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Call Record Analyzer Use Cases

Call Record Analyzer (CRA) isn’t just a reporting tool—it’s how IT, telecom, and compliance teams turn Cisco CUCM call records into faster resolutions, stronger compliance, and smarter capacity planning. Below are real-world scenarios where CRA delivers immediate value.

help desk worker on a computer with a headset on
Help Desk 
CRA enables help desk an intuitive way of performing troubleshooting tasks in response to reported phone call-related problems.
woman angry and yelling at a phone
Customer Care 
See how CRA can help customer care departments respond to rudeness complaints that took place over the Cisco phone system.
telecom team working at computers with headsets on
Telecom Teams 
CRA empowers telecom teams with the ability to troubleshoot more efficiently by having visual meaningful call record information.

IT Operations & Troubleshooting

Problem: End users report dropped calls or poor audio, but support teams lack technical detail or visibility into what happened.
Solution: Call Record Analyzer enables IT teams to trace every call through Cisco CUCM, revealing issues like packet loss, codec mismatches, or SIP failures using CDR and CMR data.
Result: Faster root cause analysis and reduced time to resolution with clear, actionable diagnostics.Telecom Management &

Capacity Planning

Problem: Telecom teams struggle to plan or scale infrastructure due to limited visibility into call traffic patterns or trunk usage.
Solution: Call Record Analyzer provides detailed reports on call volumes, success rates, and endpoint usage across clusters, locations, and devices.
Result: Informed provisioning, reduced overuse, and improved ROI on voice infrastructure.

Compliance & E911 Call Tracking

Problem: Regulatory requirements like Kari’s Law and HIPAA demand accurate tracking and alerting of emergency or sensitive calls.
Solution: Call Record Analyzer monitors for 911 calls in real-time, notifies key stakeholders, and stores call records with detailed metadata for audit readiness.
Result: Stronger compliance posture and faster incident response without relying on manual tracking.

Caller ID Spoofing & Unwanted Call Investigation

Problem: Users receive spam or fraudulent calls, but it’s difficult to trace their source or volume.
Solution: Call Record Analyzer detects patterns linked to spoofed Caller IDs or suspicious inbound/outbound traffic, helping IT identify and respond to threats.
Result: Improved security visibility and a documented approach to telecom abuse prevention.

Historical Call Records for Audit & Legal

Problem: Auditors or legal teams request specific call data, but extracting and validating records is time-consuming.
Solution: Call Record Analyzer stores and indexes historical Cisco CDR and CMR data with filters for user, time, device, and call quality metrics.
Result: Faster data access and reporting for compliance reviews, audits, or legal investigations.

 

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