RingCentral Office@Hand from AT&T

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Office@Hand: Call Log Overview  
Article #2592

Call Log: Simple View vs. Detailed View

The Call Log provides customized reports on inbound and outbound calls, and faxes for RingCentral Office@Hand from AT&T Users. These logs are stored in your Office@Hand Online Account for 1 year or until you delete them.

You can click on the below to jump to specific topics:

Call Log: Basic Functions

Viewing your Call Log
Filtering Call Log
Viewing the Call Log of another extension (for Administrators only)
Interpreting your Call Log

Call Log: Other Features

Call Log Delivery (automatically receive Call Log reports on your Email)
Downloading your Call Log
Deleting your Call Log
Block a Contact
Add a Contact
Bad Call Indicator

Click the Call Log tab to access your call logs.

When logged in as an administrator

When logged in as an administrator

When logged in as a User/Extension

When logged in as a user/extension
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Viewing your call log

By default, Call Log will be displayed in Simple View. There are two types of Call Log views. 

Simple View
Detailed View

Simple View

This offers a summary of your Call Log with the following information:

The table below presents the data which comprise the Simple View:

Type

This indicates whether the log is a Phone call or Fax Message.

It also shows the Direction of the Call (Inbound or Outbound).

Phone Number

Originating Phone Number.

Name

Shows the name of the caller

(will only show the City and State if number is not in your Contact list).

Date/Time of Call

Displays the date and time a call or fax, was received or sent.

Recording

If the call is recorded, it will show a Listen/Play button.

Action

Indicates the type of action performed.

Result

Shows the end result for the log.

Length of Call

This reflects the duration of time when the Caller gets connected to the Office@Hand system and not the duration of the call after it was answered. The length of time will still display even if the call was not answered.

Bad Call Indicator

This feature allows the users to mark the call as a bad call.

Check here to learn more about the Bad Call Indicator feature.

Click here to learn how you can interpret a Call Log.

Detailed View

This offers a detailed view of your Call Log and provides the following additional information on top of the single view:

The table below presents the data which comprise the Detailed View:

Type

This indicates whether the log is a Phone call or Fax Message.

It also shows the Direction of the Call (Inbound or Outbound).

From

This is where the Phone Call or Fax Message came from.

To

This is the Dialed Phone Number.

Ext

This is where the Phone Call or Fax Message landed or originated from.

Forwarded To

This is the Forwarding Number where the call was routed to.

Name

Shows the name of the caller

(will only show the City and State if number is not in your Contact list).

Date/Time of Call

Displays the date and time a call or fax, was received or sent.

Recording

If the call is recorded, it will show a Listen/Play button.

Action

Indicates the type of action performed.

Result

Shows the end result for the log.

Length of Call

This reflects the duration of time when the Caller gets connected to the Office@Hand system and not the duration of the call after it was answered. The length of time will still display even if the call was not answered.

Included

This is the cost per minute used included in your Office@Hand Plan.

Purchased

This is the cost per minute used not included in your Office@Hand Plan, e.g. International Calls.

Note: You need to scroll to the right to view the rest of the details.

To know how to interpret your call log, click here.

You can also download your Call Log by clicking on the Download button.

Note: The downloaded Call Log will only contain the details on the Filter that you selected.

Filtering Call Log

Office@Hand has 2 filtering options that allow the Users to search for specific calls, faxes or phone number.

Regular Filtering Options
Advanced Filtering Options

Regular Filtering Options:

Date Filter:

You can filter calls or faxes based on dates using the preset ranges (Today, Yesterday, Last 7 days, Last 30 days or Last 60 days). You can also use a specific date range.

Phone Number or Contacts:

You can filter using a specific phone number or contact. Enter the phone number in the field, or click Contacts to search your contact list.

Advanced Filtering Options:

Click Open Advanced Features to access advanced filtering options.

Use the following options to narrow down your search:

Type of Call:

You can filter based on Type of call (Voice, Faxes or VoIP). Tick the appropriate box for the call type you are searching for.

Direction:

You can filter for either Inbound or Outbound calls by ticking the corresponding box.

Extension:

This option is only available for Users with Administrator Access. Administrators can filter and view the Call Log of a specific extension. Administrators can click the drop-down and choose which extension’s Call Log they want to view.

Additional Options:

Filter Call Log to show either Blocked Calls, Recorded Calls or RingMe Calls.

Interpreting your Call Log

The following icons indicate the different types of Action of a Voice or Fax activity:

Type

Icon

Type

 

Incoming Call

 

Incoming Fax

 

Outgoing Call

 

Outgoing Fax

 

Missed Call

Action

Action

Definition

Phone Call

Incoming call to your phone number or extension

VOIP Call

Outgoing call from your Office@Hand Mobile App, Desktop App and IP Phone provisioned with Office@Hand.

FindMe

Forward attempts to your Office@Hand forwarding number.

Transfer

Outgoing call to another extension within the account (transfer call from one extension to another).

RingOut Web

Outgoing call Using the RingOut feature on your Office@Hand online account.

RingOut PC

Outgoing call using the RingOut feature on your Office@Hand Desktop App.

Phone Login

A log in to your Office@Hand account via phone via the Office@Hand Interactive Voice Response.

Calling Card

Outgoing call using the Office@Hand Virtual Calling Card feature.



Example 1: Call log for Call Queue

We have 2 calls for the example below:

Sample Call 1:
We received an incoming call from (650) 000-0000, and the caller dialed our number (888) 888-8888. The caller pressed extension 5 to reach the Customer Service Department. We have 2 agents answering phone calls from our Customer Service Queue and that would be John Smith and Britney Aguilera. The call was routed to the both of them at the same time. Britney on Ext-102 answered the call. Office@Hand stopped the attempt to reach Ext 101 since Ext 102 has picked up the call.

Sample Call 2:
We received an incoming call from (650) 000-0000, and the caller dialed our number (888) 888-8888. The caller pressed extension 5 to reach the Customer Service Department. We have 2 agents answering phone calls from our Customer Service Queue and that would be John Smith and Britney Aguilera. The call was routed to the both of them at the same time. Britney on Ext 102 has 3 forwarding numbers, 2 phones are set to do-not-disturb. John on Ext 101 has 2 devices but answered the call through his Office@Hand Desktop App.

Example 2: Call Log User

Sample 1: John dialed Ext 5039 from his Polycom IP Phone and the call was connected successfully.
Sample 2: John dialed a number from his IP Phone and the call was connected successfully.
Sample 3: John received a call from a number and picked it up through his IP Phone. He then transferred the call to Ext 102.
Sample 4: John received a transferred call from Ext 102 which he answered through his IP Phone.

Call Log Delivery

You can have your Call Log reports sent directly to your email Daily, Weekly, or Monthly. To do this, follow the steps below:

  1. Under Call Log, click on Open Advanced Features > Delivery Settings.

  2. Select the Email delivery schedule, the type of Log that you wish to receive, and your Email Address. Click Save.

Downloading your Call Log

You can download your Call Log in .xls format. To do this, follow the steps below:

  1. Select the type of View: Simple or Detailed.

  2. Filter the information that you wish to include in the Call Log Report.

    For more information about Call Log Filtering, click here.

  3. Click Download.

  4. The Download Call Log window will allow you to select the information that you wish to download. Call Log (xls) is selected by default. Here you can also select Recorded Calls (mp3) so that Automatic Call Recordings can be included in the download. Click the Download button to save the file to your computer.

Deleting a Call Log

You can delete your call log one-by-one, or all at the same time.

Delete One-by-One

Select by checking the box next to the log that you wish to delete, and then click Delete.

Delete Everything at once

Click Purge. Clicking Purge will delete Everything in your Call Log.

Note: A pop-up window will appear and ask if you want to proceed. Click Yes.

Blocking a Contact through Call Log

To add a phone number to your Blocked List, check the box next to the Phone Number, and then click Block. Once blocked, the number will no longer be able to call you, or send you a fax.

Adding a Contact through Call Log

To add a number to your Personal Contacts list, simply click on the Name or City.

Note: A pop-up window will appear where you can enter the contact’s details. You can click More, to show additional fields. Click Save.

Bad Call Indicator

Users have the ability to allow Office@Hand to collect feedback to continue improving the call quality through the Bad Call Indicator in the Call Log section of the Office@Hand Online Account. Users can indicate a call as a Bad Call when the following call quality issues occur during a call:

  • Distorted Reception
  • Voice delay / jitter / echo
  • You are able to hear your caller but your caller cannot hear you
  • Your caller can hear you, but you, cannot hear them
  • Dropped Calls

The Bad Call Indicator feature appears as an additional column in the Call Log section of your Office@Hand Online Account. At the moment, this value is not part of any auto-delivery or export options.

Note: The Bad Call Indicator feature is Off by Default and is only accessible through the Office@Hand Online Account (not yet available in Office@Hand Desktop App and Mobile App). To enable this feature, call us at 866-563-4703. Once enabled, the Bad Call column is displayed in the Call Log section of the Office@Hand Online Account for both the Admin and Users.

Keywords: activity log, call log, Simple View, Detailed View, logs, phone calls, 2592, download call logs