Support Hub for Admin Portal

Updated at November 8th, 2024

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Table of Contents

Introduction Access Control Note: How to Use Call Transaction Logs Note: Call Transaction Logs Details: View More Details (Expand into a new popup inside the blue box) SMS Transaction Logs SMS Transaction Logs Details: Pass Validation for SMS Transaction Logs:

Introduction

Support Hub is designed to cater to the needs of both B3Networks and our trusted partners. This feature promises to be a game-changer in simplifying and expediting the support process.

This feature is displayed on the left sidebar for both B3Networks and Partner to support and troubleshoot for their customers.
All necessary information will be displayed based on the TXN UUID to help the Support Team identify the issue faster and reduce the troubleshooting time.
This feature is displayed in Admin Organization under License Model.

Access Control

Owners can always access Support Hub
Admins require access for Permission Group by the Owner in the Manage Permissions tab.
When enabling the permission, the Admin can:
- Access Support Hub
- Manage and perform all actions within Support Hub

Note:

Support Hub Permission Group is only applicable for Admins Role

How to Use

Call Transaction Logs

Users will be able to search by Org Name or Org UUID first and then TXN UUID
Advanced search: This allows the users to filter logs via:
- Time Range
  - Today
  - Yesterday
  - Last 7 days
  - Last 30 days
  - Last 1 year
  - Specific date time
- Call Type
  - All
  - Incoming
  - Outgoing
  - Forwarding
- Call Result
  - All
  - Answered
  - Unanswered
  - Busy
  - Cancel
  - Blocked
  - Failed
  - Delegated
- search by Number/Extension
The transaction log result is divided into 2 sections:
- Summary: To describe the possible issue of the call (if any) and the suggested solution
- Call Log: To draw complete logs of the call with the all the necessary information related to that log

Note:

Desktop application events are shown in a time-based sequence. Users can click on view details and see:
- Details of SIP Invite
- Details of End Call (Ended/Hung up by the user or by the system)
This is applied for Zentrex and AIS desktop application.
These events are stored and displayed in that order within 02 weeks for checking. After that, it will be shown as regular flow.

Mobile application events are shown in a chronological order. Users can click on view details and see:
- Details of SIP Invite
- Details of Call (Call quality / Start call / End call)
This enhancement is supported in: Bizvoice / AIS / Globe / Zentrex mobile app ver 6.8.4, B3works mobile app ver 7.0.0.

Call Transaction Logs Details:

System will display the following information (where applicable):

Placeholder (Orange Box)
Field Name	Description
Extension Key	The unique key of the Extension e.g. 100
Extension Label	The label of the Extension e.g. Aimee ext
Device Type	The type of the Device that answers the call e.g. Mobile, Desktop, etc
SIP Username	The SIP Username e.g. sip123456
Number Endpoint	The destination number for outgoing or the caller number (for incoming) e.g. +6561234567

Details (Blue Box)
Field Name	Description
Leg UUID	Call Leg Transaction e.g. 8af3db74-1d7f-4e2d-bf02-fd7a73f21624
Answer Time	The time when the call was successfully connected to destination party e.g. 023-11-22T05:01:43.000Z
Duration in Seconds	The time span from the start of the leg until the end of the leg e.g. 12
SIP Status Code	The SIP Status Code e.g. 200
SIP Domain	The SIP Domain of the sip account used for the leg e.g. sip5.b3networks.com
Call Status	The status of the Call. e.g. ANSWERED, NOANSWER, CANCEL
Call ID	The Call ID will be visible.

Field Name (outer layer)	Field Name (inner layer)	Description
Leg UUID		Call Leg Transaction UUID e.g. 8af3db74-1d7f-4e2d-bf02-fd7a73f21624
Answer Time		The time when the call was successfully connected to destination party e.g. 023-11-22T05:01:43.000Z
Billing Info	SKU Quantity Unit	The SKU that is used to charge this call The amount to be charged The unit (mins)
Duration in Minutes		The time span starts from when the user/agent answers the call until they end the call by hanging up or transferring it to another party (in minutes) e.g. 12
Duration in Seconds		The time span starts from when the user/agent answers the call until they end the call by hanging up or transferring it to another party (in seconds) e.g. 12
Caller ID		The Caller ID of the leg (if any)
Caller Name		The Caller Name of the leg (if any)
Hangup Reason		The reason for the leg to be hung up
Codec		The codec used for this leg
End Time		End time of the leg e.g. 023-11-22T05:01:43.000Z
Hangup Party		The party who hangs up the leg
Extension Info	Extension Key Extension Label Device Type DID number	The unique key of the Extension (e.g 100) The label of the Extension (e.g Aimee ext) The type of the Device (e.g. Mobile, Desktop, etc.) DID number that is assigned to the extension
Hold Duration		The hold duration of the leg If the value = [ ], display 0
User UUID		The unique identity of the user
Original Dialed Number		Original Dialed Number
SIP Status Code		SIP Status Code (e.g. 200)
SIP Info	SIP Username SIP Domain	SIP Username (e.g sip123456) SIP Domain (e.g. sip5.b3networks.com)
Start Time		The start time of the leg e.g. 023-11-22T05:01:43.000Z
Call Status		The status of the call e.g. ANSWERED, NOANSWER, CANCEL
Call Recording Info	Enable Recording Has Recording File File Duration Recording	Users have requested recording or not Values: TRUE, FALSE The call has recording file or not Values: TRUE, FALSE File Duration (in seconds) If the value = null, display 0

SMS Transaction Logs

Users will be able to search by Org Name or Org UUID, then users could go through the Advanced Search.
Advanced search: This allows the users to filter logs via:
- Date Range
  - Today
  - Yesterday
  - Last 7 days
  - Last 30 days
  - Last 90 days
  - Specific date time
- SMS Type
  - All
  - Incoming
  - Outgoing
- SMS Status
  - All
  - Queued
  - Sent
  - Delivered
  - Delivery Failed
  - Rejected
  - Delivery Expired
- search by sender Name/Recipient/Message ID

SMS Transaction Logs Details:

We’ll display the following information (where applicable)

Placeholder (Orange Box)
Field Name	Description
Vendor	The Vendor e.g. SingtelSmpp
Vendor Code	The code of the Vendor e.g. SingtelSmpp
Vendor Label	The label of the Vendor e.g. SingtelSmpp

Details (Blue Box)
Field Name	Description
Sender	The sender Name of the SMS e.g. B3Networks
Destination	The Destination of the SMS e.g. +6583187294
Transaction	The Unique Transaction UUID of the SMS e.g. 9adac97c-ae25-4f7c-85c2-a0f49aed0c51
Status	The status of the SMS e.g. RETRY, SUCCESS
Webhook Endpoint	The end point of the user’s webhook to receive the sms report e.g. 172.21.174.176

Pass Validation for SMS Transaction Logs:

For SMS logs, the SMS passes through a system validation checklist from User to System (please see below screenshot). In order to pass the system validation stage, the transaction needs to pass all the below-stated checks:

Message is too big: (REJECTED_MSG_TOO_BIG)
The destination is not supported yet: (REJECTED_DEST_NOT_SUPPORTED)
Sender and recipient are the same: (REJECTED_DEST_SAME_AS_SENDER)
Sender name is not valid: (REJECTED_INVALID_SENDER_NAME)
Content of the message is blacklisted: (REJECTED_BLACKLIST_CONTENT)
The route is not found: (REJECTED_ROUTE_NOT_FOUND)

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Support Hub for Admin Portal

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Introduction

Access Control

Note:

How to Use

Call Transaction Logs

Note:

Call Transaction Logs Details:

View More Details (Expand into a new popup inside the blue box)

SMS Transaction Logs

SMS Transaction Logs Details:

Pass Validation for SMS Transaction Logs:

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