Extension Summary
Review call activity by extension and make sure incoming enquiries and outbound follow-ups have a clear owner.
In the CRM: Voice Features → Phone System → Status → Extension Summary
See the work behind each phone destination
Extension Summary groups phone activity by extension. It helps a team leader review inbound and outbound calls, missed outcomes and time spent on conversations.
Use it to understand staff and buyer destinations alongside the lead or call campaign that brought the enquiry in.
Choose the period to review
- Open Voice Features → Phone System → Status → Extension Summary, or choose Extension Summary from CDR Statistics.
- Use Quick Select to choose Today, Yesterday, Last 7 Days, This Week or This Month. Selecting a preset reloads the report.
- For a custom period, clear Quick Select and enter the Start Date/Time and End Date/Time.
- Choose whether to Include Internal calls between extensions, then choose Update.
- Review the rows and use Download CSV for a spreadsheet copy. Reset returns to the report’s default view.
Understand the columns
Keep the date range and Include Internal choice the same when comparing extensions. Consider the person’s role and working hours alongside the figures: an inbound adviser and an outbound follow-up specialist handle different work.
| Information | Why it helps |
|---|---|
| Extension and Description | Identify the phone destination and the name used for it. |
| Missed, Voicemail, No Answer and Busy | Review the call outcomes that may need attention or a different answering route. |
| ALOC | Average Length of Call, displayed as a duration in this report. |
| Inbound Calls and Inbound Duration | Review incoming calling activity and its recorded duration. |
| Outbound Calls and Outbound Duration | Review calls made from the extension and their recorded duration. |
Make the report part of a simple sales routine
Start the day by reviewing missed enquiries and identifying who will follow up. Use the extension’s call records to find the customer, then arrange the call, appointment or agreed SMS response.
During a campaign, compare incoming demand with the team’s outbound follow-up. If one destination is busy while another has capacity, review queue assignments and availability.
For buyer delivery, assign the buyer’s user and extension correctly, then review this activity alongside the campaign’s delivery and transaction records. Mango9’s campaign reports connect that handling with the lead or call sale.