A telephony call log row (Call Register / CTI) - one row per inbound or outbound call. Generic, not case-specific: it links to or creates ANY record via the polymorphic relatedEntityName/relatedEntityId pair (Case, Order, Appointment, Lead, ...), which drives the screen-pop and the timeline Activity target. A ringing call is routed through the same Omni-Channel substrate as cases (resourceWorkId, queueId); on a terminal status (Completed, Missed, Voicemail, Failed, Declined) the handler computes waitSeconds (ring to answer) and durationSeconds (answer to end) and writes exactly one Call Activity onto the linked record (activityId is the idempotency guard). resourceName/queueName are denormalized display names stamped by the handler so lists and reports need no joins. Transcript text lives in the separate Transcript entity; transcriptStatus on the call is just a pipeline pointer (None/Pending/Ready/Failed).
Fields
| Field | Label | Type | Required | What it does |
|---|
AccountId | Account | Lookup → Account | | |
ActivityId | Activity | Lookup, hidden | | |
AnswerUtc | Answered | DateAndTime | | |
CallId | Call Id | Text | | |
ContactId | Contact | Lookup → Contact | | |
Direction | Direction | PickList | | Values: Inbound, Outbound. |
DurationSeconds | Duration (s) | Number | | |
EndUtc | Ended | DateAndTime | | |
FromNumber | From | Text | | |
Notes | Notes | MultiLineText | | |
Outcome | Outcome | PickList | | Business result of the call (Answered, Missed, Voicemail, Declined, Abandoned, Resolved) - distinct from Status, which is the telephony lifecycle state (Ringing, InProgress, Completed, Missed, Voicemail, Failed, Declined). 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 | | |
QueueId | Queue | Lookup → Queue, hidden | | |
QueueName | Queue | Text | | |
RecordingUrl | Recording URL | Text | | |
RelatedEntityId | Related record id | Lookup, hidden | | |
RelatedEntityLabel | Related record | Text | | |
RelatedEntityName | Related entity | Text | | Metadata entity name of the record this call is about - polymorphic with RelatedEntityId, no DB FK; any entity qualifies (Case, Order, Appointment, Lead, ...). Drives the screen-pop and decides where the terminal-call timeline Activity is written. |
ResourceId | Agent | Lookup → Resource | | |
ResourceName | Agent | Text | | |
ResourceWorkId | Work item | Lookup, hidden | | |
RingStartUtc | Ring start | DateAndTime | | |
Status | Status | PickList | | Values: Ringing, InProgress, Completed, Missed, Voicemail, Failed, Declined. |
ToNumber | To | Text | | |
TranscriptStatus | Transcript status | PickList | | Transcription pipeline pointer (None / Pending / Ready / Failed). The transcript text itself is a separate Transcript row linked back to this call via its relatedEntityName/relatedEntityId - never stored on the Call. Values: None, Pending, Ready, Failed. |
WaitSeconds | Wait (s) | Number | | |
Actions
| Action | Label | Type | What it does |
|---|
BulkDelete | Delete | Delete | Delete the selected records. |
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
CreateRecordFromCall | Create record | ServerAction (CreateRecordFromCall) | Creates a new record from the call and links the call to it. Default creatable targets are Case, Lead, Opportunity, Order, ServiceOrder and Task, overridable via the Telephony:CreatableEntities setting. |
Delete | Delete | Delete | Delete |
DeleteInList | Delete | Delete | Delete in a list page |
Edit | Edit | Edit | Edit |
EditEntity | Edit | UIAction | EditEntity |
EditEntityDetails | Edit | Edit | EditEntity |
EditInLine | Edit | EditInline | Edit in page. |
EditInLineList | Edit | EditInline | EditInLineList |
LinkToRecord | Link to record | ServerAction (LinkToRecord) | Links the call to an existing record of ANY entity by setting the polymorphic RelatedEntityName/RelatedEntityId (plus label). Once the call reaches a terminal status, its timeline Activity is written onto that record. |
New | New | New | New |
