[cisco-voip] CDR for call analysis not billing

[Matthew J. Hughes]

I have a few different departments that need to have a mini call center.
They have 5-10 people answering calls and want to be able to get route calls
dynamically to them get call metrics, etc..  We are running CUCM 6.1 and
Unity Connection 2.  I can cobble together the call routing features they
want and allow them to turn them on and off. But the CDR  information
perplexes me abit.  Length of Hold Time,  number of Busy Calls are not
logged by my Call Accounting server as it is more oriented for billing
rather then call metrics.  Is there a Cisco Software that will fit this
nitch? Or is there only a Call Center product I would have to buy for 5000
agents and use for only 10?  Also I have looked into rolling my own CDR
analysis tool but dont want to reinvent the wheel if there is already a good
tool to do all of this. Thanks for the help.

Matt
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