Call Search (Number Only) - Report

Owned by Scott D Child
Last updated: Feb 20, 2020
4 min read

Call Search is a section available from the side menu, available to authorised users. 

Call Search allows a user to search for telephone numbers and any recordings associated with that number.

Call Search also allows you to playback the recording for a call as described in Agent Dashboard section - From Feb 2020

Call Search default page header - Note, the version discussed on this page is available from WebPortal Version 1.9.15

Note. the Columns & Filter Panel is available from the right-hand side as shown here.

Filters will allow you to pick values for the matching column's cell value

Below is the full list of  columns & filters available 

Columns

Title - Call Search, the current section you are viewing within the INVADE Solution 
Phone # = enter the number you are wanting to search 
Partial match (toggle button) = if the phone number entered is only a part of a number, you can toggle to look for similar numbers
Magnifying Glass () = Commit the search (enter)

Gray Column titles 

AgentName = Agent name returned from the search
CampaignName = Campaign name as created on the CATI
Code = The number associated with the 'Outcome' code
Deleted = Has the call recording been deleted
Outcome = Call Outcome returned from the search
Recorded = call recorded,Yes or No. Playback is available after the search have been returned and discussed further in this document
TelNum = The number dialled (numbers will be returned if the partial match was selected)
TimeMake = Date and time the call was made i.e. May 1st 13:34:33
TimeIdle = The date and time the when agent is disconnected from the respondent and started 'Wrap up'  i.e. May 1st 13:34:33

Icons top right = INVADE Solution connected

User  = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

How to build and generate a Call Search

Example of a part number (toggle on) search (994) 

The generated report will include calls that have been recorded (Yes) and not recorded (No)

From the highlighted record you can listen to the recording from this section by clicking on the 'Play' button. Note. Sound card and suitable speaker/headset required.
You can download the audio file in the default audio format for the INVADE Solution (native is .GSM)

Call recording delete functionality

From the column, picker select 'Deleted' & Action/Delete Recording  (This can be disabled as part of the build)

  • "Deleted" field - will show Yes/No values depending on whether the call recording has been deleted via WebPortal
  • "Action/DeleteRecording" field - will present a  icon for initiating call recording deletion. Once clicked there will be warning/confirmation dialogue asking to proceed. Once call recording is deleted the callstat record will say that the call was recorded and present the recording file name in "RecordingFile" field in addition to that "Deleted" field will say "Yes" - confirming that the call recording file was deleted. 



Note. The ability to Copy, Copy with Headers & Export data available from within this section excluding the recordings audio file.

'Right Click' in a cell on the table and the user can:

Copy an individual row
Copy an individual row with the headers from the table
Export the full table to a.CSV or Microsoft Excel

NOTE. If you navigate away from this section the Call Search report will need to be rerun