Call History & Recordings

Call History & Recordings

Info
Scope
Outline of how-to access and review call history and call recordings.
Alert
Requirements
  1. Manager Portal Access
    1. Users / Agents - Access to their own history
    2. Site Managers - Access to history and recordings for the users registered to the site
    3. Call Center Supervisors - Access to history and recordings for the agents under them
    4. Office Managers - Access to history and recordings for all users
Notes
Links
  1. Manager Portal

Access Call History & Recordings

  1. Log in to the Manager Portal
  2. Select the Call History tab

Filter Call History & Recordings

  1. Click Filters button
  2. Set the appropriate filter options for your search and click Filter
Info
Not all filter options are available for all user scopes
Info
Time frame filtering is limited to any 31-day range within the last year.

Export Call History Report

  1. After filtering the Call History Report as needed, click the Export button to export the current report to a CSV file.

Explanation of Report Fields

Field
Access Level Needed
Description
Number
All Users
The number dialed (outbound calls) or the caller number (inbound calls)
Name
All Users
The caller's name (inbound calls) or contact name (outbound calls)
Date
All Users
Date & Time call started
Duration
All Users
Length of call (minutes:seconds)
PAC
All Users
Account Code (if any)
From Name
Office Manager
Caller's Name or Caller ID
From Number
Office Manager
Caller's Phone Number or Extension
Dialed
Office Manager
Number dialed by caller
To
Office Manager
Final destination of call.

Additional Information about "To" Field

  1. System
    1. System was waiting for the caller to press an option on an Auto Attendant (AA) when the caller hung-up or the call timed out.
  2. SpeakAccount
    1. Caller was prompted with the option to "press 1 to dial another extension" and either hung-up or timed out. Usually after leaving a voicemail.

Call Recordings

  1. Next to the desired call click the Listen or Download icon

Retention Policy

  1. Call History - 1 Year
  2. Call Recordings - 30 Days



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