Who should read this article: All users
Use Call History to view details about outbound, inbound, and Dialer calls.
Use Case: Call history
Voiso can be set up to automatically send details about calls to Salesforce. These may be viewed in the Voiso Call History pane in the contact object in Salesforce.
Click any call in the Voiso Call History pane to see details about the call, including:
| Field | Description | Example |
|---|---|---|
| Entry Name | A description of the call. | Inbound call from 1234567890 |
| Record type | The call type. | Click-to-call Outbound Call |
| Lead's Phone | The ANI or DNIS of the contact. | A 10-digit phone number. |
| Call Center Phone | The phone number of your contact center. | A 10-digit phone number. |
| Disposition | The call outcome assigned by Voiso. | answered |
| End reason | The system reason that the call ended. | Customer disconnect |
| Call Recording | A link to the call recording in the Call Detail Records. | A URL. |
| Call UUID in Voiso | The unique identifier of the call in the Voiso Call Detail Records | A 36-digit identifier. |
| Start Time | The date and time that the call started. | 31/03/2025, 5:28 pm |
| End Time | The date and time that the call ended. | 31/03/2025, 5:35 pm |
| Duration in Seconds | The length of the call in seconds. | A floating point value. |
| Duration | The length of the call. | A time in minutes and seconds, such as 02:39. |
| Owner | The name of the Salesforce user who owns the call. | A Salesforce user name with a link to the user's profile. |
| Last Modified By | The name of the Salesforce user who most recently modified the call record, along with the date and time the call record was last modified. | A Salesforce user name with a link to the user's profile followed by a timestamp, such as "User Name 31/03/2025, 5:35 pm". |
| Queue | If the call was inbound, the name of the queue that routed the call | My queue |
| Flow | If the call was inbound, the name of the Flow that routed the call | My flow |
| Wrap-Up Code | The wrap-up code selected by the agent during after call work. | Sale made |
| Description | A short summary that combines key call details from the above fields. | |
| Related Module | The Salesforce record ID the call is associated with. For example, for inbound calls, this may be the ID of a matched Lead, based on screen pop logic. For outbound calls, it may be the ID of the record from which the click-to-call was initiated. | The 15- or 18-character ID of the Salesforce record. |
Watch this video to see the Call History.