Over the years, I’ve gotten several requests to find out when a specific number called into our call center – for example “This customer said he called earlier and the person he talked to was rude, but he doesn’t remember when he called”. This can be difficult to track down – while historical reports does have a “Detailed Call by Call CCDR Report”, which should do exactly this, that has some problems. The main problem with this report is that you can only search the first 32,000 phone numbers to find your caller. You’ll get this popup message:

The number of filter parameter values exceed maximum entries(32765)that VB listbox can hold.  Only the first 32765 filter parameter values will be available for selection.
The number of filter parameter values exceed maximum entries(32765)that VB listbox can hold. Only the first 32765 filter parameter values will be available for selection.

So, if the phone number you’re looking for is in the first 32K, you’re good to go. If the number isn’t there, then we’ll have to visit the CLI of your UCCX box. Here are two commands to try:

If you know exactly the number you are looking for

Or, if you want to search for number like what you entered. This works well if you have a number (i.e. 9) prefixed to your calls, or if the area code may show up, etc.

This will spit out a large table of information, but you’ll be able to find the date, start time, end time, original called number, and more.

Find specific calls into your UCCX queue

Leave a Reply