Call List (Recorded Calls)

Call List (Recorded Calls) #

The table below shows which fields are available on the Call List (Recorded Calls) template

Information Circle info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.

Call Info #

Field Name Description Default Field?
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Answered Indicates whether the call or call segment was answered or not (Yes or No). ✔
Area Code The area code for the Caller ID number.
Billing Code The billing code that was set against this call.
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. ✔
Call Type The type of call, either Internal (intercom [IC]) or External.
Caller ID Name The name provided by the network provider as being associated with the Caller ID. ✔
Caller ID Received Indicates whether a Caller ID was received for the call (Yes or No).
Conference The call was part of a conference.
Country The country for the Caller ID number.
DDI Name The name provided by the communications system as being associated with the Direct Inward Dial number for the call.
DDI Name/Presentation Name The DDI name or the presentation number name.
DDI/Presentation Number The DDI number or the presentation number.
Direct Inward Dial The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number.
Location The location for the Caller ID number.
Matched The call has one or more contact matches.
Number Type The type (Local, National or International) for the Caller ID number.
Outgoing Caller ID The telephone number presented on an outgoing call.
Outgoing Caller ID Name The name presented on an outgoing call.
Outside Number The telephone number associated with this call. This applies to external calls only. ✔
Parked? Indicates whether the call or call segment was parked or not (Yes or No).
Recorded Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call.
Route Path Name The Contact Name with the addition of any route information which has been pre-pended by the PBX.
Route Path Number The Outside Number with the addition of any route information which has been pre-pended by the PBX.
Segments The sequence number of a specific call segment within a call.
Short Answered A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls.
Short Ringing A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls.
State The state/province for the Caller ID number (NANPA region only).
Trunk to Trunk A call that includes both an incoming and outgoing trunks.

Call Info (Advanced) #

Field Name Description Default Field?
Account ID The ID of the communication system being monitored.
Account Name The name of the communication system being monitored.
Call ID The telephone system's unique ID for this call.
Document ID Document ID.
Hang-up Cause The call Hang-up Cause provided by the communications platform.
Interaction ID The PBX Interaction ID.
Media Server The media server that handled the call on the Pbx.
PBX Type The type of PBX the call was made on.
Recording ID The call recording ID.
SIP Call ID The unique SIP Call ID for the call leg.

Call Times #

Field Name Description Default Field?
Answer Time The time and date that this call or call segment was answered. This will be empty if the call was not answered. ✔
Call Duration The total duration for this call or call segment including ring, hold and talk durations. ✔
End Time The time of day that this call or call segment ended.
Hold Time The total time this call segment spent on hold.
Parked Time The total time this call segment spent parked.
Ring Time The ring duration of the call or call segment. ✔
Start Time The time the call or call segment started ringing. ✔
Talk Time The duration this call segment was in the answered state.

Call Times (%) #

Field Name Description Default Field?
% Hold Time The Total Hold Time as a percentage of Total Call Duration.
% Parked Time The Total Parked Time as a percentage of Total Call Duration.
% Ring Time The Total Ring Time as a percentage of Total Call Duration.
% Talk Time The Talk Time as a percentage of Total Call time (external calls only).

Contact Info #

Field Name Description Default Field?
Company Name The company name of the matched contact.
Contact Name The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1 The data from tag field 1 of the matching contact record for this call.
Contact Tag 10 The data from tag field 10 of the matching contact record for this call.
Contact Tag 2 The data from tag field 2 of the matching contact record for this call.
Contact Tag 3 The data from tag field 3 of the matching contact record for this call.
Contact Tag 4 The data from tag field 4 of the matching contact record for this call.
Contact Tag 5 The data from tag field 5 of the matching contact record for this call.
Contact Tag 6 The data from tag field 6 of the matching contact record for this call.
Contact Tag 7 The data from tag field 7 of the matching contact record for this call.
Contact Tag 8 The data from tag field 8 of the matching contact record for this call.
Contact Tag 9 The data from tag field 9 of the matching contact record for this call.
CRM ID The reference of the matched contact in an external CRM system.
Email The email address of the matched contact.
Job Title The job title of the matched contact.

Users / Devices #

Field Name Description Default Field?
Answering Agent Name The name of the first agent that answered the call (if applicable).
Answering Agent Number The number of the first agent that answered the call (if applicable).
Answering Device Name The name of the first device the call was answered at. This will be empty if the call was not answered.
Answering Device Number The number of the first device the call was answered at. This will be empty if the call was not answered.
Answering Group Name The name of the first user group the call was answered at. This will be empty if the call was not answered.
Answering User Name The name of the first user the call was answered by. This will be empty if the call was not answered.
Answering User Number The number of the first user the call was answered by. This will be empty if the call was not answered.
Calling Agent Name Calling Party Agent Name associated with the call or call segment.
Calling Agent Number Calling Party Agent Number associated with the call or call segment.
Calling Device Name Calling Party Device Name associated with the call or call segment.
Calling Device Number Calling Party Device Number associated with the call or call segment.
Calling User Name Calling Party User Name associated with the call or call segment.
Calling User Number Calling Party User Number associated with the call or call segment.
External Tenant ID The ID of the external tenant.
External Tenant Name The name of the external tenant.
First Rang Agent Name The name of the first agent the call rang at.
First Rang Agent Number The number of the first agent the call rang at.
First Rang Device Name The name of the first device the call rang at.
First Rang Device Number The number of the first device the call rang at.
First Rang Group Name The name of the user group where the call first rang at.
First Rang User Name The name of the first user the call rang at. ✔
First Rang User Number The number of the first user the call rang at. ✔
Last Answering Agent Name The name of the last agent that answered the call (if applicable).
Last Answering Agent Number The number of the last agent that answered the call (if applicable).
Last Answering Device Name The name of the last device the call was answered at. This will be empty if the call was not answered.
Last Answering Device Number The number of the last device the call was answered at. This will be empty if the call was not answered.
Last Answering User Name The name of the last user the call was answered by. This will be empty if the call was not answered.
Last Answering User Number The number of the last user the call was answered by. This will be empty if the call was not answered.
Last Rang Agent Name The name of the last agent the call rang at.
Last Rang Agent Number The number of the last agent the call rang at.
Last Rang Device Name The name of the last device the call rang at.
Last Rang Device Number The number of the last device the call rang at.
Last Rang Group Name The name of the user group where the call last rang at.
Last Rang User Name The name of the last user the call rang at. ✔
Last Rang User Number The number of the last user the call rang at. ✔
Parked Slot The parking slots the call or call segment has been parked at.
Queue Name The name of the queue the current call segment was presented from.
Queue Number The number of the queue the current call segment was presented from. ✔
Trunk Name Trunk name involved in the call or call segment.
Trunk Number Trunk number involved in the call or call segment.

Filter Fields #

This section outlines which filter fields can be used on the Call List (Recorded Calls) template

Field Name Description
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Account ID The ID of the communication system being monitored.
Account Name The name of the communication system being monitored.
Agent Name The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.
Agent Number The Agent Number (Presence ID) of the Agent.
Answered Indicates whether the call or call segment was answered or not (Yes or No).
Answering Agent Name The name of the first agent that answered the call (if applicable).
Answering Agent Number The number of the first agent that answered the call (if applicable).
Answering Device Name The name of the first device the call was answered at. This will be empty if the call was not answered.
Answering Device Number The number of the first device the call was answered at. This will be empty if the call was not answered.
Answering Group Name The name of the first user group the call was answered at. This will be empty if the call was not answered.
Answering User Name The name of the first user the call was answered by. This will be empty if the call was not answered.
Answering User Number The number of the first user the call was answered by. This will be empty if the call was not answered.
Area Code The area code for the Caller ID number.
Billing Code The billing code that was set against this call.
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent.
Call Duration The total duration for this call or call segment including ring, hold and talk durations.
Call Type The type of call, either Internal (intercom [IC]) or External.
Caller ID Name The name provided by the network provider as being associated with the Caller ID.
Company Name The company name of the matched contact.
Conference The call was part of a conference.
Contact Name The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1 The data from tag field 1 of the matching contact record for this call.
Contact Tag 10 The data from tag field 10 of the matching contact record for this call.
Contact Tag 2 The data from tag field 2 of the matching contact record for this call.
Contact Tag 3 The data from tag field 3 of the matching contact record for this call.
Contact Tag 4 The data from tag field 4 of the matching contact record for this call.
Contact Tag 5 The data from tag field 5 of the matching contact record for this call.
Contact Tag 6 The data from tag field 6 of the matching contact record for this call.
Contact Tag 7 The data from tag field 7 of the matching contact record for this call.
Contact Tag 8 The data from tag field 8 of the matching contact record for this call.
Contact Tag 9 The data from tag field 9 of the matching contact record for this call.
Country The country for the Caller ID number.
CRM ID The reference of the matched contact in an external CRM system.
DDI Name The name provided by the communications system as being associated with the Direct Inward Dial number for the call.
DDI Name/Presentation Name The DDI name or the presentation number name.
DDI/Presentation Number The DDI number or the presentation number.
Device Name The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device.
Device Number The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device.
Direct Inward Dial The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number.
Document ID Document ID.
Email The email address of the matched contact.
External Tenant ID The ID of the external tenant.
External Tenant Name The name of the external tenant.
First Rang Agent Name The name of the first agent the call rang at.
First Rang Agent Number The number of the first agent the call rang at.
First Rang Device Name The name of the first device the call rang at.
First Rang Device Number The number of the first device the call rang at.
First Rang Group Name The name of the user group where the call first rang at.
First Rang User Name The name of the first user the call rang at.
First Rang User Number The number of the first user the call rang at.
Hang-up Cause The call Hang-up Cause provided by the communications platform.
Hold Time The total time this call segment spent on hold.
Interaction ID The PBX Interaction ID.
Job Title The job title of the matched contact.
Last Answering Agent Name The name of the last agent that answered the call (if applicable).
Last Answering Agent Number The number of the last agent that answered the call (if applicable).
Last Answering Device Name The name of the last device the call was answered at. This will be empty if the call was not answered.
Last Answering Device Number The number of the last device the call was answered at. This will be empty if the call was not answered.
Last Answering User Name The name of the last user the call was answered by. This will be empty if the call was not answered.
Last Answering User Number The number of the last user the call was answered by. This will be empty if the call was not answered.
Last Rang Agent Name The name of the last agent the call rang at.
Last Rang Agent Number The number of the last agent the call rang at.
Last Rang Device Name The name of the last device the call rang at.
Last Rang Device Number The number of the last device the call rang at.
Last Rang Group Name The name of the user group where the call last rang at.
Last Rang User Name The name of the last user the call rang at.
Last Rang User Number The number of the last user the call rang at.
Location The location for the Caller ID number.
Matched The call has one or more contact matches.
Media Server The media server that handled the call on the Pbx.
Number Type The type (Local, National or International) for the Caller ID number.
Outgoing Caller ID The telephone number presented on an outgoing call.
Outgoing Caller ID Name The name presented on an outgoing call.
Outside Number The telephone number associated with this call. This applies to external calls only.
Parked Slot The parking slots the call or call segment has been parked at.
Parked Time The total time this call segment spent parked.
PBX Type The type of PBX the call was made on.
Queue Name The name of the queue the current call segment was presented from.
Queue Number The number of the queue the current call segment was presented from.
Ring Time The ring duration of the call or call segment.
Route Path Name The Contact Name with the addition of any route information which has been pre-pended by the PBX.
Route Path Number The Outside Number with the addition of any route information which has been pre-pended by the PBX.
Short Answered A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls.
Short Ringing A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls.
SIP Call ID The unique SIP Call ID for the call leg.
Start Time The time the call or call segment started ringing.
State The state/province for the Caller ID number (NANPA region only).
Talk Time The duration this call segment was in the answered state.
Trunk to Trunk A call that includes both an incoming and outgoing trunks.
User Name The name of the user involved in the call or call segment.
User Number The number of the user involved in the call or call segment.