Monitor and Manage IP Telephony

Managing Call Accounting

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-1

 Call Accounting Overview

• Cisco Unified CallManager servers generate information records

about calls.
– Call Detail Records (CDRs): call activities (placing
calls, putting calls on hold, transferring calls, and so on)
– Call Management Records (CMRs): quality of calls
(latency, jitter, packet loss, and so on)
• CDRs and CMRs are the basis for analysis (billing)
and reporting applications.
• Cisco Unified CallManager CDR Analysis and Reporting
(Cisco Cisco Unified CallManager CAR) is part of Cisco Unified
CallManager and can be used for call analysis and reports.
– Cisco Unified CallManager CAR uses its own database
(CAR database) loaded from CDR and CMR files.
– Most third-party applications directly access CDR and CMR files.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-2

 Call Analysis Components and Features

• Cisco Unified CallManager Billing Application Servers (Up to Three)

nodes send their CDR and CMR
records to the CDR Repository
Generate
Manager. Customer Reports
Billing (S)FTP
• CDR and CMR files can be sent App. Cisco Unified
CallManager
to third-party servers via (S)FTP.
• Third-party applications can also SOAP

access CDR and CMR files via CDR and CMR

SOAP. Repository
Manager CDR and CMR CAR
• Disk usage of CDR and CMR Flat Files DB
files is monitored; old files can
be periodically deleted.
CDR and CMR
• Cisco Unified CallManager CDR and CMR

CAR loads CDR and CMR files Cisco Unified

into its database once a day. CallManager 1 Cisco Unified
CallManager 2

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-3

 Cisco Unified CallManager CDR Services

1. Cisco CDR Agent: Sends CDR and Billing Application Servers (Up to Three)
CMR files to the CDR repository
node and deletes local copy once
the file is transferred. Generate
Customer Reports
Billing (S)FTP
2. Cisco CDR Repository Manager: App. Cisco Unified
CallManager
– Sends CDR and CMR files to
billing server(s), retries in case 3 SOAP
of failed delivery
CDR and CMR 2
– Checks disk usage, deletes old Repository
CDR and CMR files; creates Manager CDR and CMR CAR
Flat Files
alarms on high disk usage DB

3. Cisco SOAP-CDROnDemand
Service: Processes incoming CDR and CMR
requests from customer billing CDR and CMR
applications using the SOAP 1
Cisco Unified 1
interface and sends requested CallManager 1 Cisco Unified
individual CDR and CMR files CallManager 2

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-4

 Cisco Unified CallManager CAR Features

• Can generate automatic (predefined) reports

• Reports can be sent by e-mail
• Reports available in two formats (PDF or CSV)
• Supports searching in CDR and CMR files
• Different types of reports:
– User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services
– System reports: QoS, Traffic, FAC/CMC, Malicious Call Details,
Precedence Call Summary, System Overview, and CDR Error
– Device reports: Gateway, Route Plan, Conference Bridge, and Voice
Messaging
• Cost calculation based on configurable ratings:
– Dial plan (local, long distance, and so on)
– Duration (time units that are charged)
– Time of day
– Voice quality

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-5

 CDR Configuration Overview

• Enable CDRs and CMRs

– On all call-processing nodes
– Cisco Unified CallManager service parameters
• Activate Cisco SOAP-CDROnDemand service (if used)
• Configure CDR management parameters:
– General parameters:
• Disk allocation
• Automatic deletion based on watermarks
– Billing application server parameters:
• IP address or host name
• Username and password, and so on

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-6

 Service Parameter: Enable CDR
Menu Path:
Cisco Unified CallManager Administration > System > Service Parameters

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-7

 Activate Service: Cisco SOAP

• Cisco SOAP-CDROnDemand service (feature service) needs

to be activated on the first node of the cluster.
Menu Path:
Cisco Unified CallManager Serviceability > Tools > Service Activation

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-8

 CDR Management Configuration Overview

Menu Path:
Cisco Unified CallManager Serviceability > Tools > CDR
Management
General
Parameters
(Disk
Allocation
and Auto-
Deletion)

Billing
Application
Server
Parameters
(FTP or SFTP
Server
Settings)

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-9

 CDR Management—General Parameters

• High Water Mark (%)—Maximum percentage of the allocated disk

space for CDR and CMR files before files are deleted until low-water
mark is reached, beginning with the oldest
• Low Water Mark (%)—Percentage of allocated disk space that
is always available to CDR and CMR files
• CDR/CMR Files Preservation Duration (Days)—Number of days that
you want to retain CDR and CMR files
• Disable CDR/CMR Files Deletion Based on HWM—Disables deletion
of CDRs and CMRs even if disk usage exceeds high-water mark

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-10

 CDR Management—Billing
Application Server Parameters

1. Enter
(S)FTP server
parameters.

2. Click Add.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-11

 Cisco Unified CallManager CAR
Initial Configuration Overview

CCMAdministrator performs these steps:

• Activates required services (on the first node of the cluster):
– Cisco Unified CallManager CAR Scheduler—Schedules
CAR-related tasks (CDR file loading, report generation).
– Cisco Unified CallManager CAR Web Service—Grants
access to the Cisco Unified CallManager CAR tool.
• Assigns required rights to Cisco Unified CallManager CAR
administrators:
– adds appropriate users to the Standard Cisco Unified
CallManager CAR Admin Users group
– Group has Standard Admin Rep Tool Admin
(providing full access to Cisco Unified CallManager CAR)
role assigned by default

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-12

 Cisco Unified CallManager CAR
Initial Configuration Overview (Cont.)

A Cisco Unified CallManager CAR administrator

performs the following:
• Accesses Cisco Unified CallManager CAR
• Sets up initial configuration of system parameters within
Cisco Unified CallManager CAR:
– Mail parameters
– Dial plan configuration
– Gateway configuration
– System preferences
– Report configuration (Rating Engine and Define QoS)—
used for cost calculation

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-13

 Cisco Unified CallManager CAR Service
Activation

Two Cisco Unified CallManager CAR services (feature

services) to be activated on first node of the cluster:
• Cisco Unified CallManager CAR Scheduler—Schedules Cisco
Unified CallManager CAR-related tasks (CDR file loading, report
generation)
• Cisco Unified CallManager CAR Web Service—Grants access to
the Cisco Unified CallManager CAR

Menu Path:
Cisco Unified CallManager Serviceability > Tools > Service Activation

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-14

 Cisco Unified CallManager CAR Logon

• Cisco Unified CallManager Serviceability Tools > CDR Analysis and

Reporting
or
• https://<Server-ip/name>:8443/car/

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-15

 Cisco Unified CallManager CAR System
Parameters—Mail Parameters

Menu Path:
Cisco Unified CallManager CAR > System > System
Parameters > Mail Parameters • Set mail server user
account and
password.
• Set the default
domain (in case mail
recipients are entered
without domain
information).
• Set mail server name
or IP address.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-16

 Cisco Unified CallManager CAR System
Parameters—Dial Plan Configuration
Menu Path:
Cisco Unified CallManager CAR > System > System
Parameters > Dial Plan Configuration

• Define the toll-free

numbers.
• Specify clauses and
set the appropriate
call type.
• Configure clauses with:
– Activation check box
– Condition
– Number of digits
– Pattern

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-17

 Cisco Unified CallManager CAR System Parameters—
Gateway Configuration and System Preferences
Menu Path:
Cisco Unified CallManager CAR > System > System
Parameters > Gateway Configuration
• Gateway
configuration:
– Area code
– Maximum number
of ports (used for
gateway utilization
Menu Path: calculation)
Cisco Unified CallManager CAR > System > System
Parameters > System Preferences
• System preferences:
– Company name
that will be shown
on bills

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-18

 Cisco Unified CallManager CAR
Report Config—Rating Engine
Menu Path:
Cisco Unified CallManager CAR > Report
Config > Rating Engine > Duration
Menu Path:
Cisco Unified CallManager CAR > Report
Config > Rating Engine > Time of Day

Menu Path:
Cisco Unified CallManager CAR > Report Config > Rating Engine > Voice Quality

Rating Engine settings

include:
• Call Duration
• Time of Day
• Voice Quality

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-19

 Cisco Unified CallManager CAR
Report Config—Define QoS
Menu Path:
Cisco Unified CallManager CAR >
Report Config > Define QoS
Voice quality
category can be
defined based on:
• Lost packets
• Jitter
• Latency

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-20

 Cisco Unified CallManager CAR Database
Management Configuration Options

• System > Scheduler > CDR Load: Determine when to load

CDR or CMR files into Cisco Unified CallManager CAR
database
• System > Database > Manual Purge: Remove certain records
(based on time) from Cisco Unified CallManager CAR
database
• System > Database > Configure Automatic Purge: Automatically
remove records from Cisco Unified CallManager CAR
database based on age and database utilization (watermarks)
• CDR > Export CDR/CMR: For a specific date range, export
records from Cisco Unified CallManager CAR database to
CSV files, while removing additional CAR details
• System > Log Screens > Event Log: Display information about
daily database jobs (CDR load, database purge, and so on)

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-21

 CDR Load Configuration
Menu Path:
Cisco Unified CallManager CAR > System >
Scheduler > CDR Load

• Enable or disable the

loading of CDRs.
• Specify the CDR load
parameters:
– Time
– Loading interval
– Duration
• The CDRs should be
loaded during
nonbusiness hours.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-22

 Manual Database Purge
Menu Path:
Cisco Unified CallManager CAR > System > Database > Manual Purge

CAR Is the Only Option

Select table.

Select date
range.

Click Purge.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-23

 Reload All Call Detail Records

Erase Cisco Unified

CallManager CAR database
and reload with all existing
CDR and CMR records. Use to
reclassify calls after dial plan
updates, user-device
association changes, call rate
changes, and so on.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-24

 Automatic Database Purge
Menu Path:
Cisco Unified CallManager CAR >System > • Controls the amount of
Database > Configure Automatic Purge data in the Cisco Unified
CallManager CAR
database by setting
a high-water mark and
low-water mark:
– Low- and high-water
marks are a percentage
of the 6-GB Cisco
Unified CallManager
CAR database
• Deletes records that are
older than the number of
days specified when the
database size reaches the
high-water mark
• Enabled by default

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-25

 Scheduled Cisco Unified CallManager
CAR Reports

• Cisco Unified CallManager CAR can generate automatic reports:

– Only supported for predefined reports
– Daily, weekly, and monthly predefined automatic reports
– CSV and PDF files formats supported
– Reports can be sent by e-mail
• Necessary configuration steps:
1. Configure options per predefined automatic report:
• Enable or disable the report
• Set the report format (CSV or PDF)
• Enable or disable mail delivery of the report
2. Schedule (time of day, day of week or month) daily,
weekly, and monthly reports

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-26

 Automatic Report Generation Option
Configuration
Menu Path:
Cisco Unified CallManager CAR > System > Report Config > Automatic Generation/Alert

Enable or disable
selected report.

Choose report.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-27

 Scheduler Configuration for Automatic
Reports
Menu Path:
Cisco Unified CallManager CAR > System > Scheduler > Daily/Weekly/Monthly

• Set time, day

of week, day
of month,
and life.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-28

 Cisco Unified CallManager CAR User Levels

There are three user

levels in Cisco Unified
CallManager CAR:
• Administrator: Users have this
level when they are a member of
a group that has the role
Standard Admin Rep Tool Admin
assigned.
• Manager: Users have this level
as soon as their user ID is
entered in the Manager User ID
field of one or more users.
• User: Every end user has this
level.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-29

 Cisco Unified CallManager CAR
Report Types

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-30

 Report and User Type Matrix

Administrator Manager User

Bills, Top N Bills

User Reports  (of managed (only their
users) own)
System
Reports  QoS 

Device
Reports   

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-31

 User Report Generation
Menu Path:
Cisco Unified CallManager CAR > User Reports > Bills > Individual

• Browse to https://<server-ip/name>:8443/car/Logon.jsp.
• Users can generate bills only for themselves (data privacy).
• View or send reports via e-mail.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-32

 User Report Example: View Report

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-33

 User Report Example: Send Report

• Enter the
recipients
of the report.
• The PDF is
automatically
attached.
• The subject
is predefined.
• Optionally, add
a message to
the e-mail.
• Click Send.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-34

 Summary

• Cisco Unified CallManager collects call information in CDRs

and CMRs for later analysis, reporting, or billing. Cisco
Unified CallManager CAR is a tool integrated into Cisco
Unified CallManager.
• CDR collection has to be enabled, and disk utilization
parameters and billing servers have to be configured.
• Cisco Unified CallManager CAR initial configuration includes
activation of services and configuration of system
parameters.
• Cisco Unified CallManager CAR uses its own database.
Database management includes the configuration of disk
utilization parameters and the time ranges when CDRs and
CMRs should be loaded into the Cisco Unified CallManager
CAR database.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-35

 Summary (Cont.)

• Cisco Unified CallManager CAR supports automatic

generation of daily, weekly, and monthly reports.
• Cisco Unified CallManager CAR users can have various
levels, providing access to different ranges of reports.
• Cisco Unified CallManager CAR users with the lowest level
(user level) can generate bills only for themselves.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-36

© 2006 Cisco Systems, Inc. All rights reserved. CIPT2 v5.0—1-37