Voice Call Card

The Voice Call Card provides detailed information about the voice call interactions within a conversation.

1. Call Details:

• Displays details such as:
• Participant’s name and image
• Call direction (Inbound or Outbound) with a distinct color and icon
• Call recording player:
• Allows playback of recorded calls with options to:
• Play/Pause/Resume
• Display time and visual playback
• Adjust playing speed

For calls with no audio recording, the following statuses may appear:

• Hidden by admin
• Loading (retrieving recording)
• Playing (normal display)
• Error (corrupted file or unable to load)

Call Notes:

• Enables the user to write and save notes after the call has ended.
• Once clicked, the system expands the card with an input area for adding or updating the note.

Call Tags:

• After the ACW (After Call Work) is completed, the agent cannot update tags.
• Tags are visible but cannot be edited after saving during ACW.

Call CDR:

• Displays a link to the Call CDR (Call Detail Records) with restricted access based on privacy settings.
• Agents can only view their own CDR, while admins or supervisors can view CDRs for their teams.

Voice Card Actions:

• WhatsApp: Enables the user to send WhatsApp messages directly.
• Call Back: Initiates a voice call to the same participants of the current call.

Ongoing and Ringing Calls:

• For ringing calls, the system will display the voice call card without the audio player and callback action.
• For ongoing calls, the system will display the call card without audio playback or callback.

Conference Calls:

• For conference calls, the list of all participants will be displayed.
• The user can expand the list to view agent details involved in the call.