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The  Call view screen displays a live list of calls, showing each call the moment it is received from your telephone system(s) and successfully processed by TIM Enterprise. The call list is are arranged so that the most recent calls are at the top of the list.

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Each call type is colour-coded using a system-wide colour scheme, as follows:

  • Green: Incoming calls
  • Light green: Answered transferred calls
  • Blue: Outgoing calls
  • Light blue: Outgoing non-connected calls
  • Grey: Internal calls
  • Mauve: Internal non-connected calls
  • Red: Abandoned DDI (Direct Dialled In) calls
  • Pink: Tandem calls
Info

The calls you see in the Call view screen pertain only to the area to which the logged-in user has been granted access; administrators see calls from all sites.

Column headers

The Call View screen can be customised by each web user to show only the columns they are interested in. To add or remove columns, click on the Columns tab, which will display the following panel:

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Include a column header in the list by ticking the box alongside each one. Click the Save button to apply your changes.

Each column header displayed in the Call view list is described below:

Field nameDescription
DateThe date the call started.
TimeThe time the call started.
Source

The place from where the call originated.

Route

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the CLI of the caller;
  • for incoming internal calls, this shows either the caller's username or extension number;
  • for outgoing calls, this shows the dialled number.
Destination

The information displayed in this field is determined by the type of call:

  • for incoming calls, this shows the name of the user whose extension answered the call, or the extension number if not available;
  • for outgoing calls, this shows the geographical location that was dialled, or an alias if defined in your contacts list;
  • for internal calls, this shows the extension that was dialled, enclosed in square brackets [ ].
ResponseThe time it took for the call to be answered (in seconds).
DurationThe duration of the call (in hours, minutes and seconds).
CostThe cost of the call.
CLIThe telephone number of the remote caller for inbound calls.
Dialled numberThe number that was dialled in order to reach a particular destination.
Source nameThe name of the person who made the call.
Source IDThe ID of the person who made the call.
Destination nameThe name of the destination called, e.g. Manchester, Tri-Line, London.
Destination IDThe ID of the destination called.
TariffThe name of the tariff table that was used to cost the call, e.g. BT.
Tariff bandThe specific tariff band that was used to cost the call, e.g. International, National, Mobile etc.
Account codeThe account code associated with the call.
LCR DigitsThe Least Cost Routing (LCR) digits used to route the call.
Trunk access codeThe trunk access code used to access a group of channels.
Data sourceThe location where the call originated.
Call referenceAny call reference number associated with the call.
Flags

Any flags associated with a call, as described below:

  • Listen to the recording buttonImage Added  The call has no associated voice recording.
  • Listen to the recording buttonImage Added  The call has an associated voice recording; click on the icon to listen to the call.
  • Score the callImage Added The call has not been scored; click on the icon to score the call.
  • View the scoreImage Added The call has been scored; click on the icon to review scoring information for the call.
  • Add a note buttonImage Added  The call has not been annotated; click on the icon to add a note to the call.
  • Review notes buttonImage Added  The call has one or more associated notes; click on the icon to review the note(s).
  • No legsImage Added  The call has no related transfer legs.
  • See additional legsImage Added  The call has related transfer legs; click on the icon to view all transfers associated with the call.
 
Voice locationThe unique ID of the call recording device that captured audio for the call.
Voice filenameThe unique call reference identifying any voice recording associated with the call.

 

Reordering column headers

Each column header can be reordered by clicking and dragging it to the new location, as shown below:

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Columns can be sorted by clicking the relevant column header, with each click toggling between ascending and descending order.  A small triangle is displayed alongside the column header to indicate the current sorting order.

Info

Any layout changes you make to the Live calls panel are saved only for the current web user and do not affect other web users.