CDR

CDR (Call Detail Records) for all placed or received calls on the system. In addition to normal operation an authorized user is able to perform additional actions such as extensive search, listen to recorded calls, call any destinations listed and access advanced features.

Table 8.12. CDR

Field Description Example Field Type

From:

 Extension number the call was made from If call was made from extension 1001 to extension 1004, '1001' is displayed here. Display

Destination:

 Extension number the call was made to If call was made from extension 1001 to extension 1004, '1004' is displayed here. Display

Date/Time:

 Date and Time when the call was made 04 Oct 2006 10:44:10 Display

Duration:

 Call duration time in hh:mm:ss format 00:12:45 Display

Billing:

 Time billed by the system 00:12:45 Display

Cost:

 Total cost of the call calculated through a service plan 0.71 Display

Routes:

 Number of system routes If call goes directly from extension to destination - '1' will be displayed here. If call has entered the IVR and was then redirected to Queue and then Agent answers the call '2' will be displayed here (IVR and Queue were used) Display

Status:

 Displays the call status

Depending on whether a call was answered or not, this field value may have the following content:

  • Answered

  • Not Answered

  • Busy

  • Error

 Display
This icon is displayed once a call is recorded and 'Delete' or 'Listen' enhanced service is active    
This is a box used with the CDR commands to select a desired call    


Search/Filter

Table 8.13. Search/Filter

Field Description Example Field Type

Start Date:

 Select a Search/Filter start date Click on a small 'Calendar' icon next to a field and select desired date Option button

End Date:

 Select a Search/Filter end date Click on a small 'Calendar' icon next to a field and select desired date Option button

Status:

 Search calls by selecting desired call status

Click on a 'Please Select' button and select one of the available fields:

  • All

  • Answered

  • Not Answered

  • Busy

  • Error

 Select box

Source:

 Search calls by the source they arrived Selecting 'Queue' and typing a queue number into a text field next to this (e.g. 1011) will display all calls that came over queue 1001. Option button

Type:

 Search calls based on the type of calls

Click the 'Type' button and select one of the available fields:

  • All

  • Outgoing

  • Incoming

 Select box


[Tip] Tip

After making any changes to search filter, be sure to click the search icon

Actions

In this chapter we will cover:

Listen

Table 8.14. Listen

Field Description Example Field Type

Listen:

 Once the 'Listen' icon is displayed next to a call record it means that the specific call was recorded. To play recorded calls, check the box next to a 'Listen' icon and click 'Listen'. Browser will prompt you to open the sound file in your favorite audio player or to download the sound file. Option button


[Tip] Tip

By default the sound format is available as a .gsm file. To change the recording format go to: 'Settings: Servers: Edit: Recordings format' and select one of the available sound formats:

  • gsm

  • wav

  • wav49

  • ogg

Call

To establish a call between any PBXware extension with a listed extensions you have to provide only two things. The Caller $EXTENSION number and the $DESTINATION extension

Table 8.15. Call

Field Description Example Field Type

Caller

 PBXware extension that will make a call Provide any PBXware extension number here, 1001 for example [0-9]

Destination:

 Destination extension that will be dialed by 'Caller' extension To select a destination extension, first check a box next to a CDR record. This field will display two extensions listed under 'From' and 'Destination' selected record Select button


[Tip] Tip

After setting 'Caller' and 'Destination' extensions click the call icon

Print

Check the box next to a call record and click the 'Print' button. This action will open a new popup window with the printing interface.

Email

Check the box next to a call record and click the 'Email' button. A small popup dialog will appear. Provide email address here and click 'OK' button to send the records.

Advanced

In this chapter we will cover:

CLIR

Table 8.16. CLIR

Field Description Example Field Type

CLIR:

 CLIR (Command Line Interface Record) details Select a desired call record and click this button to view more technical details about the call. A small popup window will open with the data. NOTE: When experiencing any kind of unexplained problems, this is the data you need to send to the technical support team Command Button


Delete Recording

Table 8.17. Delete Recording

Field Description Example Field Type

Delete Recording:

 Deletes the recorded calls. For this command to be displayed, appropriate enhanced service has to be set. Select a recorded call and click this button to delete it from the file system Command Button


Download CSV

Table 8.18. Download CSV

Field Description Example Field Type

Download CSV:

 Download data as the .csv (Comma Separated Value) file Click this button to download the .csv file to your desktop Command Button