Call History (New web) - Revision history

Ashley DeBon at 06:32, 27 July 2026

2026-07-27T06:32:24Z

Ashley DeBon: /* Steps — create an override from Call History */

2026-07-27T06:29:44Z

‎Steps — create an override from Call History

Ashley DeBon: /* Steps */

2026-07-27T06:25:10Z

‎Steps

Ashley DeBon: /* Steps */

2026-07-27T06:25:02Z

‎Steps

Ashley DeBon: /* Typical workflow */

2026-07-27T06:24:50Z

‎Typical workflow

Ashley DeBon: /* Good to know */

2026-07-27T06:24:42Z

‎Good to know

Ashley DeBon: /* Work with a Mobile call */

2026-07-27T06:24:15Z

‎Work with a Mobile call

Ashley DeBon: /* Why Call History matters */

2026-07-27T06:24:07Z

‎Why Call History matters

Ashley DeBon at 06:23, 27 July 2026

2026-07-27T06:23:44Z

Ashley DeBon: Created page with "Path: Callproof Support - New Website - Communication Menu- Call History = Call History = '''Screen purpose:''' Review all calls in one place — '''Web''' (..."

2026-07-27T06:22:34Z

Created page with "Path: Callproof Support - New Website - Communication Menu- Call History = Call History = '''Screen purpose:''' Review all calls in one place — '''Web''' (..."

New page

Path: [[Callproof Support]] - [[New Website]] - [[Communication Menu]]- [[Call History]]

= Call History =

'''Screen purpose:''' Review all calls in one place — '''Web''' (CallProof/Twilio browser & recorded calls) and '''Mobile''' (calls logged from the mobile app) — then filter, listen to recordings, add notes, export, and fix number-to-account links (overrides).

* See Web and Mobile calls together (or one source at a time)
* Filter by date, user, direction, markets, and more
* Play, download, email, and rate '''Web''' recordings
* Open related accounts and users
* Export calls and manage Call Overrides

'''Screen title:''' Call History
'''Browser title:''' Call History
'''Address:''' <code>/calls/all/</code>

[[File:CallHistory.png|300px|thumb|Call History]]
<div style="clear:both;"></div>

== How to open Call History ==

=== Option A — Main menu ===

# Sign in to CallProof.
# Open '''Call History''' / '''Calls''' (label may vary).

=== Option B — Direct address ===

# Go to your CallProof site and add <code>/calls/all/</code>.
# Press '''Enter'''.

=== Option C — Quick Links ===

# From Call History (or related Calls screens), open '''Quick Links'''.
# Click '''Call History'''.

== Permissions ==

* You must be '''signed in'''.
* '''Reps''' usually see their own calls; '''managers''' / '''market managers''' can filter by User and Markets.
* Some companies also require '''Call History access''' on the user profile.
* '''Export Calls''' needs export permission on your profile.
* '''Email Call''' (send a recording by email) is available to '''managers''' when a recording exists.
* '''Rate''' a recording (stars) is primarily a manager action when the call is not yet rated.

== What you see on the screen ==

=== Header ===

* '''Call History''' title
* '''Quick Links''' — Call History · Export Calls · Call Overrides
* '''Filter''' (funnel) — Call History Filter

=== Table columns ===

{| class="wikitable"
! Column
! What it shows
|-
| (spacer)
| —
|-
| '''Caller'''
| Who placed/received the call (user, contact, store, campaign phone, notes link, etc.)
|-
| '''Call Direction'''
| Incoming / outgoing (and related Web call types); may show '''(Task)''' if tied to a follow-up
|-
| '''Contact / Number'''
| The other party (account, person, phone)
|-
| '''Date/Time'''
| When the call started (in your time zone)
|-
| '''Duration'''
| How long the call lasted
|-
| '''Related Record / Identity'''
| Call result and rating (Web), or linked Account / Rep / place (Mobile)
|-
| '''Source'''
| Badge: '''Web''' or '''Mobile'''
|}

'''Default date range:''' last '''7 days''' through today (until you change the filter).

=== Web vs Mobile rows ===

{| class="wikitable"
! Source
! Extra details
|-
| '''Web'''
| Second row under the call with audio player (when a recording exists), Email / Download / Summary actions, optional transcription. Shows Call Result and star rating when available.
|-
| '''Mobile'''
| Simpler row: caller, direction, number, time, duration, linked Account/Rep, '''Mobile''' badge. Trash icon can open Call Override for that number.
|}

== Why Call History matters ==

{| class="wikitable"
! Action
! Purpose
! When to use it
|-
| '''Browse / filter'''
| Find calls by day, rep, Web vs Mobile, or direction.
| Coaching, audits, “who called this lead?”
|-
| '''Listen / download'''
| Review Web call quality and outcomes.
| Training, disputes, compliance.
|-
| '''Add / view notes'''
| Capture or re-read what was said.
| After a softcall or when following up.
|-
| '''Export Calls'''
| Get a file emailed for offline review.
| Weekly reporting.
|-
| '''Call Overrides'''
| Link a phone number to the correct account for Mobile logs.
| When Mobile calls show the wrong (or no) account.
|}

----

= Filter Call History =

[[File:CallHistoryFilter.png|250px|thumb|right|Call History Filter]]

'''Filter title:''' Call History Filter

=== Main fields (always useful) ===

{| class="wikitable"
! Field
! Notes
|-
| '''Source'''
| '''All''' · '''Web''' · '''Mobile''' — hides the other source’s extra filter blocks
|-
| '''Start Date''' / '''End Date'''
| Call date range (defaults to last 7 days → today)
|-
| '''Max Results'''
| Cap how many rows load (and '''All''' when offered)
|-
| '''User (Mobile)''' / '''User (Web)'''
| Managers — pick one or more reps; Mobile also has '''Show Inactive Users'''
|-
| '''Call Direction (Mobile)''' / '''Call Direction (Web)'''
| Filter by call type / direction for that source
|-
| '''Sort (Mobile)'''
| Date · Reverse Date · Duration · Reverse Duration
|-
| '''Sort (Web)'''
| Date Added · Rev Date Added · Rank 0 to 5 · Rank 5 to 0
|-
| '''Markets'''
| Managers (and some companies) — Mobile and/or Web market filters
|}

=== Additional Web filters (advanced / hidden in form, used when set) ===

Examples include Call Result, Call Status (Completed, Incoming, No-Answer, Failed), Evaluation Result, Carrier, Account Type, Phone/Campaign, Search, Notes text, and (when AI is enabled) words in transcription. Dealer companies may also use Task / Upgrades checkboxes.

=== Steps ===

# Click the '''Filter''' (funnel) icon.
# Set '''Source''' to All, Web, or Mobile.
# Adjust dates, users, direction, sort, and max results.
# Click '''Apply Filters'''.
# Click '''Clear Filters''' to reset (Source returns to '''All''').

'''Tip:''' Choosing '''Web''' or '''Mobile''' hides the other source’s user/direction/sort/market blocks so the filter stays simpler.
<div style="clear:both;"></div>

----

= Work with a Web call =

[[File:CallHistoryWebCall.png|250px|thumb|right|Web call with recording]]

=== Steps ===

# Open Call History (Source = All or Web).
# Find a row with a '''Web''' badge.
# Review Caller, Direction, Contact/Number, Date/Time, Duration, and Call Result.
# If a recording exists:
** Use the '''audio player''' to listen
** '''Download''' the WAV (<code>/caller/download_call/<id>/</code>)
** '''Email Call''' (managers) to send the recording
** Open '''Summary''' when available
# Click the notes eye icon to view notes, or '''Add a note''' to create/edit notes.
# Managers can set or change the '''star rating''' when rating is offered.
# Click account / user / store links to open the related record.

'''If audio says “Audio not available”:''' that Web call has no recording URL.
<div style="clear:both;"></div>

----

= Work with a Mobile call =

[[File:CallHistoryMobileCall.png|250px|thumb|right|Mobile call row]]

=== Steps ===

# Set Source to '''Mobile''' (or All) and Apply Filters.
# Find a row with a '''Mobile''' badge.
# Review the phone number, time, and duration.
# If an Account is linked, click through to Update Account.
# If the link is wrong or missing, use the trash / override control to open '''Call Override''' for that number (see below).
<div style="clear:both;"></div>

----

= Export Calls =

[[File:ExportCalls.png|250px|thumb|right|Export Calls]]

'''Opened from:''' Quick Links → '''Export Calls'''
'''Address:''' <code>/calls/calls_export/</code>

=== Steps ===

# Apply the filters you want first (export uses your session filters).
# Click '''Quick Links → Export Calls'''.
# Optionally tick '''Only Include Notes within Date Range'''.
# Schedule / confirm the export.
# When finished, CallProof emails you a link; you can also find it under '''Exports''' for your user.

=== Good to know ===

* Requires export permission.
* Large ranges run in the background — wait for the email.
* If an export is already running, finish that one before starting another.
<div style="clear:both;"></div>

----

= Call Overrides (related screen) =

'''Screen title:''' Call Overrides
'''Address:''' <code>/calls/overrides/</code>

'''Purpose:''' Map a phone number permanently to the correct contact phone so Mobile (and related) call logs attach to the right account.

=== Steps — open overrides list ===

# Quick Links → '''Call Overrides'''.
# Review Account, Name, and Actions.
# Delete an override if it is no longer needed.

=== Steps — create an override from Call History ===

# On a Mobile call row, use the override / trash control when the account link needs fixing.
# Choose the correct contact phone for that number.
# Save — matching calls for that number are updated to the selected account phone.

----

= Typical workflow =

# Open <code>/calls/all/</code>.
# Confirm the date range (default last 7 days).
# Set '''Source''' to All, or Web-only / Mobile-only.
# Managers: pick Users / Markets as needed → '''Apply Filters'''.
# Open Web recordings for coaching; add notes and rate as needed.
# Fix mislinked Mobile numbers via Call Overrides.
# '''Export Calls''' when you need an offline report.

----

= Tips and important notes =

* '''Web''' = CallProof Twilio / softcall / recorded calling. '''Mobile''' = calls logged from the mobile app.
* Source '''All''' merges both lists and sorts by newest first.
* Empty results often mean the date range is too narrow or Max Results is too low — widen and Apply again.
* Personal/unlinked Mobile calls may be hidden depending on company settings (hide personal calls).
* Ratings and email-recording actions apply to '''Web''' recordings, not every Mobile row.
* Call History is for review — to place a new call use '''Make Call''' / softcall from Accounts.

== Need help? ==

* No calls found: clear filters, widen Start/End dates, set Source to All
* Cannot export: ask a manager for export permission
* No audio player: that call has no recording
* Wrong account on a Mobile call: use Call Overrides to link the number
* Cannot see another rep’s calls: only managers/market managers get the User filter
* Other issues: email [mailto:support@callproof.com support@callproof.com]

← Older revision		Revision as of 06:32, 27 July 2026
Line 1:		Line 1:
−	Path: [[Callproof Support]] - [[New Website]] - [[Communication Menu]]- [[Call History]]	+	Path: [[Callproof Support]] - [[New Website]] - [[Communication Menu]] - [[Call History (New web)]]

	= Call History =		= Call History =

@@ Line 254: / Line 254: @@
 # Choose the correct contact phone for that number.
 # Save — matching calls for that number are updated to the selected account phone.
 = Typical workflow =

@@ Line 200: / Line 200: @@
 '''If audio says “Audio not available”:''' that Web call has no recording URL.
 <div style="clear:both;"></div>
 = Work with a Mobile call =

@@ Line 179: / Line 179: @@
 '''Tip:''' Choosing '''Web''' or '''Mobile''' hides the other source’s user/direction/sort/market blocks so the filter stays simpler.
 <div style="clear:both;"></div>
 = Work with a Web call =

@@ Line 270: / Line 270: @@
 # Fix mislinked Mobile numbers via Call Overrides.
 # '''Export Calls''' when you need an offline report.
 = Tips and important notes =

@@ Line 239: / Line 239: @@
 * If an export is already running, finish that one before starting another.
 <div style="clear:both;"></div>
 = Call Overrides (related screen) =

@@ Line 217: / Line 217: @@
 # If the link is wrong or missing, use the trash / override control to open '''Call Override''' for that number (see below).
 <div style="clear:both;"></div>
 = Export Calls =

@@ Line 127: / Line 127: @@
 | When Mobile calls show the wrong (or no) account.
 |}
 = Filter Call History =

@@ Line 4: / Line 4: @@
 '''Screen purpose:''' Review all calls in one place — '''Web''' (CallProof/Twilio browser & recorded calls) and '''Mobile''' (calls logged from the mobile app) — then filter, listen to recordings, add notes, export, and fix number-to-account links (overrides).
 * See Web and Mobile calls together (or one source at a time)
@@ Line 11: / Line 12: @@
 * Export calls and manage Call Overrides
 '''Screen title:''' Call History
-'''Browser title:''' Call History
 '''Address:''' <code>/calls/all/</code>
 <div style="clear:both;"></div>
@@ Line 130: / Line 132: @@
 = Filter Call History =
-[[File:CallHistoryFilter.png|250px|thumb|right|Call History Filter]]
+[[File:CallHistoryFilter.png|350px|thumb|right|Call History Filter]]
 '''Filter title:''' Call History Filter
@@ Line 184: / Line 186: @@
 = Work with a Web call =
-[[File:CallHistoryWebCall.png|250px|thumb|right|Web call with recording]]
+[[File:CallHistoryWebCall.png|350px|thumb|right|Web call with recording]]
 === Steps ===
@@ Line 207: / Line 209: @@
 = Work with a Mobile call =
-[[File:CallHistoryMobileCall.png|250px|thumb|right|Mobile call row]]
+[[File:CallHistoryMobileCall.png|350px|thumb|right|Mobile call row]]
 === Steps ===
@@ Line 222: / Line 224: @@
 = Export Calls =
-[[File:ExportCalls.png|250px|thumb|right|Export Calls]]
+[[File:ExportCalls.png|350px|thumb|right|Export Calls]]
 '''Opened from:''' Quick Links → '''Export Calls'''