CDR Log

The CDR (Call Detail Record) log includes details of all incoming and outgoing call data for a specific project. Data includes details such as caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings.

Table of Contents

• Accessing the CDR Log Interface
• CDR Log Overview
• To Listen to a Call Recording
• To Download a Call Recording
• To Filter Log Entries Based on Minimum Talk Time
• To Modify Record Details
• Including Specific Database Fields in the CDR Log
• To Mark Which Database Fields to Include
• Displaying special CDRs
• Special CDRs
• Example

Accessing the CDR Log Interface

1. Select a project from the project list, then select report.menu.label > cdr.menu.label.
2. Set the time period you need the log for.
3. Optional: press for more filtering options.
4. Press ii_find.button.label.

CDR Log Overview

Former name	Name	Description
Nr	cdrid.treecol.label	cdrid.treecol.tooltip
		play.treecol.tooltip
		download.treecol.tooltip
		qm_icon.treecol.tooltip
Project identifier	projectid.treecol.label	projectid.treecol.tooltip
uuid	uuid.treecol.label	uuid.treecol.tooltip
Short call identifier	shortid.treecol.label	shortid.treecol.tooltip
Source	source.label.value	source.treecol.tooltip
Destination	destination.label.value	destination.treecol.tooltip
Destination Name	destination_name.treecol.label	destination_name.treecol.tooltip
Direction	direction.label	direction.treecol.tooltip
Agent	agent.label.value	userid.treecol.tooltip
External extension	extension.treecol.label	extension.treecol.tooltip
UniqueID	numberid.label.value	numberid.treecol.tooltip
Start time/Answer time	start_ts.treecol.label	start_ts.treecol.tooltip
Billing starttime	billing_ts.treecol.label	billing_ts.treecol.tooltip
Callback date	next_calldate.treecol.label	next_calldate.treecol.tooltip
Prework	prework.treecol.label	prework.treecol.tooltip
Ring time	ringtime.treecol.label	ringtime.treecol.tooltip
Billing time	billingtime.treecol.label	billingtime.treecol.tooltip
Talk time	talktime.treecol.label	talktime.treecol.tooltip
Hold	hold.treecol.label	hold.treecol.tooltip
Afterwork	afterwork.treecol.label	afterwork.treecol.tooltip
Sum work time	sum_work.treecol.label	sum_work.treecol.tooltip
Dialer	dialer_queue.label	dialermode.treecol.tooltip
Disconnect Cause (code)	dc.treecol.label	dc.treecol.tooltip
Audio file status	rec_status.treecol.label	rec_status.treecol.tooltip
Archived at	rec_archived_time.treecol.label	rec_archived_time.treecol.tooltip
		cdr_to_trash.treecol.tooltip
		cdr_delete.treecol.tooltip
Queue	queue.label.value	queueid.treecol.tooltip
Time in queue	queuetime.treecol.label	queuetime.treecol.tooltip
Time spent before queue	beforequeuetime.treecol.label	beforequeuetime.treecol.tooltip
Disposition	dispositionid.treecol.label	dispositionid.treecol.tooltip
Disposition comment	disposition_comment.treecol.label	disposition_comment.treecol.tooltip
Outcome	dispositionreach.treecol.label	dispositionreach.treecol.tooltip
Type	dispositionstatus.treecol.label	dispositionstatus.treecol.tooltip
Rate (QM)	qm.treecol.label	qm.treecol.tooltip
Unit price	pricetag.treecol.label	pricetag.treecol.tooltip
Currency	currency.treecol.label	currency.treecol.tooltip
Prefix price	prefixprice.treecol.label	prefixprice.treecol.tooltip
Billing minutes	billingminutes.treecol.label	billingminutes.treecol.tooltip
Call price	callprice.treecol.label	callprice.treecol.tooltip
Scores	vcc_score.treecol.label	vcc_score.treecol.tooltip
Hung up by	hangup_disposition.treecol.label	hangup_disposition.treecol.tooltip
Trashed by	cdr_trashed_by.treecol.label	cdr_trashed_by.treecol.tooltip
Deleted by	cdr_deleted_by.treecol.label	cdr_deleted_by.treecol.tooltip

Note: Click here to view the Hungarian version of this table.

Tip: Add or remove additional information columns by using the button.

To Listen to a Call Recording

1. Select a project from the project list, then select report.menu.label > cdr.menu.label.
2. Set the time period you need the log for.
3. Optional: press for more filtering options.
4. Press ii_find.button.label.
5. Hover your mouse over a call record, then press .

To Download a Call Recording

1. Select a project from the project list, then select report.menu.label > cdr.menu.label.
2. Set the time period you need the log for.
3. Optional: press for more filtering options.
4. Press ii_find.button.label.
5. Hover your mouse over a call record, then press .

To Filter Log Entries Based on Minimum Talk Time

1. Select a project from the project list, then select report.menu.label > cdr.menu.label.
2. Set the time period you need the log for.
3. Press for more filtering options.
4. Select the extended.tab.label tab.
5. Enter a value in the minTalkTime.label field.
6. Press ii_find.button.label.

To Modify Record Details

1. Double-click a log entry.
2. Select the record.tab.label tab, then make the required changes to the datasheet or script pages.
3. Select the events.tab.label tab, then make the required changes to the disposition set previously, or view all related data to the record you chose.
4. Press ii_find.button.label.

Tip: This allows you to modify what an agent set in a record, including any input in the datasheet or script page, the selected disposition, and the callback time.

Including Specific Database Fields in the CDR Log

You can include up to 10 database fields in the project-specific CDR Log. Fields you choose to include will also be included in the CDR exports.

To Mark Which Database Fields to Include

1. Select a project from the project list, then select database.menu.label > fields.menu.label.
2. Select an existing field, then select an option from the includeInCdrLog.label drop-down list.
3. Press values_add.button.label.

Displaying special CDRs

You can define in the Extended filtering whether you would like to display special CDRs or not (it is displayed by default).

Special CDRs

Special CDRs are in general not billed for and could include the following:

1. Calls where the agent has initiated attended or blind transfer, but ultimately the call was not transferred successfully
2. Calls made within internal systems
3. Calls initiated manually by an agent, but declined by the recipient (e.g. busy signal)
4. Calling VCC Live support from the tool
5. Transferred leg of a transferred call after an inbound call to a toll-free number

The CDR log can still include multiple CDRs for the same call after excluding special CDRs in case it was successfully transferred (applies to both inbound and outbound calls)

Example

An inbound call is answered by an agent. The agent uses attended transfer to discuss the caller’s question with a colleague. The colleague advises to transfer the call to an external number. The attended transfer is ended by the agent and the call is moved to an external number with a blind transfer.

In this example, non-special CDRs displayed include:

• inbound call for the agent
• blind transfer to an external number (if picked up)

Special CDRs displayed include:

• attended transfer attempt to the colleague with the call reclaimed by the agent
• blind transfer to an external number (if not picked up)