Mostly inbound calls?
Choose a low-cost monthly licence fee and simply pay as you go for the calls you make
Outbound calls to different places?
Get 2,000 outbound minutes per user/ month and one inbound number per user
Covers international calls to over 45 countries including:
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 File
menu.sftp.ssl7.net
into Host
field.21
into Port
field.FTP - File Transfer Protocol
.Require explicit FTP over TLS
.Normal
logon type.(5)
- into User
field.(6)
- into Password
field.Connect
button.Call details reports can be found in CDRs
directory. Format of YYYY-MM-DD.csv
CDR files is as below:
id
- unique call IDcalldate
- 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 numberclid
- Caller IDdst
- destination numberdst_name
- destination name (for example: "John Smith", "IVR Sales", "Queue Sales")duration
- total duration of call in secondsbillsec
- number of seconds call was billed fordisposition
- 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 ratecharge
- total cost of the callt_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.csv
contain detailed records for each call.YYYY-MM-DD-queue_user_call.csv
this 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 recorduser_id
- user where call ringlocation_id
- location identifier for the given usercall_id
- identifier for the incoming callqueue_id
- identifier for the queueddi
- called numbercli
- calling numbercallers
- amount of calls in the Queueagents
- total number agents on queuestart_time
- date and time of the callhold_time
- total amount of time that call spent on queuering_time
- time during call was ringing under given agentconn_time
- conversation time for the callfinal_dst_type
- resource where call is routed: V
Voice mail, U
User/agent, Q
another Queue, R
Routed to an IVRfinal_dst_id
- identifier for the call destinationdisposition
- 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 usert_cause
- termination cause of the call, it can be C
Call Connected with the destination or H
Hanged UPFormat of recording files as below:
YYYY_mm_dd_HH_mm_ss-SIP_USERNAME-CALLER_ID-CALLED_NO-UNIQUEID.mp3
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:
#44
+ User extension number
- for example to Barge onto User's extension 2005
dial #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.
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Thousands of businesses across the world trust VoIPstudio for all of their most vital business communications. Why not be the next?
Thousands of businesses across the world trust VoIPstudio for all of their most vital business communications. Why not be the next?
Start a free 30 day trial now, no credit card details are needed!