The Calls section contains the history of incoming and outgoing calls performed by bpm’online users. Records are automatically added to the section every time you receive or make a call using the . Use the section tools to view detailed information about each call, as well as to build charts and generate analytical reports.
By default, the section is not displayed on the side panel but can be added to the workplace. You can find more detailed information about thein a separate chapter.
Setting up integration with telephony
To be able to receive and make calls in bpm’online, you need to set up integration with telephony.
The section has several views:
– call list. It displays calls as a list of records. All list columns are described below in the context of the.
– call analytics. It displays charts, indicators and ratings that can be used to analyze calls.
All calls are registered automatically in bpm’online, that is why the possibility to add calls manually is not available in the section. Here you can view the information about a call, update it or delete the call.
Also, you can play back a recorded call for the external calls.
[Play] – click to play back a recorded call.
[Stop] – click to stop playing back a recorded call. By default, playback stops automatically when the record is over.
The playback of calls is available in bpm'online for integration with Webitel and Oktell.