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Overview
The
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The calls you see in the Call view screen pertain only to the area to which the logged-in user has been granted access; administrators see calls from all sites. |
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Column headers
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The place from where the call originated.
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The information displayed in this field is determined by the type of call:
- for incoming calls, this shows the CLI of the caller;
- for incoming internal calls, this shows either the caller's username or extension number;
- for outgoing calls, this shows the dialled number.
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The information displayed in this field is determined by the type of call:
- for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available;
- for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list;
- for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ].
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Any flags associated with a call, as described below:
- The call has no associated voice recording.
- The call has an associated voice recording; click on the icon to listen to the call.
- The call has not been scored; click on the icon to score the call.
- The call has been scored; click on the icon to review scoring information for the call.
- The call has not been annotated; click on the icon to add a note to the call.
- The call has one or more associated notes; click on the icon to review the note(s).
- The call has no related transfer legs.
- The call has related transfer legs; click on the icon to view all transfers associated with the call.
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The Call View screen can be customised by each web user to show only columns they are interested to see. To add or remove columns, click on the tab, which will display the following panel:
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Include a column header in the list by ticking the box alongside each one. Click the button to apply any changes.
Reordering column headers
Column headers can be reordered, by clicking and holding down a column header and dragging it with your mouse to the new location, as shown below:
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Columns can be sorted as well, by clicking the relevant column header, each click toggling between ascending and descending order.
Each column header displayed in the Call view list is described below:
Field name | Description | |
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Date | The date the call started. | |
Time | The time the call started. | |
Source | The place from where the call originated. | |
Route | The information displayed in this field is determined by the type of call:
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Destination | The information displayed in this field is determined by the type of call:
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Response | The time it took for the call to be answered (in seconds). | |
Duration | The duration of the call (in hours, minutes and seconds). | |
Cost | The cost of the call. | |
CLI | The telephone number of the remote caller for inbound calls. | |
Dialled number | The number that was dialled in order to reach a particular destination. | |
Source name | The name of the person who made the call. | |
Source ID | The ID of the person who made the call. | |
Destination name | The name of the destination called, e.g. Manchester, Tri-Line, London. | |
Destination ID | The ID of the destination called. | |
Tariff | The name of the tariff table that was used to cost the call, e.g. BT. | |
Tariff band | The specific tariff band that was used to cost the call, e.g. International, National, Mobile etc. | |
Account code | The account code associated with the call. | |
LCR Digits | The Least Cost Routing (LCR) digits used to route the call. | |
Trunk access code | The trunk access code used to access a group of channels. | |
Data source | The location where the call originated. | |
Call reference | Any call reference number associated with the call. | |
Flags | Any flags associated with a call, as described below:
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Voice location | The unique ID of the call recording device that captured audio for the call. | |
Voice filename | The unqiue unique call reference identifying any voice recording associated with the call. |