Page History: Call Details
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Page Revision: Friday, 19 February 2010 17:01
Call details relates to all of the information that you can enter about each call including name, location, point, and more advanced data such as disposition information, warnings, and prize information.
Shown below is the Call Details window. Each of the elements is explained below in further detail.
Note: The Call Details window may change slightly depending on what information is being looked at, for instance if you double click a call in the Call Log to bring it up in Call Details you have a dial button as above, but if you are looking at an active call you have a Set Next Button.Shown below is an explanation of which of the data fields from the Call Details window are shown on a line box.
Hovering over a line will bring a tooltip (unless not set to do so which is done on a per client basis) that shows you all the call details information on this caller, useful if there is too much text to fit in the line window.
Line Number
The line number to which the data displayed in the call details window refers, is shown in the line number box.
Name
The name field* will automatically show the name of the caller if the CLI (calling line identifier – this basically means the phone number of the caller) data is already registered in the PhoneBOX database. Each name can have 2 phone numbers associated with in. The name data may be modified at any time by the user.
Area
As with the Name data, the Area field* will also automatically be filled if an Area has previously been registered against the CLI. If multiple Areas are registered against the CLI then these will appear in the drop down list (see right hand side of Area field). If no Area has previously been registered then PhoneBOX, using its own dialling code database, will look up the listed Area for that dialling code and present that as the Area.
The Area data may be modified at any time.
Number
As with the name data, the number field* will also automatically be filled if CLI data was presented by the caller. If no CLI was sent, the number may be entered manually and PhoneBOX will then immediately scan its database for name and area information for the number entered. Any other information (such as alerts data – see below) for the number entered will also be immediately presented. This means that even if the caller deliberately withheld CLI information, if you then ask for their phone number, PhoneBOX will still make you aware of who they are and their history assuming they are a previous caller. In this version of PhoneBOX it is now possible to enter two numbers for a caller (often their landline and their mobile)
To enter a phone number for someone click the change person button, this will bring up the following screen.
From this screen you are then able to enter details for that caller and then save the changes back to the database which will automatically update the call details pane you are looking at.
If you want to search from the above screen in order to check if the person has called from a different number, click Find, as you can see in the above example, Mark Brown is showing in the database and has two numbers allocated to himself.
General tab
The General tab of the Call Details window contains the secondary information about a caller, that is to say that information which is secondary after key information such as their name, location and phone number.
The Point field is the most important field here and is used to contain information about the call and what the caller wishes to say on the air. Also in this tab are the dispositions that have been setup on the system and the Call use drop down which allows you to set whether the call is ready to go on air or should be rejected. You can also set the call as callback indicating that the caller should be called back or as used which means that the call has been used on air.
Personal tab
Personal is the 2nd tab in on the Call Details section, clicking this will switch away from the General tab where point info and dispositions are stored.
On this tab, alerts can be added to show warning information against an individual CLI. If a call is received from that CLI then the line box of the ringing call will indicate that the call is from either a ‘Warning’ caller or a ‘Banned’ caller. It’s also possible in here to set whether you want that warning to come up on all shows or just the show you are working on.
The Notes field is designed to contain the details pertaining to the Warning or Banned status.
If you hover the mouse over the line number of a line containing a call from a caller that is set to Warning or Banned status, you can read these Notes without having to open Call Details.
If you are speaking to the caller however, you can see that the information in the Alerts tab, the exclamation mark in a yellow triangle indicates a “warning” level alert for this caller.
If you want to mark the caller with a more serious level of alert then you can set them to Banned and it will show as below.
Note – you are strongly advised to ensure that any warning notes held relating to your callers are factual and inoffensive. In some jurisdictions (such as the UK where such matters are covered under the Data Protection Act), the public are entitled to request to see any data held on them on a computer system if they so desire. It is well worth instigating station-wide policies on how the alerts section of PhoneBOX can and should be used. You are advised to take legal advice if you are unsure of your responsibilities as a holder of data.
Many of these fields are long term. This means that the data they contain remains visible to users beyond the current day. This data will be kept for a preset period as defined in the PhoneBOX server, for most installations we recommend 6-12 months. Fields that are not long term such as the point and dispositions will retain their data (from a user perspective) for only 6 hours. This means that if a call drops by accident but is re-established within 6 hours, this short term data will also automatically be shown.
All data is kept (from a server perspective) for a period as defined in that server’s configuration.
Prizes tab
The prizes section is for use on phone based competitions. A summary of the prize won, further notes about the occurrence, and the address of the prize winner can all be stored in the window shown below.
In order to add prize details you need to click on the prize box on the right hand side of the Prizes tab, once you do this the following box will come up and you can go ahead and enter your prize details.
Once saved, the prize information will then be displayed in the Prizes tab view.
PhoneBOX can automatically trigger an email to a prize coordinator when this section of the Call Details window is completed.
The email address that messages are sent to is defined in the PhoneBOX Server and different email addresses may be defined for each Show if necessary. Please contact your System Administrator for more information.
Info tab
The info tab contains general information on a caller.
Dispositions
Dispositions are also discussed in more details in ‘Dispositions’ section later in this manual. Below you can see that the Age Group drop down has been selected and it is then possible to choose an option from the list, in this case choose what age group the caller fits into.
Dispositions allow a number of additional pieces of information about the caller to be noted, such as age, gender and so on. This data can then be used to sort calls in the Call log, so that callers meeting certain criteria can be identified. Icons are also displayed on the line boxes on screen, so other PhoneBOX users are made aware of the additional information. All Dispositions are user definable on the PhoneBOX Server or using our optional web manager product. Please contact your system administrator for more information about how to setup and use Dispositions.
Options
The options button offers a sub menu of 10 Options:
- Queue call - The Call will be put as the next item in the current queue.
- Mark for callback - This option will flag the call as a ‘Call Back’ call. See call back calls later in this manual.
- Copy details to clipboard - This option copies all the useful information from the current call to the clipboard so it can be pasted elsewhere.
- History – Person - This produces a History report against the Name currently displayed in the Name field. See History section later in this manual for more information.
- History – Number - This produces a History report against the Number currently displayed in the Number field. See History section later in this manual for more information.
- History – Search - This invokes a History report against the Name and Number currently displayed in the Name and Number fields. See History section later in this manual for more information
- History – Prizes - This invokes a History report against the Name and Number currently displayed in the Name and Number fields, but returns only entries with prize information attached.
- Create Message - Instead of the call being used on air, you can create a message from the call, if made from a call taken by someone like a call screener or producer you would generally select phone message, this could then be read out on air by the presenter.
- All call to Station Directory directory - Our system here as a directory setup on it called “Station Directory”, clicking on this option will mean that the callers name and number are copied into this directory, meaning everyone can see the details, useful if the number needs to be used again in the future. Directories can be global or just for your show, speak to your phonebox administrator for further details.
- Add call to running order for 10/12/2008 - It’s possible for a producer to build up a running order for a show so calls can be called back in a particular order that works well for the show.
Set next
The Set next facility bumps the call that has this flag set on it to the top of the queue, it’s a quick way for the producer or call controller to move a particular call right to the top of the list so that the presenter will deal with that call as quickly as possible. When looking at the call details tab for a particular call, if the set next button (one with a heart icon) is pressed then that caller goes to the top of the queue, switching the lines view to queue will confirm this.
When a call has been marked as next the set next icon gets a little cross on it to indicate that the button will actually remove it’s set next status if you click it.
So if you do click the button that call will no longer be marked as next. You don’t need to unset a caller marked as next before setting another, which ever one you set removes the marked of the one previous set.
For a full explanation of queues see ‘Call & Message Queues’ later in this manual.
This is designed for use by call screeners who require constant visibility of the whole group of lines, but also need to insert certain callers into the queue.
See below:
Calls can then be dragged across from right to left in the order that the producer wishes them to go onto air, so previously they were showing on the right going Line 1, Line 2, Line 3 but after the producer has chosen the order and put them into the queue things look like this…