Call Logs
Overview:
Call logs are records that capture details of all incoming, outgoing, and missed calls.
In PBX.IM , you can view information such as the date and time of the call, and the caller's and receiver's phone numbers. Call logs can be used for tracking communication, analyzing call patterns, and troubleshooting issues in telecommunication systems.
Table of Contents
Introduction to Call Logs
You are now ready to explore and check all your call logs. Let's dive into how to use them and what you can find:
How to use Call Logs
Once you click on 'Call Log,' you'll see a table with all the registered calls and a list of filters you can choose from.
Call log filters
When you log in to the Call Log tab, you'll see three actions you can take in the upper right corner:
Clear Filters
When you click on "Clear Filters," any filters that have been set (such as date ranges, phone numbers, user IDs, call types, etc.) will be reset, and the call log will display all entries without any restrictions.
Presets
By clicking on "Presets," you can select from a list of previously saved filter settings. These presets quickly apply specific filter combinations that you have saved for frequent use. To save one you have to select the filters - go to Presets - Type in the name of the Preset - click Save.
Hide Filters
When you click "Hide Filters," the section of the interface will minimize. You will be able to see only the following fields: From, To, Phone number and Users.
Next you will see all available filters that you can use.
From
The start date and time for the range of call logs to be displayed.
To
The end date and time for the range of call logs to be displayed.
Phone
Filters calls by phone numbers. Here you can choose between:
- Begins with - Filters calls by numbers that start with the specified digits. This helps in finding calls from a specific area or prefix.
- Ends with - Filters calls by numbers that end with the specified digits. Useful for finding calls with specific suffixes in numbers.
- Exact - Filters calls by the exact number specified. This is used to locate calls from or to a particular phone number.
- Contains - Filters calls by numbers that contain the specified sequence of digits anywhere in the number. Helps to find patterns or specific number sequences.
- Anonymous - Filters calls that are marked as anonymous, where the caller ID was not disclosed or hidden during the call
Users
Filters calls by the user(s) involved in the calls. You can choose from the dropdown menu the users that you want to see.
Status
Filters calls based on their status. You can choose between:
- All
- Answered
- Not answered
Call type
Filters calls based on their type. You can choose between:
- Inbound
- Outbound
- Internal
- Conference
- Fax
- Queue
You can select multiple types at once.
Duration
Filters calls by their duration, with options to specify minimum and maximum durations. You can choose from the dropdown menu a duration that suits your needs.
Tags
Filters calls based on assigned tags, which categorize calls for easier sorting and analysis.
Days
Filters calls based on specific days of the week. Choose from the dropdown menu the days from Monday to Sunday.
UUID
UUID is a unique identifier assigned to each call or session. This identifier ensures that every call can be distinctly recognized and managed, even if other call details are similar. You can use UUID filters for precise identification of specific calls.
Campaigns
Filters calls associated with specific campaigns, useful for tracking marketing or sales efforts.
Countries
Filters calls based on the destination country of the calls. You can choose from the dropdown menu multiple countries that interest you.
Caller ID
Filters calls by the caller ID number. You can choose between:
- Begins with
- Ends with
- Exact
- Contains
- Anonymous
Destination
Filters calls based on the destination phone numbers. You have the same dropdown options as the ones from the Caller ID section.
Hang-up cause
Filters calls based on the hang-up reasons.
View the Call Log details
If you want to see the ''Call Log'' details for a specific user, simply click on their name, and a detailed form will open. There are two scenarios:
.1You can view the ''Call Log'' if the call was handled by a single user.
.2You can see Part 1 and Part 2 if the call was transferred to another user.
Scenario 1: Same user Call Log
Time
The exact time when each event in the call flow occurred.
From
The phone number or entity that initiated the call or event.
Endpoint/Flow
The part of the call flow or entity involved at this step (e.g., announcement, auto attendant, DTMF, queue).
Destination
The phone number or entity that was the target of the call or event.
Wait
The amount of time spent waiting before the call was answered or moved to the next step.
Talk
The duration of the actual conversation or interaction between the parties.
Hold
The amount of time the call was placed on hold.
Hangup Cause
The reason why the call was terminated (e.g., NORMAL_CLEARING).
SIP IP
The IP address of the Session Initiation Protocol (SIP) server involved in this part of the call.
Scenario 2: Call was forwarded
If the call was forwarded you will see the same details as above, but split into multiple parts (e.g: Part 1 and Part 2).
If you have an Agent role, you will be able to view the Call Logs for your specific calls. You will have the same settings and fields as an Admin, but they are tailored specifically to the calls you handle.