Calls
Each time someone attempts to reach an Agent, voice mailbox, or similar via a service, we refer to their attempt as a Call. The individual who makes the call is known as a Caller.
Throughout this help portal, use of the term "call" applies to those received by the TelXL platform, otherwise known as Inbound Calls. Occasionally, other types of calls may be discussed, including those made by Agents to external numbers (Outbound Calls) and those made between Agents in search of information to resolve a query (Enquiry Calls).
Where these other types of call are discussed, they will be explicitly referred to using their full terms.
The experience of the caller is determined by several factors, the most significant of which being how the service associated with the number they called is configured.
Every call has a Priority, which dictates how urgently it will be answered compared to other calls made to the service at the same time. For more information, refer to Call Priority.
Accessing Call Logs for a Service
You can access a collection of reports known as Call Logs, which contain detailed information about each call received by a specific service.
- Access the list of services
How do I view a list of services for a specific Customer?Access the details page for the intended Customer.
How do I access the details of a specific Customer?- Type the Customer’s name into the search field at the top of any page.
- Click the intended Customer in the search results. This opens the Customer Details page.
- Select the Services tab.
- Locate the intended service and click its Call Log link. This will open a new page.