Settings and activity
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An error occurred while saving the comment An error occurred while saving the comment Khevin
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We need this ref case 32392203
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We need this!!
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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.