Call Detail Record

**Call Detail Record : "**CDR'' stands for Call Detail Record. A Call Detail Record is a detailed record of a telephony or VoIP call that contains various information such as the call start time, call duration, caller ID, caller ID, call direction (inbound or outbound), and possibly other metadata related to the call session. CDRs are essential for billing purposes, analyzing call traffic patterns, and monitoring the quality of calls within a telecommunications system or VoIP platform like Ziwo Voice.

Under the call history section, click on the particular call and you will get the Call detail record.

Following are the details shown in the call detail record:

• Call ID: This usually refers to a unique identifier assigned to each call. It can be used internally within the system to distinguish one call from another. In some systems, it might refer to the caller's identification number or name.
• Recording: This indicates whether the call was recorded or not. In many call management systems, you can choose to record calls for quality assurance, training purposes, or compliance reasons and you can download the recording as well.
• Date: The date when the call occurred, typically presented in a specific date format (e.g., YYYY-MM-DD).
• Duration: The total length of the call from start to finish, usually measured in seconds or minutes.
• Talk Time: This refers to the actual time during the call when participants were speaking to each other, excluding any periods of silence or hold time.
• Missed Call: A missed call refers to a situation where a call arrives at a destination (such as a phone or an extension) but is not answered by anyone. The call is "missed" because the intended recipient did not pick up the call.
• Phantom Call: Phantom calls are short calls where the talk time of an answered inbound or outbound call is less than a certain time in seconds which the admin can set under settings. Our default time is less than 10 sec.
• Abandoned Call: An abandoned call is one where the caller disconnects before reaching an agent or before the call is answered. This often happens in call centers or IVR (Interactive Voice Response) systems when callers hang up while waiting in queue or navigating through automated menus.
• Lost in IVR: This phrase typically refers to a situation where a caller is unable to successfully navigate through the IVR system to reach their intended destination (such as a department or an agent). It implies that the caller's interaction with the IVR did not result in a successful connection to the desired endpoint, possibly due to confusion, navigation issues, or dissatisfaction with the IVR system.