Whenever a call is made with VanillaSoft's VoIP system, the software tracks the amount of time that Callers spend on each Contact. There are two ways that calls are tracked:
- Duration - Calculated from the time a Contact routes to the Caller until the time the Contact is resulted. The time is stamped in Call History at the same time the contact is resulted.
- Talk Time - Calculated in the VoIP portal, from the time the contact's phone or voicemail picks up, until the time the call is ended.
Note: If a Contact routes to a Caller but is not resulted then no duration is recorded. If a call is placed but hung up before the Contact's phone or voicemail picks up, no talk time is recorded.
Jump to a specific area of this article by selecting one of the sections here:
- How to View Duration as an Admin
- How to View Duration as a Caller
- How to View Talk Time as an Admin
- How to View Talk Time as a Caller
How to View Duration as an Admin
- Log in to VanillaSoft as an Admin.
- Select the desired Project.
- Under Contacts & Reports, click on Search Contacts.
- Type in the Contact you wish to Search for and click on Search.
- Select the desired Contact by clicking on Open Contact.
- Click on the Call History tab to view the Duration (calculated in seconds).
How to View Duration as a Caller
- Log in to VanillaSoft as a Caller.
- Type in the Contact you wish to Search for and click the Quick Search button.
- Select the desired Contact by clicking on Open Contact.
- Click on the Call History tab to view the Duration.
How to View Talk Time as an Admin
- Log in to VanillaSoft as an Admin.
- Select the desired Project.
- Under Contacts & Reports, click on Search Contacts.
- Type in the Contact you wish to Search for and click on Search.
- Select the desired Contact by clicking on Open Contact.
- Click on the Call History tab to view the Talk Time (calculated in seconds).
How to View Talk Time as a Caller
- Log in to VanillaSoft as a Caller.
- Type in the Contact you wish to Search for and click the Quick Search button.
- Select the desired Contact by clicking on Open Contact.
- Click on the Call History tab to view the Talk Time.