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CHAPTER 14. USING THE CALL LOG FOLDER 14-9
You can also enter an account code using the telephone commands. See “Entering an account
code for a call” on page 4-11.
Opening the contact record from a contact’s call ______________
If a call was identified as being from a contact, you can open the contact’s record to view or
change information about that contact. To do so, select the call and choose Actions > Open
Contact
.
Listening to a recorded call from the Call Log _________________
If a call was recorded, you can play the recording from the Call Log. To play a call recording,
you must have permission to view the voice mailbox in which the call recording resides.
To see which calls have call recordings attached to them, show the following two Call Log
columns:
Q User Recording. Displays a check for any call with an attached recording that you
made.
Q Queue Recording. Displays a check for any call that was recorded automatically by a
Strata CS call center queue. If your calls are not subject to such recording, you do not
need to show this column.
To show columns, choose View > Current View > Show Columns.
Note: The Notes pane contains a call recording note if the call was recorded automatically by a
call center queue.
To play a call recording
Select the call, then choose one of the following commands:
Q Actions > Open User Recording. Plays call recording that you made manually.
Q Actions > Open Queue Recording. Plays a call recording that was made automatically
by a call center queue.
Note: If a command has multiple recordings to choose from, it plays the last recording made by
the first user or queue to make recordings. For example, if you recorded two sections of a call,
the last recording would play. If a call was handled by two queues, each of which automatically
recorded it, the first recording would play.
Sharing the Call Log ______________________________________
You can share your Call Log view with other users, so that they can view it in their own
ViewPoint. See “Sharing folders” on page 8-24.