The Call Records report allows you to view selected information about each call. For example, you might have a caller that complained about being put on hold three times and then transferred. This report gives you this type of information about a call.
Note:
The call record data is not filtered for tenant access and can include information about entities like agents, skills, trunk groups, vdns, and vectors which are not assigned to the tenant. Therefore, to prevent the tenant user from viewing these CMS entities, the tenant user is denied access to the following report:
Here are some things to know about this report:
Call Records allow you to view information about particular calls. Each call is represented by one or more records, because a new record is created whenever the call is conferenced or transferred. However, all records for a particular call will have the same call ID, so that you know the records represent the same call.
With call records, the call is tracked up until it is transferred or conferenced. At the point of a conference or transfer, a new call record is generated for the call.
The standard Call Records report is provided as a model for customized call record reports. Most call record reporting will need to be done from Designer reports tailored to your needs.
If you are customizing the Historical Call Record report with Report Designer, the Disposition report field will display the numerical values for DISPOSITION, and not the state names. For more information, see the Avaya Call Management System Database Items and Calculations document. .
For a complete listing of the call record historical database items, see the Avaya Call Management System Database Items and Calculations.
The call_rec table includes many items that are not displayed in the standard report.
This report gives you information on specific calls. It is based only on the start and stop dates and times that you enter.
The database items for the Call Records report are stored in the call_rec table.
