Which calls were missed?
Use call-detail history to investigate activity around a user, number, or time window.
Reporting & Recording
See what happened to the call—at the level the question requires.
Start with the managed phone system’s useful call-detail tools. Add standard queue reports for ACD workflows, enhanced reporting when the full call path matters, recording when its separate requirements are defined, and an optional workflow layer when eligible recordings need to move, become text, or support custom analysis.
Scope boundary: Reporting records call events and measures activity. It does not mean audio was recorded. Recording availability, scope, access, retention, and other requirements are confirmed separately for each configuration.
Synthetic demonstration · not customer data
Call pathInbound call · completed
- 9:14:02Main numberCall entered the business
- 9:14:08Service queueCall waited for an available user
- 9:14:31Jordan · 214Call answered
- 9:18:44Scheduling · 226Call transferred
- 9:22:17CompletedFinal call event
Example events illustrate reporting concepts, not a product screenshot or promised field set.
Begin with the decision
The useful report starts with a useful question.
How did a queue perform?
Use the standard ACD reporting set to review the assigned agents, queues, dialed numbers, and summary views relevant to that workflow.
Where did the call go?
Use enhanced reporting when the important answer depends on following a call across multiple events or handoffs.
Can we find the related audio?
Recording discovery begins only after an eligible recording service and its policy, access, and retention requirements are confirmed.
Five distinct layers
Use the lightest layer that answers the question.
Basic call detail, ACD reporting, enhanced reporting, recording, and post-recording workflows solve different problems. They should not be collapsed into one feature claim.
Basic PBX call detail
The managed phone system includes useful call-history and CDR tools for everyday investigation.
- Review recent calling activity
- Investigate calls by relevant call details
- See the calling direction, parties, timing, and duration represented in the configured record
“What happened with this call?” and other direct operational lookups.
Queue reporting
Organizations using ACD queues can use the hosted phone system’s standard reporting families.
- Agent-oriented reports
- Queue-oriented reports
- Dialed-number reports
- Summary reports
Routine visibility into the assigned queue operation without adding the enhanced reporting layer.
Enhanced reporting
Add deeper historical and beginning-to-end call-path visibility when the included tools do not answer the operational question.
- Follow multiple events in one call path
- Filter and drill into call detail
- Use prepared operational report views
- Schedule recurring reports
Questions spanning extensions, agents, groups, departments, numbers, locations, or repeated time periods where supported by the configured data.
Recording
Recording concerns audio, not only call events. It requires a separately confirmed service and operating policy.
- Define which calls are eligible
- Define authorized access
- Define discovery requirements
- Optionally apply granular retention by extension, call direction, call type, and retention duration
When authorized users need to locate audio associated with an eligible call record and apply defined retention rules.
Recording handling & analysis
After PBX recording creates eligible audio, Heritage can configure a separate handler to copy, process, and deliver approved outputs.
- Copy recordings to a customer-designated compatible destination
- Optionally transcribe and summarize
- Deliver approved outputs through configured channels
- Design custom analytics around specific discovery requirements
When the customer needs a defined workflow beyond locating audio in the recording service.
Beginning-to-end detail
One call can create several events.
A single row may answer a simple question. Enhanced reporting becomes useful when the investigation depends on understanding how the call moved.
The fields and event detail available depend on the configured services and source data. Heritage confirms the actual report against the customer’s workflow before promising an answer.
01EnteredMain business number
→ 02QueuedService workflow
→ 03AnsweredAssigned user
→ 04TransferredSecond destination
→ 05CompletedFinal call event
Synthetic explanatory diagram · not customer data
Design the reporting workflow
Decide who needs which answer—and how often.
- 01
Name the operational question
Start with the decision the report must support, not a list of every available field.
- 02
Identify the reporting layer
Determine whether basic call detail, standard ACD reports, or the enhanced reporting service is needed.
- 03
Confirm the source data
Verify that the configured call flow produces the events and organizational groupings required by the report.
- 04
Define the audience
Identify who should see the report and whether the need is an investigation, an on-demand view, or recurring delivery.
- 05
Separate recording decisions
If audio is required, confirm recording eligibility, access, discovery, retention, and policy outside the reporting decision.
- 06
Validate with real questions
Test the configured report against the actual operational questions before relying on it.
Recording is a separate decision
A call record is not a call recording.
CDR and reporting data describe call events. Audio exists only when recording is eligible, configured, and operating for that call.
Enhanced recording discovery can associate an eligible recording with call detail. Its optional retention layer can set how long recordings are retained based on extension, call direction, and call type.
Which calls are recorded, who may access them, how discovery should work, which granular retention rules apply, and what deletion requirements govern the result.
No retention period, storage limit, security or compliance posture, legal sufficiency, export behavior, integration, or price is promised by this page.
Optional cloud recording workflow
Move or process eligible recordings after they are created.
Heritage’s cloud Call Recording Handler is a configurable workflow layer. It does not create the PBX recording and it is not the same as Desktop Lite, basic CDR, ACD reporting, or enhanced call-detail reporting.
Eligible recording
The PBX recording service creates audio according to the customer’s approved configuration and recording policy.
Optional processing
The handler may copy the recording, transcribe it, summarize it, or apply a discovery-driven custom analysis.
Configured delivery
Approved recordings or outputs may be delivered by email, webhook, and/or customer-designated compatible storage.
External long-term retention
The handler can copy recordings to Amazon S3-compatible storage, Backblaze B2, or SFTP when the customer’s destination and access configuration are compatible. This can preserve a copy beyond the source recording service’s configured retention window.
Not automatically permanent: destination ownership and administration, credentials, lifecycle rules, available storage, permitted content, security requirements, deletion responsibilities, and failure handling determine how long the copied recording remains available.
Transcription and summaries
Eligible recordings may be transcribed and may be summarized as separate optional processing steps.
Human review required: transcripts and summaries can be incomplete or wrong. The workflow must define who reviews output before it informs consequential action.
Email, webhook, and/or storage
Heritage can deliver approved outputs through one or more configured channels based on the customer’s workflow.
Email boundary: email is not assumed suitable for every recording, transcript, summary, or sensitive workflow. Destination choice requires a security, access, privacy, and retention review.
Advanced custom analytics
For customers with specific call requirements, Heritage can evaluate a custom analysis designed around the facts or outcomes they need to identify—for example, whether a defined event occurred or whether a call requires review.
Not a catalog promise: exact inputs, questions, outputs, review rules, and acceptable error handling are established during discovery and testing.
Common questions
Keep the reporting promise precise.
Are basic call-detail tools included with the managed phone system?
Yes. The managed PBX includes useful basic CDR and call-history tools. Heritage confirms the fields and access appropriate to the configured user role.
Does ACD queue reporting require enhanced reporting?
Not necessarily. The hosted phone system has a standard ACD reporting set with agent, queue, dialed-number, and summary report families. Enhanced reporting is for questions that need deeper historical, call-path, filtering, or recurring-report capability.
Does reporting include call recordings?
No. Reporting and recording are separate. A call can have reporting data without audio, and recording requires separate eligibility, configuration, access, and policy decisions.
How long are call details or recordings retained?
This page does not state a default period. Heritage confirms the applicable service, configured retention behavior, and business requirement before making a retention commitment.
Can different recordings have different retention rules?
Yes, when the enhanced recording-retention option is selected. Retention duration can be configured using extension, call direction, and call type. Heritage confirms the exact policy and resulting behavior before activation.
Can Heritage promise a specific report or field?
Only after validating the call flow, configured services, source data, organizational groupings, and intended question. The demonstration on this page is explanatory, not a product-field guarantee.
Can recordings be used without a policy review?
Heritage does not treat recording as a default reporting feature. The customer must define the operational and policy requirements and obtain appropriate guidance before the recording configuration is approved.
Can Heritage copy recordings to our storage?
Heritage can configure its cloud Call Recording Handler to copy eligible recordings to compatible customer-designated Amazon S3-compatible storage, Backblaze B2, or SFTP. The destination, credentials, access, security, retention, deletion, and operational responsibilities must be defined first.
Can the workflow email every recording or transcript?
Email is an available delivery channel, but it is not automatically appropriate for every recording or sensitive derived output. Heritage reviews the content, recipients, access, privacy, security, and retention requirements before enabling email delivery.
Are transcripts, summaries, or custom analytics always correct?
No. These outputs may be incomplete or wrong. The customer and Heritage define the specific question, testing, review process, and acceptable use; people remain responsible for consequential decisions.
Bring the question