IP Office CDR

IP Office CDR

The IP Office CDR dashboard provides a comprehensive, carrier-grade view of call behavior captured from Avaya IP Office SMDR/CDR records. This dashboard is designed to support capacity planning, call flow optimization, operational monitoring, and service quality analysis by exposing inbound, outbound, internal, and emergency call patterns alongside detailed timing metrics such as ring time, hold time, park time, and connected duration.
 

IP Office CDR Dashboard

1. Total Call Records

This panel displays the total number of call records (CDR entries) captured within the selected timeframe. From a telecom standpoint, this metric reflects overall system usage and signaling activity processed by the IP Office platform, forming the baseline for traffic analysis and reporting.

2. Total Calls Inbound

The total inbound call volume, representing external traffic entering the IP Office system through SIP trunks, PRI, or analog lines. It is critical for:

• contact center demand monitoring
• trunk capacity validation
• external call load forecasting

3. Total Calls Outbound

The total outbound calls generated by internal extensions or endpoints. This helps to evaluate dialing patterns, outbound utilization, and potential cost-impacting behavior such as excessive external dialing.

4. Total 911 Calls (Emergency Calls)

This panel tracks emergency call activity (E911). In regulated telecom environments, this is a compliance-critical metric used to:

• verify emergency dialing functionality
• audit emergency call accessibility
• support safety and regulatory reporting

5. Call Overview

This donut chart provides a directional breakdown of calls, typically segmented into:

• Incoming External Calls

• Internal Calls

   

6. Top Calls In

The top inbound destinations or departments (e.g., Courtesy Desk, Kitchen, Line groups). It helps telecom administrators:

• detect high-demand hunt groups or extensions
• optimize call routing strategies
• identify potential bottlenecks in customer-facing endpoints

7. Top Calls Out

This visualization highlights the most frequent outbound origin points, such as extensions, departments, or wireless endpoints. It supports:

• endpoint utilization analysis
• outbound traffic control
• fraud and misuse detection
• workforce calling behavior insights
  
  

• 8. Supporting CDR Records

  This table represents the raw SMDR/CDR transaction log and is the most operationally critical dataset in the dashboard. It includes fields such as:

•  SMDR record time
• asset/gateway
• call direction details
• origin and destination extensions
• origin/destination names and types
• dialed number

• call classification
  
  
  

   

  9. Historical Call Trends

  This time-based chart compares inbound vs outbound call volumes over time, enabling long-term traffic pattern analysis. From a telecom operations standpoint, this is essential for:

• peak hour traffic engineering
• seasonal usage analysis
• infrastructure scaling decisions

• capacity and licensing planning

   

  10. Connected Time

• This line chart tracks total call time (minutes) and average call duration across the environment. It provides insight into:
• conversation length trends
• customer engagement patterns
• abnormal long-duration calls (potential system or operational anomalies)
  
  
  

11. Park Time

This visualization measures call park duration in seconds, a key telephony operational metric. Excessive park times may indicate:

• delays in call pickup
• staffing or operational bottlenecks

12. Hold Time

This chart displays hold time seconds against a target threshold, which is directly tied to service quality KPIs. In a telecom environment, prolonged hold times can signal:

• insufficient agent availability
• call routing inefficiencies

13. Ring Time

This panel tracks ring duration before a call is answered, along with the average ring time benchmark. From an expert telecommunication perspective, this metric is vital for:

• evaluating responsiveness of extensions
• identifying unanswered call risks