I have CUCM 7.1.3 and I'm trying to locate something in CAR to report on how many calls are being abandoned. Customers are complaining that no one is answering the phone and the operator are saying they never miss a call. Any help is appreciated.
Before diving into the CAR reports, you first need to ensure that the raw data will capture the scenario you describe. I assume that you have already enabled CDRs on all servers. You will also need to enabled "CDR Log Calls with Zero Duration Flag". This is a Call Manager service parameter. If a call is not answered, then you will need this flag set to true for it to be captured. As with CDR enablement, you must toggle this parameter on each server.
Now, once you get the raw data straight you have to deal with CAR. I have not found CAR's canned reports to be useful in analyzing situations like the one you describe. However, CAR can dump raw data which can be processed by hand using another tool (e.g. Excel). You can also do adhoc queries on the CAR database from the CUCM CLI. Though, that avenue is more suitable for troubleshooting than generating reports for QA purposes.
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