of issue also?


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[cisco-voip] Call Flow data via transfers

[Scott Voll]

So we are on CM 12.5  also using contact center express.

we use isi for our CDR's.

is there a way to track call flow from call coming into our contact center
and being transferred to hunt groups, or other people, vm - then zero outs,
and to other places?

seems to be a large hole in our data.  Just wondering if there is something
i'm missing, or a better application to get this data from?

Not opposed to changing up applications if needed.  maybe a reception
console app could provide this?  I don't think our UCCx is the correct app
for our reception desk anyway.

Thanks

Scott
PS. does M$ Teams have this kind of issue also?
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