Hi, is there a setting i can change in cucm or uccx that shows the final DN that answered a contact centre call instead of showing me the CTI route point as the final destination ?
That information is in the Raw CDR. Not the CDR exposed by the CAR GUI.
From CAR, Choose CDR > Export CDR/CMR Pick your date and Export to File. Right Click on the files and choose Save Link As The TXT files are Comma Seperated CSV files that can be opened in Excel. Find the Call and filter on the Global Call ID field and you'll see all the legs associated with that call. There will be a Row where the call is answered by UCCX and then a second Row where UCCX transferred the call to an agent.
Also you may need these: Excel Formula to Convert Hex in to IP Addresses Convert IP columns in to a readable format using the following formula: =CONCATENATE(HEX2DEC(MID(DEC2HEX(I2+4294967296),8,2)),".",HEX2DEC(MID(DEC2HEX(I2+4294967296),6,2)),".",HEX2DEC(MID(DEC2HEX(I2+4294967296),4,2)),".",HEX2DEC(MID(DEC2HEX(I2+4294967296),2,2)))
=IF(LEN(DEC2HEX(I2))=8,HEX2DEC(MID(DEC2HEX(I2),7,2))&"."& HEX2DEC(MID(DEC2HEX(I2),5,2))&"."&HEX2DEC(MID(DEC2HEX(I2),3,2))&"."&HEX2DEC(MID(DEC2HEX(I2),1,2)),HEX2DEC(MID(DEC2HEX(I2),9,2))&"."& HEX2DEC(MID(DEC2HEX(I2),7,2))&"."&HEX2DEC(MID(DEC2HEX(I2),5,2))&"."&HEX2DEC(MID(DEC2HEX(I2),3,2)))
Formula to convert the Timestamps from Seconds since linux epoch to the Day/Time Convert Dates from CUCM native format in to a readable format using the following formula: =E2/86400+DATE(1970,1,1) Highlight Column and Format Cells as Date M/D/YY HH:MM PM
CDR Field Values https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/8_5_1/cdrdef/cdradmin/cdrfdes.html
PS: I built an MS Access Database to do this all form me.
You're right Cisco CAR is extremely limited! Just curious where are you storing all your CDR, are they in your MS Database as well?
I work for a managed service provider, so I don't store the CDR. When I need it, I grab the range of data for the time where the issue I'm working exists and analyze that. I then purge the database of data when done. I may hold on to the raw CDR files for a while and can re-load them in at a later time, if I need to revisit an issue. But once that problem is resolved, I generally purge the old CDR files from local storage.
Typically, you'd grab this info from CUIC/Historical Reporting. Is it a hard requirement that you pull the data from Call Manager?
CUIC should have some of this data, but it won't be complete. Native CCX reporting only includes details of when CCX was handling the call. For example if the call is transferred/escalated to a none CCX phone/agent you'll lose visibility... same goes if you're trying to determine where the call came from.
CUIC as mentioned
I haven't worked with CUIC as much as I did with the old historical reporting client. From what I hear from my customers it's gotten better, but sounds like it's still a bit difficult to navigate/understand, would you agree?
There is an initial learning curve but no worse that anything else UC wise.
When a call routes within your UC environment (in your case from CUCM > UCCX > Phone) it creates multiple legs within CDR records, combined these can show you the entire sequence your call took from origination to termination. As others already hinted at you can get this from the Raw CDR, however it's not easy (I've been doing it for years) you have to convert timestamps from Epoch to human readable, match call legs... it's a real hemorrhoid. However, there are tools out there that can give you the Cradle to Grave type reporting you're looking for. Check out Variphy (https://www.variphy.com/products/free-trial), tell them you were referred to by "realpanicatthecisco" and they'll give you a 90 day eval with no commitment to buy. You can use your eval to learn more about your call routing, or about CDR in general.