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Call Details Columns

The page provides the description of Call Details Columns, which are applicable to the following report templates:

Columns Description

Attribute Name Description
Call - ID

A Call ID is an ID number that corresponds to the calls within the database

Example: 0ef14074-04c1-11ec-3fc6-fdb2d8784292
Call - Date/Time

Date and time that the given call started

Example: 21 Apr 2022 17:13 PM
Call - Date

Date that the given call took place

Example: Nov 9, 2021
Call - Time

Time that the given call started

Example: 12:34 PM
Call - Duration

Amount of time the call lasted

Example: 1:33
User(s)

Names of the agents who initiated the call

Example: Brian Olson
Groups

Names of the groups the given agent belongs to

Example: Group Mcconnell-Rodriguez
Tenant - Name

Names of the tenant administators. Applicable for a multi-tenant configuration.

Example: Becker-Acosta
Call - Client

Names of the clients/companies registered in MiaRec

Example: ABC
Call - Direction

Shows whether the given call was an inbound, outbound, or unknown call

Example: Inbound
Call - Caller Party Phone number of the calling party associated with this call
Call - Called Party Phone number of the dialed party associated with this call
Call - Caller > Called Shows both the phone numbers of the calling and dialed users
Call - Caller Number Phone number of the calling user
Call - Called Number Phone number of the dialed user
Call - Caller Name Name of the calling user
Call - Called Name Name of the dialed user
Call - Tags Tags associated with this call
Call - Keywords Keywords associated with this call
Call - Topics Keyword topics associated with this call
Call - Topic - Total Score Total survey score for the given call
Call - Topic - Agent Score Agent survey score for the given call
Call - Topic - Customer Score Customer survey score for the given call
Call - Notes Count Number of notes associated with this call
Call - Screen Recordings Count Number of screen recordings associated with this call
Call - File Path Directory where the screen recordings are saved
Call - Parent Call ID ID of a call, which is a parent to the current call
Call - Second Parent Call ID ID of a call, which is a second parent to the current call
Call - PBX Call ID ID of a call, which is assigned by IP PBX. This column is applicable only for supported voip protocols (SIP, Skinny, H.323 and MGCP)
Call - PBX Tracking ID

ID of a call interaction assigned by IP PBX. Usually, IP PBX assigned the same tracking ID to related calls, like transferred from one agent to another.

For Avaya Aura Communication Manager, it is UCID.

For Broadworks, it is extTrackingID.
Call - Orig. Dialed Digits Original dialed digis of a call (applicable to Metaswitch and Broadworks SIPREC)
Call - ACD Number Number of ACD
Call - ACD Name Name of ACD
Call - ACD ID ID of ACD
Call - Redirected From Redirected From Number
Call - Redirected To Redirected To Number
Call - Avaya Agent ID Avaya Agent ID
Call - Avaya Agent Name Avaya Agent Name
Call - Broadworks User ID Broadworks User ID
Call - Broadworks Group ID Broadwors Group ID
Call - Broadworks SP ID Broadworks Service Provider ID
Call - Cisco Near-end GUID Cisco near-end GUID for Cisco Built-in-Bridge recording
Call - Cisco Far-end GUID Cisco far-end GUID for Cisco Built-in-Bridge recording
Call - Cisco Near-end REFCI Cisco near-end REFCI value for Cisco Built-in-Bridge recording
Call - Cisco Far-end REFCI Cisco far-end REFCI value for Cisco Built-in-Bridge recording
Call - Metaswitch System Name Metaswitch CFS System Name
Call - Metaswitch Group Name Metaswitch CFS Business Group Name
Call - Metaswitch User Name Metaswitch CFS User Name
Call - Metaswitch User Extension Metaswitch CFS User Extension
Call - Evaluation Reports Count Evaluation Reports Count
Call - Evaluation Report - Score Evaluation Report Score
Call - Evaluation Report - Min Score Evaluation Report Minimum Score
Call - Evaluation Report - Max Score Evaluation Report Maximal Score
Call - Evaluation Report - Status Evaluation Report Status
Call - Answer Time Date/time when the call was answered.
Call - Disconnect Time Date/time when the call was disconnected.
Call - State

Phase (state) of the call.

State examples:

  • Idle
  • Initiated. The first phase of a call: the caller sent invitation to the callee.
  • Accepted. The callee received invitation and confirmed this.
  • Alerting. The callee started ringing.
  • Connected. The call was answered.
  • Disconnecting. The call was initiated for disconnecting by one of parties.
  • Disconnected. The call was completed (disconnected).
  • Hold. The call was put on Hold.
  • Transferred. The call was transferred to the third party.
  • Deleted. The call was deleted from disk.
Call - On-Demand Recording State

State of the audio recording.

Examples:

  • Active. Call is active at the moment and recording is in progress.
  • Partial recording. Recording of the call was stopped because of not enough licenses.
  • Finished. Call is finished. Audio was recorded in full.
  • Ignored. Call is ignored by recording filters.
Call - Confidential Flag The icon used to mark calls as confidential
Call - Called IP Address Ip-address of a called party
Call - Caller IP Address Ip-address of a caller party
Call - Called Phone ID Unique phone ID of a called party
Call - Caller Phone ID Unique phone ID of a caller party
Call - Voip Protocol

Voip signaling protocol of the call

Supported values:

  • Unknown (not recognized protocol). Call is recorded from RTP packets only
  • SIP
  • H.323
  • SCCP (Cisco Skinny)
  • MGCP
  • Avaya (H.323 protocol with proprietary extensions)
  • Nortel UNISTIM
  • TAPI
  • MGCP PRI Backhaul (it is used between Cisco UCM and Voice Gateway)
  • Alcatel (proprietary protocol used by Alcatel OmniPCX - partially supported)
  • Avaya (passive RTP protocol)
  • Avaya TSAPI + passive RTP
  • SIPREC
  • Cisco Built-in-Bridge (active recording)
  • NEC SIP (proprietary protocol)
  • SIP ED137 radio (passive recording)
  • Cisco Built-in-Bridge (passive recording)
Call - Recording State

Recodring state of a call

Supported values:

  • ACTIVE - Call is in process of normal recording
  • LICENSE_OVERUSAGE - Call is recorded, but it is not possible to playback it due to license over-usage. In this case, the audio file is encrypted. Contact vendor to decrypt such files. This state is valid for both active calls and diconnected.
  • FINISHED - Call recording is finished normally
  • IGNORED - Call is ignored by recording filters. Only call metada is stored in database. The audio file is not created for such calls
Total Inbound Calls Total number of inbound calls
Total Outbound Calls Total number of outbound calls
Total Internet Calls Total number of internet calls
Total Not-Assigned Calls Total number of not-assigned calls