Filter Details

Filters can be edited/created in the Filters section of the website. To create a new filter, press the 'New' button at the top left of the screen. To edit an existing filter, press the more icon ( ) next to the filter and select 'Edit' from the menu.

Each filter is split up into six sections:

Details -> Contains the user definable name for the filter.
Devices -> Options to filter by extensions, hunt groups, agents and trunks.
Call Details -> Options to filter by call details such as direction, type, outside number etc.
Times -> Options to filter by call, talk and ring durations.
Customer Details -> Options to filter by contact name, speed dial name, account codes or tag fields.
Advanced -> Options to filter by Call ID, Service codes, Trunk to Trunk calls etc.
Real-Time -> Options to filter real-time tiles only.

Where the field has a text box entry, special characters can be used to search for patterns (%_,!). For more information, please refer to the Special Characters section.

The following numeric fields also support filter ranges by using the + or - special characters:

Agent, Extension, Hunt Group, Trunk

Details

The details tab just contains the user definable name for the filter. Nothing entered here will affect the filtering.

Name: This is the description that is used to reference this filter in other parts of the system. The name must be unique for the user or unique for the system if shared.

Devices

Filter calls by device.

Extensions: A specific extension or range of extensions. For multiple extensions separate each one with a comma and for a range use a dash. For example 1001,1002-1008,1010.

Extension Name: The name of the extension (This will be the extension's description if configured, otherwise it will be the extension's username).

Agent IDs: A specific agent id or range of agent ids. For multiple agents separate each one with a comma and for a range use a dash. For example 1001,1002-1008,1010.

Agent Name: The name configured against this agent id.

Hunt Group: A specific hunt group or range of hunt groups. For multiple hunt groups separate each one with a comma and for a range use a dash. For example 2001,2003-2008,2013.

Hunt Group Name: The name configured against this hunt group (This will be the hunt group's description if configured, otherwise it will be the hunt group's username).

Trunk: The trunk number that the call was connected on. This applies to external calls only.

Transferred To: A specific extension or range of extensions that a call segment was transferred to.

Transferred From: A specific extension or range of extensions that a call segment was transferred from.

When apply filters to a Non-segmented report, the Extension/Agent filter options will also be applied to the First Rang, Last Rang and Answered on fields.

Call Details

Filter calls by the specific details of the call.

Outside number: The outside number presented for this call. For inbound calls this is the caller ID and for outbound calls this is the dialed number. Wildcards can be used to generalize the search, for example 09%, any calls that have an outside number starting with 09 would be matched.

DID: The direct dial number.

DNIS: The name associated with the direct dial number.

Direction: Was the call inbound, outbound or any.

Call Type: Was the call either internal, external or either.

Call Status: Is this call completed*, in progress*, recorded, not recorded or any of these.

Answered: Was the call answered or not.

Call details filter items cannot be used to filter the Agent or Extension Grid on a Real-Time Dashboard.

Times

Filter calls by the call, talk or ring duration. Slide the bar from either end to increase/decrease the duration required.

Duration: The complete duration of time for the call, including ring, talk and hold time.

Talk Time: The talk time that the call was connected for.

Ring Duration: The time that the call was ringing.

Short Call: Include or remove answered calls which have been classified as short using the Short Call Threshold.

Call Time (Start/End): Enter times of day to filter out calls before or after working hours.

Call Time (Between/Not Between): If Call Start/End Times are configured, this setting controls whether the filter applies to calls between or outside of the times specified.

The Short Call filter option only works on historical reports, not real-time tiles.

Customer Details

Filter for specific customer related information.

Contact Name*: The MCS directory name associated with the outside number.

Speed Dial Name: The speed dial name associated with the outside number on the telephone system.

Account Code: The account code entered against this call. If more than one code is entered on a call, only the last one is saved.

Contact Match*: Was a contact matched in the MCS contact directories or not.

Field 1 to 5: Filter by the contents of the five custom tag fields.

Advanced

Notes*: Selects records that have had notes attached or if the notes contain specific words.

Serial*: The unique serial number of a specific recording.

Call ID: The id assigned to the call by the telephone system.

Logical Call ID: The logical call id used to link call segments together.

Global Call ID*: Call ID used to link CTI and Recording records in the database.

Trunk to Trunk*: Include or exclude trunk to trunk calls.

Invalid Dialed Number*: Include or exclude invalid dialed numbers. These are numbers where the external call attempt did not complete.

Service Codes: Include or exclude external calls to service codes.

Real-Time

Agent Status: Filter what is displayed on real-time grids. this can be used to hide logged out agents from the ACD grid.

Device Status: Filter what is displayed on real-time grids. this can be used to hide offline extensions from the Extension grid

* Filter Items marked with an '*' are not applicable to Real-Time interfaces (Wallboard and Dashboard).