Every finished call is now recorded with who called whom, when, and how it ended.
"Did that call come in?" is the most common question an office asks its IT company. Now there is an answer.
What is recorded
Every finished call is written to a call log:
- who called and who was called,
- when it started and how long it lasted,
- whether it was internal, incoming or outgoing,
- and how it ended.
"How it ended" is the useful part. Answered, not answered, busy, canceled by the caller, no route, refused: each is a different story, and telling them apart settles most arguments.
The menu across the top grew by exactly one link.
Written behind the call
The log is written after the call, by a separate task, in the background. A call never waits for the database. If the database is slow for a moment, the conversation carries on and the entry is written when it can be.
This is a rule we keep everywhere: nothing a caller is waiting on should depend on the database being quick.
Finding a silent call
When a call ends, the system also notes how many audio packets each side sent and how many were passed on to the other. It sounds dull, and it turns "the call was silent" from a mystery into a short list:
- One side sent nothing: look at that phone or its network.
- Both sent, one received nothing: look at what sits between.
- Everything passed: the problem is in someone's ear, speaker or expectations.
Next
People want to do things during a call. Hold is first.