CRM Call Logger

The CRM Call logger is used to log call details and optionally when used in conjuction with Noojee Answer the call's Disposition.

Note: the call Logger is not intended to be used with Noojee Campaigner as it has its own Call logging mechanism (Disposition Actions).

The logger can log every call (inbound and outbound) to an external system via database calls (in the future REST will be supported).

When a call is being logged the system will attempt to match the DID for Inbound calls or CLID for Outbound calls to a Call Logger. A call logger can also have a 'default' DID matcher. If a Call Logger has a 'default' DID matcher then it will log every call regardless of whether the DID/CLID matches or not.

Each Call Logger for which a match or default is found will be called. This means that you can log each call to multiple external systems.

Dispositions

You can optionally have the Call Logger work with Noojee Answer to also disposition calls.

Noojee Answer can disposition both inbound and outbound calls.

Configuration for dispositioning calls is different for inbound and outbound calls.

Inbound

Working in conjunction with Noojee Answer you can specify the 'Inbound disposition set' that Noojee Answer should show to the Agent.

Add a DID Matcher for each inbound DID that you want to log calls for.

Once the Agent has selected the Disposition the call logger will be executed passing the selected Disposition.

If you want to disposition a call then you need to enable the DispositionTool in toolbar.xml within Noojee Answer.

Outbound

Working in conjunction with Noojee Answer you can specify the 'Outbound disposition set' that Noojee Answer should show to the Agent.

Add a DID Matcher for each outbound CLID that you want to logg calls for.

To enable Outbound Dispositioning the User must enabled it via the Noojee Answer Config button.

Note

if you are using Noojee Click for Firefox you must be using at least version 2.0.2 and you MUST have the 'Supress Noojee Answer Bar' option turned off.