Supervising

Call history and recordings

Call history. Every call on the account, newest first, with direction, agent, outcome and a play control where a recording exists.
Call history. Every call on the account, newest first, with direction, agent, outcome and a play control where a recording exists.

Finding a call

The list is filtered and paged. Rows are deep-linkable, so a call can be shared by URL.

Call detail

Selecting a row opens a drawer with the call’s timeline: each leg, in order, with its outcome.

The call detail drawer: the whole journey as an ordered timeline — IVR menu, queue wait, then the extension that answered.
The call detail drawer: the whole journey as an ordered timeline — IVR menu, queue wait, then the extension that answered.

Recordings

Whether a call is recorded is set per trunk, in one of three policies:

PolicyWhat happens
AlwaysEvery call on the trunk is recorded
On demand
OffNo recording

A row shows a play control when a recording exists. Playback streams in a modal rather than downloading the file.

A call with a recording. The player streams the audio inside the drawer rather than downloading the file.
A call with a recording. The player streams the audio inside the drawer rather than downloading the file.

Set the policy in Trunks.