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Find, view, and manage call records in the Omnia Admin Portal.
What you can see in this report depends on your user role. If your role doesn’t allow it, the report or some of its features won’t be available to you.

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.

Viewing Call Records

  1. 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.

Filtering Call Records

  1. Preset Filters:
  • Use the Yesterday, Last 10 Days, or Last 30 Days buttons to quickly filter the call records.
  1. Filter Settings:
  • Click Filter to open the filter settings.
  1. 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.
  1. Clear Filters:
  • Click Clear to remove the filters if needed. This allows you to start over while picking from your date ranges.
  1. 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 time for the whole call. It isn’t split per extension, so adding up Duration counts the full time the call was connected, including any time spent on the original extension before the transfer.
  1. Apply Filter:
  • Click Update to apply the filter settings.
  • The details will be displayed on the screen based on your filters.
  1. Reset Filters:
  • Click Reset to remove your filters and start over if needed.

Exporting Call Records

  1. 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 session, and a hard reload brings the Export button back.

Scheduling Call Record Reports

  1. Schedule a Report:
  • Click the Export button.
  • Select Schedule Report from the dropdown.
  1. 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.

Accessing the Call Flow View

  1. 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.

Understanding the Call Flow View

  1. 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).
  1. 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.