Live calls, logs, voicemail and reports

Everything that happens on your phone line is under Calling → Activity: Live Calls for calls in progress and your own work queue, Call Logs for every past call with its recording and summary, Voicemail for messages callers leave, Recordings, and Reports for totals per agent.

#Live Calls

Calling → Live Calls has two views:

• Calls: every call in progress, with transfer and hang-up. Switch on Allow supervisor monitoring to Listen, Whisper (speak only to your agent) or Barge (join the call).
• Agent: your own work queue as a team member. Tabs Pending, Callbacks, History and Manual, with guidance, transcript, knowledge base, quick links and notes beside the call.

Set yourself Available or Offline in the header, and use Dial to call manually. After a call, choose an outcome: Interested, No answer, Busy, Call back later, Not interested, Wrong number or Do not call. For softphone setup and failover, see IVR, departments, team and business hours.

#Call Logs

Every call, filterable by All, Inbound, Outbound or Missed, by sentiment and by date. The top shows total calls, minutes, wallet spend and answered calls.

Open a call to see its details, the values the agent extracted, the Summary with caller sentiment (when summaries are on), and to download the Recording and Transcript.

#Recordings

Recordings lists AI agent calls and team calls separately. Set your Recording notice (the line that tells callers the call is recorded) there. To skip the notice on one number, switch on Skip recording notice on this number in that number's settings.

#Create a voicemail mailbox

A mailbox is where callers leave a message when nobody picks up. Calls reach it from a department, an IVR menu, or a teammate's failover.

1. Open Calling → Voicemail → New mailbox.

2. Enter a Name, for example Sales voicemail.

   

3. Under Belongs to, choose A teammate or A department, then pick which one.

4. Write the Greeting (up to 1000 characters). It is spoken to the caller, then a tone plays. Leave it empty to use the default: "Sorry, nobody is available to take your call. Please leave a message after the tone, and press the hash key when you are done."

5. Pick a Voice: Carrier default, Woman, Man, Aditi — Indian English or Raveena — Indian English.

6. Set the Longest message: 30 seconds up to 10 minutes. Default 3 minutes.

7. Leave Taking messages on. Off hangs up on callers sent here instead of recording them.

8. Select Create mailbox.

Then send calls to it: set a teammate's Failover destination to Send to voicemail on Team, a department's Overflow, or an IVR key.

#Listen to messages

Pick a mailbox (unread messages show a badge), then select Play on a message. Playing marks it read. You can also Mark as read, Mark as unread, Delete message or Mark all read. Each message shows the caller (or Unknown caller), the date and length, and whether the caller is in your contacts.

A deleted message is removed from storage and can't be recovered. A mailbox can be deleted only when it is empty and nothing routes to it.

#Reports

Reports: answered, no answer, busy and failed calls, total talk time, average call length, active agents, and a table per agent. Overview shows today's calls, talk minutes, spend and answer rate.

#Common questions

#Can I get an email when someone leaves a voicemail?

Not at the moment. Check Calling → Voicemail; mailboxes with new messages show an unread badge.

#Why can't I delete a mailbox?

It still has messages, or a department, IVR menu or teammate failover still sends calls to it. Remove those and delete the messages first.

#Where do I find a call's recording?

Open the call in Call Logs to play or download the recording and transcript. Recordings also lists them.

#Can a manager listen in on a live call?

Yes. In Live Calls → Calls, switch on Allow supervisor monitoring, then use Listen, Whisper or Barge.