Data Source: UC Call History
Overview
The UC Call History data source provides records of all calls that have passed through the Sharpen system, including inbound, outbound, internal, and voicemail interactions. It is useful for reporting on call volume, duration, and direction across users and extensions, including calls that occur outside of Sharpen Q queues.
As with other Insights data sources, the fields below can be used to build reports, create derived fields, apply filters, set groupings, and build charts.
Field Reference
Field Name | Description | Example Values |
|---|---|---|
Cdr Id | A unique 8-digit identifier for the call record, similar to the Queue Call Manager ID (QCMID) used for queue-based interactions. | 60411234 |
User Name | The full name associated with the extension involved in the call. This is typically the name of the user, but may also reflect conference phones or other devices. If a username cannot be associated with a user, the value will display as | John Smith |
Call Type | Indicates the direction of the call. Internal calls generate two rows of data so that both sides of the call are represented in the User Name column. Voicemail is also surfaced here to provide additional context for inbound calls delivered to voicemail. | Inbound |
ANI | The Automatic Number Identification for the dialing party — the number the call originated from. This may display as a full phone number or as an extension. | +3171234567 |
Caller ID | The caller ID name or number associated with the ANI, if available. | "ADAM SETTLE" <+3171234567> |
Start Time | The date and timestamp for when the call entered the Sharpen system (EST). | 2019-09-30 17:38:32 |
End Time | The date and timestamp for when the call was disconnected (EST). | 2019-09-30 17:42:40 |
Duration | The total length of the call in seconds, from the time it entered Sharpen until hangup. | 248 |
DNIS | The Dialed Number Identification Service — the number the caller dialed. Like ANI, this may display as a full phone number or as an extension. | 3171234567 |
Last Data | The last endpoint of the call within the Sharpen system. This is a technical SIP identifier indicating where the call terminated. | SIP/2002032754@us1-vbx.sipvbx.com |
Recording Filename | The filename of the call recording WAV file, if a recording exists for the interaction. | 100000002000030000.wav |