Call History
Written by Marissa Orsini
Updated at March 12th, 2024
Table of Contents
Scope
Intended Audience: All End Users
This article outlines how to access and review call history for end users.
Requirements
Access to Manager Portal
NOTE: Simple Users, Basic Users, and Call Center Agents may only see their own call history. Office Managers and higher may see call history for all users.
Filter Call History
- Log in to the Manager Portal
- Navigate to Call History
- Click on the Filter button
- Set the filter options appropriate for your search and click Filters
NOTE: The time frame is limited to a 31-day range. For example, users may search from 01/01 - 01/31, however, they may not search 01/01 - 02/-28.
- If you wish you may export the call history to a CSV file by clicking on the Export button
Explanation of Fields
| Field Name | Access Level Needed | Definition |
|---|---|---|
| Number | Simple User, Basic User, Call Center Agent | The number dialed (outbound calls) OR The caller number (Inbound calls) |
| Name | Simple User, Basic User, Call Center Agent | The caller's name (inbound calls) or contact name (outbound calls |
| Date | All Users | Date & Time the call began |
| Duration | All Users | Length of the call (minutes:seconds) |
| PAC | All Users | Account Code Used (if any) |
| From Name | Office Manager or higher | Caller's Name or Caller ID |
| From Number | Office Manager or higher | Caller's Phone Number or Extension |
| Dialed | Office Manager or higher | Number dialed by caller |
| To | Office Manager or higher | Final destination of call before it ended. For information on System or SpeakAccount, see below |
| QOS | Reseller or higher | Overall Quality of Call. 4.5 being best quality, 1.0 being worst. Score is shown for both sender and receiver |
| Release Reason | Reseller or higher | Reason for termination of the call. See below for common reasons. |
Understanding "To"
- System - a response from the backend that prompts when a call does not route off the AA when the caller does not prompt a DTMF keypress to be routed, eventually, the system will hang up on the user or the user hangs up the call on their end.
- SpeakAccount - a response that comes after the call is routed to its destination and the caller is prompted with a "please press 1 to dial another extension" response usually after leaving a voicemail.
Common Release Reasons
Usually release reasons will be prefixed by Orig: or Term: which indicates which "side" of the call sent the message. Orig indicates the sender and Term indicates the receiver. The message following this indicates the actual message that was sent to initiate the end of the call.
- Orig: Bye - This indicates that the sender ended the call. BYE is the expected termination message when a call ends and is normally what is seen. If the sender is the "far" side of the call (ie not the client), this is not conclusive that the call was ended on purpose, merely that the call was ended for some reason on the caller side and further investigation should be done with them.
- Term: Bye - This indicates that the receiver ended the call. BYE is the expected termination message when a call ends and is normally what is seen. If the receiver is the "far" side of the call (ie not the client), this is not conclusive that the call was ended on purpose, merely that the call was ended for some reason on the receiver side and further investigation should be done with them.
- Orig: Cancel - This is seen only on outbound calls and indicates that the sender initiated the call but hung up before the call could fully connect.
- Term: 486 - This is seen usually on outbound calls and indicates that the receiver has sent a Busy Here message. If the receiver is another extension or desk phone, usually that indicates Do Not Disturb is enabled on the phone. For calls to off-net numbers, further investigation should be done with the receiver.
- Term: 404 - This is seen usually on outbound calls and indicates that the receiver has sent a 404 not found message.
- Term: 603 - This is seen usually on outbound calls and indicates that the receiver has sent a Decline message, rejecting the call.
- No Dial Rule - This is seen only on outbound calls. This indicates that the client dialed an invalid number. If the number is valid, contact support for assistance
- (Dial Plan): Deny-International Not Allowed - This is seen only on outbound calls and indicates that the client attempted to call a number outside of their dial plan, for example, calling an international number when only US & Canada are enabled.
Call Retention Policy
Here is the current policy regarding retention for Call History, Call Recordings, Call Traces & QoS.
- Call History - 1 Year Retention, anything past that is removed/deleted from the system.
- Call Recordings - 60 days retention
-
Call Traces and QoS are 7 days.