Copyright © Tiger Communications plc Challenge “With all that inbound and outbound phone traffic, there was no way to track and trace calls. The firm’s phone system is built on Cisco Unified Communications Manager (Call Manager), Cisco’s call control platform that captures call data. All the information was there, but only trained IT people like me could see what was happening and produce reports,” says Sally Webster, the firm’s telephone network engineer. Irwin Mitchell sought a solution that would enable departmental managers to submit queries, pull call data into a database and produce easy-to-read reports showing where calls came from, where they went, who made them, their duration and their cost. “ We have a lot of queries from the business to find out when certain

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