You can view past calls in two areas of the product:
Global call log in Inbox
Customer call log in the Customer Profile
Both call logs have the same functionality. The only different is the Customer call log is filtered down to that particular customer.
Accessing the Call Log
Filtering on the Call Log
On both the global and customer call logs, you will have the ability to filter by:
All - all calls
Missed - only shows missed inbound calls
Inbound - only shows answered inbound calls
Outbound - captures all outbound calls
Badging on the Call Log
When there missed calls or new voicemails, we will badge the call log and increment the value:
To decrement the badging for missed calls, you will need to select the call and view the call details.
To decrement the badging for voicemails, you will need to select the call and play the voicemail recording:
Edit the Caller on the Call Log
To edit a caller, select on the particular call and then click the three dots below the Call button in the Call Details:
From the two options, select Edit caller:
A dialog will appear for you search for an existing customer or create a new customer. Once you select a new customer, the entry on the call log will update with the new customer name.
Edit Call Notes on the Call Log
To edit Call Notes, select on the particular call and then click the three dots below the Call button in the Call Details:
From the two options, select Edit call notes:
A dialog will appear to update the Call reason and Notes associated to that call. Once you click Save, the entry will be updated on the call log.
Listen to Recordings on the Call Log
All call recordings and voicemails (if you have VoIP) will appear on the call log in the Call Details. You will be able to listen to them directly from the call log, download them, and/or adjust the playback speed:
Note: We do include badging so you know when there are new voicemails or missed calls. The voicemail badging will not dismiss until you listen to the voicemail recording.