CDR — Call Detail Records & Reports

Overview

A Call Detail Record (CDR) captures the metadata for every call your tenant handles — when it happened, who called whom, how long it lasted, which trunk it used, whether it was answered, and the path it took through the system. As Tenant Admin you can browse CDRs in the Web Portal, filter them by extension or date range, drill into a call’s full route, and export the data to CSV for billing, compliance, or business-intelligence work.

In the Web Portal, navigate to Reports → CDR:

https://pbx.fortis-tele.com:8887

CDR Columns at a Glance

Column	Description
Date/Time	When the call started
From (Caller)	The originator — an extension number or external number
To (Callee)	The destination
Ring Time	Time spent ringing before answer
Answer Time	When the call connected
Duration	Total call length
Talk Time	Actual conversation time (excludes ring time)
Status	Answered / Missed / Busy / Failed
Trunk	The SIP trunk the call traversed
Recording	A link to the recording, if one exists

CDR list overview with the Action menu showing CDR / Call Recordings options — Fig. 1 — The **Reports → CDR** screen. Columns are **Caller**, **Callee**, **Start Time**, **Ring Time**, **Answer Time**, **End Time**, **Talking Time**, and **Status Code**. The right-hand **Action** button (red ring) opens a two-option menu: **CDR** (full call detail — ring time, answer time, route segments) and **Call Recordings** (the recording for the call, if one exists).

Inspecting a Call’s Full Path

Click any CDR row, or use Action → CDR, to open the call’s segment view. A segment is a single hop in the call’s path — for example, a call that went IVR → Queue → Agent has three segments, each with its own ring duration and answer state.

CDR detail modal showing route segments — Fig. 2 — The CDR detail modal. The header notes “**Double click**” — double-clicking a row opens this view. The lower table lists four route segments: the **Callee** column traces the call (`1001` → `5001` → `110` → `102`); the **Destination** column shows the SIP URIs (e.g. `sip:[email protected]:8922`); **Ring Duration** is the time each leg rang before the next leg took over; **Talking Time** is the actual conversation length on the answered leg.

This view is the fastest way to answer “what happened to that call?” — you can see exactly where it timed out, who picked it up, and which leg was actually answered.

Jumping to the Recording

If a CDR row has a recording, Action → Call Recordings opens the same filter modal you would see in the recordings report, scoped to that single call.

Recording filter modal opened from CDR — Fig. 3 — The filter modal showing the recording details for one call: Callee (`102`), Start/End Time, Talking Time (`52S`), and the **Filename** of the WAV recording. The download icon (↓) saves the file; the play icon (▶) plays it in the browser.

Filters

Filter	Description
Date Range	Predefined ranges (Today, Last 7 days, etc.) or a custom span
From Number	Caller extension or external number — accepts ranges (`1000-2000`), prefixes, or exact matches
To Number	Callee — same syntax as From
DID Number	Filter inbound calls by the DID they arrived on
Call Status	Answered / Unanswered / Any
Duration	Filter by talk time or ring time
Hour of Day	Limit to specific hours (useful for shift-pattern analysis)
Session ID	Look up a single call by its unique session identifier

After setting your filters, click Search to refresh the list.

Heads up: Very large date ranges can take noticeably longer to query, particularly on busy tenants. Narrow the range when you can.

Exporting to CSV

To pull CDRs into a spreadsheet, billing system, or BI tool:

Reports → CDR
Apply your filters
Click Export → CSV

The CSV contains every column visible in the list, plus the underlying timestamps in ISO-8601 format.

Live Webhook for Call Events

For real-time integrations (CRM call popups, ticket auto-creation, downstream billing) the tenant can register a webhook that fires on each call event:

Settings → Tenant Settings → CDR Webhook
Enter the Webhook URL of your endpoint
Choose which events to subscribe to (Call Start / Call End / Missed Call)
Click Save
Click Test Webhook to verify your endpoint receives the test payload

Only Tenant Admins can enable or disable the webhook. The PBX retries failed deliveries automatically; persistent failures are logged.

Tips

Use the Hour of Day filter to find traffic peaks before deciding on queue staffing.
Monitor Missed calls weekly — a sudden rise often signals a misconfigured inbound rule, a dead trunk, or an under-staffed queue.
Export monthly CDRs and archive them — long-term retention in the PBX is bounded; your archive is your audit trail.

Next Step

→ Conferencing

Last updated: 2026-05-01