Diagnostics and Reporting Overview
Call Diagnostics—Call diagnostics includes generating Call Management Records (CMR) and voice quality metrics.
Quality Report Tool QRT)—QRT is a voice-quality and general problem-reporting tool for Cisco Unified IP Phones. This tool allows users to easily and accurately report audio and other general problems with their IP phone.
Call Diagnostics Overview
You can configure Cisco IP Phones that are running SCCP and SIP to collect call diagnostics. Call diagnostics comprises Call Management Records (CMR), also called diagnostic records, and voice quality metrics.
Voice quality metrics are enabled by default and supported on most of the Cisco IP Phones. Cisco IP Phones calculate voice quality metrics based on MOS (Mean Opinion Square) value. Voice quality metrics do not account for noise or distortion, only frame loss.
The CMR records store information about the quality of the streamed audio of the call. You can configure the Unified Communications Manager to generate CMRs. This information is useful for post-processing activities such as generating billing records and network analysis.
Quality Report Tool Overview
The Quality Report Tool (QRT) is a voice-quality and general problem-reporting tool for Cisco IP Phones. This tool allows users to easily and accurately report audio and other general problems with their IP phone.
As a system administrator, you can enable QRT functionality by configuring and assigning a softkey template to display the QRT softkey on a user IP phone. You can choose from two different user modes, depending on the level of user interaction that you want with QRT. You then define how the feature works in your system by configuring system parameters and setting up Cisco Unified Serviceability tools. You can create, customize, and view phone problem reports by using the QRT Viewer application.
When users experience problems with their IP phones, they can report the type of problem and other relevant statistics by pressing the QRT softkey on the Cisco IP Phones during the On Hook or Connected call states. Users can then choose the reason code that best describes the problem that is being reported for the IP phone. A customized phone problem report provides you with the specific information.
QRT attempts to collect the streaming statistics after a user selects the type of problem by pressing the QRT softkey. A call should be active for a minimum of 5 seconds for QRT to collect the streaming statistics.
Detailed Call Reporting and Billing
The Cisco CDR Analysis and Reporting (CAR) tool generates detailed reports for quality of service, traffic, user call volume, billing, and gateways. CAR uses data from Call Detail Records (CDRs), Call Management Records (CMRs), and the Unified Communications Manager database in order to generate reports. The CAR interface can be accessed under the Tools menu of Cisco Unified Serviceability.
CAR is not intended to replace call accounting and billing solutions that third-party companies provide. You can find the companies that provide these solutions and that are members of the Cisco Technology Developer Program by searching the home page of the Cisco Developer Community.
For details about how to configure reporting with CAR, refer to the Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager.