Calls By Tel No / Contact Items By Tel No/ID

Modified on Thu, 11 Mar 2021 at 12:43 PM

This report style displays call statistics by the calling & called telephone numbers of the originating & receiving party involved in the corresponding calls.

How the corresponding report actually groups & collates statistics by telephone number is specifically affected by the value of the "Call Type / Direction" field within the Filter tab as follows:

External Call Types

When the "External Only", "External (Inbound)", "External (Outbound)", or "External Trunk-To-Trunk" call type filter options are selected, the report displays a list of the outside telephone numbers that external calls have either originated from or been made to. For example, inbound trunk calls containing CLI/CallerID are shown as inbound calls from the corresponding number, and calls made to external public numbers are shown as outbound calls. This is the main intended usage for the report type, where the corresponding report groups by external telephone numbers only.

All Other Call Type Filtering Options

For all other call type filter options, the corresponding report groups by the telephone number that is "locally" relative to the corresponding telephony environment. This allows for a consistent view of statistics when also displaying values for internal calls. For example, inbound trunk calls containing a called telephone number value are shown as inbound calls against the corresponding number, and calls made to external public numbers are instead shown as outbound calls made from the telephone or device number associated with the internal device that specifically made/originated those calls. Note that trunk-to-trunk calls are never shown in these cases. This grouping option is useful when attempting to view both internal & public DNIS entries dialled for call centre (ACD hunt group) devices on the BroadSoft BroadWorks telephony platform.

Note that on Akixi 3000 configurations, this report can also be enabled to display email and LiveChat contact item statistics, assuming the correct Omnichannel integrations have been configured by the administrative user. This works much the same way as with calls, and will show statistical information for emails and LiveChat items against any corresponding ID.