Basic Search Options

The Call Search feature enables you to locate specific calls or patterns using a range of input options.

This tool is particularly useful when investigating customer-reported issues, allowing you to pinpoint the exact call, identify the responder, and review metrics such as time to answer, call duration, transfer details, and more.

The Search Options available with a basic (default) search are:

• From Date
• From Time
• To Date
• To Time
• Search Number

Clicking the ‘From Date’ or ‘To Date’ fields opens a calendar pop-up for effortless date selection. Alternatively, you can manually enter a date if preferred.

Note: The page defaults to today’s date when first loaded.

For the time fields, selecting them displays a list of available time options in hourly intervals for both start and end times.

Advanced Options:

• Call Status: Enables you to filter “Answered”, “Unanswered” or "All" calls.
• Exact Matching: Enabling this option removes the default partial search matching. Eg. Searching “800” will only return exact and will NOT return “1800” calls.
• Exclude Internal: Will exclude internal calls from the search results.

The Search Number field allows you to enter a specific number to search for.

By default, partial matches are included in the results.

Example: Entering "800" will return calls involving extension 800 as well as numbers containing "800," such as "1800."

To run a search, click the blue Search button. Results will appear as:

Each matching search results will display the following columns;

• Date/Time: The date and time of the call.
• Duration: The length of the call in hours: minutes: and seconds.
• Call Status: If the call was “Answered” or “Unanswered”.
• Calling: The number initiating the call. (Eg. Outside number for incoming calls, or the internal extension for outgoing calls).
• Called: The destination number of the call. (Eg. The incoming number for incoming calls, or the number dialed for outgoing calls).
• View: Clicking the “View” icon will display a pop-up that provides you with a breakdown of what transpired with the particular call.

Example of a call details popup window:

At 09:16:09 a call came in from 0386091799 destined for Main Line (8000).

The call entered on trunk SIP (T100) and was answered by Gordon (8011) after 14 seconds.

The call was then transferred (supervised) to Nick (8028) after 48 seconds.

At the top of the page, buttons are available to export search results in PDF, CSV, or XLSX formats. Note that exports include only the table data and exclude the detailed "View" information for individual calls.