Call Exploration is an easy way to look at call records to find:

• Patterns of telephone abuse or misuse.
• Usage trends in your telephone system.
• Call record details from a single organization level down to an individual user.
• Cradle to grave information on call records.
• Gather initial search criteria to be used to build reports.

Call exploration can be found under the Reporting section > Call Exploration located on the top of the screen.

As the call exploration module resets daily, it is advisable to clear the view prior to starting a new search.

By default, the call exploration module will drill by ‘Organization’ which if applicable uses the directory structure.
Other options include:

• Data Source Facility: Grouped by trunks and facilities.
• Data Source Extension Location: If applicable groups by this configuration.
• None-Direct to Detail: Straight call records with no filtering.

The launch screen will also showcase the ‘data available’ option which is date range accessible in Infortel Select.

Constraints #

Resembling the edit options in dashboard widgets and report constraints, constraints in call exploration also allow the user to add and remove options as needed to define what data to choose.

Organizational Drill Down #

After clicking the get results button, a results screen will appear displaying information for the selected day by call type. Each call type is a link that, when clicked, will let you drill-down to find more information for that day for the selected call type.

Columns:

• Owner Name: This column contains the owner’s name that used the call type selected at the previous screen. Each owner name is a link that lets you drill-down for more phone usage information for that extension/call type combination.
• Call Type: Direction of call including local, internal (p), inbound, international, long distance, info/assist and toll free.
• Count: This column displays the number of calls for the organization level broken down by call type. The total number of calls for this level is also displayed as well as a grand total.
• Cost: This column displays the billed cost of calls for the organization level broken down by call type. The total billed cost for all calls in this level is also displayed.
• Duration: This column displays the duration of calls for the organization level broken down by call type. The duration total of calls for this level is also displayed.
• Average Cost: This column displays the average billed cost of calls for the organization level broken down by call type. The total average billed cost for all calls in this level is also displayed.
• Average Duration: This column displays the average duration of calls for the organization level broken down by call type. The total average duration for all calls for this level is also displayed.
• Abandoned: This field indicates the number of abandoned calls.

You can continue this “drill-down” process until you reach the Call Exploration User Level Screen. Here, you can do the following:

• Examine call details for individual calls.
• Filter your results even further.
• Sort your results.

Also included in the ‘Direct to Detail’ screen are the following:

• magnifying glass icon for the call’s detail records.

• ‘Reverse lookup’ icon to perform a reverse phone number internet search.
• ‘# Related Calls’ to show all call legs of a transferred call.

Each screen also contains options to ‘Return to Selection Criteria’ and view ‘Used Constraints’.