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Cisco CallManager Serviceability System Guide, Release 3.2
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Index
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Preface
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Introduction
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Objects and Counters
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Cisco CallManager Services
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Tools Overview
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Control Center
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Alarms
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Trace
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Real-Time Monitoring
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Microsoft Performance
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Bulk Trace Analysis
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CDR Analysis and Reporting
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Remote Serviceability Overview
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Cisco Secure Telnet
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Show Command Line Interface
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Simple Network Management Protocol
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CiscoWorks2000 Overview
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Path Analysis
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System Log Management
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Cisco Discovery Protocol Support
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Cisco CallManager Perfmon Counters, RTM, and CCM_SNMP_MIB
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Trace Examples
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Feedback
Table Of Contents
Understanding CDR Analysis and Reporting
CAR Administrators, Managers, and Users
Default Schedules for Daily, Weekly, and Monthly Reports
Starting or Stopping the CAR Scheduler
Factoring Time of Day into Call Cost
Factoring Voice Quality into Call Cost
Restoring Default Values for Call Cost
Quality of Service (QoS) Values
Automatic Report Generation/Alert
Enabling or Customizing Reports for Automatic Generation
Notification Limits for QoS and Daily Charges
CDR Analysis and Reporting Configuration Checklist
Where to Find More Information
CDR Analysis and Reporting
Cisco CallManager Serviceability supports CDR Analysis and Reporting (CAR) under the Tools menu option. CAR generates reports for Quality of Service, traffic, and billing information.
This chapter contains the following topics:
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Understanding CDR Analysis and Reporting
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Understanding CDR Analysis and Reporting
The CDR Analysis and Reporting application generates the following types of reports:
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Cisco CallManager records information regarding each call in Call Detail Records (CDR) and Call Management Records (CMR). CDRs and CMRs, known collectively as CDR data, serve as the basic information source for CAR.
Cisco CallManager retrieves information that is not present in the CDR and CMRs, but is required for various reports, from the Light Weight Directory Access Protocol (LDAP), or the CAR administrator must enter the information. Information retrieved from LDAP includes the user ID, password, extension, and whether the user is a CAR administrator or a manager, as well as other user-based details. Information provided by the CAR administrator includes adding or revoking rights for a user to act as a CAR administrator.
CAR Administrators, Managers, and Users
CAR provides reporting capabilities for three levels of users.
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Any user can be a CAR administrator, but each user designated as a CAR administrator must be specified in the Grant/Revoke CAR Admin Rights window. Users who have been identified as CAR administrators have full control over the CAR system. The administrator can modify all the parameters related to the system and the reports.
CAR requires a minimum of one administrator.
User Reports
Users, managers, and CAR administrators can receive user reports. You can generate reports on demand, or if you are an administrator, you can schedule reports for automatic generation. Refer to Configuring Automatic Report Generation/Alert, Cisco CallManager Serviceability Administration Guide.
You can view reports in comma separated values (CSV) format or portable document format (PDF). If you choose PDF, you must have Adobe Acrobat Reader installed on your PC.
This section describes the following reports:
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Individual Bills
Individual bills provide your call information for the date range that you specify. You can generate, view, or mail summary or detail information about your individual phone bills.
Department Bills
Department bills provide call information and quality of service (QoS) ratings. You can generate, view, or mail summary or detail information about your departmental phone bills.
If you are a manager, you can generate a summary or detailed report of the calls made by all users who report to you, or only those users that you select.
If you are a CAR administrator, you can generate a summary or detailed report of the calls made by some or all users in the system. This report helps you keep track of all calls on a user-level basis for the entire system.
Top N by Charge
Top N by Charge reports the top number of users that incurred a maximum charge for calls during a period that you specify. You can generate, view, or mail reports about the top calls when classified by cost.
If you are a manager, the report includes the top charges for all calls made by users who report to you during the specified period.
If you are a CAR administrator, the report includes the top charges for all calls made by all users on the system for the specified period.
Top N by Duration
Top N by Duration reports the top number of users that incurred a maximum time on calls during a period that you specify. You can generate, view, or mail reports about the top calls when classified by duration.
If you are a manager, the report lists the top number of users who report to you who incurred a maximum time for calls made during the selected date range, starting with the longest.
If you are a CAR administrator, the report lists the top number of users that incurred a maximum time for calls made during the selected date range, starting with the longest.
Top N by Number of Calls
Top N by Number of Calls reports the top number of calls made and received by users during a period that you specify. You can generate, view, or mail reports about the top calls when classified by volume.
If you are a manager, the report lists the top number of calls by user, among the users who report to you, for the selected date range.
If you are a CAR administrator, the report lists the top number of calls for each user in the system.
Users with CTI Port Enabled
Only CAR administrators generate the CTI enabled report. You can generate a list of users who have a CTI port assigned to them. Certain applications, such as Cisco IP SoftPhone, require a CTI port.
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Cisco IP Phone Services
Only CAR administrators generate the Cisco IP Phone Services report. You can generate a report that shows selected Cisco IP Phone services, the number of users subscribed to each of the selected services, and the utilization percentage for each of the selected services.
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System Reports
CDR Analysis and Reporting provides system reports for managers and CAR administrators. You can generate reports on demand, or if you are an administrator, you can schedule reports for automatic generation. Refer to Configuring Automatic Report Generation/Alert, Cisco CallManager Serviceability Administration Guide.
You can view reports in comma separated values (CSV) format or portable document format (PDF). If you choose PDF, you must have Adobe Acrobat Reader installed on your PC.
Managers or CAR administrators can access the QoS summary report. Only CAR administrators can access all other reports. This section describes the following reports:
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QoS Detail
Only CAR administrators generate the QoS detail report. The report details the QoS ratings attributed to inbound and outbound calls on the Cisco CallManager network for the period that you specify.
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The call details in CDRs and CMRs and the QoS parameters that you choose provide basis for assigning a call a particular voice quality category. Refer to Defining the Quality of Service (QoS) Values, Cisco CallManager Serviceability Administration Guide.
QoS Summary
Managers or CAR administrators generate the QoS summary report. The report provides a three-dimensional pie chart showing the distribution of QoS grades achieved for the specified call classifications and period. The report also provides a table summarizing the calls for each QOS. The call details in CDRs and CMRs and the QoS parameters you choose provide basis for assigning a call a particular voice quality category. Refer to Defining the Quality of Service (QoS) Values, Cisco CallManager Serviceability Administration Guide.
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QoS By Gateway
Only CAR administrators generate the QoS by gateway report. The report provides jitter, latency, and lost packet information for a period that you specify for all gateways of a selected type. This report helps you select a gateway and check the QoS values for the gateway.
QoS By Call Types
Only CAR administrators generate the QoS by call types report. The report provides jitter, latency, and lost packet information for a period that you specify for all calls of a selected type.
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Traffic Summary
Only CAR administrators generate the traffic summary report. The report provides information about the call volume for a period that you specify. Include only those call types and QoS voice quality categories that you chose.
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Traffic Summary by Extensions
Only CAR administrators generate the traffic summary by extensions report. The report provides a information about the call volume for a period and set of extensions that you specify. Include only those call types and extensions that you chose.
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System Overview
The system overview report, generated by CAR administrators, provides the entire set of system reports.
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CDR Error
Only CAR administrators generate the CDR error report. The report provides statistics for the number of error records in the CAR Billing_Error table and the reason for the errors.
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Device Reports
Device reports help CAR administrators track the load and performance of Cisco CallManager-related devices, such as conference bridges, voice-mail server, and gateways.
This section describes the following reports:
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Gateway Detail
Only CAR administrators generate the gateway detail report. Use the gateway detail report to track issues with specific gateways. The report provides a list of calls that used the specified gateways.
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Gateway Summary
Only CAR administrators generate the gateway summary report. This report provides a summary of all the calls that went through the gateways. You can use this information for monitoring the traffic and QoS for calls through the gateways. The report also provides the total number of calls and the duration under each of the categories.
You can schedule the report for generation every month or generate the report on demand.
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Gateway Utilization
Only CAR administrators generate the gateway utilization report. The report provides an estimate of the utilization percentage of the gateway(s). You can examine the usage based on each hour of a day or by a specified number of days of the week or month. Reports generate for each gateway that is selected.
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Route Group Utilization
Only CAR administrators generate the route group utilization report. This report provides an estimated utilization percentage of the selected route group(s). You can examine the usage based on each hour of a day or by a specified number of days of the week or month. Reports generate for each selected route group.
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Route List Utilization
Only CAR administrators generate the route list utilization report. The route list utilization report provides an estimated utilization percentage of the selected route list(s). You can examine the usage based on each hour of a day or by a specified number of days of the week or month. Reports generate for each selected route list.
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Route Pattern Utilization
Only CAR administrators generate the route pattern utilization report. The route pattern utilization report provides an estimated utilization percentage of the selected route pattern(s). You can examine the usage based on each hour of a day or by a specified number of days of the week or month. Reports generate for each selected route pattern.
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Conference Bridge Utilization
Only CAR administrators generate the conference bridge utilization report. The report provides an estimate of the utilization percentage of the conference bridge(s). You can examine the usage based on each hour of a day or by a specified number of days of the week or month. Reports generate for each conference bridge.
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Voice-Mail Utilization
Only CAR administrators generate the voice-mail utilization report. The report provides an estimate of the utilization percentage of the voice mail server(s). You can examine the usage based on each hour of a day or by a specified number of days of the week or month. Reports generate for each voice-mail server.
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CDR Search
Call detail records (CDR) provide detail about the called number, the number that placed the call, the date and time that the call was started, the time that it connected, and the time that it ended. Call management records (CMRs, or diagnostic records) detail the jitter, lost packets, the amount of data sent and received during the call, and latency. CDR data comprises CDRs and CMRs collectively. A single call can result in the generation of several CDRs and CMRs as Cisco CallManager tracks the progress of the call through each part of the call: sending digits, receiving digits, hold, transfer, engaging a transcoder for conferencing, and disengaging the transcoder.
You must ensure statistics is enabled in Cisco CallManager for CDR data to be generated. Because statistics are enabled by default, unless you have disabled the service parameters that control CDR data generation, you do not have to be concerned about enabling the CDR statistics. For more information about statistics service parameters, see the Cisco CallManager Administration Guide.
All CAR reports use CDR data. Make sure you have the most current CDR data from which your reports are built. By default, CDR data loads from midnight to 5 a.m. on a daily basis. However, you can set the loading time, interval, and duration as needed. See CDR Load Scheduler, for more information.
You can configure CDR searches to verify the details of a call. The search groups all the related legs of a call, which can be useful if the call involved a conference or transfer. This method helps you track the progress and quality of each part of an entire call.
This section describes the following features:
CDR Search By User Extension
Only CAR administrators use the CDR search by user extension feature.
You can search CDRs by user or extension to analyze call details for the first 100 records that satisfy the search criteria. If more than 100 records are returned, the results are truncated. Each page displays a maximum of 20 records. You can search for calls using specific extensions for the period that you specify. This helps you trace calls placed from specific extensions for diagnostic or informational purposes. All associated records, such as transfer and conference calls, appear together as a logical group.
CDR Search By Gateway
Only CAR administrators use the CDR search by gateway feature.
You can search CDRs by gateways to analyze the call details of calls using specific gateways. This method helps you trace issues on calls through specific gateways. If more than 100 records are returned, the results are truncated. Each page displays a maximum of 20 records.
System
Before generating reports in CAR, you must configure CAR system parameters, scheduler, and database options. In most cases, CAR provides default values. Review the topics provided in this section to learn how to customize CAR.
System Parameters
CDR Analysis and Reporting sets default values for all system parameters. Cisco recommends that you customize system parameters before generating reports but no requirement to do so exists.
Administrator Rights
Although any user can be a CAR administrator, use the menu option Grant/Revoke CAR Admin Rights to specify each user to be designated as a CAR administrator. See CAR Administrators, Managers, and Users.
Mail Server Parameters
To send alerts and reports by e-mail specify the server criteria for CAR installation. CAR uses this information to successfully connect to the e-mail server. If you do not want to send alerts or reports by e-mail, you do not need to specify this information.
Dial Plan
The default dial plan in CAR specifies the North American numbering plan (NANP). Ensure the dial plan is properly configured, so call classifications are correct in the reports. If you have modified the default NANP provided in Cisco CallManager Administration, or if you are outside the NANP, be sure to configure the dial plan according to your Cisco CallManager dial plan. Cisco CallManager uses the dial plan configuration in CAR for outgoing calls.
To configure the dial plan, you define the parameters for the outgoing call classifications. Calls classifications include international, local, long distance, on net, and others. For example, if local calls in your area are 6 digits in length, you would specify a row in the dial plan as follows:
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Gateway Configuration
To utilize the gateway reports, you need to configure gateways in CAR. You should do this initially after installation for any existing gateways in your Cisco IP telephony system. Also, when you add gateways to the system, you should configure the new gateways in CAR. If any gateways are deleted from the system, Cisco CallManager automatically deletes those gateways (and any configuration settings that you have specified) from CAR.
CAR uses the area code information to determine whether calls are local or long distance. You must provide the Number of Ports information for each gateway to enable CAR to generate the Utilization reports. Use this procedure to specify the gateway configurations, such as area codes and ports of each gateway.
System Preferences
You can set CAR system preferences for various parameters. Although defaults are supplied, you may customize the system by specifying values for the system parameters.
CDR Load Scheduler
Call detail records (CDR) detail the called number, the number that placed the call, the date and time that the call was started, the time that it connected, and the time that it ended. Call management records (CMRs, or diagnostic records) detail the jitter, lost packets, the amount of data sent and received during the call, and latency. CDR data comprises CDRs and CMRs collectively. A single call can result in the generation of several CDRs and CMRs. Make sure statistics are enabled in Cisco CallManager for CDR data to be generated.
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All CAR reports use CDR data. Make sure that you have the most current CDR data from which your reports are built. By default, CDR data loads from midnight to 5 a.m. on a daily basis. However, you can set the loading time, interval, and duration as needed.
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By default, CDR data loads at midnight on a daily basis; however, you can disable the CDR loading.
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Scheduling Reports
You can schedule any CAR report to generate automatically at a regular time. Some of the CAR reports can be scheduled for automatic generation. Each of the reports that can be scheduled has its own report generation interval. The report generation interval can be daily, weekly, or monthly. Scheduling the Daily reports would schedule all the reports that have report generation intervals as Daily. Similarly, scheduling Weekly or Monthly reports would schedule the reports that have report generation intervals as weekly or monthly. For the lists of reports that can be scheduled for automatic generation and their report generation interval, refer to Configuring Automatic Report Generation/Alert, in the Cisco CallManager Serviceability Administration Guide. You can specify the duration to keep a report before it is automatically deleted.
For system monitoring, automatically generate various reports, such as QoS reports, and review them at regular intervals, perhaps every day if you have a very large system, or every week or every two weeks for smaller systems. QoS reports help you to determine the quality of calls running on your network and to judge whether you need additional hardware to improve performance. You can use utilization reports for gateways, voice mail, conference bridge, route groups, route lists, and route patterns to provide a picture of the usage to help with system handling.
Using the Automatic Report Generation/Alert Option menu option, you must specify the reports that you want to be generated.
Changes take effect at midnight. You can force the change to take effect immediately by stopping and restarting the CAR Scheduler service. See Starting or Stopping the CAR Scheduler, for more information.
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Scheduling Daily Reports
You can access the automatically generated reports by choosing the report from the list of available reports. For example, if you have scheduled the Voice Mail report for automatic generation, click System Reports > Traffic Summary and choose the report from the Available Reports box. You can also have the report mailed to you by checking the Mailing Option check box when you customize parameters for each report in Automatic Report Generation/Alert Option. When this check box is checked, the report gets mailed automatically when it is generated.
Setting the life of the report to 2 would purge the reports generated after two days. To disable the scheduling of all daily reports, set the life to zero.
Scheduling Weekly Reports
You can access the automatically generated reports by choosing the report from the list of available reports. For example, if you have scheduled the Voice Mail report for automatic generation, click Device Reports > Voice Mail > Utilization and choose the report from the Available Reports box. You can also have the report mailed to you by checking the Mailing Option check box when you customize parameters for each report in Automatic Report Generation/Alert Option. When this check box is checked, the report gets mailed automatically when it is generated.
Setting the life of the report to 2 would purge the reports generated after two weeks. To disable the scheduling of all weekly reports, set the life to zero.
Scheduling Monthly Reports
You can schedule all reports to be generated at the same time, or schedule monthly billing reports, such as the Individual Summary or Department Bill Summary, to be generated at one time, and all other reports to be generated at a different time. Generating the reports at different times helps distribute the load on the server.
You can access the automatically generated reports by choosing the report from the list of available reports. For example, if you have scheduled the Voice Mail report for automatic generation, click System Reports > QOS > Summary and choose the report from the Available Reports box. You can also have the report mailed to you by checking the Mailing Option check box when you customize parameters for each report in Automatic Report Generation/Alert Option. When this check box is checked, the report gets mailed automatically when it is generated.
Setting the life of the report to 2 would purge the reports generated after two months. To disable the scheduling of all monthly reports, set the life to zero.
Default Schedules for Daily, Weekly, and Monthly Reports
If you need to restore the default schedule for automatic generation of reports on a daily, weekly, or monthly basis, use the following default values:
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Changes take effect at midnight. You can force the change to take effect immediately by stopping and restarting the CAR Scheduler service.
CAR or CDR Database Alerts
You can configure CAR to notify you when the CAR database size or CDR database size exceeds a percentage of the maximum number of records. You can set the message, set the maximum number of records, and specify the alert percentage. You cannot edit the maximum number of records for the CDR database from CAR.
CAR and CDR Database Purge
CAR provides manual and automatic purging of the CDR and CAR database. When data is purged, CDR Analysis and Reporting deletes records that are older than the number of day(s) specified for the CAR or CDR database. Default disables automatic database purging. When enabled, automatic purges of the CDR and CAR databases occur at the time when daily reports are scheduled.
Use the manual database purge when you want to delete records older than a particular date but do not want to change the automatic purge schedule.
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Error and Event Logs
CAR provides logs that can be used to track the status of the various activities. The event log tracks events triggered by the CAR Scheduler, such as automatically generated reports, loading of CDRs, database alerts notifications, report deletions, and database purging. The error log tracks errors that CAR encountered while performing various tasks, such as report generation and loading CDR data. The error log assists with debugging and diagnosing problems in CAR functionality.
Event Log
The event log provides a report on the status of the activities controlled by the CAR scheduler, such as automatic report generation and loading CDR data. The report shows whether the tasks have started, completed successfully, or are in progress.
Error Log
The error log provides a report on the errors that CAR encountered while performing various tasks such as report generation and loading CDRs. You can use this information to assist with troubleshooting the system when problems occur.
Starting or Stopping the CAR Scheduler
You start or stop the CAR scheduler using the Control Center menu option. The scheduler service does not restart automatically, so you must manually restart the service if it has been stopped.
If you have made configuration changes, such as the CDR load, scheduling reports, or automatic report generation/alert, those changes will not take effect until the start of the next day (00:00 hours). However, you can force the changes to take effect immediately by stopping and then restarting the scheduler service.
Report Config
You can use CAR to set a base monetary rate for the cost of calls based on a time increment. Then, you can further qualify the cost by applying the time of day and voice-quality factors. Service providers who must account for service to subscribers use this feature. Some organizations also use this information to establish billing costs for users and departments in the organization for accounting or budgeting purposes.
Reports that use these rating parameters include individual bill, department bill, top N by charge, and top N by duration.
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Base Rate and Duration
To establish a cost basis for calls, you must specify a base rate for all calls. For example, if your service provider charges you 6 cents for each minute, billed in 10-second increments, you can set the base rate at which all calls are charged at 1 cent for each 10-second increment.
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Factoring Time of Day into Call Cost
To further define the cost of calls, you can specify a multiplication factor for certain times of day. For example, if you want to charge subscribers a premium for daytime calls, you can apply a multiplication factor to the base charge/block that you specified in the Call Duration window.
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Factoring Voice Quality into Call Cost
To further define the cost of calls, you can specify a multiplication factor for the voice quality of a call. For example, if subscribers are paying a premium price to ensure the highest voice quality on calls, you can apply various multiplication factors to the base charge/block that you specified in the Call Duration window depending on the voice quality. Using a multiplication factor other than 1.00 helps you differentiate between the various voice-quality calls as well.
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Restoring Default Values for Call Cost
You can restore the default values that CAR uses to determine call cost. By restoring the default value of 0.00 (zero) for the call charge/block, you have effectively disabled the other factors used in determining call cost.
Quality of Service (QoS) Values
CAR generates reports about QoS. To qualify the data presented in those reports, CAR must use predefined values about voice quality that you set. You specify the value ranges that you consider good, acceptable, fair, and poor for jitter, latency, and lost packets. If a call does not satisfy any of the criteria that were set for the four voice quality categories, it receives a classification of NA.
You can enter NA (not applicable) to ignore the values of a parameter. Suppose a QoS parameter, for example, jitter, has NA and the QoS is defined as good. This means that the QoS depends only on the values of latency and lost packets. All three parameters cannot have NA as values. Infinity specifies the maximum value that is available for any parameter. If you specify a rule where a jitter value from 500 to Infinity is considered poor, a call with jitter greater than 500 gets classified as poor.
Automatic Report Generation/Alert
CAR allows you to automatically generate reports based on a schedule. This can include a daily, weekly, or monthly summary report, or QoS reports that you may want to view on a regular basis. You can set up any report that CAR provides to generate automatically based on a default schedule or a specific time that you set. For this feature to work, you must enable the reports that you want generated on a scheduled basis. You can learn more about the scheduling of reports in the "Scheduling Reports" section.
CAR provides e-mail alerts for various events. Enabling the system for e-mail alerts comprises a two-step process. First, you must enable the e-mail alerts. Default enables some, but not all, reports. Then, you must configure the e-mail that is sent when the alert criteria are met. E-mail alerts can be sent for the following events:
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Enabling or Customizing Reports for Automatic Generation
Automatically generating reports comprises a two-step process. First, you must enable the reports that you want generated, unless they are enabled by default. Second, you must schedule the reports for the day and time that you want them to generate. CAR provides a default schedule, so if the default schedule is acceptable, you need only enable the reports that you want to automatically generate. Use the following instructions to enable or disable one or all reports for automatic generation. You can also customize the report parameters and enable a mailing option, so reports are e-mailed when they are created.
The following reports are enabled by default. The words Daily, Weekly, or Monthly in the square brackets next to the report name are the report generation interval of the particular report.
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The reports that you choose here generate at a specific time each day, week, or month, and get purged from the system after a predefined duration. If you want to change the time or life of a report, see Scheduling Reports,
The default values for report scheduling and life follow:
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Notification Limits for QoS and Daily Charges
You can specify limits for QoS and daily charges, so the administrator gets alerted by e-mail when these limits are exceeded. The alerts go to all administrators identified in the administration rights window (see Administrator Rights).
CDR Analysis and Reporting Configuration Checklist
Table 11-1 provides an overview of the steps for configuring CDR Analysis and Reporting.
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Table 11-1 CAR Configuration Checklist
Step 1
Obtain userid and password for CAR from the Cisco CallManager administrator.
Step 2
Configure CAR system parameters for report generation:
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System Parameters Configuration, Cisco CallManager Serviceability Administration Guide
Step 3
Configure the system scheduler to schedule daily CDR reports and daily, weekly, and monthly reports.
System Scheduler Configuration, Cisco CallManager Serviceability Administration Guide
Step 4
Set up CAR database and CDR database notifications of maximum number of records. Set a message, maximum number of records, and alert percentage.
System Database Configuration, Cisco CallManager Serviceability Administration Guide
Step 5
Configure error and event logs. Logs track status of various CAR activities.
System Log Screens, Cisco CallManager Serviceability Administration Guide
Step 6
Set up report generation requirements:
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CAR Report Configuration, Cisco CallManager Serviceability Administration Guide
Step 7
Configure user report requirements:
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CAR User Reports Configuration, Cisco CallManager Serviceability Administration Guide
Step 8
Configure system report requirements:
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CAR System Reports Configuration, Cisco CallManager Serviceability Administration Guide
Step 9
Configure device reports:
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CAR Device Reports Configuration, Cisco CallManager Serviceability Administration Guide
Step 10
Configure CDR search (requires that CDR be enabled on the Cisco CallManager system).
CDR Search Configuration, Cisco CallManager Serviceability Administration Guide
Cisco CallManager Administration Guide
Where to Find More Information
Related Topics
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Additional Cisco Documentation
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