What do my call icons tell me?
Call Icons will help you identify if a call was inbound, outbound or missed
Icons are allocated to each call type
User Console
Inbound Call |  |
Outbound Call |  |
Call Answered |  |
Call Missed
Missed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group
A call does not have to make it to the front of a queue to count as missed, it purely has to join the queue |
 |
No Answer |  |
Call Abandoned
Abandoned calls are calls that your staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users
Situations where this could be the case are when the caller rings in whilst the practice is closed, or the caller does not respond to a menu and hangs up before making a choice |  |
Video Call |  |
Play Call Recording
See our guides on Call Recording |  |
Voicemail |  |
Voicemail - played |  |
Silent Monitoring
Silent monitoring can be set up for your surgery by the Support Team upon request
See our guide on silent monitoring |  |
Phonebar
Inbound Call |  |
Outbound Call |  |
Missed Call |  |