Call Records

This guide provides step-by-step instructions on how to access, view, and manage call records within the Omnia Admin Portal.

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Accessing Call Records

1. Access the Call Records Report:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Call Summary, then Call Records.

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Viewing Call Records

2. View Call Records:

• The table displays the following columns:
  • Time: The time the call was made.
  • Caller Number: The number of the caller.
  • Caller Name: The name of the caller.
  • Dialed Number: The number dialed.
  • Direction: The direction of the call (inbound or outbound).
  • Disposition: The call’s outcome (answered, no answer, busy, failed).
  • Presented: Indicates if the call was presented to the user.
  • Duration: The duration of the call.
  • Who Answered: The person who answered the call.
  • Outcome: The result of the call.
  • Packet Loss: The percentage of packet loss during the call.
  • Jitter: The jitter during the call.
  • MOS: The Mean Opinion Score for the call quality.
• The initial results shown will be for today’s date.

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Filtering Call Records

3. Preset Filters:

• Use the Yesterday, Last 10 Days, or Last 30 Days buttons to quickly filter the call records.

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 records.
• You can use 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. Advanced Filters:

• Select the call direction, filter by specific criteria (branch, phone number, caller name, etc.), dispositions (answered, no answer, busy, failed), and whether the call was presented.
• Presented means a call attempted to reach a user.
• A phone number entered in the filter matches both the Caller Number and the Dialed Number, so a single search returns both inbound and outbound calls involving that number.
• For calls that were answered and then transferred between extensions, the Duration is the total answered duration of the call — it isn’t split per extension, so summing Duration counts the full time the call was connected, including any time spent on the original extension before the transfer.

8. Apply Filter:

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

9. Reset Filters:

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

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Exporting Call Records

10. Export Call Records:

• Use the Export button to download the call records data in CSV format.
• Click OK to confirm the export.
• If you don’t see the Export button above the calls table after applying a filter, do a hard reload of the page (Ctrl + F5 on Windows, Cmd + Shift + R on Mac) — the toolbar can stay cached after a long-running session, and a hard reload brings the Export button back.

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Scheduling Call Record Reports

11. Schedule a Report:

• Click the Export button.
• Select Schedule Report from the dropdown.

12. Configure Report Settings:

• Enter a name for the report.
• Add recipient email addresses. Use commas to separate multiple emails.
• Select the report frequency: Daily, Weekly, or Monthly.
• Review the current filter settings.
• Click Schedule to save the report schedule.
• For more information, see the Scheduled Reports section.

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Accessing the Call Flow View

13. View Call Flow:

• Click on a specific call record or click the call flow icon next to a call record to open the call flow view for that record.

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Understanding the Call Flow View

14. Call Flow View Details:

• The Call Flow View provides a visual representation of the call’s journey from start to finish. It includes the following elements:
  • Unique ID: A unique identifier for the call.
  • Caller Number: The number of the person who initiated the call.
  • Number Dialed: The number that was dialed.
  • Start Time: The time when the call started.
  • Duration: The total duration of the call.
  • Disposition: The outcome of the call (e.g., answered, no answer).

15. Flowchart Path:

• The flowchart shows the path of the call through various stages, such as:
  • Dial: The call is dialed out to the specified number.
  • Answer: The call is answered.
  • Hangup: The call is terminated by either party.
• Note: The provided flowchart is an example of an outbound call. The stages and details may vary based on the direction and nature of the call.
• Each stage is accompanied by details such as the time taken to reach the next stage, providing a comprehensive view of the call’s progression.