Check Unified Call History

Overview

The Unified History provides a true full view of call transactions for all of the subscribed applications.To check the Call History, please follow the steps below:

1. Click on the Profile icon
2. Choose Manage Organization
3. Go to Call History
4. Select:
   • View:
     • Me – Personal history
     • Everyone
     • Teams – Assigned Teams
   • Date Range: Available within a year (started from 1/1/2021)
   • Additional Columns:
     • Original Called Number
     • Talk/Total Duration
     • Call Recording/Voice Mail
     • Wallboard
     • Flow
     • DNC

Call History Design

The call transaction is divided into 2 levels:

1. Call Transaction Level

• Main Transaction:
  • Contains every basic information about a call that a user with minimum experience about call flows can still understand.

Call Type	Definition
Incoming	Calls come from outside the B3networks system.
Outgoing	Calls initialized inside the B3networks system.
Forwarding	Calls come from outside the B3networks then be forwarded to outside B3networks again.

2. Leg Transaction Level

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

Call Type	Definition
Incoming (First Leg)	The incoming call connected to destination party such as:An IVR treeAn automation botA SIP endpoint (IP Phone, BizPhone mobile, Bizphone desktop, etc…)
Outgoing (First Leg)	The Caller connected to the system.
Outgoing (Second Leg)	The Caller connected to the Destination party.

Call Status

The system will base on the below priority order to determine the call status.When to apply this:

• In the call flows where the destination has multiple active devices (Mobile, Desktop, IP Phone…).
• In the call flows where there are multiple destinations.

Order	TXN STATUS	DEFINITION
1	answered	The call is answered by the recipient
2	unanswered	The caller waits until the line is automatically cut by the system because the recipient doesn’t pick up the call
3	busy	The recipient declines the call or the recipient is on another line
4	cancel	The caller hangs up before the recipient picks up the call
5	blocked	The call is blocked by DNC
6	failed	The call is failed to initiate or failed to reach the recipient’s devices

Access Control

Generally, there will be 3 roles:

1. The User (Personal scope)
   • Can only access his/her own call transactions
2. The Team Member (Team scope)
   • Can access his/her own call transactions
   • Can access his/her teams call transactions
3. The Owner/Admins (Organization scope)
   • Can access all call transactions of the organization

Click HERE to know how to give permissions to your members.