Overview

This document will cover Call logs within the Voice application 'Desktop' to guide you through understanding and interfacing with them:

When navigating to the 'Call Logs' tab on the left hand side of the application you will see the following:

On the left of each entry you will have a Green or Red indicator to show if the call was answered (Green) or missed (Red).

Next you have the time, date and duration of the call.

Then the origin of the call - if the system can identify the origin as a contact or business it will do so as per the screenshot (in this case 'Aang').

You will then see the destination of the call - usually this is you the user, however as you will see calls that have come via any call groups you are a part of, this can also be shown as the person who did end up receiving the call. 

On both call tiles there are the phone and email icon's that will let you either phone the user back if the number is available (i.e. not private) or email the user (if you have an email address assigned against their number).

Next you have a number representing the amount of interactions that call had within your system, (answered, transfers, changes in queue, etc) - by clicking on this number or elsewhere in empty space within the call log row you will expand the call information to show you what these interactions were.

'Add note' is a function available to everyone to leave call notes against the entry - other users that can view the call will be also be able to see the note (if they were involved in the call or were part of a queue the call came via). In the notes you can also tag colleagues to notify them (and to have the call show in their call history if they were not involved in the call). To do this simply use the @ symbol and type your colleagues name.