Admin - Call Reporting (aka Call History)
The Call Reporting Page
** call recording options are only available if automatic call recording has been enabled for the user, queue, or device associated with the call.
This is an advanced feature that will need to be enabled by an Ally technician. Please contact us if you would like to enable this feature.
Call History
From Name: Inbound Caller ID name - depends on the caller if this is set. It is not in the case of the first call underlined in red, but is in the case of the second call underlined in blue.
From: The number the call was placed from.
From User: This will display if there is an internal call.
To User: Shows what extension was rung. The red underlined is x51842 - which in this case is the After Hours Auto-Attendant. Just below it underlined in blue you see x1184 (a base user with 2 cordless handsets in this case).
Dialed: This shows the number the caller dialed.
To: This lets you know where the call was answered to when it ended. The red underlined "system" means that the caller was listening to the After Hours Auto-Attendant. Just below that call underlined in blue, x1184b answered the call, which is a shared extension of the "To" user x1184 that was routed to.
Date: Date and time of the call
Duration: Length of the call
Release Reason: This lets you know how the call ended. There are several codes that may be displayed here, but the two main ones you will see are Orig:Bye (the caller that originated the call, ended the call) & Term:Bye (the person that was called, terminated the call).
PAC: This is negligible. This refers to the account code and is information that will only be helpful to Ally in the event troubleshooting is needed.
** Listen: Listen to call recordings from the call reporting page
Includes ability to scrub through the recording, adjust volume, and adjust playback speed (the three dots)
** Download: Download call recordings directly from the call reporting page
Cradle to Grave: Shows you the route the call took in a condensed, easy to read version. See below for examples of the first and second calls described. (No timeframe is shown for after hours, because it is using the Default timeframe on the Routing User)
Filtering Call History
Select the Filters Button in the top left of your Call History to narrow your call history search.
From: The date and time of the scope of your search. You can look as far back as 6 months, but the maximum search range you can view at once is only 90 days.
To: The end date and time of your search.
User: You can type an extension number or name in this field
Department: Enter Department name. This will only work if departments are configured in your user's profiles in the Ally Voice portal.
Site: If you have multiple sites under one domain, you can search by site.
Caller Number: You can search if a particular number called inbound (or outbound if users are utilizing direct dial numbers).
Dialed Number: Search if someone internally dialed a particular number outbound, or a particular number was dialed inbound (helpful if you have multiple numbers that route differently).
Call Type: Search for Inbound, Outbound, or Missed Calls within the timeframe you have set.
Once you select "Filter", the search criteria will be applied and searched. Your filters will be displayed next to the filters button. To remove an additional filter that is not needed, you can simply click the "x". A timeframe is the only required filter criteria.
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