Call History (New web)

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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).

Call History

• 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

Option A — Main menu

1. Sign in to CallProof.
2. Open Call History / Calls (label may vary).

Option B — Direct address

1. Go to your CallProof site and add /calls/all/.
2. Press Enter.

Option C — Quick Links

1. From Call History (or related Calls screens), open Quick Links.
2. 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

Call History Filter

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

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

1. Click the Filter (funnel) icon.
2. Set Source to All, Web, or Mobile.
3. Adjust dates, users, direction, sort, and max results.
4. Click Apply Filters.
5. 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

Web call with recording

Steps

1. Open Call History (Source = All or Web).
2. Find a row with a Web badge.
3. Review Caller, Direction, Contact/Number, Date/Time, Duration, and Call Result.
4. 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

1. Click the notes eye icon to view notes, or Add a note to create/edit notes.
2. Managers can set or change the star rating when rating is offered.
3. 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

Mobile call row

Steps

1. Set Source to Mobile (or All) and Apply Filters.
2. Find a row with a Mobile badge.
3. Review the phone number, time, and duration.
4. If an Account is linked, click through to Update Account.
5. If the link is wrong or missing, use the trash / override control to open Call Override for that number (see below).

Export Calls

Export Calls

Opened from: Quick Links → Export Calls Address: /calls/calls_export/

Steps

1. Apply the filters you want first (export uses your session filters).
2. Click Quick Links → Export Calls.
3. Optionally tick Only Include Notes within Date Range.
4. Schedule / confirm the export.
5. 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.

Call Overrides (related screen)

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

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

Steps — create an override from Call History

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

Typical workflow

1. Open /calls/all/.
2. Confirm the date range (default last 7 days).
3. Set Source to All, or Web-only / Mobile-only.
4. Managers: pick Users / Markets as needed → Apply Filters.
5. Open Web recordings for coaching; add notes and rate as needed.
6. Fix mislinked Mobile numbers via Call Overrides.
7. 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