Call Details

[Data Source: Voice Server, VCS] Detailed review of all call information from a recipient perspective. Data includes caller and receiver names, call type, call duration, call status, and the reason for unavailability. Administrators can use this information to troubleshoot call transactions or extract the data through CSV for detailed groupings and analytics.

The information displayed on the screen is determined based on the filters that you apply. The available filters are:

Table 1. Filters
Filter Name Filter Description
Date Range The date range to include in the results. By default, the value is the current date; however, you can select from a list of options. For example, you can select the option "Last 7 days" or "Last 30 days."
Facilities Used to filter data based on user facilities (common facility name) specified while mapping Vocera Voice Server User Site.
Units Used to filter data based on user units (common unit name). Common unit names are referenced from a crosswalk table cwunit that are mapped from Vocera Voice Server User Department and Engage Units.
Note:

The displayed units drop-down filter may be constrained due to the Facilities filter.

Unknown Unit display data for all users that are not part of any department or unit selected within the Facilities filter.

Call Types Used to filter call data based on recipient type. The available options are Address Book, Broadcast, Buddy, Group, Telephone, and User.
Reasons Unanswered

Used to filter call data based on reason for call unanswered. The unanswered reasons are:

  • Busy
  • Call Rejected
  • Call Wait Rejected
  • Caller Blocked
  • Conference Too Large
  • Not Online
  • Phone Line Unavailable
  • Phone Not Answered
  • Unavailable
  • Unknown
Note: Facility and Unit filters will filter data based on receiver user's facility and receiver user's unit.

The Call Details dashboard lists the calls in a chronological sequence based on the time that a call was initiated. Administrators can track the type of call and call duration by caller and receiver names. Call details show both complete and incomplete calls. Incomplete calls occur when the caller hangs up before reaching the receiver, or when the receiver is unavailable, irrespective of the caller leaving a message.

To find a specific value, use the Search field.

Following is a sample Call Details dashboard:

The Call Details dashboard lists the timestamp that the call was initiated, the name of the caller, call receiver name, type of calls such as a user or group call, duration of the call (in seconds), the status of the call whether complete or incomplete and the reason for not answering the call.

For example, consider the values provided in the Call Details dashboard. The first entry displays the following:
Note: The Reason Unanswered field displays blank if the call was answered.

However, the second entry displays the Status as Complete as the call was answered and Reason Unanswered field displays blank as the call was accepted by the receiver.

Following is an example of a Group Call:

In the case of Group Calls, if the first user does not answer and the second user answers, then there will be two entries for the same caller in the Caller Name field. In the example, you can notice that the caller Smith, Tom made a group call and Paul, Peter (receiver 1) rejected the call. The group call is then routed to Benner, Cathy (receiver 2). Hence the caller name Smith, Tom has two entries for the same call.

Note: Caller Name and Receiver Name fields display telephone numbers if the call is made or received from a telephone.