Surgery Connect Help

Call Icons will help you identify if a call was inbound, outbound or missed

<a href="#h_c11cf32700">Call Icons - User Console</a>

<a href="#h_38905b25e5">Call Icons - Phonebar</a>

- <a href="#h_c11cf32700">Call Icons - User Console</a>
- <a href="#h_38905b25e5">Call Icons - Phonebar</a>

Call Icons help you understand the state of a completed call.

Call Icons

Find answers and get help from Intercom Support and Community Experts

Track the progress of all tickets related to your company.

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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