Call Logs Not Displaying when Limitted to a Site Call Logs
We would like to have the ability to view all calls related to a specific site, based on the access permissions granted to our users.
For example, if a user's role is restricted to viewing call logs for a particular site, then when they log into their portal and access the call logs, all relevant calls for that site should automatically populate—without requiring them to manually filter by site members, extensions, or call queues.
IT
shared this idea
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Pearce
commented
Some further context/explanation about this issue:
Use Case & Pain Point: Currently, users with a "Site Manager" role restriction creates a functional deadlock when searching for specific calls.
The Workflow: Managers need to search for an external phone number (e.g., a customer or lead) to answer the question: "Did anyone at my site speak to this person, and what was the outcome?"
The Issue: When a Manager enters an external number into the search field, the system returns zero results unless the Manager also selects the specific internal User Extension that handled the call.
The Impact: This defeats the purpose of the search. The Manager is searching specifically because they do not know which agent handled the call.
Current Burden: To find a call record for a specific customer, the Manager is forced to manually filter the Call Log by every single user on the site, one by one, until they find the match. This removes the ability to audit site-wide activity effectively (e.g., checking if leads are being dialed by the sales team).
Requirement: The "Search" function within Service Web Call Logs must respect the Site scope broadly. If a Manager has permission to view a Site, searching for a phone number should return all inbound/outbound calls involving that number across all users on that Site, without requiring a specific user filter to be applied.