Call Detail Records (CDR)

Within the CDR page, an administrator can view all incoming and outgoing calls across the entire account. Various search criteria are also available; these options include the dates, CRM tags, extension filter and “Only Answered” calls. Once filters have been set, the “Display” button will apply them. 

The records will be displayed in order of date and time. Each record shows the destination, call duration and whether the call was answered or not. A CRM Tag can be linked to each record and is then searchable via the previously mentioned filters. More details can be viewed via a tooltip, accessible by clicking on the date and time field. 

If a call has been recorded, a “Play” icon will be displayed, where it can be listened to and analysed further via a pop-up window.  Comments can be created here, and the call can be downloaded. Some calls will not have a play button due to the following reasons: 

• The extension does not have call recording activated

• The call went to voicemail or was cut off without an answer. 

• The call was very recent and is still being synced. 

CDR page results can also be exported and printed. Printing results will only print what is visible on the screen, whilst exporting will give the entire result set. 

Call Recordings

This page shows administrator details of only calls that have been recorded, showing recording size, and a quick link to download and a play button, which has the same pop-up as previously seen in CDR pages. 

Callbacks 

Callbacks can be of two types:

• Instant

• Scheduled

An instant call back can be created when calling a busy extension, and the caller wishes to return the call when they hang up. An instant call back is initiated when certain conditions are met:

• Call Waiting is disabled

• Call Forwarding is disabled

• A busy message is present

• The extension is active on a call

• The caller selects to create a callback

The callback will be initiated when the originally called extension hangs up, and the call will display a prefix of “Callback” to avoid any possible confusion.

A scheduled callback is created via agent features such as dispositioning in the Agent Workspace when the agent chooses a time and date desired for the callback. At the scheduled time (or as soon as possible after that when the agent is available), the call will be placed to the set number and also prefixed with “Callback” to the agent. The Callback page shows callbacks present in the system, instant or scheduled, and gives an Administrator the ability to change the details, for example, which agent should be required.