Call Logging
This documentation corresponds to the legacy version of Unaric Voice for Teams. The documentation for the current version is located at Unaric Voice for Teams.
Inbound and outbound calls are logged in Salesforce as Task records. Information fields are alike for inbound and outbound calls, and are titled following this format: [Inbound] + [call hour] + [action to be taken].
Fields
Fields include call hold time, Ring time, Call ID, or who a call was transferred to (Call Transfer to) as specific fields that are logged.
Fields table
Section | Field | Notes / Description |
|---|---|---|
Task Information | Assigned To | The person responsible for this task. |
| Subject | Task title summarizing the call follows the format of call type, time, and action ( e.g. “Inbound 12:17 (Decision < 2 month)”). |
| Due Date | Task deadline. |
| Related To | Contact linked to this task. |
Call Information | Caller ID | Phone number of the caller. |
| Called ID | Destination number in the system. |
| Call Start | When the call began. |
| Call End | When the call ended. |
| Call Duration | Call total duration (in seconds). |
| Call Hold Time | Time the caller was on hold (in seconds). |
| Call Ring Time | The time the call ringed before answering or hanging up (in seconds). |
| Call Transfer Type | If the call was transferred, this field specifies whether it was blind transfer or consulted transfer. |
| Call ID from PBX | Internal call reference (UUID) from the PBX system. |
| Call Result | Labelled outcome of the call. |
| Call Result Group | Classification of the call result. |
| Internal Call ID | System-generated identifier for backend tracking. |
| Call Type | Specifies if it is an inbound or outbound call. |
Additional Information | Status | Marks the task as Completed. |
| Priority | Use this field to indicate urgency. |
System Information | Created By | |
| Last Modified By | |
Call transfer logging
Upon transferring a call, Salesforce generates a separate Task record for the recipient. This record includes the Call Transfer Type field to indicate whether the transfer was blind or consulted.