The account administrator and any user the admin enables with Reporting permission can generate call reports for your company. Call data is available for up to 6 months from the current date. Reports display actual versus billable minutes.

You can produce a report for all extensions and phone numbers on your account, or you can narrow your results by filtering by specific criteria.

Reports are exported to a CSV (Comma Separated Values) format that can be sorted, filtered, and formatted using Excel or other spreadsheet and database programs. Aptela provides an Excel Macro that will format the data into some common data sorts and summary data. Refer to our Excel Macro for Report article for more information.

To Generate a Report: 

1. Log into Aptela as the admin or user: my.aptela.com.
2. Click Reports at the top of the page.
3. Select the Date Range.
4. If necessary, set your filter option(s):
   • Call Type: select the call direction or type.
   • Users: select the specific user, phone and voicemail extension(s).
   • Departments: select the specific department extension(s).
   • Destination Number: select the specific phone number(s).
5. Click Generate Report.
6. If prompted, save or open the file.

Reports display the following:

• Date: the date of the call.

• Time: the time the system made or received the call. Format is “hour:minute:second” with hour being on a 24-hour clock.

• Direction: tells if a call or fax was incoming, outgoing, or internal (to another extension, the voicemail menu, the attendant menu, or a sent announcement).

• Call Type: tells how the system made or received the call (direct dial, click-to-connect (C2C), NAD transfer from an extension, Post-Menu transfer from the attendant, and more), if the call was to a conference bridge, or if the system transmitted a virtual fax.

• Call From: on incoming calls, this is who is calling. On outgoing calls, this is who made the call.

• Call To: on incoming calls, this is the extension the system sent the call to, the person who answered the call, or the attendant the caller went to. On outgoing calls, this is the number dialed.

• Call Result: this tells if the call was completed, sent to an extension’s NAD (no answer destination), abandoned (the caller hung up before being answered), sent to voicemail (the caller pressed # to go directly to voicemail), or if a virtual fax was sent, received or could not be sent (failed).

• Wait Time: this is how long it took a company employee to answer an incoming call. Format is “hour:minute:second.” A wait time will not display for certain call types, outgoing calls, or abandoned calls.

• DID Dialed: the Aptela phone number dialed on incoming calls.

• Talk Time: the length of the call. Format is “hour:minute:second.”

You can save report criteria for commonly produced reports. Refer to our article on how to save reports for more information.