Activating CDR Analysis in Cisco Unified Serviceability

In the complex world of modern enterprise telephony, understanding call data is paramount. Cisco Unified Communications Manager (CUCM) environments generate vast amounts of Call Detail Records (CDRs), which hold invaluable information about every call placed or received. To transform this raw data into actionable insights, Cisco provides the CDR Analysis and Reporting (CAR) tool. Activating and effectively utilising CAR is crucial for network administrators and telephony managers alike, enabling them to monitor call quality, analyse usage patterns, manage costs, and troubleshoot issues with precision.

This article will guide you through the process of activating and accessing CAR within your Cisco Unified Serviceability environment, detailing the different access methods and providing practical advice to ensure you can harness the full potential of your call data.

What is CDR Analysis and Reporting (CAR)?

CDR Analysis and Reporting, or CAR, is an application integrated within Cisco Unified Communications Manager that provides a web-based interface for viewing, analysing, and generating reports from Call Detail Records (CDRs). CDRs are detailed logs created by CUCM for every call, containing information such as:

• Call start and end times
• Calling and called party numbers
• Call duration
• Call type (e.g., internal, external, international)
• Call quality metrics (if enabled, e.g., jitter, latency, packet loss)
• Device information
• Reason for call termination

CAR takes these raw CDRs and presents them in an organised, readable format, allowing administrators to gain a comprehensive overview of call traffic, identify trends, and pinpoint potential problems. It's an indispensable tool for:

• Call Accounting: Tracking and billing for call usage.
• Capacity Planning: Understanding network load and planning for future growth.
• Troubleshooting: Diagnosing call-related issues and identifying call failures.
• Security and Fraud Detection: Spotting unusual call patterns that might indicate misuse.
• Performance Monitoring: Assessing the quality of service for voice communications.

Why is Activating CAR Important?

Ignoring the data contained within your CDRs is akin to driving blind. Activating CAR unlocks a wealth of information that can significantly impact your organisation's operational efficiency and cost management. Without CAR, you would be manually sifting through raw log files, a task that is both time-consuming and prone to error. By activating CAR, you enable:

• Proactive Monitoring: Identify potential issues before they impact users.
• Informed Decision-Making: Base infrastructure upgrades and budget allocations on actual usage data.
• Optimised Resource Utilisation: Ensure your telephony resources are being used efficiently.
• Enhanced Security Posture: Detect and mitigate potential toll fraud or unauthorised usage.

Accessing CAR: Two Primary Methods

Cisco provides two distinct methods for accessing the CAR tool, catering to different user roles and levels of access:

Method 1: Direct Web Browser Access (For CAR Users and Administrators)

This is the most common method for users who need to generate reports, view call details, or manage basic CAR settings. It provides direct access to the CAR web interface without first navigating through Cisco Unified Serviceability.

To access CAR via a web browser:

1. Open your preferred web browser (e.g., Chrome, Firefox, Edge).
2. In the address bar, enter the following URL: https://<Server-ip/name>:8443/car/
3. Replace <Server-ip/name> with the IP address or hostname of your Cisco Unified Communications Manager server (the Publisher node is typically where CAR is hosted).
4. Press Enter.

Understanding the URL components:

• https://: Indicates a secure, encrypted connection, which is standard for Cisco administration interfaces.
• <Server-ip/name>: This is the critical part. It must be the correct IP address or fully qualified domain name (FQDN) of your CUCM Publisher server.
• :8443: This is the default secure port number for many Cisco Unified Communications web applications, including CAR. Ensure this port is not blocked by any firewalls on your network or on the server itself.
• /car/: This specifies the path to the CAR application on the server.

Method 2: Via Cisco Unified Serviceability (For CAR System Administrators Only)

This method is typically used by system administrators who require deeper administrative control over the CAR system, such as managing CAR database settings, scheduling reports, or configuring system-wide parameters. It provides access to CAR from within the broader Cisco Unified Serviceability suite.

To access CAR via Cisco Unified Serviceability:

1. Open your web browser.
2. Navigate to the Cisco Unified Serviceability interface. The URL is typically similar to https://<Server-ip/name>:8443/ccmservice/.
3. Log in with your administrator credentials.
4. Once logged into Cisco Unified Serviceability, navigate to Tools > CDR Analysis and Reporting.

This option provides a more integrated experience for administrators managing various aspects of their CUCM cluster.

Logging On to CAR: Step-by-Step

Regardless of the access method you choose, the logon process for CAR is straightforward once the CAR logon window displays.

1. Access the CAR Logon Window:
   • For CAR users/administrators: Enter https://<Server-ip/name>:8443/car/ directly into your web browser.
   • For CAR system administrators: From Cisco Unified Serviceability, choose Tools > CDR Analysis and Reporting.
2. Enter User Credentials: After the CAR logon window appears, you will see fields for your user ID and password. Enter your valid user ID in the User Name field.
3. Enter Password: Enter your corresponding password in the Password field.
4. Click Login: Click the 'Login' button (or similar) to proceed.

Upon successful login, you will be redirected to the CAR application's main dashboard, where you can begin generating reports and analysing your call data.

Pre-requisites and Essential Considerations

Before you can effectively use CAR, ensure the following foundational elements are in place:

• CDR Collection Enabled: CDR collection must be enabled on your Cisco Unified Communications Manager. This is configured under System > Service Parameters > CDR on the CUCM Administration page. Without CDRs being generated, CAR will have no data to analyse.
• CDR Repository and Database: The CDRs need to be stored in a accessible repository and processed into the CAR database. Ensure the CDR Repository service and the CAR Scheduler service are running on the CUCM Publisher.
• Appropriate User Roles: The user ID you are using to log into CAR must have the necessary permissions. Users typically require roles such as 'Standard CAR Admin Users' or 'Standard CAR Report Users' to access and utilise the functionality. These roles are assigned within CUCM User Management.
• Network Connectivity: Ensure there is clear network path and no firewall rules are blocking communication to port 8443 on the CUCM Publisher server from your workstation.
• Time Synchronisation: Accurate time synchronisation (NTP) across all CUCM nodes is vital for accurate CDR timestamps and consistent reporting.

Navigating the CAR Interface

Once logged in, the CAR interface offers various sections to explore your call data:

• Call Details Records: Allows you to search for specific call records based on criteria like date, time, calling number, or called number.
• System Reports: Provides pre-defined reports on system-wide call activity, such as call volume by hour, busy hour call attempts, or overall call duration.
• User Reports: Enables the generation of reports for specific users or departments, useful for individual usage analysis or departmental billing.
• Scheduler: Allows you to schedule reports to be generated automatically and delivered via email or saved to a network location.
• CDR Search: A powerful tool for granular searching of individual CDRs.
• System Configuration: (Admin access only) For configuring CAR settings, database parameters, and purging old data.

Troubleshooting Common CAR Activation and Access Issues

Even with clear instructions, you might encounter issues. Here are some common problems and their solutions:

Issue 1: "This site can't be reached" or "Page cannot be displayed"

• Verify Server IP/Hostname: Double-check that the IP address or hostname you entered is correct and resolves successfully.
• Check Network Connectivity: Ping the CUCM server from your workstation to ensure basic network connectivity.
• Firewall Blocking Port 8443: Ensure that TCP port 8443 is open on any firewalls between your workstation and the CUCM server, as well as on the CUCM server itself.
• CUCM Services Not Running: Log into Cisco Unified Serviceability (https://<Server-ip/name>:8443/ccmservice/), navigate to Tools > Control Centre - Feature Services, and ensure that the 'Cisco CDR Analysis and Reporting' service and 'Cisco CDR Repository' service are running on the Publisher node.

Issue 2: Login Failures

• Incorrect Credentials: Ensure you are using the correct user ID and password. Remember, CAR credentials are tied to CUCM end-user accounts.
• User Not Provisioned for CAR: Check if your user account has the necessary CAR-related roles (e.g., 'Standard CAR Admin Users', 'Standard CAR Report Users') assigned in CUCM User Management.
• Account Locked/Disabled: Your CUCM user account might be locked due to too many failed login attempts or disabled by an administrator. Contact your CUCM administrator to unlock/enable it.
• Directory Sync Issues: If using LDAP integration, ensure that user synchronisation is working correctly.

Issue 3: CAR Interface Loads, But No Data is Displayed

• CDR Collection Not Enabled: Verify that CDR collection is enabled on your CUCM cluster (System > Service Parameters > CDR).
• CDR Repository Service Status: Ensure the 'Cisco CDR Repository' service is running on the CUCM Publisher via Cisco Unified Serviceability > Tools > Control Centre - Feature Services.
• CAR Scheduler Service Status: Ensure the 'Cisco CDR Analysis and Reporting' service is running, as this service processes the raw CDRs into the CAR database.
• Database Issues: In rare cases, the CAR database might be corrupted or experiencing issues. This usually requires advanced troubleshooting by a Cisco specialist.
• Time Sync Issues: Discrepancies in time across CUCM nodes can lead to CDRs not being processed correctly by CAR.

Comparison of CAR Access Methods

Frequently Asked Questions (FAQs)

Q1: What kind of data does CAR collect?

CAR collects Call Detail Records (CDRs) generated by CUCM, which include information such as calling and called numbers, call start/end times, call duration, call type, reason for call termination, and sometimes call quality metrics like jitter, latency, and packet loss if configured.

Q2: Is CAR enabled by default when I install CUCM?

While the CAR application itself is part of the CUCM installation, CDR collection is often not enabled by default. You must explicitly enable CDR collection in CUCM Service Parameters and ensure the necessary CAR services are running to populate data.

Q3: What port does CAR use for web access?

CAR typically uses TCP port 8443 for secure web access (HTTPS).

Q4: Can I automate CAR reports?

Yes, CAR includes a 'Scheduler' function that allows system administrators to schedule reports to run automatically at specific intervals (e.g., daily, weekly, monthly) and have them delivered via email or saved to a designated location.

Q5: My CAR login works, but I see no data. What's wrong?

This usually indicates that CDR collection is not enabled on your CUCM, or the 'Cisco CDR Analysis and Reporting' and 'Cisco CDR Repository' services are not running on your Publisher node. Check these services in Cisco Unified Serviceability and verify CDR collection in CUCM Administration.

Q6: How do I create a new user account for CAR access?

CAR user accounts are standard CUCM end-user accounts. You create them in CUCM Administration (User Management > End User) and then assign the appropriate CAR-specific roles (e.g., 'Standard CAR Report Users', 'Standard CAR Admin Users') to grant them access to CAR functions.

Q7: Can CAR monitor call quality?

Yes, CAR can report on call quality metrics (such as jitter, latency, and packet loss) if you have enabled Call Management Records (CMRs) alongside CDRs in your CUCM service parameters. CMRs provide additional quality-of-service data.

Conclusion

Activating and effectively utilising CDR Analysis and Reporting (CAR) is an essential step for any organisation running Cisco Unified Communications Manager. By following the outlined steps and understanding the underlying prerequisites, you can effortlessly gain access to invaluable call data, transforming raw logs into actionable intelligence. Whether you're a system administrator configuring the service or a user generating reports, mastering CAR will empower you to manage your telephony infrastructure more efficiently, troubleshoot issues proactively, and make data-driven decisions that benefit your entire operation. Embrace the power of data analysis to keep your communication network robust and reliable.

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