I'm a newbie on this subject and I am trying to figure out what will be the best source for reporting purposes on Cisco Unified Communications Solution. So far I've found that it's possible to access CDR records with FTP and the CRS information via db_cra.
What I can't figure out is what information will available and will not be available in the two different systems. I suppose that there will only be written information to the db_cra when the agent is logged on the Cisco IP Agent or are all calls caught and written to db_cra? And are all calls written to CDR records or are internal calls not logged?
So, do I need to access both systems to get all information and if so what information is stored exclusively on each of the systems?