Overview: Softphone call history (App)

This article provides an overview of softphone call history in App.

In this article

Overview

In App, the call history tab under the softphone workspace is a call log that captures all of your phone call activity. This is where you can review your call history. The call records are listed in chronological order with the most recent call record listed at the top of the list.

The system creates records for all inbound and outbound phone calls, including your direct inbound dial (DID) calls, extension calls, and queue calls (if you are a queue user and your voice call settings are configured to route to your IP endpoints). This means that, if you have calls routing to a queue, your mobile device, a forwarding number, and/or your endpoints (like your softphone and/or desk phone), then that call activity appears in this list.

These call records remain in this list, so you can always find a previous call by searching your call history. When reviewing a call record, you can manage it in several different ways, like downloading the call recording (if applicable), reviewing the call details, calling back the caller, or marking the record as unread if you need to come back to it at a later date.

Note: Call history lists every Softphone call initiated or received. These records cannot be deleted.

Visual breakdown

• Missed call notification (A): The missed call notification indicates that you received a call and didn’t answer it within your set ring time. If you miss a call, the notification automatically populates. Clear this notification by either clicking the Clear All Notifications button or clicking the call record icon. You can re-enable this notification by clicking the call record icon again.

• Search call log (B): The search call log area includes, from left to right, the filter menu, search field, and run search button. These items work together to narrow down your call history log to find specific records.

  • • Filter Menu: The filter menu and search field are how you find specific calls from your call history log. The filter menu has these options: To, From, and Date. 

      • • To: Search for a specific outbound call record.

        • From: Search for a specific inbound call record.

        • Date: Search for a call record created on a specific date.

    • Search field: Use this text field in conjunction with the filter menu to narrow your call history log down to a specific record or a set of records. For example, if you want to locate a call recording from several months ago, select ‘Date’ from the filter menu and enter the specific date in the search field. This narrows your call records list down to all calls made and received on the entered date. 

    • Run search button: Click this button to initiate a search based on the data entered in the filter menu and search field.

• Clear All Notifications (C): The Clear All Notifications button is where you clear all your missed call notifications from the call history tab. Once you have cleared all missed call notifications, you can’t undo this action. To re-enable a notification for a specific call log, click the call record icon.

• Download (D): The download button is where you download the audio recording file for the phone call to your computer.

• Play (E): The play button is where you start playing the call recording file to listen to it directly from this workspace. Once the recording starts playing, you have access to additional controls, like pause and stop. To enable or disable call recording, configure the Call Recording field under your Voice settings.

• Call record icon (F): This button is where you enable/disable individual call record’s notifications and see the call record type. When this icon is all red in color, that means it’s a missed call and the missed call notification is enabled. When this icon is all green, then that means you’ve re-enabled the missed call notification. White icons mean the record has been processed. For calls made directly to your DID or extension, the icon is a phone receiver. For queue calls routed to your IP Endpoints, the icon is a ‘Q’.

  • • An inbound call record has the arrow pointing down and to the left. 

    • An outbound call record has the arrow pointing up and to the right.

• Call Record (G): The call record area is where you review the details for the call. This record includes information like the Caller ID information (if available), the caller’s phone number, and the date and time the call was received. Additionally, this is where you see the duration of the call recording if the call was recorded. Lastly, for internal calls, this displays the profile picture for your coworker and their user status information.

• Open Interaction Card (H): The Open Interaction Card button gives you the ability to open the completed interaction for review. This appears only when you have your queue calls routed to your IP Endpoints and have accepted, and managed, an interaction through a queue. The completed interaction contains the interaction’s data, but also can include notes regarding the interaction and/or a scorecard completed by your manager.