Recently, I had the need to analyze phone call data to answer questions such as how many phone calls were received in a given day and how frequently voicemail answered instead of a live person. In this scenario, I was fortunate enough to have a fairly accessible phone system to work with — a Cisco UC520. While this guide is specific to working with a Cisco UC520 device, most Cisco phone systems (the UC series or anything utilizing CUE/CME) should be pretty comparable.
So, you want to be able to analyze Cisco call data? Well, you’re in luck! There are three major steps to this process:
- Extract raw call data from the phone system
- Capture the exported data and interpret it
- Insert it into SQL Server and perform reporting
This won’t be a complete step-by-step guide, but I’ll try to hit all the high points and am always open to questions.