What is Call Record Analyzer?

Call Record Analyzer (CRA) is a robust tool iVi designed to augment reporting and troubleshooting functionality for businesses using Cisco's Unified Communications System. At its core, CRA simplifies complex visibility to Call Detailed Recrods (CDRs) and Call Management Records (CMRs) also known as Call Diagnostic Records to provide an inside view and automation actuions that help with telephony management tasks. CRA provides features like Enhanced 911, Detailed Call Analysis, and Efficient Call Blocking. CRA also provides departmental reporting such as tracking top callers, talkers, and dialed numbers. It tracks phone usage to determine device utilization and disconnection reasons, and it alerts via email on 911 calls made, and more. 

Below, we are providing several examples where customers recently experienced situations where CRA has provided even more valuable assistance in solving unique problems.

➡️ Use Case #1: The Fax Conundrum

iVi's client reported a situation with sending FAXes where they were randomly failing, specifically when FAXing to outside numbers. We advised the client to pull their CDR records for samples of the FAX calls using their CRA. CRA was able to provide easy access to CDR records for one of the fax machines to identify the disconnect reason codes.

The disconnect code displayed 'Media Negotiation Failed.' 

Using CRA, the client was also able to determine the device that provided the failed PSTN access to the FAX machine.  Upon reviewing successful outgoing FAXes, he was able to confirm that the same device was used to access the PSTN. It appeared the issues existed when FAXing to specific area codes. Therefore, the issue was likely on the provider's side.  He was able to open a ticket with supporting evidence using the data provided by CRA. The data showed call samples and corresponding information for both failed and successful FAX calls, and he was able to get quick resolution to a problem.

➡️ Use Case #2: Thwarting a Hacker

Over the past couple of weeks, another client used CRA to identify someone abusing their communications system.  A 'hacker' gained unauthorized access to several voicemail boxes through a brute force attack, flooding both internal and external numbers with phony calls.

Using CRA, the client was able to track the calls, identify the source, and determine where they were being directed. CRA helped the client successfully stop the 'hacker' in his tracks.

Takeaways:

• CRA helps to easily identify failed and successful calls (providing valid and valuable evidence when needed for complaints/claims)
• If you need an easy way to collect useful information for the PSTN provider, CRA enables effective troubleshooting
• Getting information quickly and efficiently through CRA helps eliminate potential threats to your systems

Simply put, CRA helps improve the functionality of your UC environment by providing additional information in an accessible and simple dashboard format. This past week's use cases are proof points of how the data CRA provides can also be used to solve unique situations.