View Source

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 arranged so that the most recent calls are at the top of the list.

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

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 Headers tab, which will display the following panel:

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

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

Field name	Description
Date	The date the call started
Time	The 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 [ ]
Response	The time it took for the call to be answered (in seconds)
Duration	The duration of the call (in hours, minutes and seconds)
Cost	The cost of the call
CLI	The telephone number of the remote caller for inbound calls
Dialled number	The number that was dialled in order to reach a particular destination
Source name	The name of the person who made the call
Source ID	The ID of the person who made the call
Destination name	The name of the destination called, e.g. Manchester, Tri-Line, London
Destination ID	The ID of the destination called
Tariff	The name of the tariff table that was used to cost the call, e.g. BT
Tariff band	The specific tariff band that was used to cost the call, e.g. International, National, Mobile etc.
Account code	The account code associated with the call
LCR Digits	The Least Cost Routing (LCR) digits used to route the call
Trunk access code	The trunk access code used to access a group of channels
Data source	The location where the call originated
Call reference	Any call reference number associated with the call
Flags	Any flags associated with a call, as described below: The call has no associated voice recording The call has an associated voice recording; click on the icon to listen to the call The call has not been scored; click on the icon to score the call The call has been scored; click on the icon to review scoring information for the call The call has not been annotated; click on the icon to add a note to the call The call has one or more associated notes; click on the icon to review the note(s) The call has no related transfer legs The call has related transfer legs; click on the icon to view all transfers associated with the call
Voice location	The unique ID of the call recording device that captured audio for the call
Voice filename	The 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:

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.

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.