Note: This article covers Call Complete Standalone. For the current experience, see our Call Complete or Call Management articles.
Overview
The Activities section within the Call Complete Standalone Portal allows users to access and manage incoming calls. From here, users can navigate their inboxes (including Maintenance, Leasing, General, and Courtesy calls), review call transcripts and audio recordings, add notes, and update the status of Emergency and Routine maintenance requests.
Steps
Accessing the Activities Inbox
The inbox will default to the current month, displaying the most recent calls at the top of the list.
- Click on the Activities button in Call Complete.
- Select Maintenance, Leasing, General, or Courtesy
Managing Emergency Maintenance Calls
In the upper right corner, click Emergency to view the emergency inbox. Open requests are located in the Inbox, while completed requests are found in the Archive folder.
Review the call's Status. You can hover over the Status help bubble in the inbox to view what each status label means.
Under the Message section, click the Voice Message button to open the Audit Trail.
- Note: The Audit Trail includes the caller's phone number, date and time of the request, a link to the recorded audio and transcription, Total Response Time, Total Completion Time, and a time-stamped communication string (including recorded voice calls, texts, photos, and On-Call tech notes).
To download the Audit Trail for a call, click the download arrow icon on the right side of the screen.
To close a ticket as a Property Manager, wait until the request reaches the Accepted status, at which point a clock icon will appear on the right side.
Click the clock icon and enter the Completion Date and Completion Time. After the request is marked Complete, it will move to the Archive folder.
Managing Routine Maintenance Calls
In the upper right corner, click Routine to view the routine inbox. (Note: Routine maintenance calls do not display a Status).
Under the Message section, click the Voice Message button to open the call.
- Note: A transcription of the message displays underneath the recording.
To add notes to a call, click the Add or Update button under the Notes section. To update the status of a message, click the checkbox to the left of the call.
Click the Bulk Actions button to open the drop-down menu and select either Archive or Move to Trash.
FAQs
How do I view archived or trashed calls?
Once calls have been removed from the Open Inbox, you can view them by clicking the Inbox button in the upper right, opening the drop-down menu, and selecting either Archive or Trash.
How long do messages stay in the Trash?
Messages moved to the trash list will be deleted from the system after 30 days. Archived messages, however, remain in the system but are removed from the open call list.
Can I download the audio file or change the playback speed?
Yes. After opening a call, you can click on the 3 dots next to the recording to download the audio file or adjust the playback speed.