Automations & integrations

One phone path in, and a call log that finally tells the truth about every call.

Short
summary

Industry: Real estate
Model: Inbound phone system and call log
Platforms: Web app, phone app and desk phones
Users: Office staff and agents
Scope: Call routing, call log and a staged rollout

The office's calls passed through several handoffs, and the log built from them was often wrong: incoming calls marked outgoing, missed calls marked answered, the same number saved twice, and anonymous callers and voicemails hard to follow.

The challenge

Call data passed through several handoffs between the carrier and the voice platform, and a forwarding change nobody tracked made it worse.

A call log can only be as accurate as the events it is built from.

The solution

Incoming calls are forwarded from the carrier to the voice platform, which runs the language menu, routing, agent devices, voicemail and recordings. Each step is sent to the call log by webhook, so direction, status, duplicates and repeat callers are worked out from real events. The work is being tested on an isolated line, first with softphones, then office desk phones and finally the customer's own devices.

01Call log

Every call in one readable list.

Call log with repeat caller badges, statuses and play and call-back actions

At a glance

1 table

direction, language, option, status and time

Each call shows who called, whether it was incoming or outgoing, the language and option they chose, how it ended and which agent took it. Repeat callers carry a badge, and anonymous calls are labelled as such.

Caller history with calls, an event timeline and a recording player

02Caller history

Follow one caller across all their calls.

One number

1 caller

all calls, in order, with their recordings

Open a number to see every call from it, what happened in each step of the latest one and a recording to play back. A number that keeps calling without an answer is easy to spot and call back.

03Call flow

Each step of the call reports back to the log.

Voice platform

2 languages

Dutch and French menus

The menu and routing are built in the voice platform's own flow builder, outside this app. A caller picks a language and an option, the sales team rings for a set time, and a voicemail or an event to the call log follows.

Voicemail inbox with an anonymous message open, a player, assignment and activity

04Voicemail

Play a voicemail, assign it to a colleague and mark it handled.

Inbox

1 inbox

with anonymous callers included

Voicemails are listed with who left them, the route they took and how long they are.

05Rollout checks

Prove each part works on the test line before the customer's phones are switched over.

Rollout checks table across softphones, desk phones and customer devices

Validation

8 checks

across three stages of devices

Audio quality, caller ID, routing, voicemail, recordings, duplicate numbers, call statuses and outbound logging are each checked on softphones, then office desk phones, then the customer's devices.