Call Inbox

call inbox is a dashboard where every call whether outbound or inbound is displayed in the inbox (analogous to e mail) you can get vital call information like the date, time, duration, type, reference id associated with each call by clicking on the number you can add the user to the address book by filling in his/her basic information this will help the system recognize the next time a call is received from this number you can also access the mini crm where you can assign status like open, closed, or pending to each call and add notes to remember information worth noting for an incoming call, you can assign the call to any user in the group so that he can follow up it contains a search/filter option to filter out calls we can filter out calls using the parameters like call time period, direction, exophone, agent, call type, etc it also contains advanced filter options like duration condition, app type, app name, assigned agent, group, etc for calls received by you as a part of a group (that is, when you connect the call to a group), it will also show up in a separate "group inbox" view for example, we have a group called "sales" and hence it shows up like this below are the labels available in the inbox label meaning from string; the phone number that will be called first and displayed on the dashboard as "from" to "to" is the number from which the second leg of the call is connected direction the call will either be an incoming call or an outgoing call exophone/flow in case of an outgoing call, the exophone used to trigger the call will be displayed, in case of an incoming call, the flow name will be visible please note, in case of an api call to connect a number to a call flow, the flow name will be displayed time the time when the call occurred outcome based on scenarios the outcome of the call is decided the below tables represents the same call duration it will display the overall duration of the call(which is the cumulative duration of all the recordings for ex multiple recording in case of call transfer) along with an option to play the recording the outcome of a call text direction scenario call was successful inbound/outbound when both the parties, i e leg 1 and leg 2 answered the call and the status for both the legs is completed no agent/user answered inbound in an incoming call scenario when the second leg status is no answer client unanswered outbound in an outbound call scenario when the second leg status is no answer client hung up before connecting to any user inbound in an inbound call scenario where the call is hung up before it's connects to any agent or the leg 2 status is n/a user hung up before connecting to any client outbound in an outbound call scenario where the call is hung up before it's connects to any customer or the leg 2 status is n/a client hung up during the call inbound in an inbound call scenario where the leg 2 status is canceled user hung up during the call outbound in an outbound call scenario where the leg 2 status is canceled advanced filter option watch a short video