Call History and Recordings

To monitor in real time which unanswered calls have already been processed and which have not, use the Missed Calls Control filter and color markers in the missed status table.

Using the Missed Calls Control filter you can easily find missed calls that employees did not call back or could not get through to.

Colored markers of missed call processing statuses are located in the very right column of the table. These markers will help you understand the status of each unanswered call: whether the employee called the customer back or the missed call remained unanswered.

To exclude spam calls, identify suspiciously short or overly long conversations that require attention by using the Call duration filter.

When setting up a filter, you can select standard values ​​or add your own. For the latter in the drop-down list of the Call duration filter, click Add duration.

In the window that opens, specify the required call duration (from 1 second to 60 minutes) and click Add.

After this, the Added section will appear in the drop-down list, where all the created values ​​will be located.

After selecting the required call duration from the drop-down list, click Apply. Only the calls that exceed the specified time will remain in the table. In our example, these are all calls from 1 min. 30 sec.

To change or delete an added call duration, in the Call duration filter hover over the required value and click the gear icon to the right of the time.

In the window that opens, correct the duration or delete it by clicking the trash can icon.

Confirm deleting the added call duration.

Evaluate employees' real performance by calls received during business hours. To do this, set the business-hours interval in the Call start time filter.

To avoid entering the same interval manually every time, save it as a work schedule. Go to the Work schedule tab and select a recommended schedule from the drop-down list, or create your own.

To create your own work schedule, click Add schedule.

In the window that opens, enter the schedule name and employees' working hours.

You can also specify a lunch break. To do this, move the Hide calls during the break toggle to the right and enter the required interval. Then, when the Call start time filter is used in Call History, calls that started during the break will not be displayed. Click Add.

The schedule name will appear in the drop-down list. If you need to change the schedule settings, hover over the required item in the list and click the gear icon.

To delete a work schedule, click Delete schedule in the lower-right corner.

When the filter is set up, click Apply at the bottom of the filter sidebar. Call History will show calls that started during the selected work schedule.

When you select the Through the department filter, you will see incoming calls that were directed to the specified department, and outgoing calls of this department employees from shared company numbers. In this filter you can select not only active, but also deleted departments that worked with calls during the selected period.

In the Call participants filter you can not only select each employee individually, but also set up a filter for all employees of the required department at once. When you select all employees of the department, all calls involving each employee will be displayed in the history, including direct calls to extension numbers. The Call participants filter also shows call attempts, which helps you monitor the total number of incoming calls for each employee.

Use the unique call filter: it counts customers. For example, if Customer A calls the company 3 times and Customer B calls 4 times, there will be 7 calls in total, but only 2 unique calls.

If your company does not use a CRM, the unique call filter can help you find out: How many leads called the company. On the Incoming tab, each unique call is a customer who called the company for the first time during the selected period. To find all missed leads, select the Didn't call back and Unsuccessfully called back statuses in the Missed сalls сontrol filter.

How effectively employees call customers. On the Outgoing tab, the quantity of unique calls shows how many customers employees managed to call.

The unique calls filter also shows the total number of calls for each customer. To view the full communication history with a customer, click their number.

To make sure you can see at any time the principle by which calls are sorted, the selected filter values ​​are pinned above the call table. Each set parameter is in a separate gray badge. To quickly cancel the selection of an unnecessary filter value, click the cross in the corresponding badge. The table will be updated according to the remaining parameters.

If you want to cancel all selected filters at once, click Reset selected next to the gray filter badges or in the Filters sidebar.

Sometimes it is important for a manager to see in History not the employee who ended the call, but the one who answered it. By default, the column displays the one who ended the call. To change this setting, click on the gear icon under the search bar.

In the window that opens, select the The employee who answered the call display option and click Save.

With this Employee column display you can monitor the work of secretaries and administrators — filter and listen to all the calls they have taken to make sure that these employees are following the communication standards of the company.

Also, if a lot of irrelevant calls are transferred to employees, you can figure out who exactly does it. With the default settings of the Employee column, filter calls by employees who complain about irrelevant requests, and then change the display of the Employee column and see those who answered these calls.

To export the call history to Excel, click the icon in the upper-right corner above the call list.

By exporting the data to Excel, you can build more advanced reports when needed.

You can download call recording files for extended storage purposes, as they are retained on the server for one year from their creation. Besides, you can easily integrate such recordings into CRM and other systems.

You can use any FTP client for downloading. It's better to:

• enable passive mode for file transfer.
• increase the server response timeout to the maximum or disable it.

Any Cloud PBX user with the Administrator status can download the files.

Access parameters:

• Server address: ftp://records.secure.cloud-pbx.io.
• Login: your account login with the Administrator status in the owen@company.cloud-pbx.io format.
• Password: your password.
• Port: 21.

The files are located in Recordings catalog and organized in subcatalogs based on the date in the YYYY-MM-DD format:

Inside the folders, the recording files have names following the anna_out_2022_10_10-12_49_26_490302343341.mp3 pattern where:

• owen — the name of the employee who handled the call (pbx_voicemail_vm means that the message was sent to the voicemail).
• in — the call type (out for outgoing, in for incoming).
• 2022_10_10-12_49_26 — the date and time.
• 490302343341 — the customer's phone number.