Call Detail Records (CDR)

Overview

The Call Detail Records (CDR) of your Virtual-Call Cloud PBX provide a detailed overview of all inbound, outbound, and internal calls. They are the central source for telephony analyses—whether for quality assurance, billing, compliance, or statistical analysis.

The CDR view offers flexible filters, configurable columns, scheduled email reports, and direct download of individual or all records.

Prerequisites

• Administrator access to the Virtual-Call Cloud PBX
• Permission to view call data (may be restricted by role)

Opening the CDR View

Navigate to Reports & Recordings → CDR. The page is divided into three tabs:

• CDR—Main view with all calls
• Scheduled CDR Report—Automatically emailed reports
• Download List—Already generated report files

Standard Columns in the Table

Using Filters

At the top of the page you find the basic filters: time range, call from, call to, and optionally queue. For more complex analyses, the advanced filter is available on the right.

Advanced Filter

Click the filter icon on the right of the bar. A panel opens with additional criteria:

• Second Party—Another involved participant (e.g., in a transfer)
• Last Party—Last participant in a call chain
• Extensions/Extension Groups—Restrict to specific extensions
• Queue—Only calls from specific queues
• Call Note—Filter by stored disposition code
• Remark—Full-text search in notes
• AI Summary—Filter by AI-generated call content (if enabled)

With Save, you apply the filters; Reset clears all fields.

Fuzzy Search

The N icon next to the filter activates fuzzy search. This finds all numbers that contain the searched digit sequence — e.g., entering 501 also returns matches like 5501 or 1501. With fuzzy search disabled, the number must match exactly.

Save View

Using the eye icon, you can save your current filter settings as a view. This allows you to access recurring analyses with a single click later (e.g., “Missed calls last week”).

Customizing Columns

Using the filter icon in the table header (far right), you open the column selection dialog. Here you enable or disable columns as needed.

In addition to the standard columns, optional columns are available:

• ID—Internal record ID
• Reason—Reason for missed/rejected calls
• Source Trunk / Destination Trunk—Involved trunks
• Communication Type—Inbound/Outbound/Internal
• Phone Number/Extension—Called DID
• Outbound Caller ID—Used outbound caller ID
• Device IP Address—IP of the registered endpoint
• PIN Code—Used PIN (for PIN-protected calls)
• SHAKEN Verification—STIR/SHAKEN verification status (USA)

Adding a Call Note

You can add a note including a disposition code to each call—ideal for call center wrap-up (e.g., “Quote sent”, “Callback scheduled”, “Spam”).

1. In the Operations column, click the pencil icon of the desired row.
2. Select a disposition code from the dropdown (if pre-configured).
3. Enter a free-text note in the Remark field.
4. Click Save.

Downloading CDR

The Download CDR button offers three options:

After starting the download, the report is made available in the Download List tab.

Scheduled CDR Report

With the Scheduled CDR Report tab, you set up automatic, recurring reports that are sent by email.

Creating a Scheduled Report

1. Click Add.
2. Configure the following fields.
3. Click Save.

Fields marked with * are mandatory.

Customizing the Email Template

Using the Email Template button, you can adjust the default email message used to send the reports—including subject, greeting, and notes.

Download List

In the Download List tab, you see all generated reports with Name, Scheduled Time, and actions (Download, Delete).

Via the search function at the top right, you can quickly filter large lists by name. Use Delete to remove files that are no longer needed.

Typical Scenarios

Scenario 1: Review missed calls from last week

• Set the time range to the previous week.
• Filter in the advanced filter for status “missed”.
• Save the filter view for recurring checks.

Scenario 2: Weekly sales report by email

• Create a report under Scheduled CDR Report.
• Select the sales extension group, communication type “Outbound”, and frequency “Weekly”.
• The report arrives automatically every Monday by email at the sales manager.

Scenario 3: Disposition codes for call center wrap-up

• Agents record a code after each call (e.g., “Quote sent”).
• The supervisor filters CDR by disposition codes for analyses.

Best Practices

• Use saved views for recurring analyses—saves time on daily routines.
• Customize the columns so only relevant information is visible to you.
• Use disposition codes in a standardized way for better evaluability.
• Regularly review the Download List and remove old exports to save storage.
• Set the validity of download links for email reports short (e.g., 24 hrs) if the email contains sensitive data.
• Limit access to CDR via role permissions—call data contains personal information.