It is possible to search through the logs by date or date and time to find specific logs, then use the filter options to narrow the results.
Running a Search
- Click on the Search button located on the top of the page to see the following screen.
Within Search Criteria
- Select Date or Date/Time from the Where drop down list
- Enter or select the date or date and time within which to search in the is from and to date fields, e.g. is from 2013-02-01 to 2013-03-01 or is from 2013-02-01 00:00:00 to 2013-03-01 12:30:00
- Select how many results are shown on each search by changing the max results field.
- Click Search
The portal can download up to 5000 logs in one go, in 1000 log chunks. The results are then displayed on a multiple pages each page containing 50 logs.
Within Favourites, a search can be saved and a saved search can be loaded and run.
Saving a Search
- Within Favourites, enter the title the search is to be known as and click Save.
Loading a Saved Search
To load a search, it must have been saved as in the previous step. It is then displayed in the drop down list entitled Saved Searches.
- Select the appropriate search to load the details into Search Criteria.
Within Options is where the results can be filtered and how they are to be displayed.
Result Type Filter
Firstly it is a drop down list that filters the results by:
- Call Logs - logs of all calls, containing full call information
- Event Logs - logs of events, containing information such as Context, User and Level
- SMS Logs - logs of SMS messages, containing information such as To, From and Time
- My Calls - a personalised call log list for the user
|The My Calls option is not available to basic users as they are only able to see their own logs.|
The Select Columns button allows for the selection of which information is to be displayed for each log in the results.
Will show all of the columns listed in the Logs Fields below.
Export allows for the export of the results in five ways, each represented by a symbol.
- PDF format
- Text document format (e.g. Microsoft Word)
- Spreadsheet format (e.g. Microsoft Excel)
- Print the logs
- Bulk Download
For more information on searching, exporting and then importing call logs into Excel, please click here to see how to produce a business call expense report.
Call Log Fields
- Checkbox Header - A checkbox that can be ticked to select a certain call
- Options - gives 4 selectable buttons, such as I for information, the play symbol to show if the call was recorded, and P to retrieve the PCAPs for the call
- Date/Time - the time the call started
- End Date/Time - the time the call ended
- Total Call Time - the duration of the call
- Total Call Time (INT) - the duration of the call, including dial time and other factors
- From - who the call was from
- From Number - the caller's number
- From Device - the caller's device
- Dialled (Number) - the number that the caller dialled
- Connected To - the person the call was connected to
- To Type
- To Label
- Connected To (Number) - the number the call was connected to
- Connected To (Device) - the device the call was connected to
- Time Hunting - the amount of time spent searching for the connection, so will include when a customer is in an IVR, in a call queue etc
- Time Ringing - the amount of time the actual device spent ringing - so is used more for DDI calls, User components etc
- Time Talking - the amount of time talking between either party
- Time Hunting (INT) - the amount of time spent searching for the connection, in a numeric value
- Time Ringing (INT) - the amount of time spent ringing, in a numeric value
- Time Talking (INT) - the amount of time spent talking, in a numeric value
- Direction -
- Inbound: This refers to a connected inbound call from a number not registered to Natterbox. This can be either calling a user’s DDI, or through an inbound policy. It will NOT count as an inbound call if we are routing the inbound call to a mobile – this will be labelled as an External direction
- Outbound: This refers to when a user dials out/makes an outbound call from a registered device. This can be a softphone such as Zoiper/Phonerlite, or a hard phone, such as a Yealink device. This does not need to be connected to be considered an outbound call
- External: This refers to a few different options
- If the call is inbound and connects to a user, but not to their device (e.g. registered number, mobile phone)
- If the call is inbound and does not connect to a user, but entered into a Call Queue component, a Numbers Camp, a group etc
- If the call is inbound and does not connect, and the call is ended from the customer’s side in the IVR
- Service: This refers to other services available on the device, such as Voicemail Record, Group Login/Logout, Listen In service
- From HangUp
- To HangUp
- From HangUp & To HangUp -
- Normal: This can refer to a few different options
- No answer: This means there was no answer from a customer on an outbound call, or no answer from a user on an inbound call. It can also refer to the Hangup component, and what the Hangup reason is, as this includes No answer
- Invalid number format: The user has dialled the wrong number. Will not be an option for inbound calls
- Originator cancelled: For an outbound call, user has ended attempting to call a customer. For an inbound call, the customer has ended attempting to call a user. This will only be for DDI policies, or attempting to connect to specific users. This does not include hanging up in a call queue/group call
- User busy: For an outbound call, it means the customer is busy on a call. For an inbound call to a DDI, it means the user was busy on another call. This is why you can have an amount of Time Ringing with this as well. This can also be edited in policies. It can also refer to the Hangup component, and what the Hangup reason is, as this includes User Busy
- Timeout exceeded: Used for when a customer is making an outbound call, and there was no answer during the ‘Dial Timeout’ in the number component, meaning no answer from the customer
- Unable to connect: This can be due to network related issue such as mobile carrier, or more likely, it will refer to what the Hangup reason is in the Hangup component. Please check here prior to contacting support
- Service unavailable: This can be due to network related issue such as mobile carrier, or more likely, it will refer to what the Hangup reason is in the Hangup component. Please check here prior to contacting support
- Type - what happened to the call (e.g. Connected, Voicemail Record, Not Connected)
- Connected: This means that the call has connected between the two parties (customer and user)
- Not Connected: This means that the call has not connected between the two parties. This can be for a variety of reasons, including no answer from user, customer hangs up etc
- Policy - which policy the call invoked
- Transfer - was the call transferred?
- Att Transfer - was the call attended-transferred?
- Blind Transfer - was the call blind-transferred?
- CLI Withheld - did the caller withhold their number?
- Call Picked Up
- Call Queue
- Eavesdrop Attached
- Early Divert
- Late Divert
- Voice Mail
- Listen In
- Active Rec OK
- Active Rec Fail
- Active Rec Buffered OK