The information shown in ComView in regards to caller details are the number calling and the first point of contact. As only the first point of contact is shown directly, there are some considerations for;
- Calls that have been transferred to other users
- Calls that are received through a system extension, which are digital receptionists, queues or ring groups and they can be identified by the extension number starting with the number eight
In the below example, an external number called in and the first point of contact was the system extension 801, hence it is shown as the destination in the 'To' field. To see the full history of the call, click on the highlighted 'Journey' button.
The full call history will be shown in a new 'Call Journey' window, explanations for each step below;
The system extensions used are detailed in the inbound call flows.