© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Monitor and Manage IP Telephony Managing Call Accounting

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Call Accounting Overview Cisco Unified CallManager servers generate information records about calls. –Call Detail Records (CDRs): call activities (placing calls, putting calls on hold, transferring calls, and so on) –Call Management Records (CMRs): quality of calls (latency, jitter, packet loss, and so on) CDRs and CMRs are the basis for analysis (billing) and reporting applications. Cisco Unified CallManager CDR Analysis and Reporting (Cisco Cisco Unified CallManager CAR) is part of Cisco Unified CallManager and can be used for call analysis and reports. –Cisco Unified CallManager CAR uses its own database (CAR database) loaded from CDR and CMR files. –Most third-party applications directly access CDR and CMR files.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Call Analysis Components and Features Cisco Unified CallManager nodes send their CDR and CMR records to the CDR Repository Manager. CDR and CMR files can be sent to third-party servers via (S)FTP. Third-party applications can also access CDR and CMR files via SOAP. Disk usage of CDR and CMR files is monitored; old files can be periodically deleted. Cisco Unified CallManager CAR loads CDR and CMR files into its database once a day. CDR and CMR Flat Files CAR DB Billing Application Servers (Up to Three) Customer Billing App. SOAP Cisco Unified CallManager 2 (S)FTP CDR and CMR Cisco Unified CallManager Generate Reports Cisco Unified CallManager 1 CDR and CMR Repository Manager

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v CDR and CMR Flat Files CAR DB Billing Application Servers (Up to Three) Customer Billing App. SOAP Cisco Unified CallManager 2 (S)FTP CDR and CMR Cisco Unified CallManager Generate Reports Cisco Unified CallManager 1 CDR and CMR Repository Manager Cisco Unified CallManager CDR Services 1. Cisco CDR Agent: Sends CDR and CMR files to the CDR repository node and deletes local copy once the file is transferred. 2. Cisco CDR Repository Manager: –Sends CDR and CMR files to billing server(s), retries in case of failed delivery –Checks disk usage, deletes old CDR and CMR files; creates alarms on high disk usage 3. Cisco SOAP-CDROnDemand Service: Processes incoming requests from customer billing applications using the SOAP interface and sends requested individual CDR and CMR files

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Features Can generate automatic (predefined) reports Reports can be sent by Reports available in two formats (PDF or CSV) Supports searching in CDR and CMR files Different types of reports: –User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services –System reports: QoS, Traffic, FAC/CMC, Malicious Call Details, Precedence Call Summary, System Overview, and CDR Error –Device reports: Gateway, Route Plan, Conference Bridge, and Voice Messaging Cost calculation based on configurable ratings: –Dial plan (local, long distance, and so on) –Duration (time units that are charged) –Time of day –Voice quality

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v CDR Configuration Overview Enable CDRs and CMRs –On all call-processing nodes –Cisco Unified CallManager service parameters Activate Cisco SOAP-CDROnDemand service (if used) Configure CDR management parameters: –General parameters: Disk allocation Automatic deletion based on watermarks –Billing application server parameters: IP address or host name Username and password, and so on

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Service Parameter: Enable CDR Menu Path: Cisco Unified CallManager Administration > System > Service Parameters

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Activate Service: Cisco SOAP Cisco SOAP-CDROnDemand service (feature service) needs to be activated on the first node of the cluster. Menu Path: Cisco Unified CallManager Serviceability > Tools > Service Activation

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v CDR Management Configuration Overview Billing Application Server Parameters (FTP or SFTP Server Settings) Menu Path: Cisco Unified CallManager Serviceability > Tools > CDR Management General Parameters (Disk Allocation and Auto- Deletion)

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v CDR ManagementGeneral Parameters High Water Mark (%)Maximum percentage of the allocated disk space for CDR and CMR files before files are deleted until low-water mark is reached, beginning with the oldest Low Water Mark (%)Percentage of allocated disk space that is always available to CDR and CMR files CDR/CMR Files Preservation Duration (Days)Number of days that you want to retain CDR and CMR files Disable CDR/CMR Files Deletion Based on HWMDisables deletion of CDRs and CMRs even if disk usage exceeds high-water mark

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v CDR ManagementBilling Application Server Parameters 1. Enter (S)FTP server parameters. 2. Click Add.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Initial Configuration Overview CCMAdministrator performs these steps: Activates required services (on the first node of the cluster): –Cisco Unified CallManager CAR SchedulerSchedules CAR-related tasks (CDR file loading, report generation). –Cisco Unified CallManager CAR Web ServiceGrants access to the Cisco Unified CallManager CAR tool. Assigns required rights to Cisco Unified CallManager CAR administrators: –adds appropriate users to the Standard Cisco Unified CallManager CAR Admin Users group –Group has Standard Admin Rep Tool Admin (providing full access to Cisco Unified CallManager CAR) role assigned by default

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Initial Configuration Overview (Cont.) A Cisco Unified CallManager CAR administrator performs the following: Accesses Cisco Unified CallManager CAR Sets up initial configuration of system parameters within Cisco Unified CallManager CAR: –Mail parameters –Dial plan configuration –Gateway configuration –System preferences –Report configuration (Rating Engine and Define QoS) used for cost calculation

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Service Activation Two Cisco Unified CallManager CAR services (feature services) to be activated on first node of the cluster: Cisco Unified CallManager CAR SchedulerSchedules Cisco Unified CallManager CAR-related tasks (CDR file loading, report generation) Cisco Unified CallManager CAR Web ServiceGrants access to the Cisco Unified CallManager CAR Menu Path: Cisco Unified CallManager Serviceability > Tools > Service Activation

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Logon Cisco Unified CallManager Serviceability Tools > CDR Analysis and Reporting or :8443/car/

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR System ParametersMail Parameters Set mail server user account and password. Set the default domain (in case mail recipients are entered without domain information). Set mail server name or IP address. Menu Path: Cisco Unified CallManager CAR > System > System Parameters > Mail Parameters

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR System ParametersDial Plan Configuration Define the toll-free numbers. Specify clauses and set the appropriate call type. Configure clauses with: –Activation check box –Condition –Number of digits –Pattern Menu Path: Cisco Unified CallManager CAR > System > System Parameters > Dial Plan Configuration

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR System Parameters Gateway Configuration and System Preferences Gateway configuration: –Area code –Maximum number of ports (used for gateway utilization calculation) System preferences: –Company name that will be shown on bills Menu Path: Cisco Unified CallManager CAR > System > System Parameters > Gateway Configuration Menu Path: Cisco Unified CallManager CAR > System > System Parameters > System Preferences

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Report ConfigRating Engine Rating Engine settings include: Call Duration Time of Day Voice Quality Menu Path: Cisco Unified CallManager CAR > Report Config > Rating Engine > Duration Menu Path: Cisco Unified CallManager CAR > Report Config > Rating Engine > Time of Day Menu Path: Cisco Unified CallManager CAR > Report Config > Rating Engine > Voice Quality

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Report ConfigDefine QoS Voice quality category can be defined based on: Lost packets Jitter Latency Menu Path: Cisco Unified CallManager CAR > Report Config > Define QoS

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Database Management Configuration Options System > Scheduler > CDR Load: Determine when to load CDR or CMR files into Cisco Unified CallManager CAR database System > Database > Manual Purge: Remove certain records (based on time) from Cisco Unified CallManager CAR database System > Database > Configure Automatic Purge: Automatically remove records from Cisco Unified CallManager CAR database based on age and database utilization (watermarks) CDR > Export CDR/CMR: For a specific date range, export records from Cisco Unified CallManager CAR database to CSV files, while removing additional CAR details System > Log Screens > Event Log: Display information about daily database jobs (CDR load, database purge, and so on)

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v CDR Load Configuration Enable or disable the loading of CDRs. Specify the CDR load parameters: –Time –Loading interval –Duration The CDRs should be loaded during nonbusiness hours. Menu Path: Cisco Unified CallManager CAR > System > Scheduler > CDR Load

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Manual Database Purge Menu Path: Cisco Unified CallManager CAR > System > Database > Manual Purge CAR Is the Only Option Select date range. Select table. Click Purge.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Reload All Call Detail Records Erase Cisco Unified CallManager CAR database and reload with all existing CDR and CMR records. Use to reclassify calls after dial plan updates, user-device association changes, call rate changes, and so on.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Automatic Database Purge Controls the amount of data in the Cisco Unified CallManager CAR database by setting a high-water mark and low-water mark: –Low- and high-water marks are a percentage of the 6-GB Cisco Unified CallManager CAR database Deletes records that are older than the number of days specified when the database size reaches the high-water mark Enabled by default Menu Path: Cisco Unified CallManager CAR >System > Database > Configure Automatic Purge

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Scheduled Cisco Unified CallManager CAR Reports Cisco Unified CallManager CAR can generate automatic reports: –Only supported for predefined reports –Daily, weekly, and monthly predefined automatic reports –CSV and PDF files formats supported –Reports can be sent by Necessary configuration steps: 1. Configure options per predefined automatic report: Enable or disable the report Set the report format (CSV or PDF) Enable or disable mail delivery of the report 2. Schedule (time of day, day of week or month) daily, weekly, and monthly reports

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Automatic Report Generation Option Configuration Menu Path: Cisco Unified CallManager CAR > System > Report Config > Automatic Generation/Alert Enable or disable selected report. Choose report.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Scheduler Configuration for Automatic Reports Menu Path: Cisco Unified CallManager CAR > System > Scheduler > Daily/Weekly/Monthly Set time, day of week, day of month, and life.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR User Levels There are three user levels in Cisco Unified CallManager CAR: Administrator: Users have this level when they are a member of a group that has the role Standard Admin Rep Tool Admin assigned. Manager: Users have this level as soon as their user ID is entered in the Manager User ID field of one or more users. User: Every end user has this level.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Cisco Unified CallManager CAR Report Types

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Report and User Type Matrix AdministratorManagerUser User Reports Bills, Top N (of managed users) Bills (only their own) System Reports QoS Device Reports

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v User Report Generation Browse to :8443/car/Logon.jsp. Users can generate bills only for themselves (data privacy). View or send reports via . Menu Path: Cisco Unified CallManager CAR > User Reports > Bills > Individual

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v User Report Example: View Report

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v User Report Example: Send Report Enter the recipients of the report. The PDF is automatically attached. The subject is predefined. Optionally, add a message to the . Click Send.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Summary Cisco Unified CallManager collects call information in CDRs and CMRs for later analysis, reporting, or billing. Cisco Unified CallManager CAR is a tool integrated into Cisco Unified CallManager. CDR collection has to be enabled, and disk utilization parameters and billing servers have to be configured. Cisco Unified CallManager CAR initial configuration includes activation of services and configuration of system parameters. Cisco Unified CallManager CAR uses its own database. Database management includes the configuration of disk utilization parameters and the time ranges when CDRs and CMRs should be loaded into the Cisco Unified CallManager CAR database.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v Summary (Cont.) Cisco Unified CallManager CAR supports automatic generation of daily, weekly, and monthly reports. Cisco Unified CallManager CAR users can have various levels, providing access to different ranges of reports. Cisco Unified CallManager CAR users with the lowest level (user level) can generate bills only for themselves.

© 2006 Cisco Systems, Inc. All rights reserved.CIPT2 v