2. From the Dashboard, scroll down to the Hunt Group, and click the Settings Button, then click Detailed Settings.

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1 Call Detail Records (CDR) for Hunt Groups PURPOSE: Explain how to pull, export and understand the Call Detail Records in relation to the Hunt Group Service. Pull Call Detail Reports (CDR) Call Detail Records are available for all services within the Group Admin Portal. 1. Launch your browser and navigate to the Group Admin Portal, and log in with your Group Administrator Login ID and password. Note: The Group Admin login ID is different than the User Login ID and would have been provided during the Installation process. If you do not know your login, please contact Enterprise Tech Suppoort 2. From the Dashboard, scroll down to the Hunt Group, and click the Settings Button, then click Detailed Settings.

2 Note: POP Up will need to be allowed in order for this page to pop up. If you cannot turn off the Pop Up blocker, please use the following steps to access the page. a. Alternatively you can click on the Group Services Tab b. Click on Site Services Drop down and Select Hunt Group c. Click on Drop down next to select and select the appropriate Hunt Group. 3. Once on the Hunt Group profile page, click on the My Calls Tab 4. Enter the Query Details as desired and click Create Report

3 5. The first last 500 call legs will show up on the screen. To see the full report you would need to export the report to PDF or CSV

4 Export Call Details Reports (CDR) 1. Once the Call Details are displayed on the Group Admin Portal, select the export option you would like to use and click Submit. a. to: Enter the address and Press Submit. The full Call Detail Report will appear in the Text of the . b. Export report to PDF: This will export the full Call Detail Report to a PDF File. c. Export report to CSV: This will export the full Call Detail Report to a CSV File. This can then be opened by Excel 2. Note: Once you click submit next to Export report to PDF or Export report to CSV, please wait for the link to download to appear on your screen. Click that link to download the file.

5 Reading the Call Detail Records The following table explains each of the column headers shown in the report. These may be displayed in a different order depending on which report you are viewing. Index Enterprise Group Department User ID Phone Number Call Date Call Time Answer Date/Time Release Date/Time Answer Indicator Call Duration Call Direction Calling Number Called Number Caller Name Account Code Call Category Call Type Special Call Type Numeric value for the call leg on the report. This does not carry over to other reports. The Enterprise Name and ID as it is built in our switch The Group Name and ID as it is built in our switch Displays the Department name that is assigned to a User or Group Service The ID of the User or Group Service as it is built in our switch Phone number associated with the User or Group Service The Date the call started for this leg of the call The Time the call started for this leg of the call (CSV File shows this as military time) The Date and Time the call was Answered for this leg of the call (If blank call was not answered) The Date and Time the call was Released or Terminated for this leg of the call. A call is released when either party hangs up the phone or is disconnected Indicates if the call was answered Shows the length of the call HH:MM:SS Originating = Outbound Calls Terminating = Inbound Calls Shows the originating phone number. This is the number the placed the call Shows the phone number that was called. This is the number that received the call Shows the Called Number s name on Originating calls and the Calling Number s name on Terminating Calls If the User is using Account Codes and it is used for this leg of the call it will be displayed Identifies the type of originating calls. Private calls are internal calls Interlat are those calls that leave the network Blank are terminating calls Indicates a Normal call or Emergency call (e911) Shows if the call was originated from a Group Service, or was forwarded due to no answer.

6 Understanding the Call Detail Records Each line on this report represents a separate leg of the call. Without getting to technical a Call Leg is a call path between two users or services. Let s use the following diagram as an example: 1. The incoming call to the Hunt Group would be a call leg. This would be a Terminating call to the Hunt Group because it is inbound. 2. The Hunt Group would then send Originating (outbound) calls to each of the members, which would show up as separate Call Legs. 3. If no one answers then the call is redirected to another location (in this case it is an Answering Service), which would then be another call leg. Let s say the Hunt Group is set up to simultaneously call all members when it receives a call, and for this example everyone was available to receive a call (meaning their line was not already busy). No one answers the call so the call is redirected to the Answering Service. This diagram would then depict 5 call legs. If instead, one of the members answered the call, there would only be 4 call legs. Now let s look at how this looks on the report. (Some columns have been hidden to save space). 1. You can see that there are 17 call legs on this report. 2. In Column M you can see that there are 4 Terminating calls (Highlighting in Yellow) 3. Each related call legs are outlined by different colored boxes. a. You can tell they are related the Calling Number and the Call Time

7 Example 1 Now let s tell the story when the call comes in is answered by one of the members of the Hunt Group. Let s focus on the group of call legs with the purple box. (Index 14-17) 1. The call terminated to the Hunt Group, Extension 123 at 13:12:10 (1:13 PM) from The Hunt Group then originated a call to User 1, another call to User 2, and another call to User 3 with simultaneous ring. 3. User 2 answered the call at 13:12 (1:12 PM). a. Notice that for User 1 and User 3, the Release Date and time is at 13:12 (1:12 PM). This is because the call ended for them when User 2 answered the call. 4. The call that terminated to the Hunt Group and Originated to User 2 is then released at 13:16 (1:16 PM). Example 2 Now let s tell the story when the call comes in is not answered by one of the members, but overflows to the Call Forward No Answer destination. These call legs are surrounded with a red box. (Index 1-5) 1. The call terminated to the Hunt Group, Extension 123 at 14:11:21 (2:11 PM) from The Hunt Group then originated a call to User 1, another call to User 2, and another call to User 3 with simultaneous ring. 3. None of the members were able to answer the call, so the Hunt Group originated a call at 14:11:51 (2:11 PM) to the Call Forward No Answer destination. a. See that the Special Call Type for Index 1 shows Call Forward No Answer, as that is the leg that redirected the call b. Notice that for User 1, User 2 and User 3, the Release Date and time is at 14:11 (2:11 PM). This is because the call ended for them when the call was redirected using the Call Forward No Answer setting. 4. The Call Forward No Answer Destination answered the call at 14:11 (2:11 PM) and released the call at 14:13 (2:13 PM). a. Notice that the terminating call to the Hunt Group was released at the same time Metrics If you are trying to pull metrics on the Hunt Group, you can do this with the filter options in Excel to see the counts. 1. To see the number of received calls to the Hunt Group a. Filter by Call Direction Terminating

8 2. To see how many calls were redirected to the Call Forward No Answer destination a. Filter by Special Call Type Call Forward No Answer 3. To see how many calls were answered by each member a. Filter by Call Direction Originating b. Filter by Caller Name Select the User you want to see the number for c. Filter by Answer Indicator Yes 4. To see how many calls were sent to a member but they did not answer a. Filter by Call Direction Originating b. Filter by Caller Name Select the User you want to see the number for c. Filter by Answer Indicator No