User guide

How to use Avaya IP Office SMDR Connector, screen by screen.

Calls

Telephony → Calls is every call the PBX reported: inbound, outbound, internal and missed.

Each row carries when it started, the direction, the extension, the external number, the contact it matched, the agent who handled it, how long the talk lasted and the result. Missed calls are red on sight.

Filters worth knowing: Last 7 Days, Missed, Unmatched. Group by agent, direction, result or contact.

One call

The form adds the opportunity it was matched to, the queue and hunt-group detail, and — for a Technical Administrator — the raw SMDR record exactly as the PBX sent it.

The raw record is restricted on purpose. It is the diagnostic of last resort and it contains every dialled number.

Missed calls

Telephony → Missed Calls is its own screen, because the calls nobody answered are the ones worth doing something about.

If the endpoint has missed-call activities on, each one raises a follow-up activity against the matched contact, assigned to the extension's user. With lead creation on, an inbound call from a number matching no contact creates a lead instead.

Hunt groups are deliberately excluded from activities: one ringing group emits one record per leg, and an activity per leg is noise.

Pivot and graph

Both views are on the Calls action. Pivot day against result to see whether missed calls cluster on a particular day or a particular agent; graph for volume over time.

This is what the module is for beyond logging — the answer to are we actually answering the phone lives here, and it needs no export.

When a call matches nothing

Matching is by trailing digits, which is tolerant of country codes and trunk prefixes but is not magic. A call matches nothing when the number is not in Odoo, or is stored in a form that differs in the last nine digits.

Two fixes:

• add or correct the contact, and let Avaya: re-match unmatched calls pick it up on its next run; or
• select the calls and press Reprocess to match them now.

If a whole class of numbers is missing, the setting to look at is Phone match digits.

One caveat about matching

Two contacts whose numbers share the last nine digits match the first found — companies before their child contacts. This is a real limitation, not a bug, and it is why the raw number stays visible on the call.

The contact's side

A matched call appears in the contact's chatter, so the call history sits next to the emails and the notes rather than in a separate system.

Party names from the PBX are rendered through QWeb and escaped. A caller cannot inject markup into your chatter by naming themselves cleverly.

Endpoints and health

Telephony → Configuration → Endpoints shows Health and Last Call Received. That pair answers "is this working" without reading a log.

Request Log is every webhook request with its result. When calls stop arriving, this is the screen that says whether they are arriving and failing, or not arriving at all.

Retention

Archiving hides old calls from the default view and keeps them; deleting removes them permanently and is off by default. A call log is evidence, so destroying it on a timer is something you choose rather than something you inherit.