Abstract: A CTI system comprising a CTI-enabled switch, a CTI controller, and a protocol converter for converting between the proprietary protocol used by the CTI-enabled switch and the CSTA protocol used by the CTI controller, wherein the protocol converter includes a counter which is triggered by each message arriving from the switch. The protocol converter associates the respective count with the received message and with its corresponding converted message and stores the messages in a log. Each stored message also has an associated protocol type identifier assigned by the protocol converter to distinguish between the two types of messages. The protocol converter also stores descriptive statements for each message and for various related switch activities, each statement having an associated type identifier and a ranked importance identifier. Reports can be run on the log to find all entries relating to a given call ID and having the highest rank importance identifier.