Default Site-Wide Call Log & Number Search Visibility for Site-Restricted Custom Roles

Product / Component: RingEX / Admin Portal / Analytics & Logs / Call Log

Problem Statement

Custom roles scoped to "Selected Sites" (e.g., site-restricted manager roles) do not display call logs by default upon opening Analytics & Logs > Call Log, requiring an explicit manual site or extension filter before records appear.

When searching by external phone number (e.g., investigating patient/client callbacks or complaints), search queries return zero results unless the manager already knows and manually inputs the specific extension involved.

Outbound calls initiated from direct extensions register at the individual extension level—even when masked with a site Caller ID—causing site-filtered searches to omit these records.

Site managers cannot independently pull logs or recordings without prior extension knowledge, forcing them to rely on Super Admins with company-wide domain access for routine searches.

Proposed Feature Enhancement

Default Aggregated View: Automatically populate call log records for all users and extensions belonging to the manager’s administered sites upon entering Call Log, matching company-wide default behavior.

Site-Scoped Phone Number Search: Enable global phone number/Caller ID searches to query across all extensions in the manager’s assigned site domain without requiring pre-selected extension filters.

Outbound Call Indexing: Index and include outbound calls initiated by assigned site members (regardless of direct-line handling or Caller ID masking) within site-level query results.

Business Value & Impact

Empowers site managers to independently handle staff call quality reviews and trace external customer inquiries without administrative intervention.

Eliminates repetitive support tickets and operational overhead for Super Admins while preserving secure site-based access boundaries.

We need this ref case 32392203

I have a customer where it is critical for their business to be able to lock down by site and allow the site managers to view all legs of a call

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.