Difference between revisions of "Call History (New web)"
Ashley DeBon (talk | contribs) (Created page with "Path: Callproof Support - New Website - Communication Menu- Call History = Call History = '''Screen purpose:''' Review all calls in one place — '''Web''' (...") |
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'''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). | '''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). | ||
| + | [[File:CallHistory.png|350px|thumb|Call History]] | ||
* See Web and Mobile calls together (or one source at a time) | * See Web and Mobile calls together (or one source at a time) | ||
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* Export calls and manage Call Overrides | * Export calls and manage Call Overrides | ||
| − | '''Screen title:''' Call History | + | '''Screen title:''' Call History |
| − | '''Browser title:''' Call History | + | |
| + | '''Browser title:''' Call History | ||
| + | |||
'''Address:''' <code>/calls/all/</code> | '''Address:''' <code>/calls/all/</code> | ||
| − | |||
<div style="clear:both;"></div> | <div style="clear:both;"></div> | ||
| Line 130: | Line 132: | ||
= Filter Call History = | = Filter Call History = | ||
| − | [[File:CallHistoryFilter.png| | + | [[File:CallHistoryFilter.png|350px|thumb|right|Call History Filter]] |
'''Filter title:''' Call History Filter | '''Filter title:''' Call History Filter | ||
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= Work with a Web call = | = Work with a Web call = | ||
| − | [[File:CallHistoryWebCall.png| | + | [[File:CallHistoryWebCall.png|350px|thumb|right|Web call with recording]] |
=== Steps === | === Steps === | ||
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= Work with a Mobile call = | = Work with a Mobile call = | ||
| − | [[File:CallHistoryMobileCall.png| | + | [[File:CallHistoryMobileCall.png|350px|thumb|right|Mobile call row]] |
=== Steps === | === Steps === | ||
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= Export Calls = | = Export Calls = | ||
| − | [[File:ExportCalls.png| | + | [[File:ExportCalls.png|350px|thumb|right|Export Calls]] |
'''Opened from:''' Quick Links → '''Export Calls''' | '''Opened from:''' Quick Links → '''Export Calls''' | ||
Revision as of 06:23, 27 July 2026
Path: Callproof Support - New Website - Communication Menu- Call History
Contents
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: /calls/all/
How to open Call History
- Sign in to CallProof.
- Open Call History / Calls (label may vary).
Option B — Direct address
- Go to your CallProof site and add
/calls/all/. - 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
| 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
| 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
| 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
Filter title: Call History Filter
Main fields (always useful)
| 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 |
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.
Work with a Web call
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 (
/caller/download_call/<id>/) - 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.
Work with a Mobile call
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).
Export Calls
Opened from: Quick Links → Export Calls
Address: /calls/calls_export/
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.
Screen title: Call Overrides
Address: /calls/overrides/
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
/calls/all/. - 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 support@callproof.com
