Vonage Contact Center call logging in Zendesk
Vonage logs the following call information in Zendesk:
| Notes | Inbound | Outbound | |
|---|---|---|---|
| At the start of the call: | |||
| "Inbound Call From" + the caller's telephone number | The number that the call was made from. | Yes | No |
| "Outbound Call To" + the outbound telephone number | The number that the agent is calling. For example: Outbound Call To 01234567890 | No | Yes |
| Received by | The name and ID of the agent who received or made the call. For example: Received by Agent X (123) | Yes | Yes |
Call Start Time | The start time of the call as recorded in the agent's browser—standard Zendesk ticket behavior. For example: Wed Jul 30 2014 08:57:14 GMT+0100 (GMT Daylight Time) | Yes | Yes |
| Customer Dialled | The telephone number that the caller dialed. For example: Customer Dialled: 01234567890 | Yes | No |
| Unique Call Id | A unique number given to each call. For example: Unique Call Id: 01478588-3cec-4f5a-acc1-6d8445706d7e | Yes | Yes |
| After the call has ended, VCC will store the information using Zendesk Talk API's Voice Comments, which allows basic reporting within Zendesk: | |||
| Call End Time | The end time of the call as recorded in the agent's browser—standard Zendesk ticket behavior. For example: Wed Jul 30 2014 09:03:12 GMT+0100 (GMT Daylight Time) | Yes | Yes |
| Call Duration | The duration of the call in hours, minutes, and seconds. For example: 00:05:58 | Yes | Yes |
Call Recording | A link to a recording of the call recording is only available if recording is enabled for your account. The call recording is stored in Vonage Call Recordings. You can therefore only access the recording if you have the correct permissions within Vonage. For information on the permissions required to access call recordings, see Vonage Contact Center users. | Yes | Yes |
Example
Inbound call logging
Outbound call logging
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