Call protocols

Note: The call protocol can be opened only with a valid CTI license.

You can open the call protocol using the menu Back office/My calls.

All incoming and outgoing calls are logged in a journal, including duration, time and contact information about the conversation partner. With outgoing calls, the data is logged at the internal staff member who started the conversation. With incoming calls or calls that were made by other staff members, the data is logged at the external contact.

When opening the list, it is restricted to the calls of the logged-in user. The view can be further adapted by means of dialog menus in the list:

  • Period of time: As with messages (Total, Today...)
  • Calls: All, missed, accepted

The following functions are available in the list:

  • Call (new): Opens the phone form
  • Person (new): Opens a modal person form and sets the phone number
  • Call back: Opens the callback query TAPI
  • CTI configuration: Opens the CTI configuration of the logged-in user
Info

Admin: For data protection reasons, it can be necessary to delete call protocols automatically or to reduce them (e.g., by deleting all entries that are older than 5 days). For this, there is a job, "clear up dialing protocol", that deletes for all users all entries from the PSA_CTI_CLL_LOG data object that are older than the specified date.