Searching for calls

The main 'Search for Calls' page is divided into two panes. The upper pane contains the basic 'Search' filters available, and the lower pane contains all the 'Calls' matching those criteria.

By default, the page will always be set to 'Calls' for 'Today' and 'All' for the remaining criteria.

♣ Note: The actual 'Calls' displayed will be dependent on the users access rights on the recordX system.

Date

This filter offers the user the following options:

• Today
• Yesterday
• This Week
• Last Week
• This Month
• Last Month
• Custom

The majority of the options are self-explanatory, however 'Custom' requires further explanation.

Date - Custom

The 'Custom' filters enables you to set the 'Start' and 'Finish' dates for the 'Search'. When 'Custom' is selected, both fields default to the current date.

To change the date, click the 'Calendar' icon on the right of the field (highlighted in the screen-shot) and navigate to the required date. The two arrows on the month caption bar are used to move backwards and forwards through the months and the date is selected with a single mouse-click to highlight the date.

Time of day

The options available are:

• All
• Office hours (9-5)
• Out of Office Hours
• Custom

The majority of the options are self-explanatory, however 'Custom' requires further explanation.

Time of day - Custom

The 'Custom' filters enables you to set the 'Start' and 'Finish' times for the 'Search'.

To change any of the 'Time' fields, click the down-arrow on the right of the field (highlighted in the screen-shot) to invoke the drop menu, then select the appropriate time with a single mouse-click.

Call Type

Offers the user the following:

• All Call Types
• Outgoing
• Incoming

Call Duration

Accessed via the drop-menu offering the following:

• All
• 0
• 10 secs
• 30 secs
• 1 mins
• 5 mins
• 10 mins
• 30 mins
• 1 hr

Extension Filtering

Two check-boxes enable you to select 'Calls' coming 'From' or 'To' a particular 'Extension'. By default both will be selected.

To select a specific 'Extension', click the down arrow on the right of the field...

... to invoke a drop-menu showing all the 'Extensions'. The required 'Extension' is selected with a single mouse-click.

In the same way, you can also select an 'Extension Group' e.g. 'Customer Service', as a 'Filter'.

Phone Number Filtering

Two check-boxes enables you to select 'Calls' coming 'From' or 'To' a particular 'Phone Number'. By default both will be selected.

To select a specific 'Phone Number', click the down arrow on the right of the field...

... to invoke a drop-menu showing all the 'Phone Numbers'. The required 'Phone Number' is selected with a single mouse-click.

You can also this filter as a free-form field to manually imput a number you want to search for.  Wildcards (*) can be used e.g. *55512* would bring back a telephone number that contains a string of "55512" somewhere in the number.

... to reveal the eight other set of filtering criteria, which are: -

• Site
• Ring Time
• Lines
• Accounts
• Call Duration Type
• DDI
• Flagged
• Notes
• Random %
• Zero Duration Calls
• PBX Extensions

Site Filtering

This 'Filter' is only applicable where recordX is being used in a multi-site environment.

Ring Time Filtering

The 'Filter' enables you to select a 'Ring Time Range' using the two drop menus to select the shortest and the longest 'Ring Times'. 

Lines Filtering

This facility enables you to select a specific 'Line' or 'Channel'.

Accounts Filtering

This facility enables you to select a specific 'Account Code'.

Note: This feature is 'Phone System' dependent as not all systems offer the ability to associate telephony traffic with 'Account Codes'.

Call Duration Type Filtering

This particular 'Filter' criteria enables you to 'split' the results of a 'Search' into the individual component parts of the call.

For example, where an auto attendant system is in operation the entire call recording will include all of these announcements and possibly 'comfort' messages in addition to the actual conversations between the caller and the person (or persons) who actually dealt with the call.

The default setting of this 'Filter' is 'Whole Recording', however if you select 'Call Participant' from the drop menu, all the individual elements of a call recording will be returned in the 'Search'.

DDI Filtering

Unlike all the preceding 'Filters', which use drop-menus to select the various criteria options, 'DDI' is an entry field. It enables you to enter: 

• Single 'DDI'
• Multiple 'DDI's' - separated by commas with no spaces
• Range - starting 'DDI' and finishing 'DDI' numbers separated by a dash with no spaces
• Wildcard - using a '*' to represent the missing digits, e.g. '60702*' would return all the DDI's that start with those digits (607021, 607022, 607023, etc.).

Flagged Filtering

Enables you to 'Search' for call recordings that have been assigned a specific 'Flag' for identification purposes.

The two options not shown in the screen-shot are:

• Has Been Listened To
• Has Audit Events - where the recording has been played more than once

Notes Filtering

Enables you to 'Search' for call recordings that have been annotated. To use this facility, select the 'Notes Available' option from the drop-menu with a single mouse-click.

Random % Filtering

It enables you to select a a random percentage of 'Call Recordings' via the drop-menu.

Zero Duration Calls

This 'Filter' enables you to exclude 'Zero Duration Calls' (call records that exist on the recordX system but have no talk time) from a 'Search'.

PBX Extensions

This highly specialised 'Filter' is normally only used to search for unmatched 'Call Records' that have been manually allocated to a specific 'Phone System Extension' by the 'Administrator'. You can enter a single extension number or a list, separated by commas.

♣ Note: Unmatched 'Call Records' that have been manually assigned to an 'Extension' will not be visible in a normal 'Search' result because the original 'identifier' has been modified. 

You can access not only your own ('Private') 'Filters' but also any of the 'Public' ones on the system from the drop-menu.

Simply click on the filter you wish to use and click 'Search Recordings'.