CDR (Call Details Records)

This report shows the details of all the calls. Data can be filtered on the basis of start date, end date, DID number, agent name, queue name, campaign name , call type,Sticky Agent call call status and Timezone.

Note – If Outbound Customization is on for this tenant,then the trunk search tab will display in the CDR report.

Click the ‘Reset’ button to show all the call records, without any filter.

Exporting a report –

The whole report can be exported in a .xls format to the device by choosing the ‘EXPORT’ button in the search tab. If the report is to be filtered by date range, agent, queue, call type, campaign trunk/DID or call status, then the criteria has to be entered in the search tab and then export the report, which will export only the filtered report.

CALL STATUS :

Abandoned

Call came to server and was in the queue, but before customer can talk to agent the maximum wait time is expired or customer hanged up the call.

Agent

Call is answered by the agent and customer has talked with the agent successfully.

Dialed

Number or the call is dialed out from the system , either from the JOB or Manual outbound but was not successfully answered or matured with customer.

Answered

Call is Answered by the system feature like IVR or Playback or voicemail etc. External

Call is transferred to the external number and answered by the external number. e.g. Activity is selected as external and incoming call is transferred to external number.

Failover

When call Goes to fail over activity set in the queue.

Queue

When the call generated by the system from the JOB , and the call is answered by the customer but the Agent is not free, customer is in queue and before agent get free, customer hangs up the call. In that case this status will be.

HANGUP REASON:

NORMAL_CLEARING

This cause indicates that the call is being cleared because one of the users (caller or callee) involved in the call has requested that the call be cleared. Under normal situations, the source of this cause is not the network.

NORMAL_TEMPORARY_FAILURE

This cause indicates that the network is not functioning correctly and that the condition is not likely to last a long period of time. It means the server has some temporary issue for handling this specific call.

UNALLOCATED_NUMBER

This cause indicates that the called party cannot be reached because, although the called party number is in a valid format, it is not currently allocated (assigned).

ORIGINATOR_CANCEL

When the call is dialed, but before call gets matured , originator or caller canceled the call or hangup.

USER_BUSY

His cause is used to indicate that the called party is unable to accept another call because the user busy condition has been encountered. This cause value may be generated by the called user or by the network. In the case of user determined user busy it is noted that the user equipment is compatible with the call.

NO_USER_RESPONSE

This cause is used when a called party does not respond to a call establishment message with either an alerting or connect indication within the prescribed period of time allocated.

SUCCESS

Same as the NORMAL_CLEARING.

NO_ANSWER

This cause is used when the called party has been alerted but does not respond with a connect indication within a prescribed period of time.

USER_NOT_REGISTERED

This means tried to originate a call to a SIP user who is not registered right now.

INCOMPATIBLE_DESTINATION

This cause indicates that the equipment sending this cause has received a request to establish a call which has low/high layer or other compatibility attributes (e.g. data rate, or other medium) which cannot be accommodated.

INVALID_NUMBER_FORMAT

This cause indicates that the called party cannot be reached because the called party number is not in a valid format or is not complete.

AMD_INITIAL_SILENCE

Is maximum initial silence duration before greeting.If this is exceeded, the result is detection as a MACHINE and call will hungup.

AMD_MAXWORDS

Is the maximum number of words in a greeting If this is REACHED, then the result is detection as a MACHINE and call will hungup.

NORMAL_UNSPECIFIED

This cause is used to report a normal event only when no other cause in the normal class applies.

SWITCH_CONGESTION

This cause indicates that the switching equipment generating this cause is experiencing a period of high traffic.

HANGUP BY:

SEND_CANCEL

Server Aborted the call , and BYE is sent from server side.

SEND_REFUSE

Outgoing :Endpoint rejected the call (e.g. 4xx or 5xx)
Incoming : Server rejected the call (e.g. 4xx or 5xx)

SYSTEM

Server hanged up the call. eg. after maximum wait for response or after
successful call etc.

USER

Endpoint or the user (agent) disconnected the call.