CUCM – Cisco CDR Troubleshooting Guide

This article covers the two primary scenarios for troubleshooting “No CDR” alarms. If CDR still isn’t being received with 3 hours of attempting the steps in Scenario One, please follow the steps in Scenario 2.

Scenario One #

  • Call record files are not being pushed to ISI’s SFTP server.
  • No CDR alarm is generated every 6 hours.

Resolution Steps #

Follow these steps to restart the Cisco CDR Repository Manager Service

  1. Log into the Cisco Unified CM Administration console.
  2. In the Navigation drop-down, select Cisco Unified Serviceability and click Go.
  3. In the Serviceability menu, select Tools → Control Center → Network Services.
  4. Select the CUCM publisher.
  5. Scroll down to the CDR Services section and select the button next to Cisco CDR Repository Manager.
  6. Click Restart at the bottom of the page.

 

Scenario Two #

  • A lower than normal number of call record files are being pushed to ISI’s SFTP server.
  • Some CUCM subscribers are not pushing call records to the CUCM publisher.
  • The steps in Scenario One have been completed, but the issue is not resolved.

Resolution Steps #

Follow these steps to restart the Agent Services on the CUCM Subscribers followed by restarting the CDR Repository Manager Service on the CUCM Publisher:

  • Follow these steps to restart the Agent Services on each CUCM Subscriber
  1. Log into the Cisco Unified CM Administration console.
  2. In the Navigation drop-down, select Cisco Unified Serviceability and click Go.
  3. In the Serviceability menu, select Tools → Control Center → Network Services.
  4. Select the CUCM subscriber.
  5. Scroll down to the CDR Services section and select the button next to Cisco CDR Agent.
  6. Click Restart at the bottom of the page.
  7. Repeat these instructions for each subscriber.
  • Follow these steps to restart the Cisco CDR Repository Manager Service:
    1. Log into the Cisco Unified CM Administration console.
    2. In the Navigation drop-down, select Cisco Unified Serviceability and click Go.
    3. In the Serviceability menu, select Tools → Control Center → Network Services.
    4. Select the CUCM publisher.
    5. Scroll down to the CDR Services section and select the button next to Cisco CDR Repository Manager.
    6. Click Restart at the bottom of the page.

 

Additional Troubleshooting Steps #

  • Multiple No CDR alarms have occurred for a CUCM Publisher
    • Verify if any defined Billing Application Server entries in the CUCM Publisher are no longer active.
      • Log into the Cisco Unified CM Administration console.
      • In the Navigation drop-down, select Cisco Unified Serviceability and click Go.
      • From the menu, choose Tools, then select CDR Management to view the Billing Application Server Parameters.
      • If any entries are no longer valid, delete the entry and then restart the Agent Services on the CUCM subscribers followed by restarting the CDR Repository on the CUCM Publisher.
    • If the above steps do not resolve the problem the following escalation steps are required.
      • Open a Cisco Technical Assistance Center (TAC) case to troubleshoot the problem further
      •  Consider restarting the following services, however, you would want to check with Cisco TAC to confirm it is safe to do in your environment before proceeding. The services are shown below.
        • CUCM Publisher:
          • CDR Repository
          • CAR Web Service
          • SOAP
          • CDR Agents
          • CAR Scheduler
          • Database Layer Monitor
        • All Subscribers:
          • CDR Agent
          • Database Layer Monitor
  • If Cisco Smart License Manager is updated on CUCM the CUCM Repository Manager must be restarted to resume the push of CDR and CMR files.

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