Introduction

The Call History section of the VIP 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 to block SPAM/ROBO Calls in the VIP Portal.

Call History for an Office Manager

To access the Call History Section of the VIP Portal for Managers or Call Center Supervisor:

1. Login to the VIP 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 VIP 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.

Recording Storage Settings: You have the option to house all call recordings to external storage options of your choice. To configure your call recordings to be offloaded to external storage:

1. Select the “Recording Storage Settings” button on the top right side of the Call History page.
2. Select the “Add Remote Storage” button at the right side of the screen to open the options window.
3. Select a name in the blank and select which storage type you will be choosing from the drop-down menu. The available options are AWS S3 Standard, AWS S3 Glacier IR, Wasabi, FTP, and FTPS. Depending on the option you choose, fill out the remainder of the information and click “Add.”
4. Your Call Recording protocol will now show in the Remote Recording Storage page for any future needs to edit or delete it.

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 Report” 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.
5. Click “Add” to save your scheduled export.

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

How to Block SPAM and Robocalls

For a video demonstration, go to: https://www.youtube.com/watch?v=LKZBrCKiHVY&list=PLXADOltuavV9jC_HL7NiOiBoKA9VZIBxm&index=18&t=2s

This feature can be activated per user or domain wide.

To Block a Number for the Entire Domain:

1. In the Call History section, select the “Blocked Numbers” button.

2. Enter the number into the blank and press the “+” button to add it to your blocked numbers.

3. If you have a list of numbers to add in all at once, select “Import” and download the template to add your numbers to. Once completed, browse to the template and “Upload” the file.

How a User Can Block a SPAM or robocall number:

If a user who has received a SPAM call or robocall, they can block it from being able to connect to their extension. Please keep in mind that by blocking a number as a user does NOT block it from the entire domain.

1. From the Call History Section of the VIP Portal for Users, Select the “Blocked Numbers” button.

2. Enter the number into the blank and press the “+” button.

2. You can also block or unblock a number from the Call Details section by selecting the Block Call icon.