What is Call Record Analyzer (CRA)?

What is Call Record Analyzer for Cisco CUCM?

Call Record Analyzer from Intelligent Visibility is purpose-built for organizations running Cisco Unified Communications Manager (CUCM), where gaining visibility into call behavior, system reliability, and compliance has historically been difficult. Whether you support a single-site deployment with hundreds of phones or a multi-cluster enterprise with tens of thousands of endpoints, native CUCM reporting doesn’t deliver the operational insights your teams need.

This tool changes that—providing quick, searchable, and actionable access to your CUCM call records and analytics.

Operational Clarity for Voice Teams

CUCM generates detailed call records, but most environments struggle to access or interpret them effectively. The Call Record Analyzer turns raw CDR data into usable intelligence—allowing engineers, voice admins, and service desk leads to:

• Investigate dropped calls, failed attempts, and poor call quality

• Search by caller, callee, extension, site, or time range

• Identify call setup issues, one-way audio events, or codec mismatches

• Visualize trends in call volume, internal-to-external ratios, and site usage

• Spot configuration issues or patterns before they result in support tickets

For IT teams, this means faster root cause analysis and fewer unresolved issues. For CX teams, it means more predictable call handling and better customer outcomes.

Support for Compliance and Safety Standards

Compliance requirements such as Kari’s Law and the Ray Baum Act mandate specific behaviors for 911 and emergency calling. The Call Record Analyzer provides clear, timestamped evidence of:

• Successful 911 call routing

• Location data passed with the call

• Emergency contact notifications (where configured)

For organizations required to maintain records and demonstrate compliance, this provides the necessary visibility and auditability to meet internal policies and regulatory obligations.

Identifying and Managing Unwanted Callers

Harassment, fraud, and repeated unwanted calls are common challenges in both public-facing and internal environments. CUCM offers limited native capabilities to investigate or manage this problem.

With the Call Record Analyzer, organizations can:

• Detect patterns of repeated or abusive calls

• Trace inbound traffic across clusters or extensions

• Document interaction history with specific numbers

• Inform security, compliance, or legal teams with structured evidence

• Develop policy-based mitigation or blocking strategies

This capability supports both user safety and organizational accountability.

Advanced Analytics at Scale

Beyond incident response, this tool supports long-term operational and planning goals. By offering structured visibility into usage patterns, system load, and call success rates, the Call Record Analyzer enables:

• Informed capacity planning for SIP trunks and bandwidth

• Endpoint utilization tracking across devices and departments

• Data-backed insights for platform tuning or migration planning

• Reduction of guesswork when evaluating user experience or system behavior

In environments where uptime, quality, and traceability matter, having this data readily accessible can reduce mean time to resolution (MTTR), improve SLAs, and optimize collaboration infrastructure.

Real Visibility for CUCM Environments

For years, organizations have invested in Cisco voice infrastructure without the ability to fully understand its behavior. The Call Record Analyzer closes that gap.

Whether you’re running 100 phones or 100,000, supporting a helpdesk or a distributed workforce, or working toward compliance and governance improvements, this tool helps turn opaque call data into clear, actionable insight.

To learn how Intelligent Visibility can help you modernize voice operations, support your compliance goals, and reduce troubleshooting time, connect with us or request a demonstration.