Call events

This view can be accessed in from top right corner of Service calls. https://benemen.atlassian.net/wiki/spaces/PD/pages/2391769244

Note: with certain user permissions, the user has no access to Service calls and is directly taken to Call events from Calls in navigation.

Call events view lists organization’s direct and service calls and their details. Calls can be searched and filtered with different criteria.

Time range allows you to search calls between start and end dates and times. The selected range must be 31 days or less.
User - User who was involved in a specific role in a call.
Number - Source or destination phone number can be used to search. Use the whole number or beginning of the number. For example, +35812345 or +35812.
Filtering options opens a new dialog with more options. See below.
Search by Call ID - A unique identifier for each call. It can be used to search for a specific call.

The list can be sorted by any of the column headers. For example, you can sort answered calls at the top.

The list has columns for:

Start time - Start date and time for a call. An icon in front represents the direction and call result.
User - User who was involved in a specific role in a call.
Type - Direct call or Service call.
Direction - Called or received.
Call result - Status where the call ended. See above.
Source number - Phone number or name of the caller.
Destination - Phone number or name of the call destination.
Recording - Represented with a icon if the call has a recording.
Duration - Length of the call from start to end.

List rows can be clicked to display call details. See below.

At the bottom of the list, pagination controls allow you to select how many rows are displayed at same time. You can then move between the pages. You can choose from different row amounts depending on how many rows your list has.

Filtering

Filtering dialog is opened from Filtering options link.

A dialog is opened with options for detailed filtering:

Filtering options are:

Type - Direct call or Service call.
Direction - Called or received.
Call result is the status where the call ended. Multiple can be selected.
- Answered - Call was answered.
- Not answered - Call was not answered. Red color.
- Transferred - Call was transferred to an external target. Yellow color.
Include allocated calls - includes allocations along with the selected call results.

Call details

Clicking on any row on the list opens the call details in a separate dialog.

Call details lists the same information as the list view described above. Additional information is displayed too, such as Call id and user who was involved in the call.

Call recording can be played back here.

A link to Service calls is displayed if the call was a service call. Following the link gives more information and access to Event log.

If source or destination numbers can be matched with the directory, then the actual contact names are displayed before the phone numbers.

Privacy can be changed depending on the current selection. See more below.

If the call privacy is set to “Private” or “Work”, you can change it within 14 days from the call view in the user interface. "Undefined" calls can be classified for a longer period.

If the privacy class is Work, the call is processed as a service call, where the company is a party in communication. Service call settings and rules are applied to call visibility in user interfaces and reports, call recording retention times and access rights, and to data transfers to other systems. All processing is done securely, and the data is available only to those who need it in their work tasks. User-based data is valuable in developing customer service, skills and resourcing.

If the privacy class is Private, call information at personal level is visible only for you. Call recordings are not accessible by others, and their retention time might differ from service call retention times, depending on the service subscriber’s settings. The calls are aggregated to summary level without personal information in reports and other statistical analyses, unless there is a legal obligation or similar need to show detailed information, like the obligation to itemize calls to premium/value-added service numbers on an invoice.

If the privacy class is Undefined, the call is processed like a private call, unless the corporate subscriber has not instructed other type of processing and provided a legitimate condition for processing.

Transcripts

This tab shows the call recording as text. Please note this is an optional feature and may not be activate for you. See more at https://benemen.atlassian.net/wiki/spaces/PD/pages/2694578197