Access Call Detail (In-App Calling) via CMS->Reports->Call Detail (In-App Calling)
The first screen/dashboard that the user will see after clicking on the Real Time tab will be:
Call Details Filters:
|Call Details Filters
This filter tab allows users to pick the date period/duration (from the calendar) they want to see the report.
Date format: YYYY/MM/DD
|Line of Business (LOB)
The line of business (LOB) provides a dropdown menu to the user with the company name of the particular part of the business line.
For example, in the banking industry, the Line of Business can be ABC Insurance, ABC Investment Banking, etc. It can also be customized based on the needs of the customer.
|SIP Call ID
|A SIP call ID, also known as a Session Initiation Protocol call ID, is a unique identifier assigned to a SIP call or session. It helps identify and track a specific call within a SIP-based communication system. The call ID is generated by the SIP server or client initiating the call and is used to manage and monitor the progress of the call throughout its lifecycle.
|The calling party refers to the individual or entity that initiates an in-app call. They are the ones making the outgoing call. The calling party is identified by the SIP ID/Username associated with the app registration.
|The called party is also known as the individual or entity that receives an in-app call. They are the intended recipient of the incoming call and are identified by the SIP ID/Username associated with the app registration.
Call Detail Filter Buttons
This button's function is to clear all filters. Once you click on this button, the view returns to the original page, showing the last two hours of the present-day records.
This button's function is to export the report in Excel format from the Central Management System (CMS).
Once you have entered the filter details, press the search button to view the insights. To export the data, you can click on the "Export Button". The download pop-up will appear on your screen where you can click to view the file on your device.
This button's function is to carry out search operations by the user after applying all the filters.
Call Detail Fields
The call date field refers to the specific date on which an in-app call or communication took place. It indicates the day and time when the call was initiated or received by the parties involved.
Raw duration refers to the total elapsed time of a call, measured from the moment it is initiated until it is terminated or disconnected. This duration does not account for any additional factors such as call setup time, call routing, or any other processing delays. It represents the direct measurement of the time spent on the call without any adjustments or modifications. By default, the round of 0.5, so if the call duration is less than or equal 0.49 ms, the duration will be rounded down as 0 seconds. If the duration is more than or equal to 0.5ms then duration will be rounded up to 1 second.
Note: Raw duration can be '0' if the A party hangs up before 1 second, i.e., initiating a call and immediately disconnects/hangs up the call.
By Product design: In case of B party in the background, the Caller leg is Answered in order to play the music / ringing tone until the B party received the "push notification and receives the call to answer."
Call duration refers to the total elapsed time of an in-app call or communication, measured from the moment the call is answered or connected until it is terminated or disconnected. It represents the actual duration of the call, taking into account factors such as call setup time, ringing, and the time spent in conversation. By default, the round of 0.5, so if the call duration is less than or equal 0.49ms, the duration will be rounded down as 0 seconds. If the duration is more than or equal to 0.5ms then duration will be rounded up to 1 second.
Note: Also called Billing duration, start ticking only when B party answers the call. (Refer to known limitation, if any)
Call Quality is based on Mean Opinion Score (MOS), which is a measure of voice call quality standardized by ITU-T. This field measures the quality of the call which is scored based on five values: Best, High, Medium, Low, Poor, and No Data. Options are,
Best (score above 4.3),
High (score between 4 and 4.3),
Medium (score between 3.6 and 4),
Low (score between 3.1 and 3.6),
Poor (score below 3.1),
No Data when the system couldn't assign any score e.g., call was not established.
Note: The Call quality can still be recorded even for an Unanswered call. For e.g. A party calls B party and B side starts to ring or connection getting established, in both cases; if the A party (app) or B party (app) sends media packets for more than 0.5ms, the stats are sufficient enough for the system to calculate the MOS score. If the sample data size received is less than 0.5ms or no Alerting/Ringing is received, then MOS score can show "No data".
"PN sent" refers to the Push Notification flag. This shows if the app will receive the Push Notification or not.
'Yes' means that the Push Notification is sent to the Called Party whereas 'No' signifies no Push Notification initiated to the Called Party. Push Notification will be required/sent only when Called Party app is in the background or sleeping.
Note: The 'Push Notification' is only sent and set to 'yes' if the B party app is in background. If the B party is in foreground, there won't be any "PN' sent as the app is already registered with the backed server.
Missed Call PN Sent
When Push Notification is received by the called Party, and the user doesn't Accept or Decline the incoming call, it is marked as Missed Call and the called party phone will show Missed Call Push Notification, hence flag is set to 'Yes', else in all other scenarios this flag will be set to 'No'.
Note: The 'Missed Call Push Notification' is only sent and set to 'yes' if the B party app was in the background and a Push was sent. If the B party is in foreground, there won't be any "Missed call PN' sent as the app is already registered with the backed server irrespective of User B answered or not.
Called Party Registered
This filed indicated whether the Called Party (B party) SIP device is successfully registered with the backend. Possible values are:
yes -> B party device is SDK successfully communicated with the backend SIP Server. "Yes" does not mean that B party has answered the call. Even if the SIP registration is successful the Called party can still Reject the call.
No -> B party device is SDK was unable communicated with the backend SIP Server. This could happen in a few cases like (1) B party had not internet connection (2) Voice push was not delivered to the B party.
In case of a 'No' the system will initiate a Missed Call Push to the device.
Known limitation: If the User SIP registrations is still active but the User is not reachable (this could happen when the User IP address / Port changes or the ISP is blocking traffic), by design the Caller will be placed on MOH and "Push Notification" will be sent to the Called device to see if the new SIP registration can be used to initiate the call. If the User is still unable to register, then the caller side will auto hangup in ~50 seconds. Only in this case, the Call-Duration will be set to 50 seconds on the admin portal CDR. This is a CDR display issue, and it will not affect the Billing.