How do I find the Carrier Call ID for troubleshooting call issues?

Modified on Fri, Jan 2 at 12:59 PM

Subject

Applies to: Admin/Branch Manager, Agent, All users
Purpose: Where to find carrier call ID
Location in Ricochet: Reports > Call History

Description

This article explains how to find the carrier call ID that is requested when submitting a ticket.

Resolution

When submitting a ticket for call-related issues, we will always need the Carrier's Call ID (long string of 32 letters/numbers) to identify for escalation purposes.

You can find the Carrier Call ID for troubleshooting call issues by:

For Admins:

-- Navigate to Reports --> Call History Report, searching for the call and clicking the tiny "i" under the Overview column.  Copy the Call ID and provide it to the Ricochet team.

For non-Admins:

-- Search for the lead in your Ricochet system on the Lead Management page, click on the lead, then click the Call History tab and copy the Call ID from the Call ID column and provide it to the Ricochet team.