Introduction

The Call History section of the Portal shows any calls to and from the domain or to and from the individual user.

This guide illustrates how an Office Manager can run reports, filter calls, and retrieve call recordings from all calls in the domain and how each user can filter their own call history in the Portal.

Call History for an Office Manager

To access the Call History Section of the Portal for Office Managers or Call Center Supervisors:

1. Login to the Portal as an Office Manager or Call Center Supervisor
2. Click on the “Call History” navigation button at the top of the screen. From the Call History section, all Office Managers can see all calls to and from the domain, including inbound, outbound, and internal calls.
   
   NOTE: Calls that come through a Call Queue will also show in Call Center Reporting.

Call Filtering

To filter through calls from specific dates, numbers, call types, etc.:

1. Select the “Filters” button at the top left side of your screen.
2. Decide which filters to apply from the choices presented: Date, User, Department, Site, Caller Number, Dialed Number, and Call Type (Inbound, Outbound, and Missed.)
3. To reset your choices, select “Clear Filters” at the bottom of the window.
4. To search through your call History after you have selected your filters, select “Filter” at the bottom of the window.

Export: Click “Export” to immediately export your call history into a .csv file.

Scheduled Exports

If you would like setup automated exports of your call history:

1. Click “Scheduled Reports” in the upper right side of the screen. If you have any existing schedules, they will be shown here.
2. Click “New Export” to open the options to schedule your export.
3. Fill in the information provided in the “Basic” tab:
   • Name: Add an easily identifiable name for your export.
   • Type: Monthly, Weekly, Daily, or Custom (which will open more options.)
   • After Completion: select your option to do nothing, email attachment, upload via FTP, or upload via SFTP.
   • Email Notification: sends a notification to the recipient of your choice.
4. Click the “Options” tab to edit the report to include a specific user or select Next.
   • Add users to be included in the report
   • Include/Exclude Inbound Calls
   • Include/Exclude Outbound Calls
   • Add Headers to the report
   • Off-net Calls Only, This will only show calls that left our platform.
   • Format, Advanced is enabled by default. If you need more details in the report contact Allegiant Support to enable additional options for your reporting needs.
     
     
      
5. Click “Add” to save your scheduled export.

Call History for a User

To access the Call History Section of the Portal for Users:

1. Login to your Portal.
2. Click on the “Call History” navigation button at the top of the screen.
   From the Call History section, you see all calls to and from your extension, including inbound, outbound, and internal calls. NOTE: Calls that come through a Call Queue will only show in Call Center Reporting.

Call Filtering: To filter through calls from specific dates, numbers, call types, etc.:

1. Select the “Filters” button at the top left side of your screen.
2. Decide which filters to apply from the choices presented: From/To, Caller Number, Dialed Number, and Call Type (Inbound, Outbound, and Missed.)
3. To reset your choices, select “Clear Filters” at the bottom of the window.
4. To search through your call History after you have selected your filters, select “Filter” at the bottom of the window.
   
   
    

Export: Click “Export” to immediately export your call history into a .csv file.