Call details

Created on 2023-11-30

Last change on 2024-02-08

General information

In today's dynamic business world, effective management of information about inbound, outbound, and internal calls becomes a key factor for success.
This not only contributes to improving customer service quality but also provides valuable data for analyzing employee and department workload, enabling the identification and optimization of work processes. Furthermore, preserving the history of interactions with clients and partners ensures quick access to call recordings, which is necessary for developing incident resolution strategies and maintaining stable business relationships.
 

Call details table



In the table, we can see:
Call Direction—inbound, outbound, or internal
Call time and date
Caller—phone number and name, if available in IPTel or integrated CRM
Called (Recipient)—external company number, or internal employee or group number
Call Duration
Trunk (Call Status)—answered, no route, missed, channel unavailable
Disposition (Communication Channel)—through which number and provider the call was made or received
Record (Audio recording of the conversation)—options to listen to, download, or convert to text.
 

Filter and export

The number of calls in companies is usually quite large, so we have developed a convenient filter for finding the necessary calls based on various criteria.


Direction of the call—inbound, outbound, internal.
Disposition (Call Status)—answered (successfully), busy, canceled, congestion, channel unavailable, no answer, no routes.
Workphone (Employee Number)—filtering by the user's internal number.
From To Period—this is the date range for which the system will show call history.
Trunk (Communication Channel)—this is the name of the telephony provider through which the call was made.
User Group—filter by team or user group.

You can also export all data to an Excel or PDF file.

 

Text version of call audio recording

Modern methods of converting speech to text allow for quicker familiarization with audio recordings without the need to listen to them.
To view the text version of the conversation, click on the icon:

A popup will be available.

 

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