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Querying Service Desk Call Metrics with Python

Extracting Metrics from Cisco Unified Call Manager (CUCM)

Background

About a year and a half ago, I was asked to find a way to extract metrics from Cisco Unified Call Manager (CUCM) to support our Service Desk team. They needed basic insights: - How many calls were made to the service desk - Who answered the calls - How many calls went to voicemail

Over time, additional requests came in, such as tracking evening-hour calls to determine if extra support was needed.

Initial Challenges

After some research, I found that CUCM didn’t provide an easy way to access this information through its …