On Premises

Universal Timeline Service

The Universal Timeline Service is a separate service used for the following products:

  • WebAgent

    Provides a web service to retrieve timeline information of the contact.

No matter what channel your client uses to contact you, as long as their details are in your CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database, the timeline will contain all previous (not the current) moments of contact.


The Universal Timeline Service can connect to the CDR database using a SQL Account or a Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) account., see: Connecting to Azure SQL