The Call Detail Report (CDR) is a Velox feature that allows users  access to call records and call recordings.  The CDR is a data record produced by a telephone exchange that documents the details of a telephone call or other telecommunications transaction that passes through that facility or device.

 

For this reason, the CDR is the primary tool in troubleshooting call quality or call disposition. 

 

CDR VIEWS

 

  • ACCOUNT ADMIN
    • The Account Admin has access to all CDRs and call recordings across the company
    • The default view displays all calls for the current date. 
    • The Search Filters panel is available for Account Admin.


  • TEAM LEAD
    • When a user is added to the Velox Client Dashboard as a Team Lead, they can log-in to the Dashboard to access their team’s Call Detail Reports. The concept of team is defined through Cost Centre. 
    • The default view displays all calls for the current date. 
    • The Search Filters panel is available for the Team Lead with the exception of Cost Centre as the Team Lead can only access CDRs for this own Cost Centre. This means that Team Lead is able to click on all functions on the Search filter except Cost Centre.

 

  • BASIC USER
    • When a user is added to the Velox Client Dashboard as a Basic User, they can log-in to the Dashboard to access their own Call Detail Reports. 
    • The default view displays all calls for the last 30 days. 
    • The Search Filters panel is not available for the Basic User. Should they need to search for a CDR beyond the last 30 days, they need to contact their Team Lead or Account Admin. This means that the Basic User is unable to click any of the Search filters even if it shows on their page. 
    • However, the Basic User can use the Search function on the top of the CDR results page.



To access your Call Detail Report(s),


  1. Log in to your Velox Client Dashboard (www.myvelox.com)

  2. “Call Detail Reports” appears from the sidebar. Then the CDR Summary page is displayed on the main page.


   The Call Detail Reports page is made up of 2 sections. 


  • CDR Real-Time Search Filters panel and,
  • Call Detail Records display

   


CDR REAL-TIME SEARCH



  • Extension – The Extension field filters the “Caller Number” column. Use this to Search for calls from a particular extension. 
  • Date From / Date To – Use this to define the date range of the Search.
  • Call Type – Use this to define the call type. 
    1. Outbound: Internal, Local/Domestic, International
    2. Inbound: Incoming, Forwarded, Incoming Fax
  • Destination Country – Use when Searching for outbound calls specific to a country.
  • Cost Center – Use when Searching for calls specific to a cost center. Team Leads are unable to click this Search filter as their access is limited to only their Team's cost center.



CALL DETAILS RECORDS RESULTS DISPLAY PANEL


The Call Detail Records results display panel have the following information:


Hovering over the question mark icon on each column will also show these definitions.


      

  • Caller Number - For outbound calls, this is the extension number of the Velox user / caller. For inbound calls, this is the DID of the external caller.
  • Dialled Number - This is the phone number either internal or external that has been dialled.
  • Caller/ Receiver Name - This name the user has selected to display. Usually, this would be the user's name for internal calls, or the receiver's name for incoming calls. 
  • Call Type - Indicates whether a call is internal, local/domestic, international or inbound.
  • Start Time - The date and time the call was initiated.
  • Answer Time - The date and time when the call was answered.
  • End Time - The date and time when the call was ended.
  • Total Duration - The total duration (in seconds) including the ringing time.
  • Billable Duration - The total duration (in seconds) of answered and billable time where appropriate.
  • Destination Rate - The cost per minute to this destination.
  • Total Call Cost - The total cost of this call.


  • Cost Center - The cost center that this call is allocated to.
  • Recording - Click to Download the call recording if available.
  • Extra Info - Provides extra information about this call that may be useful for troubleshooting call quality and other call issues.
  • Download - If you would like to download call recordings, tick this box and click download and the bottom of the page. 


Note: You can also save the CDRs from the results display panel as PDF, CSV or Excel files. Clicking on any of the buttons, downloads a file to your computer's Downloads folder.


                               



IMPORTANT THINGS TO NOTE WHEN SEARCHING FOR CDRs: 


  • The Sync Phonebook tick box updates the CDR with the Names associated with the Dialled or Called Numbers as they are defined in your Velox Phonebook. If you are not using the Phonebook on your Velox Dashboard, this does not have any effect.


  • Incoming calls will not appear when search filter by Extension is used. This is because the incoming call comes to a DID and not a particular extension. We recommend using the search filter “Call Type = Incoming” and type the extension on the general Search field indicated below.

 

  • The general Search field is a powerful tool. This is especially true for the Basic User who cannot use the Search function. This Search field looks for the value in all the columns of the CDR. 


For example, to Search for International calls, see below. 

 

 

        For example, to Search for a call to a certain number, see below.

 

BASIC CALL TROUBLESHOOTING USING THE CDRs:

 

When a user has an issue about his/her call termination or call quality, you may follow this guide to understand the problem and help to resolve it swiftly. 

 

  1. Search for the CDR. 
  2. Click on the Extra Info button and check the Call Disposition. 
  3. If there are multiple Call Dispositions, this means the system may have attempted the call through several networks to ensure successful termination. The last Call Disposition would be the most relevant.
  4. If the Call Disposition,
    • Indicates other party or other party's network is not answering or busy or indicates a temporary network congestion, please try the call again after a few minutes. 
    • Indicates a problem with the dialled number, please check the number. 
    • Indicates successful connection but you were still having issues like bad quality or CLI not delivered, please escalate to your company designated Account Admin.
  5. When escalating to your company designated Account Admin or to Velox Support, copy the CALL_ID from the Extra Info window and indicate this CALL_ID as sample CDR in the ticket to Velox Support.
  6. Ensure the pertinent information is provided
    • User’s extension.
    • User's DID (if applicable)
    • Where does the issue occur, e.g., on a Velox hard phone or desktop app or mobile app?
    • Where is the user located, e.g., in the office or at home or on the field?
    • How is the user connected, e.g., mobile data or LAN or wi-fi? 
    • What is the issue or problem being experienced? If there is an error message, be specific.
    • What are the steps to reproduce or replicate the issue or problem?
    • CALL_ID/s of the problematic call (if available)
    • App Logs if the problem is with the desktop or smartphone app.