Call History
Introduction
Call history is the place in DialSense where all of the call logs and call recordings are stored. A logged-in user can get their organization’s logs based on their access privileges.
Call History types
Based on granularity, Call History is presented in two different formats:
- Basic: This is the DialSense intended way of showing call history. It shows all the important information like customer name, campaign (which links to the original campaign of that call), call disposition, phone number etc. Also, the detail page for each call entry shows the call recording in a built-in web player.
- Advanced: Advanced call history is intended for debugging and is only available to the system admins. This data is equivalent to Asterisk (Underlying software of DialSense) Call Detail Record Reports.
Download recordings
To download a single call recording:
- Click on the id of that call history record.
- Inside the detail page, click Download.
- A new page with a player will appear like below
- Click 3 dots, click download.
Multiple recording zip download is under development!
Call Disposition Codes
Call disposition codes are a one-word indicator of how a sales/support call ended and if it accomplished its business goal. The list of call disposition codes and their explanations are given below.
| Code | Description |
|---|---|
| NEW | New Lead - Lead has not been called, or cannot be called |
| QUEUE | Lead To Be Called - Lead is about to be sent to an agent |
| INCALL | Lead Being Called - Agent is talking to the lead |
| DROP | Agent Not Available - Call was dropped while the customer was waiting for an agent |
| XDROP | Agent Not Available IN - Call was dropped while the customer was waiting for an agent on an inbound call |
| NA | No Answer AutoDial - Any outbound call that does not receive an Answer signal(or other signals) from the carrier. This can include ring-no-answer, disconnected, carrier congestion and other errors |
| CALLBK | Call Back - Callback, both scheduled and non-scheduled |
| CBHOLD | “Call Back Hold - Scheduled ANYONE callback that has not hit its trigger, or an AGENTONLY callback” |
| A | Answering Machine - Agent-defined Answering Machine |
| AA | Answering Machine Auto - Dialer-defined Answering Machine |
| AM | Answering Machine Sent to Mesg - AMD(Answering Machine Detection) call sent to a message to be played |
| AL | Answering Machine Msg Played - AMD(Answering Machine Detection) call sent to a message and message has been played |
| AMDXFR | Answering Machine Transfer to Call Menu or In-Group |
| AFAX | Fax Machine Auto - Dialer-defined Fax Machine |
| B | Busy - Agent-defined Busy signal |
| AB | Busy Auto - Carrier-received Busy signal |
| DC | Disconnected Number - Agent-Defined Disconnected number |
| ADC | Disconnected Number Auto - Carrier-received Disconnected number |
| ADCT | Congested Number Auto - Carrier-received Congestion(19,21,34,38) |
| DEC | Declined Sale - Agent-defined status |
| DNC | DO NOT CALL - If defined, lead will also go in the VICIDIAL DNC list |
| DNCL | DO NOT CALL Hopper Match - status of a lead that matches the phone number of a lead that has been placed in the VICIDIAL DNC list |
| DNCC | DO NOT CALL Hopper Match Campaign- status of a lead that matches the phone number of a lead that has been placed in the VICIDIAL Campaign-specific DNC list for this Campaign |
| SALE | Sale Made - Agent-defined status |
| N | No Answer - Agent-defined status |
| NI | Not Interested - Agent-defined status |
| NP | No Pitch No Price - Agent-defined status |
| PU | Call Picked Up - Status that a call is changed to as soon as the carrier has sent the Answer signal and before the call is sent on to an agent |
| PM | Played Message - outbound broadcast or SURVEY campaign status for when a message has been played to the customer |
| XFER | Call Transferred - Call has been sent from an agent to a Closer agent |
| ERI | Agent Error - An agent has closed their browser before dispositioning a lead |
| DONEM | Agent placed a manual dial phone call and then closed their browser before dispositioning a lead |
| SVYEXT | Survey sent to Extension - Survey outbound campaign status only |
| SVYVM | Survey sent to Voicemail - Survey outbound campaign status only |
| SVYHU | Survey Hungup - Survey outbound campaign status only |
| SVYREC | Survey sent to Record - Survey outbound campaign status only |
| HXFER | Hold Recall Transfer to another in-group |
| HOLDTO | Hold time option call termination on inbound call |
| QVMAIL | Queue Abandon Voicemail Left |
| RQXFER | Re-Queue Transfer back to agent |
| CPDATB | Sangoma Call Progress Detection CPD All-Trunks-Busy |
| CPDB | Sangoma Call Progress Detection CPD Busy |
| CPDNA | Sangoma Call Progress Detection CPD No-Answer |
| CPDREJ | Sangoma Call Progress Detection CPD Reject |
| CPDINV | Sangoma Call Progress Detection CPD Invalid-Number |
| CPDSUA | Sangoma Call Progress Detection CPD Service-Unavailable |
| CPDSI | Sangoma Call Progress Detection CPD Sit-Intercept |
| CPDSNC | Sangoma Call Progress Detection CPD Sit-No-Circuit |
| CPDSR | Sangoma Call Progress Detection CPD Sit-Reorder |
| CPDSUK | Sangoma Call Progress Detection CPD Sit-Unknown |
| CPDSV | Sangoma Call Progress Detection CPD Sit-Vacant |
| CPDUK | Sangoma Call Progress Detection CPD Unknown |
| CPDERR | Sangoma Call Progress Detection CPD Error |
| TIMEOT | Inbound call Drop Timeout, call waited until drop-seconds and was sent on to the drop action |
| AFTHRS | Inbound after hours drop, call received outside of in-group call time |
| NANQUE | Inbound no agent no queue drop, no agent logged in |
Above explanations table is sourced from public data, not all of them is used in DialSense!