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Cisco CDR Posts

Work From Home part 6 – Jabber and Softphone Usage the EASY way

You know, sometimes I can be silly. There’s a great blog from last week on Jabber and Softphone usage, but because I was so busy and focused on making those blogs all be “similar to one another” to make it easier to follow along with each, I completely failed to just tell you the *easy*…  continue reading…

Work From Home, part 5 – Accurate names

With the current emphasis on working from home and all the changes that incurs, maybe one of these questions is now suddenly more important to you than it used to be! Today’s topic How can I see the names for mobile calls from our employees? Other pages this week: Is mobility working right, are people…  continue reading…

Work From Home, part 4 – Gateways that are less utilized now

With the current emphasis on working from home and all the changes that incurs, maybe one of these questions is now suddenly more important to you than it used to be! Today’s topic What gateways do I have that are now far *under* capacity? Other pages this week: Is mobility working right, are people receiving…  continue reading…

Work From Home, part 3 – Gateways that are reaching capacity

With the current emphasis on working from home and all the changes that incurs, maybe one of these questions is now suddenly more important to you than it used to be! Today’s topic What gateways do I have that are reaching capacity? Other pages this week: Is mobility working right, are people receiving phone calls?…  continue reading…

Work From Home, part 2 – Jabber and Softphone Usage

With the current emphasis on working from home and all the changes that incurs, maybe one of these questions is now suddenly more important to you than it used to be! Today’s topic How many folks are using Jabber or softphones? Other pages this week: Is mobility working right, are people receiving phone calls? What…  continue reading…

Work From Home, part 1 – Finding mobility calls

With the current emphasis on working from home and all the changes that incurs, maybe one of these questions is now suddenly more important to you than it used to be! Today’s topic Is mobility working right, are people receiving phone calls? Other pages this week: How many folks are using Jabber or softphones? What…  continue reading…

Alerting

Building a custom alert We get occasional questions involving alerting. While we have a built-in 911 alert, we don’t build in any others. This is of course because no two needs are close enough that one alert would work for both except maybe in that “Someone made a call to emergency services” scenario. But as…  continue reading…

Building custom fields

Let me lay out a simple scenario: At our fictional business “Hattie’s Hats”, Getrude believes that Esther is artificially inflating her outbound statistics by calling people and just hanging up instead of actually selling them hats. Of course, this is test data so from what I can see of it, a quick in-my-mind average says…  continue reading…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…