Includes Advanced features like FTP Access and Organizational Units(OU).
It is possible to bulk download CDR (Call Details Reports) and Monitored (recorded) Calls MP3 files using secure FTP program. First you need to obtain your FTP login details.
Next please follow steps below to configure popular FileZilla http://filezilla-project.org/ FTP client:
Site Manager...from the
FTP - File Transfer Protocol.
Require explicit FTP over TLS.
Call details reports can be found in
CDRs directory. Format of
YYYY-MM-DD.csv CDR files is as below:
id- unique call ID
calldate- date and time of the call (in GMT+0)
src_id- source ID (relevant only for outbound calls to PSTN - will show SIP Username of the caller)
src- source number
clid- Caller ID
dst- destination number
dst_name- destination name (for example: "John Smith", "IVR Sales", "Queue Sales")
duration- total duration of call in seconds
billsec- number of seconds call was billed for
disposition- call outcome (for example: "CONNECTED", "BUSY")
destination- name of the destination (relevant only for calls to PSTN - for example "USA", "Germany Mobile" etc.)
rate- per minute rate
charge- total cost of the call
t_cause- Termination Cause (for example 'Normal Clearing', 'Busy', 'Congestion' etc.)
Note: CDR files are uploaded to FTP site every 24 hours (at 01:00:00 GMT+0), so you may have to wait until the most recent ones becomes available for bulk download.
Specific Call Reports for the Queues can be found under
QueueCalls directory. Two reports are generated and uploaded to FTP site every 24 hours (at 01:00:00 GMT+0):
YYYY-MM-DD-queue_call.csvcontain detailed records for each call.
YYYY-MM-DD-queue_user_call.csvthis report show for each call all the points where it has been connected. For example, for each call we will have records showing all the agents where it has rang, as well as voice mailboxes or redirections to queues or IVRs.
This reports can be found into a
zip file with name format as follow:
YYYY-MM-DD-queue-calls.zip. Here you can find descriptions for this files attributes:
id- unique ID for the given record
user_id- user where call ring
location_id- location identifier for the given user
call_id- identifier for the incoming call
queue_id- identifier for the queue
ddi- called number
cli- calling number
callers- amount of calls in the Queue
agents- total number agents on queue
start_time- date and time of the call
hold_time- total amount of time that call spent on queue
ring_time- time during call was ringing under given agent
conn_time- conversation time for the call
final_dst_type- resource where call is routed:
RRouted to an IVR
final_dst_id- identifier for the call destination
disposition- ring order of the call. As there are several agents on the queue call will ring under each agent till it is finally connected with a single user
t_cause- termination cause of the call, it can be
CCall Connected with the destination or
Format of recording files as below:
Note: recordings are uploaded to FTP site in real time and are available for download few seconds after the call is completed.
NOTE: User has to have Security roles set to Administrator before adding them to a OU as an Administrator.
NOTE: Initial User or Extension cannot be used as an Admin in OU to prevent a complete lockout of the account.
Call Barging allows for Call Centre supervisor to barge on (or join) ongoing call between customer and an agent. It is a great way of providing training or monitor quality of customer service. There are three Call Barging modes available:
In all three mode there is no audible indication to an agent or the customer supervisor has joined.
Enabling Call Barging involves two steps:
To Barge onto ongoing call dial:
User extension number- for example to Barge onto User's extension
#442005. Initial mode is to Silently listen to a call answered by an Agent. When connected to ongoing call you can press:
5- to switch to Whisper mode.
6- to join a call in a three way conference.
4- to return to Silent listen mode again.
Denial of service- User who is trying to barge is not member of "Allowed Users" in the Permission Group of which the other user has to be a "Member".
Call is not yet connected- There are no connected calls to barge into.
The Call Centre Wallboard is an excellent tool too monitor live calls and Statistics making the identification of sudden changes or issues easy to resolve.