Call Log

The Call Log is a central place were a user with access can view and play the conversations and voice messages made by the AC. The Call Log has 2 tabs "Result" and "Orange Box". A user will need to be granted access to view the Call Log tab, access can be granted in User Setup > User Access > Call Log.

Result tab

The Result tab will consist of a Calendar and date selector drop down, filters to drill down on searches, and a check box "Show Voice Mails only". At the top of the Result grid we will display the Total Calls, Duration and Price for the select date range and filter selections. By right clicking on an entry on the grid a user can select to Search Customer, View Profile (if linked to a file), Assign To and Unlink . When a Log is linked to a customer's file the recorded file will display on the Contact Hist tab and the user will be able to click the play icon and listen to the call.

• • Search Customer - when selecting Search the Search screen will open with the phone number displaying, a message will display if no customer is found. If a customer is found the user would double click on the customer and be presented with the customer's profile and the call entry will now be linked to this customer profile.

  • View Profile - when selected and the call entry is linked this will take the user directly to the customer's profile.

  • Unlink - when selected this will unlink the call entry to the linked file and the user will be able to link to the correct customer profile.

  • Assign To - when selected a "Assign To" popup will display where the user can select from the drop down a user to assign the call entry to.

The Result grid will consist of 20 columns:

• • Call Start Time - date and time the call was made

  • Duration - length of the call

  • Voice File - displays the play button to listen to the call

  • Listen To - displays the username of the person that listen to the Voice Mail

  • Result - the status of a Voice Mail (In Progress, Pending, Completed and Deleted)

  • From - User's location phone number

  • To - customer phone number

  • Cust# - customer number

  • First Name - first name of customer

  • Last Name - last name of customer

  • Phone - Home, Work, or Cell (only on outbound)

  • Type - Outbound 2 or Inbound 1

  • Username - name of the user making/accepting the calls or name of the user that a Voice Mail has been assigned to

  • Location - user's location name

  • Cost per Call

  • Results - no-answer, completed in-progress etc.

  • Contact Type - Maintenance, Turn off Confirm Appt, Followup, Sales, Sales Leads etc.

  • Reason - Recycle reason and comments entered by user

  • Store

  • Branch

In the columns Duration and Voice File a Play button will display, when clicked the user will be able to play back the Call, once the play button is clicked it will display as a Pause button where the user can click and stop the recording.

*By default the Call Log will default to "Today" and not "MTD".