AccountId | Account | Lookup → Account | | The caller's account: the matched contact's account, or an account whose Phone matches when no contact does. |
ActivityId | Activity | Lookup, hidden | | The timeline activity this call wrote on its linked record. Once set, no second activity is written. |
AnswerUtc | Answered | DateAndTime | | When an agent accepted the call. Empty on calls nobody answered, which is the reliable way to find unanswered calls. |
CallId | Call Id | Text | | The telephony service's own identifier for the call, used to match later ring, answer, end and recording signals to this record. Generated by the service; for calls logged through the call-logging endpoint without one, it is built from the provider name and a random suffix. |
ContactId | Contact | Lookup → Contact | | The caller's contact, found by matching the number's last seven digits against contact phone fields. Can be corrected by hand. |
Direction | Direction | PickList | | Inbound or Outbound. Defaults to Inbound when left empty. Decides which number is used for caller matching and for the call's name: From on inbound calls, To on outbound calls. Values: Inbound, Outbound. |
DurationSeconds | Duration (s) | Number | | Talk time in seconds, from Answered to Ended. Calculated only while empty, so it is never recalculated after a time is corrected. Empty on unanswered calls. |
EndUtc | Ended | DateAndTime | | When the call ended. Stamped when the telephony service reports the end, when the agent hangs up, or when an answered call is set to Completed without one. |
FromNumber | From | Text | | The calling number. On inbound calls it is the number matched against contacts and accounts. |
Notes | Notes | MultiLineText | | Agent notes typed during the call and wrap-up notes, saved with Save disposition and when the call is closed. Not copied to the timeline entry. |
Outcome | Outcome | PickList | | The disposition chosen at wrap-up in the softphone, or set later on the call. The call page offers only Answered, Missed, Voicemail, Declined, Abandoned and Resolved; the Edit form offers every picklist value. Copied once into the linked record's timeline entry when that entry is written, so later changes stay on the call only. Values: Answered, Missed, Voicemail, Declined, Abandoned, Resolved, Follow Up Required, Call Back Later, Escalated, No Answer, Wrong Number, Complaint, Sale, Information Provided, Diagnostic Decision, Scheduled Inspection, Case Logged. |
Provider | Provider | Text | | Name of the telephony service that handled the call. |
QueueId | Queue | Lookup → Queue, hidden | | The queue the call came through. Not filled by the current telephony routing. |
QueueName | Queue | Text | | The queue's name copied from Queue when one is set. |
RecordingUrl | Recording URL | Text | | Address of the call recording, filled by the telephony service when the recording file is ready after the call ends. Not on the seeded call forms; an administrator can add it with the Recording Player component. |
RelatedEntityId | Related record id | Lookup, hidden | | |
RelatedEntityLabel | Related record | Text | | Display text of the linked business record, shown as Related record in the register. Set from the call's subject when a record is created from the call. |
RelatedEntityName | Related entity | Text | | Record type of the business record the call is about, set when the agent creates a record from the call in the softphone. Together with the related record id it decides where the timeline entry is written. |
ResourceId | Agent | Lookup → Resource | | The routing resource of the agent who accepted the call, stamped when Status becomes InProgress. |
ResourceName | Agent | Text | | The agent's name copied from the resource so lists and reports show it without a lookup. |
ResourceWorkId | Work item | Lookup, hidden | | |
RingStartUtc | Ring start | DateAndTime | | When the call started ringing or was dialled. Set to the save time when left empty. |
Status | Status | PickList | | Telephony state of the call. The platform writes Ringing when the call is created, InProgress when an agent accepts and Completed when it ends, including calls nobody answered. Missed, Voicemail, Failed and Declined are never set by the system. Defaults to Completed for calls logged by hand. Not on the seeded forms as an editable field. Values: Ringing, InProgress, Completed, Missed, Voicemail, Failed, Declined. |
ToNumber | To | Text | | The called number. On outbound calls it is the number matched against contacts and accounts. |
TranscriptStatus | Transcript status | PickList | | Whether a transcript exists for the call: None, Pending, Ready or Failed. Set to Ready when the AI analysis runs. The transcript text is kept in a separate transcript record linked to the call. Values: None, Pending, Ready, Failed. |
WaitSeconds | Wait (s) | Number | | Seconds from Ring start to Answered. Calculated only while empty. |
