Managing Customer Call History

Call History is an important part of managing customer satisfaction and increasing retention.

Your Call History Tab will display the Call Data Record (CDR), which includes original destination, Extension/User reached, duration, and other call details.
The Call History Tab also displays add-on features that are not part of the original CDR such as the Call Recording (if enabled on your domain), Cradle to Grave, and the Notes option.
Users with Manager/Admin permission levels will be able to listen to and download Call Recordings for the domain.

How Can I Access the Domain's Call History?

Users with Manager/Admin permission levels will be able to view Call History for the domain. Call Center Supervisors will be able to view Call History for the Call Queues that they have been assigned to manage.

You must be in the Manager View to view Call History for the domain. If you are not in the Manager View, click Manage Organization or Manage Call Center. Then choose the Call History Tab.
A list of the calls made and taken for the specified date range will be displayed in the Call History list. You will be able to view the original phone number dialed, Extension the call reached (if any), and even the Release reason.
To change the dates, type of call, Department/Site, or Extension, click Filters.

Make your selections and then choose Filter.

How Do I Read the Destination Locations?

The Destination of the call is where the call connected or disconnected.

To Destination	Definition
200, 201, 202, etc.	Call was answered by the extension. Extensions on the Clarity system are typically in the 200 range. Some extensions may be in the 1000 – 2000 range.
300, 301, 302, etc.	Caller disconnected the call while their call was ringing in a Call Queue. Call Queues on the Clarity system are typically in the 300 range.
SpeakAccount	Caller disconnected the call while listening to a voicemail greeting.
nms	Caller disconnected the call while listening to the Auto Attendant greeting.
VMail (200)	Call was answered by voicemail. The extension receiving the voicemail is also displayed.
SpeechCommand	If Speech-to-Text is enabled in the Auto Attendant, this will display, if the caller disconnects during the Auto Attendant greeting.
Call Queue	Caller disconnected the call before an Agent/Employee in the Call Queue answered the call.

Can I Manually Download Call History?

Yes, you can Export a list of the Calls made, right from the Call History list. The exported list will include the Call History of the call. Additional add-on features, such as Call Recordings are not part of the CDR and will not download with this list.

You must be in the Manager View to view Call History for the domain. If you are not in the Manager View, click Manage Organization. Then choose the Call History Tab.
A list of the calls made and taken for the specified date range will be displayed in the Call History list. You will be able to view the original phone number dialed, Extension the call reached (if any), and even the Release reason.
To change the dates, type of call, Department/Site, or Extension, click Filters.

Make your selections and then choose Filter.

Click Export.
A csv of your Calls will automatically download.

Can I Schedule a Download Call History?

Some Plans and permission levels include the ability to schedule an Export of the Call History. The exported list will include the Call History of the call. Additional add-on features, such as Call Recordings are not part of the CDR and will not download with this list.

You must be in the Manager View to view Call History for the domain. If you are not in the Manager View, click Manage Organization. Then choose the Call History Tab.
Click Scheduled Exports.
Click New Export.
A pop-up window will appear. Make your selections. Then, click Next.
View the Options available for your selected report. Make your selections, if any. Click Add when complete.

What About Call Recordings?

Users with Manager/Admin permission levels will be able to listen to and download Call Recordings for the domain. Call Center Supervisors will be able to listen to and download Call Recordings for the Call Queues that they have been assigned to manage.

You must be in the Manager View to view Call Recordings for the domain. If you are not in the Manager View, click Manage Organization or Manage Call Center. Then choose the Call History Tab.
A list of the calls made and taken for the specified date range will be displayed in the Call History list.
To change the dates, type of call, Department/Site, or Extension, click Filters. Note: Call Center Supervisors will want to use Filter to access the Call Queues that they have been assigned to manage.

Make your selections and then choose Filter.

Highlight any call and additional options will appear to the right of the selected Call. You may:

Download the Call Recording (if Call Recording is enabled for your domain).
Listen to the Call Recording (if Call Recording is enabled for your domain).

What is Cradle to Grave?

The Cradle to Grave feature provides a comprehensive overview of a phone call, from beginning to end. This feature empowers Users to track Call Routing and helps increase efficiency.

In Call History, just highlight the call you would like to view. Click the Cradle to Grave icon.

Example:

This Cradle to Grave shows:

Ext. 221 called ext. 200
Ext. 200 began ringing <1 second
Ext. 200 answered the call within 2 seconds
Ext. 200 placed ext. 221 on hold for 30 seconds
Ext. 221 hung up the call

Need More Information About Our Options and Features?

Try our Portal Guides! Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section.

Admin/Manager Guides

Admin Guides include both the Manager and Extension View capabilities for your Portal.

Only have access to your own Extension?

Your Extension has access to your Voicemail, Profile Settings, Extension Routing, and more!

Want to Learn About "Live Call Monitoring"?

Go here for more information: Live Call Monitoring ("listen in").

Want to Learn About Call Notes and Disposition?

Go here for more information: Customized Call Disposition.

Want to learn more about Call History or Call Recordings?

Give our Customer Service Team a call at 1-800-676-3995! We are available Monday-Friday 8am-9pm EST.

Prefer to open a Request? Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.

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Managing Customer Data (recordings, history, and more!)

Managing Customer Call History