Installation guide

Using the Call Log view 22-6
Chapter 22: Monitoring and Maintenance
Wave Global Administrator Guide
Call Log columns
The following table shows the information that is displayed for each call. Several columns are
hidden by default. To show and hide columns, right-click the columns header and choose
Columns.
Column Description
From
Name of the person who placed the call. On incoming calls, “Unknown” is displayed
unless the user identified the caller as a contact. On outgoing calls, this column contains
the user’s name.
To Name of the party who received the call. On incoming calls, the user’s name is displayed.
On outgoing calls, “Unknown” is displayed unless the user identified the person as a
contact.
Answered By
Name of the user who answered an incoming call or was last dialed. On unanswered calls,
the name of the user who was dialed. On answered calls that were subsequently transferred,
the name of the transfer recipient, whether or not they answered.
Number
On incoming calls, Caller ID name and number if available. On outgoing calls, the number
the user dialed. On a call to or from another Wave user, this field contains <NA>.
From Number
On incoming calls, the caller’s extension or external phone number. On outgoing calls, the
user’s extension.
To Number
On incoming calls, the user’s extension or, if the user called into Wave externally, the
external number. On outgoing calls, the external number or extension the user called.
Callback Number
If a caller enters a callback number, it is displayed with the prefix “Callback:”
Called Number
On incoming calls, your Direct Inward Dial (DID) number if the caller used it to call you.
The field is blank for incoming calls without DID. On outgoing calls, the number you
dialed.
Start Time
Date and time that the call started.
Wait Time
On incoming calls, the length of time between dialing the user’s extension and the call
being answered. On outgoing calls, Wait Time is always 00:00.
Duration
Length of time that the parties are connected.
Call ID
The Wave ID number of the call. The call ID number also is displayed in queue logs to
identify the call (see Appendix A of the Wave Contact Center Administrator Guide).
Release 2.0
September 2010