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Description
The CDR section allows you to view detailed information about all calls. The information in this section is synchronized with the Webitel telephony server.
Glossary
Term | Description |
|---|---|
| Leg A, Leg B | When a call is made to a phone number, from the point of view of the switch (commutator), there are two parts to the call.
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1. Adding the "CDR" section to the "Contact Center" workplace.
To display the CDR section (Fig. 1), you need to select the "Settings" menu (1), and go to the "System Designer" (2).
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After that, you need to refresh the page in the browser. The CDR section (1) will appear on the left side of the section panel (Fig. 6)
Fig. 6. CDR Section.
2. Overview of the details of the calls in the CDR section.
After opening the CDR section, a register of all calls will be displayed, information about which the system receives from Webitel. You can open any recording, delete it, or listen to the recording of the conversation (see section 4 "Listening to the audio record of the call in the CDR section" and section 5 "Deleting a call record"). To view detailed information about a call (Fig. 7), open the CDR section and select the call of interest from the list. After clicking the "Open" button (1), the call recording page will open.
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Fig. 7. List of calls in CDR.
3. Call recording page.
All information about the call is available on the page of the record (Fig. 8).
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Fig. 8. Sections on the call recording page.
3.1. Record profile.
The main information about the call is placed in the recording profile (Fig. 9).
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Field | Type | Description | Comment | |
|---|---|---|---|---|
| 1 | Line |
| Caller's phone number | |
| 2 | Line |
| Internal user number | |
| 3 | Destination number | Line |
| External number called by the customer |
| 4 | Direction | Line |
| Call direction. May be:
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| 5 | Created by | Lookup | Directory: Contact | Caller's contact |
| 6 | Created time Webitel | Date/Time |
| The time the call was made |
| 7 | Connection time | Date/Time |
| Operator connection time |
| 8 | Response time | Date/Time |
| The time when the communication from.number and to.number took place |
| 9 | Hang up time | Date/Time |
| Call end time |
Fig. 9. Record profile.
3.2. Top field.
The top field of the record page contains information (Fig. 10):
Field | Type | Description | Comment | |
|---|---|---|---|---|
| 1 | Hang up initiator | Directory | Directory: Contact | Depending on who ended the call, the field will have the following values:
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| 2 | Contact | Directory | Directory: Contact | The name of the contact with whom the conversation took place |
| 3 | Satisfaction | Integer | variable | Call rating, received from routing from the telephony system |
| 4 | Reason completion | Line | cause | Description of the reason for ending the call |
| 5 | Account | Directory | Directory: Account | Contractor registered in the database |
Fig. 10. Top field.
3.3. Tab bar.
Consists of (Fig. 11):
- Main information;
- Connected to;
- Attachments and notes;
- Feed.
Fig. 11. Tab bar.
3.3.1. Tab "Main information".
Tab "Main information" contains information about timing, queue, and variables.
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Fig. 14. Detail "Variables".
3.3.2. Tab "Connected to".
Detail fields:
Поле | Тип | Описание | Комментарий | |
|---|---|---|---|---|
| 1 | Name | Line | Record title obtained from Webitel | |
| 2 | Notes | Line | Notes left in the "Files and Notes" tab in a linked post | |
| 3 | Number from | Integer | The number of the subscriber who initiated the call | |
| 4 | Number to | Integer | The number of the person who received the call |
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Рис. 15. Tab "Connected to".
3.3.3. Tab "Attachments and notes".
Additional information about the call, notes, as well as files and links to web resources for this call.
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Рис. 16. Tab "Attachments and notes"
3.3.4. Tab "Feed".
The tab contains section messages related to the current CDR record (Fig. 17). The tab will display all the messages on the CDR feed. It is also possible to write a message. If you want to mention another user in the message, you can type the “@” symbol and start entering the name of the contact. The system will display a list of found records, from which you can select the desired one. After the message is published, a notification will be sent to the mentioned user, which will be displayed on the communication panel. The name of the mentioned contact will be displayed in the message as a link, which, when clicked, will open the contact page.
Рис. 17. Tab "Feed".
4. Listening to the audio record of the call in the CDR section.
To listen to an audio recording of a call, you need to select the call of interest in the CDR section (Fig. 18) and click the "Play" button (1).
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Рис. 19. Listening to the recording in the CDR section.
5. Deleting a call record.
To delete a call record from the CDR section, select it (Fig. 20) and click the "Delete" button (1). After confirmation, the recording will be deleted.
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Fig. 20. Deleting a call record from CDR
6. Manual update of call information in CDR
You can download information about calls from the telephony system to the CDR section manually by running the "Get Calls Analytics" business process. To do this, in the upper left corner of the page (Fig. 21) you need to click on the "Start process" button (1).
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Fig. 22. Launching the "Get calls analytics" business process to manually update information about calls.
7. Automatic update of call information in CDR
The data in the CDR section is downloaded from the Webitel telephony server automatically. The "Get calls analytics" business process runs every 5 minutes by default.