Call History

Updated at June 1st, 2023

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Table of Contents

Note: Call History Design 1. Call Transaction Level 1.1 Information 1.2 Call Type Determination Method 1.3 Call Status Determination Method 1.4 Call Status Favored Order 1.5 Call Talk Time Calculation Method 2. Leg Transaction Level 2.1 Information 2.2 Call Type Determination Method

All incoming, outgoing, missed calls coming to your extension will be captured on the Homepage with complete details and can be retrieved for up to 1 year.
This place will display all the call history based on Contact Numbers.
Call Recording/Voicemail (if any) can be listened online and downloaded here.

Note:

Duration Limit for Voicemail is 1 minute.

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

Click on the Inbox tab
Select:
- Contact Number
- Date Range: Available within a year (started from 1/1/2021)
- Additional Columns:
  - Original Called Number
  - Talk/Total Duration
  - Call Recording/Voice Mail
  - DNC
- Advanced Search:
  - Call Type:
    - Incoming
    - Outgoing
    - Forwarding
  - Call Status:
    - Answered
    - Unanswered
    - Busy
    - Cancel
    - Blocked
    - Failed

Call History Design

The call transaction is divided into 2 levels:

1. Call Transaction Level

Main Transaction:
- Contains every basic information about a call that a user with minimum experience about call flows can still understand.

1.1 Information

Information Name	Derivative or Sub Information	Definition & Description
TXN UUID	N/A	Unique transaction UUID of the call
Type	N/A	Type of the call, can be: Incoming Outgoing Forwarding See Call Type Determination
Time	N/A	Begin time mark of the call
Caller (From)	1. From Number (Caller ID) 2. From Extension Key 3. From Extension Label 4. From Device: IP Phone Mobile Desktop SIM	The party who initializes the call, it can be a phone number outside our system or an Extension. The Extension can be omitted but the Caller ID must be present. Note: In some outbound use-cases like: Call Center Auto Dialer* Callback with Ring All Devices It can have multiple outgoing legs dialed sequentially or simultaneously. Hence, the From* is the outgoing leg who picked up the call first.*
Original Called Number	N/A	The first phone number receives a call when it reaches the system. For calls blocked by DNC/Compliance, this field value is the blocked destination phone number
To	1. To Number (Called Party Number) 2. To Extension Key 3. To Extension Label 4. To Device: IP Phone Mobile Desktop SIM 5. To Sip UserName	The party who FIRST answers the call. As one call can have lots of participants who join to answer the caller, the first one will always be picked as the To. Unlike From information, To Number can be omitted as well as Extension/SIP endpoint, but at least one of them must be present. In Blocked calls, To will still need to be displayed properly.
Talk/Total Duration	Total Duration = `Call End Time - Call Start Time` Total Talk Duration: See Call Talk Time Calculation
Status	Failed Reason will be provided for Failed/Blocked calls	Status of the call, values list: Answered Unanswered Busy Cancel Blocked Failed See Call Status Determination & Call Status Favored Order

1.2 Call Type Determination Method

Call Type	Definition	Determination Methods
Incoming	Calls come from outside the B3networks system.	First leg of the call has `incoming` type then connects to: queue, extension, SIP ring group, etc..
Outgoing	Calls initialize inside the B3networks system.	First leg of the call has `outgoing` type
Forwarding	Calls come from outside the B3networks then are forwarded to outside B3networks again.	First leg of the call has `incoming` type and second leg has `outgoing` type with endpoint is `number` or `msisdn` First leg of the call has incoming type and second leg disposition code is `REDIRECTION` (indicates that destination party has configured their device to do forwarding call action)

1.3 Call Status Determination Method

Status\Call Type	Incoming	Outgoing	Forwarding
Answered	The incoming call (first leg) successfully connected to destination party such as: An Auto-attendant tree A automation bot A SIP endpoint (IP Phone, B3works mobile, B3works desktop, etc…) and the party picked up	The caller (first leg) successfully connected to the system and the destination party (2nd~N leg) picked up the call (In callback use-case, system successfully connected to the caller and the caller picked up the call first)	The incoming call (first leg) successfully forwarded to the outside system party
Unanswered	The incoming call (first leg) successfully connected to the second party such as a SIP endpoint (IP Phone, B3works devices) and the party did not pick up	The caller (first leg) successfully connected to the system and the destination party did not pick up the call (In callback use-case, either the caller or the destination party did not pick up)	The caller (first leg) successfully connected to the system and the forwarded destination party did not pick up the call
Busy	The destination party of the incoming call was on the another call or rejected it	The destination party of the outgoing call was on the another call or rejected it (In callback use-case, either the caller or the destination party was on another call or rejected it)	The destination party of the incoming call was on the another call or rejected it
Cancel	The incoming call (first leg) cancelled	The caller of the outgoing call cancelled (In callback use-case, the caller first picked up then hung up the call)	The incoming call (first leg) cancelled
Blocked	The incoming call (first leg) was blocked to connect to the destination party by consent (DNC) or the organization’s dial plan	The outgoing call (first leg) was blocked to connect to destination party by consent (DNC) or the organization’s dial plan *Note: Blocked reason will be provided by DNC module	N/A
Failed	System failed to connect the destination party of the incoming call	System failed to connect the destination party of the outgoing call (In callback use-case, either the caller of the outgoing call or the destination party was failed to connect) Note: There are some edge case for Outgoing call to be marked as Failed, such as: No Outbound Rule*	System failed to foward the incoming call to the destination party *Note: Failed reason will be provided by the related modules

1.4 Call Status Favored Order

The system will base on the below priority order to determine the call status.
When to apply this:

In the call flows where the destination has multiple active devices (Mobile, Desktop, IP Phone…).
In the call flows where there are multiple destinations.

Priority Order	Call Status
#1	Answered
#2	Unanswered
#3	Busy
#4	Cancel
#5	Blocked
#6	Failed

1.5 Call Talk Time Calculation Method

Call Type	Determination Method
Incoming	1. Single leg call: These calls mostly are routed to Virtual Line application but not configured (or misconfigured) to connect to another endpoint. Formula: Call End Time - Call Begin 2. Multiples legs call: Formula: Call End Time - First Answer Time First Answer Time: Detects by a leg (after the first leg) which first answers/connects to the call.
Outgoing	1. Singel leg call: Most of these are robo calls which dial to customer number without involve an agent or connect to another endpoint: Formula: Leg End Time - Leg Answer Time (Leg Connected Time) 2. Multiple legs call: Formula: Call End Time - First Answer Time First Answer Time: Detects by a leg (after the first leg) which first answers/connects to the call
Fowarding	Formula: 2nd Leg End Time - 2nd Answer Time (Leg Connected Time)

Call Type

Determination Method

Incoming

1. Single leg call:
These calls mostly are routed to Virtual Line application but not configured (or misconfigured) to connect to another endpoint.

Formula: Call End Time - Call Begin

2. Multiples legs call:

Formula: Call End Time - First Answer Time
First Answer Time: Detects by a leg (after the first leg) which first answers/connects to the call.

Outgoing

1. Singel leg call:
Most of these are robo calls which dial to customer number without involve an agent or connect to another endpoint:

Formula: Leg End Time - Leg Answer Time (Leg Connected Time)

2. Multiple legs call:

Formula: Call End Time - First Answer Time
First Answer Time: Detects by a leg (after the first leg) which first answers/connects to the call

Fowarding

Formula: 2nd Leg End Time - 2nd Answer Time (Leg Connected Time)

2. Leg Transaction Level

Sub Transaction:
- Contains detailed information about every participant who has ever joined a call.

2.1 Information

Information Name	Derivative or Sub Information	Definition & Description
Leg UUID	N/A	Unique transaction UUID of the call leg
Type	N/A	Type of the leg, can be: Incoming Outgoing
Start Time	N/A	Begin time mark of the leg
End Time	N/A	End time mark of the leg
Caller ID (From)	N/A	The Caller ID which will be shown to the leg participant their device(s)
Participant (To)	1. To Number 2. To Extension Key 3. To Extension Label 4. To Device: IP Phone Mobile Desktop MSISDN 5. To Sip UserName	The leg participant endpoint information
Status		Answered Unanswered Busy Failed Blocked Cancel

2.2 Call Type Determination Method

Call Type	Definition
Incoming (First Leg)	The incoming call connected to destination party such as: An Auto-attendant tree An automation bot A SIP endpoint (IP Phone, B3works mobile, etc…)
Outgoing (First Leg)	The Caller connected to the system.
Outgoing (Second Leg)	The Caller connected to the Destination party.

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