Active Calls, Transfers, and Call History

4phone provides two distinct views for working with calls:

1. active calls, when an operator is currently speaking with a customer;
2. call history, when you need to find a past call, check its outcome, or call the customer back.

Active Calls

The active calls view shows what is happening in real time. This is especially useful for shift supervisors, managers, and administrators.

Teams use active calls to monitor:

1. who is currently on a call;
2. how long the conversation has lasted;
3. whether a call needs to be transferred or ended;
4. whether any connections appear stuck.

Call Transfer

Call transfer is used when a customer reaches the wrong department or needs to be handed over to another specialist.

Before transferring a call, check:

1. that the target extension exists;
2. that the receiving employee is available;
3. that the customer knows they are being transferred.

Tip

Always let the customer know before transferring the call. This reduces the chance that they think the line dropped and hang up.

Call History

Call history displays:

1. call direction;
2. caller number;
3. destination number;
4. call status;
5. date, time, and duration.

This is the primary screen when you need to:

1. call a customer back;
2. find a missed call;
3. check how long a conversation lasted;
4. quickly assess call volume.

Understanding Call Statuses

Status	Meaning
Answered	The call was connected and answered
No answer	The call rang but was not answered
Busy	The destination party was busy
Failed	The call could not be completed
Connecting	The call is still being established

Access Permissions

Access to live call monitoring and call control depends on your role. Typically, an operator manages their own calls, while broader live call management is available to managers and administrators.

When to Check Call History vs. Active Calls

1. Open Active Calls when you need to act on a live conversation right now.
2. Open Call History when the call has already ended and you need to review what happened.

Important

If you are looking for an audio recording, go to the Recordings section right after checking call history—it provides direct playback and filtering for recorded files.

Next, open Call Recordings and Quality Review.