Call Details

[Data Source: VCS, Vina, Voice Server] 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:

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 and Engage Facility.
Departments	Used to filter data based on user departments (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 departments drop-down filter may be constrained due to the Facilities filter. Unknown Department display data for all users that are not part of any department selected within the Facilities filter.
Call Types	Used to filter call data based on recipient type. The available options are: Address Book—Call placed to a Vocera address book entry. An address book stores the names and telephone numbers or extensions of colleagues. Broadcast—A broadcast call initiated to a group. Broadcast call is a mass communication sent to all recipients in a group. Buddy—Call placed to a personal contact. Personal contacts can be added to your Favorites list using Vocera User Console. Group—Call placed to a Vocera group. A group is often a role, such as Four West Nurse, or a department, such as Cardiology. Instant Conference—A conference call to a group which provides badges with push-to-talk communication that simulates the behavior of a walkie-talkie. For more information, refer to http://pubs.vocera.com/platform/vs/5.4.0/help/vs_admin_help/index.html#platform/vs/5.4.0/topics/vs_aboutinstantconferences.html. Telephone—A call placed to a number or extension not configured in the Voice Server. Generally, these calls are placed using the keypad on the smartphone or for example, using the command call an extension or outside telephone number on the badge. User—Call placed to a Vocera user or an extension.
Reasons Unanswered	Used to filter call data based on reason for call unanswered. The unanswered reasons are: Busy—Recipient is already on another call. For example, John calls Cathy but Cathy is on another call with Steve, then the user is busy. Call Rejected—Recipient rejected the call. For example, John calls Cathy but Cathy declines the call. Call Wait Rejected—Recipient was on another call and rejected incoming call. For example, John calls Cathy but Cathy is already on a call with Steve. Cathy will get a call waiting from John. However, Cathy will reject the call from John and continue her call with Steve. Caller Blocked—Recipient blocked all calls from caller using block command. For example, the receiver can put oneself into DND mode or block calls from a particular user. Canceled—If the caller cancels the call before the receiver answers the call, then it is categorized as Canceled. This reason will be provided for User, Group, Address Book, and Telephone type calls. Conference Too Large—Number of users in conference calls reached its threshold value. For example, if only 4 persons are allowed in a conference call, and 5th person wants to join the call, then the call gets rejected for the 5th person. Not Logged In—Recipient is not logged in. Not Online—Recipient is not online. For example, the recipient is logged in but has no network. Phone Line Unavailable—Number of licensed phone lines reached its threshold value and no phone line is available for calling. Phone Not Answered—Recipient has not picked up the call. Unavailable—If none of the above reason matches, then it is categorized as Unavailable.

Note: Facility and Department filters will filter data based on receiver user's facility and receiver user's department.

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:

Note: The Caller Name is also displayed as the Receiver Name when the caller makes a broadcast call and gets disconnected from the network after initiating the broadcast call.

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:

2018-04-23 14:14:10 as the time when the call was initiated.
Johnson, Steve is the name of the caller.
Benner, Mathew is the receiver of the call.
User is the type of call.
0 seconds is the duration of the call.
InComplete is status of the call.
Cancel is the reason as the caller canceled the call.

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.