📞 Documentation: Telephony

📞 Definition — Telephony module

The Telephony module is the company IP telephony on the TelHarbor PBX: softphone, queues, agent presence and call control, plus call (CDR) and queue reports. The desktop app registers over VPN and speaks SIP to the PBX.

Facilities: Call Center, Contacts, Video, Collaboration and Call History — built into the Softphone App (TelHarbor UCaaS Desktop).

In the portal you see the call inbox. It is the history of your numbers’ calls, with its filters, and it is what this guide explains. Everything else lives in its own place: making and answering calls happens in the Softphone App; queues and agents, in the Operator Panel and in the Calls and Queues reports. Numbers and call flows (IVR) are set up by the TelHarbor team: request changes through the Help Desk.

🗺️ Diagram

The Softphone App connects over an encrypted VPN to the PBX (fail-closed: no VPN, no service). The Click-to-dial API reaches UCaaS over HTTPS with an API Key, and UCaaS originates the call on the PBX via AMI. The PBX routes through the TelHarbor Provider to the public network (PSTN).

The portal reads live PBX state via AMI/ARI (presence, queues, wallboard) and the reports (CDR and Call Center) from the call records — without exposing the PBX to the Internet.

📘 Explanation (step by step)

1. The desktop app brings up the VPN and registers the SIP extension to the PBX. Fail-closed rule: without a validated VPN the softphone does not start.
2. The agent calls, answers and transfers; may belong to one or more queues.
3. Presence (available, busy, on call) is reflected in the portal and the live wallboard.
4. Reports include CDR (call detail) and Call Center (queue and agent performance), with date filters and drill-down.
5. Click-to-dial API: originate calls from your system with POST /v1/dial/call — it rings the agent and, on answer, dials the destination. See the API Documentation.
6. The Softphone App also includes Call Center, Contacts, Video, Collaboration and Call History.

Security: the PBX is never exposed to the Internet. Access is only through the company VPN; softphone, chat and remote support do not start without it.

🎬 Video: a tour of the call inbox

About two and a half minutes: how to sign in securely, what the inbox shows, its columns, filtering by direction, number, result and dates, and what to do when nothing matches. It is narrated: turn the sound on.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

📞 The call inbox

Every call on your company numbers: incoming, outgoing and internal.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Telephony

   The module in the side menu, under UCaaS Hubs.

2. 2
   Refresh

   Queries the calls again and goes back to the first page.

3. 3
   How many calls

   The number of calls that match the filters; it changes every time you filter.

4. 4
   The summary

   Total, Inbound, Today, Answered, Transferred and Handoff (the ones the bot passed to a person). It covers your whole history: it does not change when you filter.

5. 5
   The filters

   Direction, Result, From, To and Search. They combine with each other and are applied with Filtrar (Filter).

6. 6
   Source

   Who called: the caller number, or the extension that dialled if the call went out from your company.

7. 7
   Number

   Your number the call came in on; on outgoing calls, the number dialled.

8. 8
   Result

   How it ended: answered, transferred, voicemail, handoff, in progress or outgoing. If the PBX reports another state (for example «no answer») it is shown as is.

9. 9
   Flow

   The service flow that answered the call. «(sin flujo)», no flow, means it did not go through one — an internal call, for example.

🔀 Filter by direction

See only incoming, only outgoing or only internal calls.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   The count

   After filtering it says how many calls are left (here, the incoming ones).

2. 2
   Direction

   All, inbound, outbound or internal. Internal means from one of your extensions to another.

3. 3
   Filter

   Applies what you picked and returns to the first page.

4. 4
   Flow

   With the incoming ones you see at a glance which flow answered each call.

🔎 Search for a number

The whole history of one phone, incoming and outgoing.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   The count

   How many calls match what you searched for.

2. 2
   Search

   The whole number or part of it. It looks in the caller, in the destination and in your own number alike.

3. 3
   Filter

   Runs the search; it combines with the other filters.

4. 4
   Source

   The same number shows up both when it called and when someone dialled it from one of your extensions.

📅 By result and by date

How the call ended and in which period.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   Result

   In progress, answered, transferred, voicemail, handoff or outgoing (originated).

2. 2
   From

   First day of the period, included.

3. 3
   To

   Last day of the period, included up to 23:59.

4. 4
   Filter

   Applies result and dates at once.

5. 5
   Duration

   Minutes and seconds talked. A call in progress shows 0:00.

📑 More than one page

The table shows fifty calls per page.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   The list

   Up to fifty calls, newest first. This screenshot shows the end of the list.

2. 2
   Previous

   Goes back one page; it is disabled on the first one.

3. 3
   Page X of Y

   Which page you are on and how many there are with the current filters.

4. 4
   Next

   Goes forward one page; it is disabled on the last one.

🚫 When nothing matches

What you see when no call matches the filters.

Sample data: fictitious company, numbers and extensions. The Telephony page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.

1. 1
   0 calls

   No call matches what you asked for.

2. 2
   What you searched

   Check the number: one digit too many is enough to find nothing.

3. 3
   «Sin llamadas.» (no calls)

   The empty-table notice. Clear what you typed, set Direction back to all and filter again.

4. 4
   Page 1 of 1

   With no results there are no pages to walk through.