Calls: history and live board
If your plan includes telephony (the HellouOne dialer), your agents make and take calls from the same dashboard where
they chat, and the account gains two pages: the Call history and the Call center board. Open them from the phone icon in
the side rail. (WhatsApp calls are a different thing and have their own article.)
The dialer
The green phone button at the bottom right opens the dialer: dial a number or search a contact, and during the call you
can mute, hold and transfer. When a call comes in, it rings in the browser of the available agents. The microphone must
be allowed for one.hellou.ai in your browser.
Call history
The call history
Every inbound or outbound call is recorded with date, contact (if the number is in your contacts), the agent's
extension, origin, destination, direction, status (answered, unanswered, busy…), duration and, if your phone system
records it, the recording to listen to or download.
Filter by text, direction, status, agent or date range, and use Download CSV to take the result into a spreadsheet.
Call center board
The call center board
Meant for a big screen in the office: calls waiting, available agents, active calls and agents wrapping up, plus the
agent list with their status. It refreshes by itself. The same block appears in Reports → Overview as Live call center,
and Reports → Calls summarises the period (answered, missed, average duration, per agent).
How calls are billed
Calls are charged per minute according to your plan and drawn from the balance you see in Billing. You can top up and
see the usage detail there.
If you don't see these pages
Telephony is switched on by the HellouOne team when you buy a plan with voice: your extensions and number have to be
created. Write to us from Settings → Billing → Chat with us and we will set it up.
