Author Archives: Rich Mahlerwein

New Concurrency Calculations!

It’s the moment you’ve ALL been waiting for! We often get asked if the gateway concurrency page could be modified to do other similar things.  In thinking through doing that, we realized that most of the extra use cases could be handled much better if there were a “concurrency” field you could use in General…  continue reading…

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Weekdays, weekends, and reporting over disjointed timeframes

We’ve had a few questions recently about how to report on disjointed, separate time frames. For instance, How do I report on only after-hours calls?  Or maybe I want to report on calls between 8 AM and 5 PM, Monday through Friday, and also 9 AM to Noon on Saturday. Let’s start with that first…  continue reading…

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Shoretel Extensions and Groups

As of Shoretel 2.2, we’ve added in some amazing new functionality. What’s new? The biggest change is that we’ve built in a page to summarize extensions.  You can define groups and subgroups, then on an easy to use page report on the number and length of calls (in various directions).  Here’s an example! Use cases…  continue reading…

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Custom Maps – 3, Converting Your Map Into a Choropleth Map

Imagine plotting your printer error count directly on a floorplan, or dropping count of failed backups on a campus map so you know which locations are having problems! If you were to search for “Splunk custom map”, you might find as I have that the only customizations they talk about involve just putting *your* data…  continue reading…

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Custom Maps – 2, Using Your Map Inside Splunk

Imagine plotting your printer error count directly on a floorplan, or dropping count of failed backups on a campus map so you know which locations are having problems! If you were to search for “Splunk custom map”, you might find as I have that the only customizations they talk about involve just putting *your* data…  continue reading…

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Custom Maps – 1, Create a Tileset

Imagine plotting your printer error count directly on a floorplan, or dropping count of failed backups on a campus map so you know which locations are having problems! If you were to search for “Splunk custom map”, you might find as I have that the only customizations they talk about involve just putting *your* data…  continue reading…

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New Cisco quality scores

Just when you were getting a handle on knowing what MOS (mean opinion score) or it’s cousin MLQK (MOS Listening Quality K-factor – the last 8 seconds MOS) means and how they’re useful, Cisco is phasing them out. But first and important (and short) note: Please update to version 5.10 to get all the goodies…  continue reading…

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Shoretel 2.0

For all you with Shoretel phone systems, we’ve got news for you!  Shoretel 2.0. What new features does this bring to the table? New Browse Calls Browsing calls was never so easy – you can now have any fields you’d like on the screen.  If you are investigating calls that disconnected for unusual reasons, need…  continue reading…

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Simple Search Filters

Sometimes the problems we need to solve aren’t hard ones. Rich, Shawn from marketing says that yesterday afternoon he made a lot of calls from his extension 4128, but no one ever picked up. I say he’s just lazy and didn’t make any calls. Can you tell us which one of us is right? Thanks,…  continue reading…

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Advanced search filters

As we allude to in several other places (notably, in 4.4 interface changes and in performance notes), there’s a whole world of searching that our app provides beyond what’s apparent in the interface. What are we talking about? This field, right here. It’s a pretty awesome field and lets you do pretty much any sort…  continue reading…

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Creating new device types

The setup We provide a reasonable coverage of device types, but we can’t know them all.  Did you know that you can edit existing names or add new ones? Let’s jump right into an example of creating a new device type. First Step – Find your devices Suppose you have a situation where there are…  continue reading…

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Hunt pilots, groups, and browsing extensions – Making your own call center!

Oh no, you’ve just been given control of the IT group.  You are trying to build your own miniature call center with hunt groups, but you have no way to accurately report on it.  Who’s taking calls?  Who’s not?  How much time are your agents spending on the phone?  How would you ever reward your…  continue reading…

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Performance notes

Performance is a very big topic.  We try here to break down a few app-specific items on the browse calls page to help make sure your searches don’t take any longer than necessary. The tools we show you how to use should let you perform your own analysis on other screens in the Cisco CDR…  continue reading…

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Field Gallery – or, “What does this field even mean?”

Have you ever wondered what all those “other” fields mean in your CDR data?  What exactly is a “OutgoingProtocolID” and why should I care? Or the call center people keep telling me that 1 in 4 calls end up being garbled and low quality.  How do I find out what to even look for? Your…  continue reading…

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4.4 interface changes

New in 4.4 we have rearranged a few key pieces of the Browse Calls interface. Overall, the flow through these fields wasn’t as good as it could have been.  In our extensive customer testing (e.g. “we pay attention on Webexes with customers”) we realized that nearly everyone used the fields in an order that didn’t…  continue reading…

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Health checks for the Cisco CDR Reporting and Analytics app

Did you know that the Cisco CDR Reporting and Analytics app has a series of health checks built right into it? These check for several of the most common configuration issues we’ve seen, like CDR data going into the wrong index CDR data not timestamped or extracted properly Lookups that are missing or broken And…  continue reading…

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Using Leg Types to make your life easier

First, a quick chat about call legs vs. calls.   We all know what a call is – that period of time from when you pick up a phone until you put it back down again.  In modern systems each call  is comprised of one or more call legs, with each leg being a single source/destination…  continue reading…

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Choropleth Maps!

If you read our last installment on Maps, you’ll know we can put calls on a map. There are even more cool maps to display calls on!  In addition to Cluster maps, Splunk also has bundled with it Choropleth maps for both Countries and for US States. A refresher Before starting, you may want to…  continue reading…

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Maps!

The question Have you ever wondered where your inbound calls come from?  Do you suspect agents are placing a lot of calls on the company dime to Loja, Ecuador to find out if the high temp there is supposed to be 74F again today? Well, you are in luck!  Today we’ll show you how to…  continue reading…

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Enabling CUBE or vCUBE data

Cisco Contact Center gives you great visibility for Contact Center, and products like ours give you great visibility into CallManager… …but have you noticed there’s a CUBE-sized blind spot in your picture of overall call flow? Lucky for you, we can make sense of this data now. All the H.323 and SIP traffic, media streams…  continue reading…

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