Skip to main content

Communication Hub: Call History

Overview​

The Unified History is a place that keeps the records of all call transactions within the Organization. It will provide:

  • Basic details - Call Directions (Incoming/Outgoing calls), Phone Numbers, Extension Numbers, Date & Time, etc.
  • Advanced details - Call Result, Call Metadata, Call Journey, Call Recording, Voicemail, etc.

Note:​

  • Data in Call History will be stored up to 1 year since the date the call is created.
  • It takes a few mins (max: 5 mins) for the data to appear on the portal after the call ends. Longer call duration will require longer processing time.
  • The SLA of call recording uploading on Unified History is 24 hours. The call recording uploading process takes up to 1500 seconds (25 minutes). This value is decided based on a ratio of 1:100 compared to the maximum talk time of 4 hours, with an additional 1 minute accounted for as overhead time for the file upload process.

 

Checking History​

To check the Call History, please follow the steps below:

  1. Go to the Communication Hub, choose the Call Historytab
  2. Select:
    • View:
      • Me - Personal History
      • Everyone - All Organization History
      • Teams - Assigned Teams History
    • Date Range: Available within a year (started from 1/1/2021)
    • Advanced Search:
      • Call Recording/Voice Mail
      • Call Type
      • Call Result
  3. Select a specific call transaction to see in detail
  4. Click the Information icon (ℹ)- Call Metadata

Call History Design​

The call transaction is divided into 2 levels:

  1. Main Call Transaction
  2. Call Leg Transaction

1. Main Call Transaction​

It contains every basic information about a call that a user with minimum experience about call flows can still understand. Including:

TXN UUID​

TXN UUID stands for the Universal Unique Identifier of the Transaction. 

  • It is copiable
  • It is capable to search in the searching box.

   

Type​

Type of the call can be:

  • Incoming
    • Calls come from outside B3 system
  • Outgoing
    • Calls initialized inside B3 system
  • Forwarding
    • Calls come from outside B3 then are forwarded to another endpoint

   

Time​

The time when the call started.

   

Caller​

The party who initializes the call, it can be from:

  • Phone Number (External Call)
  • Extension (Internal Call), including:
    • Extension Key
    • Extension Label
    • Extension Device
      • IP Phone
      • Mobile
      • Desktop
      • Web Phone
      • MSISDN/SIM

***Note: In some Outbound use-cases like:

  • Call Center Auto Dialer
  • Callback with Ring All Devices

It can have multiple outgoing legs dialed sequentially or simultaneously. Hence, the From is the outgoing leg who picked up the call first.

   

To​

The party who FIRST answers the call. As 1 call can have lots of participants who join to answer the caller, the system will pick the first participant who answered the call to display in the To column.

It can be to:

  • Phone Number (Called Party Number)
  • Extension
    • Extension Key
    • Extension Label
    • Extension Device
      • IP Phone
      • Mobile
      • Desktop
      • Web Phone
      • MSISDN/SIM
  • Sip Usermane
  • User Origin Inputs (Outbound Only) - The digits input by user when making outbound call.

   

Talk / Total Duration​

 

  • Total Duration = Call End Time - Call Start Time
  • Total Talk Duration = Call End Time - First Answer Time (Detected by the Leg Transaction)

   

Result​

Results of the call, values list:

  • Answered
  • Unanswered
  • Busy
  • Cancel
  • Blocked
  • Failed

 

Note:​

  • Usage Limit for Outbound Call Duration

Owner/Admin of the Organization can set the Usage Limit in Duration (minutes) for Normal Phone System Extension (without the Contact Center license assigned). The limit will automatically reset on the 1st day of the next month.

  • Logic:

If the Limit is reached before the extension makes the outgoing call

  • The call will not go through
  • The caller will hear a warning Message: “Your extension has reached limit usage this month. Please contact your admin to assist further."
  • Display call hangup reason: “Reached Usage limit”

If the Limit is reached during the ongoing call

  • Do not drop the call
  • Let the user finish/end the call by himself
  • The next call will be blocked due to Usage Limit being exceeded

 

 

   

2. Leg Transaction Level​

Sub Transaction:

  • Contains detailed information about every participant who has ever joined a call.

Leg UUID​

Leg UUID stands for the Universal Unique Identifier of the Call Leg Transaction. 

  • It is copiable
  • It is capable to search in the searching box.

 

Note:​

Previously, when a user chose Ring All mode in the Devices tab, the UI didn't show all the Failed legs. Now all the legs for Ring All calls (under Everyone view) are visible in the system.

  • A drop-down button next to the leg UUID will be displayed with tooltip: Show hidden rung devices. When users will click on it, it will show all the hidden rung devices.

* When call legs are shown, a button next to the leg UUID will be shown with tooltip: Hide hidden rung devices. When users will click on it, it will hide all the hidden rung devices.

 

   

Type​

The type of the call can be:

  • Incoming
    • Calls come from outside the B3 system
  • Outgoing
    • Calls initialized inside the B3 system
  • Forwarding
    • Calls come from outside B3 and then are forwarded to another endpoint

   

Start Time​

Begin time mark of the Call Leg

   

End Time​

End time mark of the Call Leg

   

Caller ID​

The Caller ID will be displayed on participant devices.

   

Participant​

The Participant Endpoint information:

It can be to:

  • Phone Number (Called Party Number)
  • Extension
    • Extension Key
    • Extension Label
    • Extension Device
      • IP Phone
      • Mobile
      • Desktop
      • Web Phone
      • MSISDN/SIM
  • Sip Username

   

Result​

Results of the call, values list:

  • Answered
  • Unanswered
  • Busy
  • Cancel
  • Blocked
  • Failed
  • Delegated
    • The call is delegated to someone else

   

Call Recording / Voicemail​

Call Recording and Voicemail files are:

  • Tied to the Call Leg transaction
  • Played directly on Call History
  • Downloaded

*Note: Maximum duration of VoiceMail = 3 minutes

Call Recording disrupted indicator:

If a call recording file is not complete due to disruption caused by any technical reason, there will be an error icon(with a pop-up note) beside the download icon to indicate a disrupted call recording file. 

*Note: The user can still play / download the call recording file if they have proper permission.

   

Call Result Determination Method​

ResultCall TypeDefinition
AnsweredIncomingThe incoming call was successfully connected to destination party such as:* An Auto-Attendant tree * An automation bot * User’s devices (IP Phone, mobile, desktop, etc…) and the party picked up
AnsweredOutgoingThe outgoing call was successfully connected to the destination
AnsweredFowardingThe incoming call was successfully forwarded to the external destination
UnansweredIncomingThe incoming call was successfully connected to the user’s devices (IP Phone, mobile, desktop, etc…). Caller waited until reaching the total ring time configured by the user => the call was hung up by the system.
UnansweredOutgoingThe caller was successfully connected to the system and the destination party did not pick up the call
UnansweredFowardingThe caller was successfully connected to the system and the forwarded destination party did not pick up the call
BusyIncomingThe destination party of the incoming call was on the another call or rejected it
BusyOutgoingThe destination party of the outgoing call was on the another call or rejected it
BusyFowardingThe destination party of the forwarding call was on the another call or rejected it
CancelIncoming* The incoming call was successfully connected to the destination, but hung up before the user picked up * The incoming call was successfully connected to the destination but then the system received cancel request from user’s device, telco provider,... before the user picked up * Non-working hour/Public Holiday, predefined Action = Hang Up.
CancelOutgoingThe caller of the outgoing call cancelled the call before the destination picked up
CancelFowarding* The incoming call was successfully forwarded to the external destination but hung up before the forwarded destination picked up * The incoming call successfully forwarded to the external destination but then the system received cancel request from user’s app, telco provider,... before the user picked up
BlockedIncomingThe incoming call was blocked to connect to the users by their inbound call filter settings (reject anonymous calls or specific numbers).
BlockedOutgoingThe outgoing call was blocked to connect to destination party by consent (DNC) or the organization’s outbound call rule.
FailedIncomingSystem failed to connect the destination party of the incoming call.
FailedOutgoingSystem failed to connect the destination party of the outgoing call. There are some edge cases for the outgoing call to be marked as Failed, such as Internal Call is not allowed*(enabled from the backend).*
FailedForwardingSystem failed to forward the incoming call to the destination party

Call Status Favored Order for Main Transaction Level​

The system will base on the below priority order to determine the call status 

Priority OrderCall Status
#1Answered
#2Unanswered
#3Busy
#4Cancel
#5Blocked
#6Failed

Call Metadata​

Call Metadata Panel is a place to display the advanced information related to call transactions.

Compliance​

PDPC Information:

  • Bypass Reason
  • PDPC ID
  • Action:
    • Block
    • Go through

   

Original Called Number​

The First Phone Number received the call when it reached the system. 

   

Contact Center​

Call Journey Information:

  • Auto Attendant Workflow Name
  • Auto Attendant Call Journey

   

Contact Center​

Queue Name

Clicking on the hyperlink leads to Communication Hub > Queues > Completed Calls.

   

Flow​

Execution Information:

  • Flow UUID
  • Flow Execution UUID
  • Execution Time

   

Participants​

Agent Information:

  • Extension Key
  • Extension Label

Agent Status:

  • Available
  • Busy
  • Away
  • Offline

Agent Actions:

  • Ring Devices
  • Ring Delegates
  • Forward Calls
  • Play Message
  • Record Voicemail
  • Hangup

Ex: 

  • #101 - Academy - Available - Ring Devices
  • #102 - B3networks - Busy - Hangup

   

Access Control​

According to the privilege of the Admins, they can see the history as follow:

1. Personal View (Me)​

Personal View displays:

  • Call Leg Transactions that tied to their identity UUID
  • Recording Files that tied to their call leg transactions

   

2. Team View​

Team View displays:

  • Call Transactions that tied to the Members of the Team
  • Call Leg Transactions that tied to the Members of the Team
  • Call Recording Files and Voicemails that tied to the Members of the Team

   

3. Organization View (Everyone)​

Organization View displays:

  • Call Transactions of the Organization
  • Call Leg Transactions of the Organization
  • Call Recording Files and Voicemails of the Organization