The CDR Report page displays the Call Detail Record report. All CDR records are shown to members of the Administrator and Supervisor groups. For other users, only calls associated with their extension are shown.
To access the page, select CDR Report from the Reports tab.
Select the Show Filter button to display the list of filters for the desired report contents
Report Filters
The report contents will change depending on the values of the filter:
| Field | Description |
|---|---|
| Start Date | The start date of the calls to be displayed |
| End Date | The end date of the calls to be displayed |
| Field | Additional fields for filtering: Source, Destination, Src. Channel, Account Code, Dst. Channel |
| Status | Status of call: All, Answered, Busy, Failed, No Answer |
| Ring Group | Search for specific ring group or all ring groups |
When all fields are set to the desired values, press the Filter button to generate the report.
If the filters are displayed, you can select the Hide Filter button to hide the filters.
Exporting Report
Select the Download button to download the report in CSV, Spreadsheet, or PDF formats.
Below is an example of a template file with instructions to create customized CDR reports.
- Report on all Incoming/Outgoing calls for a single extension.
CDRReport-INOUT-SingleExtension.xlsx
To have more flexibility in filtering, sorting or reporting capabilities, it is recommended to export the CDR Report to CSV or Spreadsheet format. The file can then be opened in Excel (or a similar tool) that provides more extensive filtering, sorting and formatting capabilities to acheve the desired reporting results.
Deleting Records
To remove the currently displayed records from the report, select the Delete displayed CDR(s) button.
The delete option is only available to members of the Administrator group.
To improve the performance of operations that involve CDR, it is highly recommended to regularly delete obsolete CDR records. For example, if a customer does not really need records older than one year, then use the filter to select all CDR records older than one year and click the Delete displayed CDR(s) button to delete.
Interpreting CDR Records
The following table describes the fields in the CDR records.
| Field | Description |
|---|---|
| Date | The date and start time of the call. |
| Source | The calling party caller ID number. |
| DID | The DID number passed on by the trunk for incoming calls. |
| Ring Group | The name of the ring group dialed. |
| Destination | For outgoing calls, this is the dialed number. For incoming calls, this is the extension of the called party. See table below for the different possible values. |
| Src. Channel | The source channel name or line ID used internally by the system. |
| Account Code | The account ID associated with the call. The value is based on the feature that is activated. See PIN Sets for an example of how to have the PIN code listed in this field. |
| Dst. Channel | The destination channel name or line ID used internally by the system. Note: If the call is answered and this field is blank, it means the call was answered by the voicemail box of the extension. |
| Status | An indication of what happened to the call. Values are: ANSWERED, NO ANSWER, BUSY, FAILED. FAILED is an indication of some error conditions. This would be used for example when a trunk (SIP or digital) returns the following hangup causes:
From the user perspective, the caller hears the following message: |
| Duration | The number of seconds from the time the call was answered to the end of the call. |
The following table describes the different values you may see in the Destination field.
| Value | Description |
|---|---|
| XXX | Dialed number or the destination extension number. |
| s | Used when:
|
| hangup | Used when the call is terminated without reaching any destination. |
| PAGEXXX | A page call to the extension XXX. |
| vmuXXX | Call sent to the voicemail box of extension XXX. “Unavailable” greeting is played. |
| vmbXXX | Call sent to the voicemail box of extension XXX. “Busy” greeting is played. |
| vmsXXX | Call sent to thevoicemail box of extension XXX. No greeting is played, user hears a beep. |
Examples
The following are examples of CDR records that are created in the different call scenarios.
Call Transfer
Inbound call to SIP extension 633, followed by a blind transfer to Nortel extension 619.
Call to Ring Group with SCA
Inbound call to Ring group 600, call is answered by SIP extension 633.
Call is placed on hold, then picked up by Nortel extension 619 with the SCA key configured.
(See Shared Call Appearances for details of the SCA feature.)
Outbound call with password
Nortel extension 619 makes an outbound call by dialing prefix 9 followed by number 509.
The user is prompted to enter a password: 2222 (this is the user’s assigned password or PIN).
(See PIN Sets for details of the PIN Set feature.)
Paging
SIP extension 633 dials the page group number 720.
Extensions 619 and 621 belong to this page group and receives the page.
(See Paging and Intercom for details of the Paging feature.)
Conference
External caller dials into the conference bridge 550 first.
Followed by XSTIM extension 619 and SIP extension 633.
(See Conference for details of the Conference feature.)
Follow Me
The example below shows 3 different scenarios with the Follow Me feature configured:
1. At 13:24:53, call is answered by extension 621. (Note the Destination shows 619 but the Dst Channel shows call is answered by channel from extension 621.)
2. At 13:26:01, call is not answered by any extension in the follow me list and is sent to the voicemail box of extension 619.
3. At 13:27:55, call is answered by extension 619
Voicemail
The example below shows 4 different scenarios related to Voicemail:
1. At 13:45:34, extension 633 dials 619, ring no answer and call is sent to voicemail, user leaves a message.
2. At 13:47:40, extension 633 dials 619, ring no answer and call is sent to voicemail, user hangs up without leaving a message.
3. At 13:53:31, extension 633 directly dials the voicemail box of extension 619 and leaves a message.
4. At 13:55:31, inbound call is directly sent to the voicemail box of extension 155.
Hangup
Inbound call is terminated before it can reach any extension.