Active Call History
The system keeps track of events related to a call in a call history table (ca_hist). The records in this table are updated when:
• A call is modified or reviewed in Call Maintenance.
• The call status is changed in Call Maintenance, Call Activity Recording, Call Queue Manager, or Engineer Assignment Maintenance.
As a result, this table shows the history of all status changes to a call and when they occurred. The first record always indicates the current call information.
Status history may be important for generating reports in a regulatory environment. View call history using Call Detail Inquiry (11.1.1.3). Fields tracked in history include the status, priority, assigned engineer, problem, next status, next status date and time, and the event date and time.
Note: The active call history table is not the same as the call history table used for keeping an online history of inactive calls. See
Moving Calls to History.