Skip to content

Frequently Asked Questions

What You Need to Know About Call Record Analyzer

General Call Record Analyzer FAQs

What is Call Record Analyzer?

Call Record Analyzer is a diagnostics and reporting tool for organizations using Cisco Unified Communications Manager (CUCM). It provides visibility into call behavior, quality, and trends by interpreting Call Detail Records (CDRs) and presenting them in a user-friendly, searchable interface.

What problems does this tool solve?

It eliminates the guesswork involved in:

• Troubleshooting one-way audio or dropped calls

• Identifying high-volume or failed call patterns

• Investigating harassment or repeated unwanted calls

• Understanding site or user-level voice performance

• Supporting compliance initiatives like Kari’s Law and Ray Baum’s Act

How is this different from Cisco CUCM’s native CDR reporting?

CUCM’s built-in reporting is limited in flexibility, accessibility, and usability. The Call Record Analyzer goes further by:

• Offering real-time and historical search

• Allowing cross-cluster and multi-site analysis

• Presenting call paths visually

• Making CDR data useful for both voice engineers and support staff

Does this CDR analysis tool support multi-cluster CUCM environments?

Yes. The Call Record Analyzer supports environments with a single CUCM cluster or multiple distributed clusters. It can normalize and present call data across geographic or departmental boundaries.

What kind of call quality issues can I diagnose?

While CUCM does not natively track packet-level voice metrics, our analyzer helps identify symptoms and root causes based on patterns in the call record data, including:

• One-way audio

• High failure rates

• Unusual call duration (too short/long)

• Repeated retries or failed call setup

• Missed calls due to config or routing issues

How does the tool help with compliance?

It assists with compliance in two key ways:

1. Emergency call routing validation – Confirming 911 calls are properly routed and logged

2. Audit support – Providing a timestamped record of emergency and high-risk calls, supporting policies for Kari’s Law and Ray Baum Act compliance

Is Call Record Analyzer Cloud-based or On-prem?

The Call Record Analyzer CDR analysis solution for Cisco CUCM is available as:

• Cloud-hosted (SaaS) for fast deployment and multi-site visibility

• On-premises deployments available for security-sensitive environments

How quickly can I start using the tool?

Setup typically takes less than 1 business day if your CUCM environment is ready to export or provide access to CDR data. We’ll provide onboarding support to ensure fast time-to-value.

Technical and Setup FAQs

What is the Current Call Record Analyzer Version?

The latest release of Call Record Analyzer, the CDR analysis tool for Cisco CUCM environments, is 2024(1a)

How Do I Setup CRA?

How do I setup CDR and CMR export from my Cisco CUCM environment?

This blog post walks you through the steps required to start sending data to Call Record Analyzer.

CDR CMR Setuo CDR/CMR Setup

 

Is my CRA Instance Shared?

No, every Call Record Analyzer customer has their own dedicated containerized instance.

Where Does My CRA Instance Run?

By default all CRA containers run in a US-East availability zone.

If you are an EU customer please let us know as we can move your instance to an EU availability zone.

How Do I Get Technical Support?

For basic questions, or to request a demo or evaluation please contact us at hi@callrecordanalyzer.com.

If you need technical support please email us at crasupport@callrecordanalyzer.com. 

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.