Call history
Call History under Phone in the sidebar is the record of every call to and from your organization’s numbers, read from the carrier. It is scoped to the organization you are in, so switching organizations switches the history you are looking at.
What each row shows
Section titled “What each row shows”When the call started, its status, its direction (inbound or outbound), the from and to numbers, its duration, its cost, and the call’s ID at the carrier. Statuses are the carrier’s own: Completed, No Answer, Busy, Canceled, Failed, and for a call still under way, Queued, Ringing or In Progress.
Finding a call
Section titled “Finding a call”- Timeframe: Today, Last 7 Days, Last 30 Days, or a custom date range.
- Status, and the From and To numbers.
- Look up by call ID narrows the calls on screen to the one with that carrier ID, which is what a carrier support conversation will quote back to you. It searches what is loaded, so set the timeframe first.
The list is ordered most recent first, with a pager at the foot.
Two records, one call
Section titled “Two records, one call”Call history is the carrier’s view: every leg, including the leg to the on-call person, with its own status and cost. A line’s Overview shows the same calls the way the practice thinks of them: one patient call, who it rang, whether it was answered, and where it went if not. When you want to know what happened to a patient, start on the line; when you want to reconcile a bill or quote an ID to support, start here.
Who can see it
Section titled “Who can see it”Everyone on the team, from Viewer up.