Call details records search

27 August 2023

Using this section an administrator can view all calls processed by the accounts, where he has credentials.

Start a search

To start a new search within the call records, the administrator needs to access the Call details (Beta) section, from the app menu, then click on the Search button.

Available filters

The results can be filtered, using the following options:

Account: If enabled, then only the calls from the selected account will be shown. Otherwise, all calls from all accounts (according to the administrator credentials) will be available.
Call category: The filter is available only if an account is selected. The administrator can select one of the call categories defines on the selected account (using the Call Center tab, inside the account info page).
Call ID: Each call processed by the server has an unique ID, formatted as number.number (ex: 1687969668.949). Using this filter an existing call, with a known identifier, can be quickly viewed.
From number: The phone number from where the call started.
From: The Accolades entity (user, waiting queue, fax etc.) from where the call started.
To number: The destination phone number.
To: The Accolades entity (user, waiting queue, fax etc.) where the call has been sent.
From date: The date from where the search will start (by default this filter is enabled, going back one month).
To date: The last date of the searched calls.
Call type: The call type as one of the values: inbound (from an external number to an account), outbound (from an account to an external destination), local (a call inside an account).
Status: The final status of the call: answered, no answer, busy, error.
Special cases: The following options are available: error (ex: invalid phone number), voicemail (the call reached a user voicemail), time condition (the call was blocked from the regular path, due to an active time condition, like outside working hours), channel limit exceeded (the call has been blocked as the maximum concurrent calls limit, purchased for the account, has been reached), account suspended (the account has been suspended, due to various reasons, usually unpaid invoices).

Search results

After a search has been started, Accolades will show the results, as a table. Above the filters section two tabs are available: All calls and Call center.

Using the Download button from the page menu the administrator can save the search results, as a .csv file.

"All callse" tab

The All calls tab will show all processed calls.

The results table contains the following columns:

Date, time, call ID: Date and time of the call, along with the call ID, unique inside the Accolades system.
Call type: The call type: local (a call inside the account), inbound (a call from an external source towards an account), outbound (a call from an account to an external destination).
From: Info about the entity that started the call. For outbound calls, the column will display the phone number, the user (device) and the administrator / agent (if available) that started the call. For inbound calls the caller ID is shown, along with the CRM contact (if available).
To: Info about the initial destination of the call. For inbound calls (started outside the account) the column will display the destination phone number (VoIPIT number), the entity that was called (user, IVR, queue etc.) along with the linked administrator (if available). For outbound calls the destination phone number will be displayed, along with the linked CRM contact for that number (if available).
Endpoint: The last entity that processed the call. For outbound calls, usually this column is identical to the "to" column. For inbound calls the column has a different value when the call is diverted. For example, a call is first processed by an IVR then redirected to a waiting queue. In this case, "to" column will display the IVR and the endpoint will display the waiting queue.
Duration: The call duration, formatted as hours:minutes:seconds.
Status: Final status of the call: answered, no answer, busy, error.
Category Remarks: Call category (if defined) and remarks about the call. These properties can be defined during the call, by the agent or later, from the call info page.
Audio: If the call has an attached audio file, then, using this option the administrator can listen or download the recording (credential required).
Account: The account that processed the call.
Options: A contextual menu with various options for the call.

"Call center" tab

The Call center tab will only display calls from a waiting queue or from a campaign. Any other calls are hidden. Also, a call from a waiting queue is displayed as answered only if an agent answered it (the answer event from the IVR or waiting queue is ignored).

Search results – call centerr — Search results – call center

The results table contains the following columns:

Date, time, call ID: Date and time of the call, along with the call ID, unique inside the Accolades system.
Call type: The call type: local (a call inside the account), inbound (a call from an external source towards an account), outbound (a call from an account to an external destination).
Queue / Campaign: The waiting queue or the campaign of the call.
From: Info about the entity that started the call. For outbound calls, the column will display the phone number, the user (device) and the administrator / agent (if available) that started the call. For inbound calls the caller ID is shown, along with the CRM contact (if available).
To: Info about the initial destination of the call. For inbound calls (started outside the account) the column will display the destination phone number (VoIPIT number), the entity that was called (user, IVR, queue etc.) along with the linked administrator (if available). For outbound calls the destination phone number will be displayed, along with the linked CRM contact for that number (if available).
Endpoint: The last entity that processed the call. For outbound calls, usually this column is identical to the "to" column. For inbound calls the column has a different value when the call is diverted. For example, a call is first processed by an IVR then redirected to a waiting queue. In this case, "to" column will display the IVR and the endpoint will display the waiting queue.
Agent: The Accolades agent that processed the call..
Waiting duration: The time the caller waited for an available agent (only valid for waiting queues).
Duration: The call duration (the time that the caller waited for an available agent is not included).
Status: The final status of the call: answered, not answered, busy. Warning! For waiting queues, a call is answered only if it has reached an agent.
Category / Remarks: Call category (if defined) and remarks about the call. These properties can be defined during the call, by the agent or later, from the call info page.
Audio: If the call has an attached audio file, then, using this option the administrator can listen or download the recording (credential required).
Account: The account that processed the call.
Options: A contextual menu with various options for the call.

Listen to call recordings

Audio files with the call record are available by pressing the button from the "Audio" column.

Keep in mind that the call recordings option is only available when enabled by VoIPIT. Also, the storage space is limited, so older recordings will get overwritten when new files are created.

Additional options

The last column of the table contains a menu with some options for the call.

After the button has been clicked, Accolades will display the available options for the call.

The following operations can be shown:

Call: a new call will start, from the administrator phone to destination number;
Call using the queue CLID: (only for calls received by a waiting queue) a new call will start, from the administrator phone to destination number, using the waiting queue caller ID;
Add to campaign: adds the phone number to an existing campaign;
Reschedule call: (only for calls belonging to a campaign) the call will be rescheduled at a later date, in the same campaign;
Add to list: the phone number will be added to a number list.