Reporting on line pickups for service desk

Question

Hi,
I wondered if it's possible to run reports to give me data on how many times a person picks up a particular line.
We have a very simplified Helpdesk system. One line which is added as a line on the device profile of each service desk agent.
As the service desk agents are 5 remote locations across Europe, it's impossible for me to know who's picking up.
I'd like to find some statistics to show me how manys times each person is picking up the service desk line.
Is this possible? and how?

Answer 1

WIth your current shared line setup, you can use CDR/CAR (From CUCM -> Cisco Unified Serviceability -> CDR Analysis and Reporting -> CDR -> Search -> By User/Extention).  Select your date criteria keeping in mind that it's in UTC.  Then click the 'view' link in the far right column and you'll find the answering phone device name in the DestDeviceName field.
It's not quite as cumbersome as that sounds, but this is a fairly limited reporting system - namely the 100 records at a time limitation.  Depending on your call volume, and any other complex needs, you may want to opt for a 'real' CDR system.  There are a number of 3rd party apps (just a few listed here):
http://www.veramark.com/
http://syn-apps.com/
http://2ring.com/tas
http://splunk-base.splunk.com/apps/25504/splunk-for-cisco-cdr
If you aren't looking to spend any money and don't want to develop your own CDR app, then you may want to consider replacing the shared line with a hunt group/list.  You'll eliminate the need to drill down into the CMR data (clicking the 'view' link step above) so you'll only have to count the search results unless you want hourly data or something more complex.
hope that helps,
will