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6.9. Calls List Previous topic Parent topic Child topic Next topic

The calls list shows details on the previous calls, fax and email. If desired, you can filter these calls by time period, queue, agent and other criteria. it is also possible to group the entries by type, date, queue and agent, for example. You can search the calls list by first name, last name and company name.

For each call, fax and email, the calls list contains the following information:
  • Type of call (symbol)
    Symbol Type of call
    phone_live_call.svg
    		 Inbound call
    cc_callback_call.svg
    		 Callback
    record.svg
    Recorded call
    fax.svg
    Fax
    mail.svg
    Email
  • Call ID
    Starts with 1 and is incremented by 1 for each new call, fax and email.
  • Start Date
  • Start Time
  • Queue
  • Agent / State (Call number of agent, status of call, fax or email, e.g., abandoned call. For calls that have been transferred outside the contact center, it shows transfer and destination information.)
  • Q-Time
  • Talk
  • Alert
  • CLI
  • Title of the caller or sender
  • Last Name of the caller or sender
  • First Name of the caller or sender
  • Company of the caller or sender
  • Customer ID
  • Call Complete
  • Scheduled
For each call in the Calls List, there is also a Caller History with the following information on the previous calls of the same caller:
  • Type of call (symbol)
  • Call ID
  • The Phone Number of the caller
  • Date / Time
  • Queue
  • Agent / State (Call number of agent / status of call, fax or email, e.g., Abandoned call. In case of transferred calls, it shows information that the call has been transferred along with the transfer destination.)
For each fax and email in the calls list, there is also a call history with the following information on the previous fax and email of the same sender:
  • Type of call (symbol)
  • Date / Time
  • Subject

Related information

‣ Section 6.8. Call Functions

OpenScape Business V3, myAgent, User Guide, Issue 15, ID: P31003P3030U125017619
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