Direction
Indicates an incoming or outgoing call, respectively.
From
Name of the person who originated the call. On incoming calls, "Unknown" appears unless the user identified the caller as a contact. On outgoing calls, this is the user’s name.
Click the name in this column to open the Call Details window, where you can view more information about the call.
To
Name of the party who received the call. On incoming calls, this is the user’s name. On outgoing calls, “Unknown” appears unless the user identified the person as a contact.
“& others” in this column indicates a call with more than two parties, for example, a conference call or a call that was transferred. Double-click the call to see all the parties in the Call Details dialog box.
Answered By
Names of each user who handled an incoming call.
Placed By
Name of the person who placed the call. On incoming calls, “Unknown” appears unless TeleVantage identified the caller as a contact or user. On outgoing calls, the user’s name appears.
Number
On incoming calls, Caller ID name and number if available. On outgoing calls, the number the user dialed. On a call to or from another TeleVantage user, this field contains <NA>.
Click the number to place a call to it. The ViewPoint Web Access switches to the Call Monitor view and your station rings to connect you to the call.
Click 
to open the Place
Call To window to place a call.
From Number
On incoming calls, the caller's extension or external phone number. On outgoing calls, the user's extension.
To Number
On inbound calls, the extension or DID number that the caller dialed. On outbound calls, the number you dialed.
Called Number
On incoming calls, your Direct Inward Dial (DID) number if the caller used it to call you. The field is blank for incoming calls without DID. On outgoing calls, the number you dialed.
Start Time
Date and time that the call first arrived in the TeleVantage system.
Stop Time
Date and time when the call ended.
Wait Time
On incoming calls, the length of time from when the caller selected the user's extension to when the user picked up. On outgoing calls, Wait Time is always 00:00. This column is used primarily in call centers to keep track of the time callers spent waiting for an agent.
Account Code
Any account code associated with the call. If you have permission to view and edit the Call Log, you can click the button to enter or change the account code for the selectyed call.
Duration
Length of the call, beginning at the time when the two parties are connected.
Result
How the call ended. The possible outcomes are:
|
Abandoned |
Caller hung up before call was answered. |
|
Connected |
Call was answered. |
|
To voice mail |
Caller went to voice mail, but did not necessarily leave a message. A check in the Message column indicates a message left. |
|
Blind transfer |
A blind transfer sent the caller to another party. |
|
Supervised transfer |
A Supervised transfer sent the caller to another party. |
|
Unknown |
TeleVantage was unable to identify the outcome of the call. |
|
Login |
You logged in to TeleVantage from a remote phone. |
Left Message
If checked, the caller left a voice message.
From Device
The station ID or TeleVantage trunk number from which the call originated.
To Device
On incoming calls, the user’s station ID. On outbound calls, the trunk used for the call. If an incoming call was transferred, this column shows the last station that took the call.
Organization
Organization associated with the call, if any. Organizations are associated with outbound calls only, and represent the Organization to which the calling party belongs.
Dial String
Digits that TeleVantage actually dialed over the trunk, which may be different than the digits TeleVantage displays in a contact's phone number. For example, a dial string may contain an international or long-distance access code, a dialing prefix, or a dialing suffix.
Recorded by User
If checked, the call was manually recorded by the user using the Call Monitor.
Recorded by Queue
If checked, the call was automatically recorded by a call center queue.
Custom Data
Custom data, if any, associated with the call. Custom data can be collected by IVR Plug-ins, auto attendants, or call center queues.
Notes
Space to enter any notes about the call. Click Save to preserve the notes.
Callback Number
The callback phone number entered by the caller, if one is available.
Associate
If the associate icon appears, click it to associate a contact with the call.
Save
Click to preserve the notes associated with a call.
