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This article assumes you are logged into the Manager Portal.
If you do not know your login name or password, please click here or contact CallHarbor Support.
One Time Export
1. Select the Call History Tab
If you are a Call Center Supervisor or higher, and you are trying to export your calls only, switch the view of the portal from the entire phone system to your extension only. To do this, click on your name in the upper right-hand corner, then select My Account
2. Click the Export button
3. Save the file to your computer
Scheduled Export
To set up scheduled exports, please contact CallHarbor Support, including:
- Your Name
- Your Company Name
- The email address the export should be sent to
- A Name for the report
- The schedule type
- The schedule time
- The schedule filters
Schedule Type
Advanced
Advanced includes the following columns for the export
| Call Type | Domain | User | BTN | Time Start | Time Answer | Duration | Remote Number | Dialed Number | CallID | Orig IP | Term IP | Release Cause |
Column definitions can be found here.
Basic
Basic includes the following columns for the export
| Call Begin | Call Type | User | BTN | Duration | Disposition | Reason | Notes |
Column definitions can be found here.
Schedule Time
Scheduled exports can be done daily, weekly, monthly, or a custom range
Daily
- Select a time of day to start the export
- Times Available: 12 am - 11 pm, in hour increments.
- The time selected determines when the report will run every day.
- The report will include the 24 hours before the time selected.
- For example, if 3 pm is chosen, all calls from yesterday starting at 3 pm until today at 3 pm will be included.
Weekly
- Select a weekday and a time to run the export
- Weekdays Available: Sunday - Saturday
- Times Available: 12 am - 11 pm, in hour increments.
- The weekday and time selected determine when the report will run every week.
- The report will include the 7 days before the weekday and the time selected.
- For example, if Friday and 5 pm are chosen, all calls from last Friday starting at 5 pm until this Friday at 5 pm will be included.
Monthly
- Select the day of the month to run the export
- Days Available: 1 - 28. 29 - 31 are not available due to a limitation in the software.
- The day of the month selected determines when the report will run every month.
- The report will include the month before the day selected.
- For example, if 15 is chosen, all calls from last month starting on the 15th until the 15th of this month will be included.
Schedule Filters
User - Extension Number
- Filters the export to only include calls for the extension entered.
Include Inbound Calls - Yes/No
- If set to no, inbound calls will not be included in the export.
- By default, this setting is set to Yes.
Include Outbound Calls - Yes/No
- If set to no, outbound calls will not be included in the export.
- By default, this setting is set to Yes.
Include Headers - Yes/No
- Include Column Headers in the export file.
- If set to no, the columns will not be labelled in the export file.
- By default, this setting is set to Yes.
Off-Net Calls Only - Yes/No
- If set to yes, only off-net calls will be included. Off-net calls are calls made to a phone number not in the system. On-net calls would be internal calls, such as extension to extension.
- By default, this setting is set to No.
Advanced Export Column Definitions
Call Type
The 5 most common call types are:
- On-net
- This is an internal call, such as extension to extension.
- Origination
- The call was inbound to the system.
- Termination
- The call was offbound from the system to an off-net number (not internal).
- Missed
- The call was attempted to the user, but it wasn't answered.
Domain - this is the name assigned to your phone system.
User - the extension that made or received the call.
BTN - This stands for billing telephone number (also known as the charge number), which is the primary phone number associated with an account for billing purposes.
Time Start - This is the start time for the call. Will be in GMT timezone in the format YYYYMMDD HH:MM:SS. Will not be null.
Time Answer - This is the time when the call was answered. Will be in GMT timezone in the format YYYYMMDD HH:MM:SS. May be null on an unanswered call.
Duration - the amount of time (in seconds) that the call lasted.
Remote Number - This field varies based on Call Type. In an origination case, it will hold the ANI (Automatic Number Identification) of the caller, which may be an extension number. In a termination case, it will be the full connected number. In most cases, it will be 10/11 digits.
Dialed Number - The number that was dialed.
CallID - This is the ID assigned to the call. Each call has its own CallID.
Orig IP - The origination IP address. This is the IP address that initiated the call. The IP addresses listed here may also be found in the TermIP, depending on whether the call was inbound or outbound.
Term IP - The termination IP address. This is the IP address that accepts the call. The IP addresses listed here may also be found in the OrigIP, depending on whether the call was inbound or outbound.
Release Cause - the reason the call ended.
- Common Release Causes:
- No Answer - The was no answer from the termination (called) side.
- Orig: Bye - Call was ended by a BYE from the origination (caller) side.
- Orig: Cancel - Call was canceled (ended) by the origination (caller) side while the termination (called) side was being rung but not yet answered.
- Term: 603 - The call has been declined by the termination (called) side.
- Term: Bye - Call was ended by a BYE from the termination (called) side.
- Transferred- The call was transferred.
Basic Export Column Definitions
Call Begin - This is the start time for the call. Will be in GMT timezone in the format YYYYMMDD HH:MM:SS. Will not be null.
Call Type
The 5 most common call types are:
- On-net
- This is an internal call, such as extension to extension.
- Origination
- The call was inbound to the system.
- Termination
- The call was offbound from the system to an off-net number (not internal).
- Missed
- The call was attempted to the user, but it wasn't answered.
User - the extension that made or received the call.
BTN - This stands for billing telephone number (also known as the charge number), which is the primary phone number associated with an account for billing purposes.
Duration - the amount of time (in seconds) that the call lasted.
Disposition - a label that describes the outcome of a call and must be added to a call.
Reason - the reason why the call was made, must be added to the call.
Notes - any notes added to the call.
