History

History tab is divided in to two parts: Personal history and Pool history.

• Personal history has all your own calls with both called and received.

• Pool history has all the service calls you have received via service pools

Latest calls are displayed at top and grouped by date. The calls can be scrolled down and can be accessed up to last 6 months.

Both views have common elements for a call:

1. Missed calls (Personal history only) - number of calls you didn’t answer

   1. Red border indicates a missed call

2. Call direction and result arrow icons - see the table below

3. Name or number of the other call party

4. Time of call

5. Send SMS button for numbers that are listed as mobile numbers in your contacts

6. Call button to call back to this number

7. Call recording playback to listen to the call recording

Open

Call direction and result

Following table explains the arrow icons.

Arrow	Personal history	Pool history

Arrow	Personal history	Pool history
Open	You answered	Answered a service call
	They answered (you called)	-
	You missed a call	-
	They missed a call (you called)	-
	You transferred a call	-
	-	Allocation (service call was allocated to you)

Call recording playback

Clicking on the grey play icon opens the player and starts the playback automatically:

Recording details, such as date, time and length can also be seen. Play/pause button controls the playing and slider can be used to select a specific position in the recording.

A call may have multiple recordings, for example when there was a call transfer. You can move between multiple recordings with Previous and Next links at bottom:

Call privacy

This option is only available on Personal history depending on your EnreachCloud call privacy settings.

Clicking on the call item expands it and reveals call privacy options for that call:

If the call privacy is set to Private or Work, you can change it within 14 days. Undefined calls can be classified for a longer period.

Work option means the call is processed as a service call, where the company is a party in communication. Service call settings and rules are applied to call visibility in user interfaces and reports, call recording retention times and access rights, and to data transfers to other systems. All processing is done securely, and the data is available only to those who need it in their work tasks. User-based data is valuable in developing customer service, skills and resourcing.

Private option means, the call information at personal level is visible only for you. Call recordings are not accessible by others, and their retention time might differ from service call retention times, depending on the service subscriber’s settings. The calls are aggregated to summary level without personal information in reports and other statistical analyses, unless there is a legal obligation or similar need to show detailed information, like the obligation to itemize calls to premium/value-added service numbers on an invoice.

Undefined option means the call is processed like a private call, unless the corporate subscriber has not instructed other type of processing and provided a legitimate condition for processing.