Communication Manager CDR

Communication Manager CDR

The Communication Manager (CM) CDR dashboard provides a consolidated operational view of call activity flowing through Avaya Communication Manager, using Call Detail Records (CDR) data to track usage patterns, capacity, and calling behavior across trunks, dialed numbers, and calling parties. This dashboard supports performance monitoring and optimization by visualizing call volumes over time, inbound vs outbound activity, concurrent call load, and high-usage trunks/numbers.

It also includes AI-driven insights and a detailed CDR transaction table, allowing teams to quickly identify trends (such as peak call windows), detect traffic concentration on specific trunks, and validate call outcomes using condition codes. Ultimately, this dashboard empowers service teams to improve reliability, manage capacity, and troubleshoot call flow issues with fast, data-backed clarity.
 

Communication Manager Dashboard 

1. Total Calls

This KPI tile displays the total number of calls captured in the selected time window. It serves as the headline metric for overall CM activity volume.

2. Total Inbound Calls

This KPI tile displays the total inbound call count, giving an instant snapshot of inbound traffic volume and demand on the phone system.

3. Total Outbound Calls

This KPI tile displays the total outbound call count, helping measure outbound usage, dialing behavior, and outbound capacity consumption.

4. Communication Manager CDR (Detail Table)

This table provides the full call-level dataset (CDR transaction log), including key fields such as:

• date

• asset (CM system)

• trunk

• member

• description

• time

• dialed number

• calling number

• call duration

• call type (IN/OUT)

• condition code and description

This panel serves as the source of truth for investigation and auditing—allowing teams to drill into specific calls, validate behavior, and perform forensic troubleshooting.

5. CM Data – Map

This geographic map visualizes call activity by location, typically based on mapped site or regional data tied to the CM dataset. It supports:

• geographic distribution awareness

• multi-site monitoring

• identifying regional concentration of call activity

This is helpful when customers operate across multiple states or distributed environments.

6. Call Trends Over Time

This bar chart tracks call volume over time segmented by Type:

• IN

• OUT

• NONE (where call type may not be defined)

It helps teams trend:

• inbound vs outbound balance

• spikes in specific call directions

• shifting patterns in business activity

7. Success vs Failed Calls (Cond-Code)

This donut chart summarizes calls by Condition Code distribution, used as a proxy for success/flow breakdown. It provides quick visibility into:

• dominant call outcome categories

• whether the environment is seeing abnormal volumes of failed/misrouted call types

• call flow quality at a high level

This is especially useful for executives or quick operational snapshots.

8. Top Calling Numbers

This donut chart identifies the most frequent calling numbers (origination points) within the selected time range. It helps to quickly surface:

• top internal extensions generating traffic

• heavy usage callers

• potential abuse, misroutes, or usage anomalies

This is useful for behavior monitoring, reporting, and investigations.

9. Top Dialed Numbers

This donut chart displays the most frequently dialed numbers (destination numbers) in the dataset. It supports:

• identifying popular outbound destinations

• spotting recurring dial patterns

• detecting unusual traffic (fraud patterns, repeated short dialing, etc.)

This is often used for telecom cost management and security oversight.

10. Calls by Trunk-Code

This pie chart breaks down call activity by trunk ID / trunk code, showing which trunks are carrying the most call traffic. This panel is essential for:

• pinpointing trunk utilization imbalance

• identifying overused trunks that may require redistribution or scaling

• validating trunk routing and traffic steering rules

6. Calls by Condition Code

This table summarizes calls by Condition Code, including the description and total number of calls. It shows outcomes/flow categories such as:

• Incoming calls

• AAR/ARS calls

• Conference calls

• Intraswitch calls

This is valuable for quickly understanding the types of calls being processed and whether call activity aligns with expected call flows.

10. Concurrent Calls by Time

This time-series line chart visualizes concurrent call load by timestamp, showing how many calls were active at each time interval. It includes:

• Call count over time

• A reference line for the average number of concurrent calls

This helps teams understand call capacity utilization, detect congestion windows, and identify periods where trunk resources may be strained.

11. AI CM CDR Insights

This panel provides AI-generated operational insights derived from CDR activity trends. It highlights patterns such as:

• trunks handling the highest call load

• peak calling windows (seasonality / time-of-day patterns)

• recommended actions (example: monitor a high-usage trunk, schedule maintenance off-peak)

This widget adds value by converting raw CDR volume into actionable recommendations, improving decision speed for operations teams.