Omnia Admin Reports: Call Recordings

Alert: Access to this Report:

• Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

1. Access Call Recordings:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it, then select Call Recordings.

2. View Call Recordings:

• The call recordings are displayed in a table with columns for Time, Caller Number, Caller Name, Dialed Number, Direction, Disposition, Duration, Who Answered, Packet Loss, and Jitter.
• Initially, the results shown are for today's date.

3. Preset Filters:

• Yesterday: Click this button to quickly filter data from the previous day.
• Last 10 Days: Click this button to quickly filter data from the last 10 days.
• Last 30 Days: Click this button to quickly filter data from the last 30 days

4. Filter Settings:

• Click Filter to open the filter settings.

5. Select Date Range:

• Choose the start and end dates to define the period for which you want to view the Call Recordings.
• You can also use the preset options like Last Week, Last Month, Last 3 Months, Last 6 Months, and Last Year.
• In addition to the date range, you can also filter by a specific time range within the selected dates.

6. Clear Filters:

• Click Clear to remove the filters if needed. This allows you to start over while picking from your date ranges.

7. Select Call Direction:

• Choose the direction of the calls you want to filter (Inbound, Outbound, Internal, All).

8. Filter By:

• Choose additional filters such as Branch, Caller Name, Phone Number, Call ID, or User to narrow down the results further.
• Enter specific criteria based on the selected filter.

9. Select Dispositions:

• Check the boxes for the call outcomes you want to filter by (Answered, No Answer, Busy, Failed).

10. Apply Filter:

• Click Update to apply the filter settings.
• The details will be displayed on the screen based on your filters.

11. Reset Filters:

• Click Reset to remove your filters and start over if needed.

12. Playing and Saving Recordings

• Access a Recording: Click on a call recording in the displayed list or click the music note next to a call recording.
• Playback Controls: A popup will appear with details of the recording, including Unique ID, Start Time, Caller Name, Caller Number, Dialed Number, Disposition, and Duration.
• Play Recording: Use the play button to listen to the recording.
• Save Recording: Click the Save recording button to download the recording.

13. Call Flow View:

• Access Call Flow View: Click the call flow icon next to a call recording record. This will open the detailed call flow view, providing insights into the specific call path and related actions taken during the call.
• Call Flow Details: A popup will display the call flow details, including Unique ID, Start Time, Caller Number, Dialed Number, Disposition, and a graphical representation of the call flow.

14. Understanding the Call Recordings Table:

• Time: Shows the timestamp of the call.
• Caller Number: Displays the number of the caller.
• Caller Name: Shows the name associated with the caller.
• Dialed Number: Displays the number that was dialed.
• Direction: Indicates the direction of the call (Inbound, Outbound, Internal).
• Disposition: Describes the outcome of the call (Answered, No Answer, Busy, Failed).
• Duration: Displays the length of the call.
• Who Answered: Shows the name or extension of the person who answered the call.
• Packet Loss: Indicates the percentage of packet loss during the call.
• Jitter: Displays the amount of jitter (variation in packet arrival times) during the call.