Telephony Log records detailed information of all the calls placed/received in ServiceDesk plus Cloud via Cloud Telephony integration.
Role Required: SDAdmin
To access telephony log, go to Setup > Data Administration > Telephony Log. A preview of the details is listed on the telephony log page.
Click a telephony log to view more details about the call. The following details are logged for every call in ServiceDesk Plus Cloud:
|
Detail |
Description |
|
Caller Number |
The number from which the technician places the call. |
|
Caller Name |
The username of the caller, as present in ServiceDesk Plus Cloud. |
|
Receiver Number |
The number to which the technician calls. |
|
Receiver Name |
The username of the receiver, as present in ServiceDesk Plus Cloud. |
|
Call Duration |
The duration of call indicated as hh:mm:ss. |
|
Caller Description |
Notes added by the caller during the call. |
|
Receiver Description |
Notes added by the receiver during the call. |
|
Module |
The module/tab from which the call was placed. Currently, Cloud Telephony integration is enabled only for the Requests module, and therefore, the information is logged only for outgoing calls initiated from the request details page. |
|
Module Record ID |
The ID of the record from which the call was placed. Currently, this information is logged only for outgoing calls placed from the request details page. |
|
Time |
The time when the call was initiated. |
|
Voice URl |
The URL where the call recording is present. |
