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VoIP Detective

VoIP Detective 1.8

New in VoIP Detective 1.8 is our Range Summary report. Along with this new report comes a host of updates and bugfixes.



  • features added:11
  • bugs fixed:19
  • new – Range Summary Report has been introduced. You can now search for summary information from a range of numbers on one report.
  • new – Endpoint Utilization can accommodate larger (>1000 devices) installations now, and includes an improved export system.
  • new – ability in the CLI to delete all SSL certificates.
  • new – gateway utilization offers the option to display data in table format
  • new – outbound call report allows for the calling userid to be displayed. Useful identifying who placed a call from a shared line.
  • new – emergency alerts can key off of either original, or final called party number. Useful if running Cisco Emergency Responder, or otherwise translating emergency calls.
  • new – scheduled reports that are created by the administrator can be sent to multiple email addresses.
  • new – user management – remove multiple users from a manager at one time.
  • new – admin and inbound searches have the ability to display the mobility / single number reach phone that answered the call.
  • new – command line script allows for diffie-hellman support in SSH. This allows older CUCM servers to connect to VoIP Detective using insecure protocols. Disabled by default and must be manually enabled.
  • new – wallboard has the ability to show oldest call in queue
  • fix – error when trying to disable admin cron messages
  • fix – missing headers on team summary export
  • fix – error in chart building when team member calls = 0
  • fix – error in gateway stat count resolved.
  • fix – cli option to create missing directories.
  • fix – error with date selection on admin search
  • fix – wallboard time format would shift between 5 and 6 digits.
  • fix – adding new wallboard generates error
  • fix – user management page would hang if >3000 users
  • fix – error when enabling user signup
  • fix – error in scheduled reports when an extension contains special characters.
  • fix – missing column header when exporting the inbound call report
  • fix – link to error calls in the admin dashboard would not lead to the correct timeframe
  • fix – system usage search was showing multiple legs of a call as separate calls.
  • fix – error updating admin email
  • fix – total system usage would miscalculate international calls in certain circumstances
  • fix – error when changing end user email address
  • fix – error in total system usage for older installations
  • fix – team and inbound reports may underreport calls going to voicemail if using SCCP integration wiht CUC
  • improvement – Tempus Dominus updated
  • improvement – Bootstrap updated
  • improvement – Jquery updated
  • improvement – fontawesome updated
changelog, ,

VoIP Detective 1.7

VoIP Detective version 1.7 is now available for download, free of charge. In this version of the best call reporting for Cisco Callmanager, we introduce CUBE analytics, Endpoint utilization and more!



  • features added:8
  • bugs fixed:14
  • new – CUBE Analytics introduced. VoIP Detective can now read CDRs produced by CUBE. This means that you’ll have insight on calls that never make it to CUCM. These could be calls that are rejected, or go to systems other than CUCM. More information
  • new – Endpoint Usage introduced. VoIP Detective can show the last time each device / endpoint in CUCM made a call. With this, you’ll be able to isolate phones that are not used, possibly lowering your needed license count. More information
  • new – names are now shown on the team pie charts (both in scheduled reports, and in the GUI.
  • new – team summary report now includes average time to answer, as well as longest time to answer (both GUI searches and scheduled reports).
  • new – improvements to the display names interface allows admins to modify existing users
  • new – montoring and alerting of CDR delivery on a per node basis. You can select specific CUCM nodes to monitor for CDR delivery.
  • new – Busy hour search now offers the ability to filter zero second calls
  • new – administrators have the ability to disable browser auto-complete for the login password field
  • fix – hardened login and forgot password scripts to prevent SQL injection.
  • fix – Zero second calls properly filtered on inbound call search
  • fix – LDAP users fail to be added because ‘field ‘ldapUsername’ doesn’t have a default value’
  • fix – siteUrl fails to update in certain circumstances.
  • fix – team summary showed a column mismatch
  • fix – remote ftp backups were broken
  • fix – error when setting the from address in configuration
  • fix – error in search-all that caused formatting issues for french users
  • fix – error that prevented modal popups for user-management and other pages
  • fix – admin dashboard graph failed when using french language
  • fix – Display names – manual entry would not reset the “cucm synced” flag
  • fix – error when uploading SSL certificate
  • fix – error that prevents setting mail authentication flag
  • fix – wallboard creation would fail when using special characters
  • improvement – account login screen reflects when login is successful.
  • improvement – AXL sync improvements
  • improvement – fontawesome 6.2.1
  • improvement – bootstrap 5.2
changelog,

Call Reporting for Call Center Managers

Call reporting for Call Center Managers

As the manager of a call center, you understand the importance of maintaining a high level of customer service. To achieve this, you need to monitor your call traffic and ensure that your agents are providing the best possible experience to your customers. This is where call reporting software comes in. In this article, we will discuss how VoIP Detective can help you as the manager of a call center that uses Cisco CallManager.

VoIP Detective is a comprehensive call reporting software that integrates seamlessly with Cisco CallManager. It provides advanced call reporting features that enable you to track, analyze, and optimize your call center operations. With VoIP Detective, you can gain insights into your call center’s performance and make data-driven decisions to improve your overall customer service.
Let’s take a closer look at how VoIP Detective can help you as a call center manager.

1. Accurate Call Reporting
VoIP Detective provides accurate call reporting that enables you to track every call that comes into your call center. You can view detailed information about each call, including the caller ID, call duration, call time, and call type. This information can help you identify trends and patterns in your call center’s performance and make adjustments accordingly.

2. Real-Time Call Monitoring via Wallboard
VoIP Detective offers what we call a “Wallboard”, which can show you in a single window, the number of calls on hold, the number of agents talking, those that are idle, and more. By integrating directly with your Cisco UCCX call center, VoIP Detective can give you full visibility.

3. Historical Reporting
In addition to real-time reporting, VoIP Detective also provides historical reporting capabilities. This allows you to analyze your call data over a period of time, giving you insights into trends and patterns. With VoIP Detective, you can view reports on call volume, call duration, agent performance, and more. This information can help you identify areas for improvement and make data-driven decisions to optimize your call center’s performance.

4. Agent Performance Monitoring
VoIP Detective also provides agent performance monitoring capabilities. This allows you to track how your agents are performing and identify any areas where they may need additional training or support. With VoIP Detective, you can view reports on agent activity, such as call volume, call duration, and call handling time. You can also monitor call quality to ensure that your agents are providing the best possible service to your customers.

In conclusion, VoIP Detective is an essential tool for call centers that use Cisco Callmanager. Its real-time and historical reporting capabilities, agent performance monitoring, and wallboard features make it the perfect solution for managers who want to optimize their call center’s performance and provide the best possible service to their customers. If you’re looking for a call reporting software that can help you take your call center to the next level, VoIP Detective is the solution you’ve been searching for.

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VoIP Detective 1.6

Version 1.6 of the worlds best CDR tool for Cisco Callmanager users is now available. You’ll find many new features, as well as a collection of bugfixes. Please take a moment to watch our Youtube video for more details.



  • features added:11
  • bugs fixed:8
  • new – LDAP authentication is now supported. Users can either authenticate against the internal VoIP Detective database, or against a single LDAP server.
  • new – Emergency alerts can be sent out according to patterns. For example, calls from 33XXX extensions can alert user1@company.com and 44XXX extensions can alert user2@company.com
  • new – malicious call alerts – if a call is flagged as malicious, the admin will receive an email.
  • new – uccx wallboard now allows for multiple user selected queues. Previously, only a single queue, or all queues could be chosen, now a wallboard with a subset of queues can be created.
  • new – admins can now import CDR files manually. This is useful for importing large files, like a CUCM CDR export.
  • new – ability to disable insecure ciphers through the CLI (-SSLv2 -SSLv3 -TLSv1 -TLSv1.1 -DES -3DES)
  • new – team report now shows the average time to answer for all calls that do not go to voicemail.
  • new – call termination codes have been translated to French and Spanish
  • new – admin search allows searches by MAC or Device ID
  • new – CUCM AXL sync offers the option of including end user mobile number, and matching display names based on this data.
  • new – users and administrator can run scheduled reports on demand
  • fix – error when performing a team search using invalid voicemail pilot
  • fix – error in busy hour search when looking for non-numeric characters
  • fix – adding users to VoIP Detective would fail
  • fix – improvements to how call recordings are processed. Admins can choose to filter calls to a recording server (these calls could inflate the number of calls shown in reports)
  • fix – configuration error that prevented saving of the backup ftp username
  • fix – busy hour search – clicking on the details button would not take you to the correct results
  • fix – all calls search – in some instances, zero second inbound calls were not reflected correctly
  • fix – seconds were missing from call start time in admin,calling,cmc,and team exports
  • improvement – bootstrap upgraded to 4.6
  • improvement – configuration page no longer requires a reload to save multiple values
changelog

Easily perform packet captures, pull CUCM traces, and gather SIP logs using the Cisco RTMT

Easily perform packet captures, pull CUCM traces, and gather SIP logs using the Cisco RTMT

Generating logs for CUCM, SIP, or networking in general can be hard

Often when working with Cisco TAC (support) you’ll be asked to “pull trace logs” or perform a “packet capture”. This can often mean setting up a device that can capture packets on each end of the conversation, and actually capturing the ones and zeros between each endpoint (starting and stopping the capture at the same time on each end). This process can be quite frustrating, as you’ll usually need to have two devices built to do the capturing, and you’ll have to configure some network switchports to mirror the traffic (i.e. copy packets going to a phone or gateway to the packet capture device). Luckily, there is a better way.

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VoIP Detective 1.5

VoIP Detective 1.5 is now available with an amazing array of new features and bugfixes. Cisco call reporting is now easier than ever with our 1.5 release. All searches have received a complete rewrite, and include beautiful graphs. Please take a moment to watch our Youtube video for more details.



  • features added:18
  • bugs fixed:14
  • new – inbound call search export now includes call leg information
  • new – admin search can query for calls with a duration greater than X seconds, less than X seconds, or a combination of both
  • new – cliadmin allows you to enable or disable FTP, HTTP, and SSH (requires OS level 2.4 or higher).
  • new – “all calls” search has improved graphs
  • new – support for CUCM bug code (-1560281087) that showed in some customer records.
  • new – database reorg to improve speed
  • new – sftp remote backups are now supported.
  • new – admin dashboard groups like device types
  • new – system status page will show when the last record was received from each CUCM node
  • new – CLI option to repair Apache in the event it does not start
  • new – when processing errors occur stats will be recreated and processing reviewed
  • new – PRO users can add display names via a CSV import (in addition to manually, or via AXL sync)
  • new – user management improvements to copying managers
  • new – PDF and XLSX exports now include total number of calls
  • new – admin and all call reports now have the option to show the CUCM end user associated with each call
  • new – added new charts to calling and called searches
  • new – CLI offers the option to disable TLS 1.0 and 1.1
  • new – warning message is displayed if visiting VoIP Detective from any url other than the configured site url.
  • fix – “all calls” search performed by an admin would fail on any page other than page 1
  • fix – team search grouped by days produced formatting errors
  • fix – ability to disable SSL verification when updating the OS. This is useful for those using their own certificates.
  • fix – bug that prevented the filename in step 4 of the certificate upload from showing
  • fix – yum disable SSL verification error
  • fix – display name manual input sanitizes special characters
  • fix – resolved SSL cert issue where SANs were not being included
  • fix – searching for “today” under defined dates could leave out most recent calls in certain scenarios
  • fix – inconsistencies in admin search when using predefined dates (not all variables were passed correctly)
  • fix – searching for “is exactly” would fail using a mask (i.e. 42XXX)
  • fix – yum update would reset directory permissions, preventing future upgrades
  • fix – admin and inbound call exports could report incorrect call leg counts
  • fix – error that caused an incorrect license end date to display
  • fix – error when using an external prefix of 0 on config and search-usage pages
  • improvement – optimization around the way the admin stats are built.
  • improvement – Instead listing out every individual BOT, CSF, TCT, TAB, ATA, and UCCX device on the admin dashboard, they are now grouped together. By clicking on them group you can drill down. Please note the links on the admin dashboard may need up to 24 hours to rebuild.
  • improvement – changes to hourly cron to make it more efficient.
  • improvement – chart.js has been upgraded to improve line charts
changelog

VoIP Detective 1.4

VoIP Detective 1.4 is making it’s grand debut! It not only offers the usual bugfixes and tweaks, but also some exciting new features! Administrations can choose to have VoIP Detective displayed in English, Spanish, or French. The “Network Quality Search” will allow you to search for calls that have excessive packet loss, jitter, or latency. Another popular introduction is the improvement of the team search – both the GUI, as well as the export offer new options.



  • features added:13
  • bugs fixed:18
  • new – Ability for the administrator to choose between English, Spanish, and French languages.
  • new – “Network Quality Search” added, to allow admins to search for calls with excessive jitter, latency, or packet loss.
  • new – admin and inbound search have the ability to search for “NULL” – this will return calls where there is no callingPartyNumber as reported by CUCM (AKA anonymous calls).
  • new – added option to filter zero second inbound and outbound calls on the team search report
  • new – SAN (Subject Alternative Name) added to SSL certificates
  • new – Improvements to remote backup system. FTP backups can now be scheduled for daily / weekly / monthly.
  • new – Team search now links directly to inbound, outbound and voicemail searches.
  • new – User registration system now offers the ability to resend a user’s activation email.
  • new – Improvements to the total system usage report. You can now see examples of the calls in each classification.
  • new – Administrator now has the option to use “contains, is exactly, begins, and ends with” when using the All Calls Search.
  • new – axlsync.log added to increase debugging for OS version 2.6 and above. Older OS versions will output into the error.log
  • new – support for 2 CUCM bug codes (-1493172161, and -1577058283) that were showing up in customer records.
  • new – admin XLSX and CSV exports include call leg information (PRO only)
  • fix – Busy hour scheduled report would fail
  • fix – Outbound call search would fail when configuration for multiple voicemail pilots
  • fix – Gateway device list now filters out ‘BOT’,’TCT’, and ‘TAB’ devices.
  • fix – When selecting not to show zero second calls on the team report, that setting is carried over when viewing a team member details.
  • fix – Size of pie chart increased to allow for longer extensions
  • fix – When adding a VoIP Detective user, and conflicting emails will be identified and relayed to the admin
  • fix – Additional sanitation when adding users (i.e. new “u’ser” will no longer throw errors)
  • fix – CMR details failed to show the codec used by a call
  • fix – When using a mask, admin search exports would include all calls.
  • fix – Error that prevented CMR.txt files from being imported properly
  • fix – Cron would kill the import process after 20 minutes. This has been increased to 180 minutes
  • fix – Error in outbound call report when searching for calls with 0 duration.
  • fix – Improvements to the import process when cdrs with errors are encountered.
  • fix – Search now allows for a + sign in the extension. For example, extension +3334442222 is now valid, and the + is no longer stripped.
  • fix – Error in inbound call search when using “Only unanswered or went voicemail”
  • fix – Improvements to the STARTTLS email routine.
  • fix – Improvements to the GUI sorting of columns
  • fix – Admin export groups calls by call leg
changelog,

VoIP Detective 1.3

Break out the confetti and horns! VoIP Detective has just released the best, most feature rich version, 1.3 We have received countless feature suggestions from our favorite users and have been working around the clock to put together this latest and greatest VoIP Detective version. From hourly call summaries, a greater technical breakdown and squishing any of those pesky bugs…version 1.3 has a little something for everyone.



One of the most popular new features are the ability to export, or schedule a “Team Summary” report, meaning that you can receive in PDF, CSV, or XLSX format, a summary list of your team calls.  Another popular addition is the ability to pull a team report grouped by days.  This way you can quickly see how many interactions there were for each team member on each day.  Another big addition is a busy hour graph.  You can quickly and easy see calls that were missed, answered, and placed when pulling a busy hour report.

Admins will love some of these new additions – both PRO and Free users can now search by mask in the admin search.  If you’d like to know about calls from 42500 and 42600, you can just pull an admin search for 42XXX.  Everyone in that range will show up in the report.

  • bugs fixed:10
  • features added:20
  • new – team search adds the option to show call totals by day
  • new – inbound call report shows all users who interacted with a call
  • new – admin now has the ability to update a user’s email address
  • new – team search panel shows all extensions that are part of a manager’s team
  • new – troubleshooting page allows admins to easily download all logs for support.
  • new – VD-55 – busy hour reports can now be exported.
  • new – all call search now includes the “type” field (in, out, other) in the export
  • new – busy hour report includes abandoned calls
  • new – busy hour report includes graph (includes total, answered, abandoned, voicemail and outbound calls).
  • new – busy hour graph can be scheduled (includes graph and report in email).
  • new – graphs added to admin search
  • new – inbound search now includes the original called number.
  • new – graphs added to inbound search
  • new – CDR and CMR files are no longer deleted, but instead are stored in a compressed files (.tar).
  • new – ability to place an archive (.tar file) into the /incoming folder, and have those CDRs extracted and read by VoIP Detective. This allows for re-importing of CDRs should the need arise.
  • new – Team report now offers the ability for the manager to be included or excluded from the report.
  • new – Admin search includes refinements to the gateway search. Choose to search where gateway is originating, destination, or both.
  • new – Team summary reports. Reports (both on-demand and scheduled can be generated that show summary information.
  • new – Improvements to how MOS, Jitter, Latency, and other CMR data is displayed to the administrator (inside of call legs).
  • new – Admins can now search by mask (i.e. search for 456X or 45XX or 4XXX) in order to report on a range of numbers
  • fix – team search improperly classified calls from a handset to voicemail as outbound calls.
  • fix – admin search would fail when using multiple internal extension lengths.
  • fix – VD-62 – When using multiple extension lengths, filtering out internal calls may fail.
  • fix – team search export misclassified calls when “internal calls” filter was activated
  • fix – for users not using NANP, total system usage would misclassify calls
  • fix – when using admin search and filters (i.e. search by gateway) the exported search did not retain the filters.
  • fix – columns mislabeled in outbound report export
  • fix – admin search and inbound search had shown transferred calls as two separate calls
  • fix – admin search capped at 2,000,000 raw results (to prevent out of memory errors)
  • fix – error on admin search when looking for only internal calls, and using multiple extension lengths
changelog

Cisco Call Termination Cause Codes, Values and Descriptions

Cisco Call Manager’s main purpose is to route calls from one endpoint to another, usually called the originating device to the destination device. While doing this there are practically an unlimited amount of things that could go wrong. Cisco decided to use what they call a “call termination value” to explain what the issue was. This value is typically numeric, and refers to a preassigned value.

These codes are typically seen in CDRs (Call Detail Records) that are produced by CUCM. CUCM produces CDRs so that they can be read by analytic software (like VoIP Detective), to ultimately produce human readable reports. Read more about Cisco CDRs here.

oriCause_value

This means that the cause code was produced by the originating side. The originating side could refer to a phone that started the call, or the gateway that first received an inbound call (among other things).

destCause_value

This means that the cause code was produced by the destination side. The destination side could refer to a phone that received the call, or the gateway that received an outbound call (among other things). An example would be a destCause_value of

Below is the complete list of cause code values, and where appropriate, I’ve given some explanation as to the meaning.
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