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Call Records

This page provides detailed instructions on querying and managing call records in the Call Center platform, including search filters, field descriptions, and recording-related operations.

Overview

The Call Records feature allows you to query and review detailed information for all inbound and outbound calls in real time or from historical records. It is suitable for call quality monitoring, business verification, and dispute resolution. Users can search call records using multiple criteria, such as call time, extension number, phone number, and call status. The feature also supports online playback of call recordings, downloading audio files, and viewing call transcriptions. All records are stored in the system logs for future reference.

Accessing the Feature

After logging in to the Call Center platform, navigate to Calls > Call Records (or Reports > Call Details) to open the Call Records page.

Feature Description

Search Call Records

On the Call Records page, the filter bar provides the following search options:

  • Call Time: Required. Select a date and time range (for example, Last 24 Hours or Custom Range). Only records within the selected period are displayed.
  • Extension Number: Optional. Enter an extension number to view all calls handled by the corresponding agent.
  • Caller/Callee Number: Optional. Enter a full or partial phone number to perform a fuzzy search for matching records.
  • Call Type: Select from Manual Call, API Call, Double Call, Predictive Outbound Call, or IVR Call.
  • Call Direction: Select Inbound or Outbound.
  • Call Status: Select Answered or Unanswered to quickly locate specific call records.

After configuring the search criteria, click Search. The results list is refreshed immediately to display the matching records.

Each call record includes the following key information:

  • Basic Information: Caller Number, Callee Number, Extension Number, and Call Direction (Inbound or Outbound).

  • Call Information: Call Type (for example, Predictive Outbound Call), Hang-up Party (Caller or Callee), and the IP addresses of both parties.

  • Time Information:

    • Call Time: The time when the call was initiated.
    • Answer Time: The time when the call was answered.
    • End Time: The time when the call ended.
    • Wait Time: The time elapsed between ringing and answering.
    • Talk Time: The actual duration of the conversation, displayed in seconds or minutes.
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