Communication Hub: Call History

Updated at July 25th, 2023

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Table of Contents

Overview Note: Checking Call History at Homepage Checking History at Communication Hub Call History Design Call Result Determination Method Call Metadata

Overview

The Call History is a place where displays:

Call Leg Transactions that are tied to the agents.
Recording / Voicemail Files that are tied to their call leg transactions.

It will provide:

Basic details - Call Directions (Incoming/Outgoing/Forwarding), Phone Numbers, Destination Numbers, Date & Time, etc.
Advanced details - Call Result, Call Metadata, Call Journey, Call Recording, Voicemail, etc.

Note:

Data in Call History will be stored for up to 1 year from the date the call is created.
It takes a few mins (max: 5 mins) for the data to appear on the portal after the call ends. Longer call duration will require longer processing time.
The SLA of call recording uploading on Unified History is 24 hours. The call recording uploading process takes up to 1500 seconds (25 minutes). This value is decided based on a ratio of 1:100 compared to the maximum talk time of 4 hours, with an additional 1 minute accounted for as overhead time for the file upload process.
In case you are a part of a call flow (e.g Auto Attendant, Call Center, etc), you can only see the Leg UUID that is tied with your identity ID.
Maximum duration of Voicemail = 1 minute.

Checking Call History at Homepage

Click on the Homepage icon, select the Inbox icon
ThsSelect a specific number to see the history

Checking History at Communication Hub

To check the Call History, please follow the steps below:

Go to the Communication Hub, choose the Call History tab
Select:
- Date Range
- Advanced Search:
  - Call Recording/Voice Mail
  - Call Type
  - Call Result
Click the Information icon (ℹ) - Call Metadata

Call History Design

It contains every basic information about a call that an agent with minimum experience in call flows can still understand. Including:

TXN UUID

TXN UUID stands for the Universal Unique Identifier of the Transaction.

It is copiable
It is capable to search in the searching box.

Leg UUID

Leg UUID stands for the Universal Unique Identifier of the Call Leg Transaction

It is copyable
It is capable to search in the searching box.

Type

Type of the call can be:

Incoming
- Calls come from outside B3 system
Outgoing
- Calls initialized inside B3 system
Forwarding
- Calls come from outside B3 then are forwarded to another endpoint

Time

The time when the call started.

Caller

The Caller ID that is displayed on the participant devices.

To

The participant endpoint information.

Phone Number (Called Party Number)
Extension
- Extension Device
  - IP Phone
  - Mobile
  - Desktop
  - Web Phone

Talk / Total Duration

Total Duration = Call End Time - Call Start Time
Total Talk Duration = Call End Time - First Answer Time (Detected by the Leg Transaction)

Result

Results of the call, values list:

Answered
Unanswered
Busy
Cancel
Blocked
Failed

Call Recording / Voicemail

Downloadable
Listen online

Call Result Determination Method

Result	Call Type	Definition
Answered	Incoming	The incoming call was successfully connected to destination party such as: An Auto-Attendant tree An automation bot User’s devices (IP Phone, mobile, desktop, etc…) and the party picked up
Answered	Outgoing	The outgoing call was successfully connected to the destination
Answered	Fowarding	The incoming call was successfully forwarded to the external destination
Unanswered	Incoming	The incoming call was successfully connected to the user’s devices (IP Phone, mobile, desktop, etc…). Caller waited until reaching the total ring time configured by the user => the call was hung up by the system.
Unanswered	Outgoing	The caller was successfully connected to the system and the destination party did not pick up the call
Unanswered	Fowarding	The caller was successfully connected to the system and the forwarded destination party did not pick up the call
Busy	Incoming	The destination party of the incoming call was on the another call or rejected it
Busy	Outgoing	The destination party of the outgoing call was on the another call or rejected it
Busy	Fowarding	The destination party of the forwarding call was on the another call or rejected it
Cancel	Incoming	The incoming call was successfully connected to the destination, but hung up before the user picked up The incoming call was successfully connected to the destination but then the system received cancel request from user’s device, telco provider,... before the user picked up Non-working hour/Public Holiday, predefined Action = Hang Up.
Cancel	Outgoing	The caller of the outgoing call cancelled the call before the destination picked up
Cancel	Fowarding	The incoming call was successfully forwarded to the external destination but hung up before the forwarded destination picked up The incoming call successfully forwarded to the external destination but then the system received cancel request from user’s app, telco provider,... before the user picked up
Blocked	Incoming	The incoming call was blocked to connect to the users by their inbound call filter settings (reject anonymous calls or specific numbers).
Blocked	Outgoing	The outgoing call was blocked to connect to destination party by consent (DNC) or the organization’s outbound call rule.
Failed	Incoming	System failed to connect the destination party of the incoming call.
Failed	Outgoing	System failed to connect the destination party of the outgoing call. There are some edge cases for the outgoing call to be marked as Failed, such as Internal Call is not allowed (enabled from the backend).
Failed	Forwarding	System failed to forward the incoming call to the destination party

Call Metadata

Call Metadata Panel is a place to display the advanced information related to call transactions.

Status & Action

Agent Status:

Available
Busy
Away
Offline

Agent Actions:

Ring Devices
Ring Delegates
Forward Calls
Play Message
Record Voicemail
Hangup

Ex:

Available - Ring Devices
Busy - Hangup

Rang Device(s) - For Incoming Call

Device - Result

Ex: IP Phone - Cancel

Auto Attendant

Call Journey Information:

Auto Attendant Workflow Name
Auto Attendant Call Journey

logs telephony

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