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Call Handler Traffic Report in Cisco Unity 8.x

Document ID: 113231

Updated: Sep 22, 2011

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Introduction

Call Handler Traffic report is used to track the number of calls routed by call handlers, and how callers chose to exit the handlers. This document describes how to generate a Call Handler Traffic report in Cisco Unity 8.x.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unity 8.0 Build 8.0(3.3).

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Background Information

You can use Cisco Unity reports in order to gain information about subscribers and system activity. Some Cisco Unity reports provide information about subscribers and system activity over a period of time. Others offer a snapshot of a particular Cisco Unity entity as it stands at the time you run the report.

There are four ways a caller can exit a call handler:

  • Hang up

  • Choose a one-key dialing option

  • Dial an extension that transfers the call to another call handler (or subscriber)

  • Being routed automatically by the after-greeting action specified in the call handler

The Call Handler Traffic report includes this information:

  1. Start Time—The specific hour or date(s) by which data is broken down for the time period that you specified in the Date Range.

  2. Total Calls—The total number of calls routed to the call handler.

  3. Method Callers Use to Exit a Call Handler—The total number of times each exit method is used by callers. Callers can exit a call handler by hanging up, pressing a one-key dialing option, dialing an extension that transfers the call to another call handler (or subscriber), or by being routed to another call handler (such as the Goodbye call handler) as specified by the after-greeting action.

  4. Key—The number of calls in which the caller exited the call handler by pressing a one-key dialing option. The report includes a tally for each key.

  5. DTMF ID—The number of calls in which the caller exited the call handler by dialing a valid extension to transfer to another call handler (or subscriber).

  6. Invalid DTMF ID—The number of calls routed to the default Error call handler because the caller dialed an invalid extension.

  7. After Greeting Action—The number of calls routed according to the after greeting action specified for the call handler.

  8. Hang-Up—The number of calls in which the caller exited the call handler by hanging up.

Note: The best time to generate reports is when the system is not busy, after regular business hours when Cisco Unity does not process many calls, or when there are no other processes running, for example, before or after a full backup. In Cisco Unity 8.x, reports cannot be scheduled in advance, and if you turn off Cisco Unity while there are reports in the report queue, the reports are deleted.

Generate Call Handler Reports on Cisco Unity Server

Problem

These steps are completed.

  1. In the Cisco Unity Administrator, choose the appropriate report from the Reports > Subscribers page or from the Reports > System page.

  2. In the Run This Report For drop-down list, choose the subject of the report. Different reports provide different options, such as subscribers, distribution lists, or call handlers.)

  3. Choose the applicable file format:

    • Click Web Page in order to save the report to a Web page

    • Click Comma-Delimited File in order to save the report as a comma-delimited file.

  4. If applicable, enter the date and time range for the report.

  5. If applicable, in the Order for Sorting This Report drop-down list, choose the data field by which the report is sorted.

  6. If applicable, choose any other optional data to be included on the report.

  7. Click the Run Report icon.

    But after these previous steps, you found that the report did not contain any data.

Solution

Complete these steps in order to resolve the issue:

  1. Ensure that database is present. For this try to access the reportdb from SQL studio.

  2. Restart the IIS service.

Related Information

Updated: Sep 22, 2011
Document ID: 113231