Searching through Call History on ucportal

Introduction

This guide will explain searching thought the call history section of https://ucportal.pressone.net. 

Logging into the portal

Navigate to https://ucportal.pressone.net and login with the provided credentials. if you don’t know your credentials click Forgot Login Name or Forgot Password, whichever is applicable. For most users, your username is extension@domain, e.g. 101@domain.com or 202@company. 

Call History

Once logged in, click on Call History and you will see a log of calls in a table. In this guide we will be specifically discussing Office Manager scope and higher, however, Basic and Simple users will have access to a limited call history report.

Headers

• From Name - The Caller ID From Name if available 
• From - The Caller ID Number 
• Dialed - The number that was dialed 
• To - The Final destination of the call 
• Date 
• Duration 
• *Sentiment - Sentiment Percentages (positive, neutral, and negative) 
• *Closing Sentiment - Final Sentiment score 
• *Topic - Topics derived from transcription analysis 
• *Reason - Reason for call, tagged by call center agent or supervisor 
• *Disposition - Disposition of call 

NOTE: Sentiment, Closing Sentiment, Topic, Reason and Disposition, may not be available to all users and maybe hidden. All column headers can be hidden or shown by clicking on the columns button in call history

Filter

Click on the filter button to filter for specific calls. 
* Date Range (to and from)
* User start typing and it will auto populate the user that you are looking for. either name or extension 
* Department
* Site
* Caller number - please enter as many digits as you know
* Dialed number - please enter as many digits as you know
* Call type - inbound, outbound or missed 
* Sentiment - positive, neutral, or negative
* Closing Sentiment positive, neutral, or negative

Control Buttons

On the far right of each call are control buttons that allow you to:

• Block calls 
• Download Recordings (if available) 
• Listen to Call Recordings (if available) 
• Show the Cradle to Grave flow of a call. Each leg of a call. This is helpful when caller call into an Auto Attendant or queue and you want to be able to see how a call progressed and who ultimately answered the call. 
• notes - Notes are captured here as well as reason and disposition
  

Navigation Buttons

Above the headers there are buttons that allow for the following commands 
* Export Calls – this will export all calls that are filtered 
* Schedule Exports – you can create a schedule for exports, (daily, weekly, etc). There are multiple filters there. 
* Blocked Calls – this modal will allow for single or bulk blocking of telephone numbers 
* Recording Storage Setting - If you are relocating your recordings to AWS, Oracle or other location, settings to control the configuration are here. 
* Columns - the ability to hide/display columns in the Call history Table