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How to View Call History

Learn how to check what happened during an escalation. Use the call history to understand which calls were made and which informative mails were sent.

1 minute task

What

Call history shows how an escalation was communicated. It includes three tabs:

  • Timeline shows when the escalation started and ended, with timestamps and durations

  • Calls shows which phone numbers were called, when, and the call outcome

  • Informative shows when escalation-related emails were sent

You can use this overview to follow up on escalations and understand the communication flow.

Why

During an escalation, many actions happen quickly. Call history helps you review those actions afterwards. It supports transparency and gives you clarity when a fall is questioned or discussed with care teams or families.

You can see if calls were successfully placed and when emails were sent to notify contacts. This allows you to document what happened, follow up with those involved, or identify why someone may not have received a message.

 

Detailed steps

During or after an escalation, you can open the call history to see the order and status of outgoing calls: who was contacted, if someone picked up, and what the latest update is.

NOTE: it is not possible to see when user claimed an escalation or call via the Nobi Mobile App in the Call History, but is is possible to see which used claimed an escalation or call in the Escalation Overview. 

 

Consulting the call history of an active fall escalation:

  1. Click on the red box of the resident who has fallen via the dashboard. 
  2. Click Next step.
  3. In the bottom right corner, click on Call history.
  4. Here you can consult a Timeline of the escalation. 
  5.  Click the Calls tab to view all outgoing phone calls made.
  6. Click the Informative tab to see all informative emails sent.

     

Consulting the call history of a closed escalation:

  1. Click Escalations in the left menu.
  2. Navigate to the escalation of which you wish to consult the call history and click Show.
  3. In the bottom right corner, click on Call history.
  4. Here you can consult a Timeline of the escalation. 
  5.  Click the Calls tab to view all outgoing phone calls made.
  6. Click the Informative tab to see all informative emails sent.

     

Call statuses 

The possible Call History statuses are as follows:

  • Calling - Nobi is in the process of calling a number on the escalation procedure. The phone is ringing but has not be answered yet.
  • Waiting to Confirm - Someone has answered the phone, but hasn't pressed '1' yet to confirm the escalation. It is also possible the phone has gone to voice mail.
  • Confirmed - The escalation has been confirmed, but the call is still ongoing. It is possible the trusted contact is still connected to the resident.
  • Call Ended - The escalation has been confirmed by pressing '1' and the call has been terminated.
  • No Answer - No one answered the call. The escalation was not confirmed. 
  • Busy - The line that was called was busy.
  • Failed - The outgoing call failed.

Still have questions? Contact Nobi Support.