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Who answered?

Call flow:

1. Call comes in and gets sent straight to Unity.

2. If the caller presses "0" or times out, the call is directed to the receptionist.

3. If the receptionist does not answer, the call is transferred to another extension which appears on about ten different phones.

What the bosses want to know:

1. How many calls come in each day?

2. How many calls request the receptionist vs. dial an extension within Unity?

3. How many calls does the receptionist answer vs. go to the alternate extension?

4. Of the calls that go to the alternate extension, how many get answered and by whom?

CallManager 4.2(3) and Unity 4.2 (unified with MS Exchange 2003)


Re: Who answered?

You can get all these information using the Call Detail record. To know more about CDR, refer

Re: Who answered?

That is actually two reports. Unity will allow you to run a report based on Call Handlers to let you know how many callers hit a designated caller input. Run a report on the Call Handler you want, and check the caller input tally.

The CDR built into CUCM is limited. The kind of data you are looking for would be better if you could purchase a third party solution for CDR. (WinCall, CommView, etc)

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