[cisco-voip] CDR for call analysis not billing

[Ed Leatherman]

Matt,

I'm not sure you could pull hold time out of CDR's.

I know IPCC express can do what you need, its specifically aimed at small
call centers. You used to get a freebie 5 agent license with CUCM, not sure
if you still do or not might be worth checking the box. You'll need a
separate server for that even if you got the free license. You'd have an
upfront hardware and software cost plus incremental agent license cost.

Arcsolutions.com might have something to do what you need to do too, i think
that product does some basic call queuing not sure about reports though.

Ed

On Fri, Oct 17, 2008 at 4:11 PM, Matthew J. Hughes <mattjhughes at gmail.com>wrote:

> 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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>


-- 
Ed Leatherman
Assistant Director, Voice Services
West Virginia University
Telecommunications and Network Operations
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