On the Calls page, you will find a table with a complete history of communication with clients. Here you can view incoming and outgoing calls, listen to call recordings, create call transcripts and summaries, and quickly find the information you need using filters and sorting.
To view detailed information about a call, double-click on its line or use the “Listen” button.
What is displayed in the call table
The call table stores the following data:
Date and time with the date and time of each call.
Direction indicates the type of call, it can be either Incoming or Outgoing.
Extension number shows the handset title used for taking / making a call.
Contact shows the name of the contact with the corresponding mobile number. If there is no match, it will be labeled as “Unknown contact”. Click on the name to save a contact in your base and then create a new Inquiry, Work Order, or Sale.
Status — call status. A call can have one of the following statuses:
Missed — an incoming call that was not answered.
No answer — an outgoing call that was not answered.
Completed — a successfully completed call.
Recording contains call recording and duration. Rejected or missed calls will be labeled with a dash.
Click “Listen” to open the call dialog window and start playing the call recording. Here you can rewind, adjust the volume, download call records, or stop listening.
Note: Call records may be unavailable in Orderry because some VoIP providers have call recording as a separate service offered on a paid basis.
You can also create a call transcript here. To do this, click on the corresponding icon — the transcript file will be generated in a few seconds.
After creating the transcript, the following will also be available in the recording window:
sentiments and insights from the call;
a generated summary of the call;
a transcript divided into roles (manager and client), timecodes, and recognized text.
To jump to a specific moment in the conversation, click on the corresponding timecode — playback will start from that second.
The parameters below are generated by artificial intelligence when creating a call transcript.
Sentiment — shows the customer's mood during the conversation.
Insight — automatic call tags that show how the conversation went and help you quickly understand the client's experience without listening: the system selects the most relevant ones from 20 options.
Summary — a brief description of the call that is generated when the call is transcribed.
🔎 Learn more about automatic and manual transcription creation and emotion assessment during calls using AI.
Call filtering
Above the table, you can filter calls by the following parameters:
Period (date of the call);
Direction (All, Incoming, or Outgoing).
Extension number (entries for active or inactive lines);
Important: if you have telephony configured and you have disabled integration with it, the lines from this telephony will be displayed as active. You must delete these lines in the integration settings window so that they are displayed as inactive.
Status (Completed, Missed, No Answer);
Sentiment;
Insight.
Table view settings
To change the width of a column, drag its right edge. To change the position of a column, hold and drag it to the desired location.
To add or remove columns, click the gear button in the upper right corner and check the desired columns.