Get details on the calls and SMS messages registered in call-in timekeeping.
Overview
Get details about the calls to and from your IVR (Interactive Voice Response) system and SMS messages sent to and from your TrackTik portal. View the incoming and outgoing call numbers, the call time in minutes over a certain period, and the user who made the call. Check the SMS notifications sent by TrackTik, the phone number that received the notification, and the text sent by SMS.
Note: This feature went into effect September 1, 2024. Any data from before this date may not be accurate.
Before you start
Here are some things you must do before you start:
- You must use SMS messaging and/or the Interactive Voice Response (IVR) in your portal.
Activate the View SMS Logs permission
Viewing the SMS logs is available for both Admin and Staff portal roles. To activate the necessary permission:
- Click Settings
- Choose Roles & Security
- Select the role that will need permission
- Open the Notifications folder
- Check the box next to View SMS Logs
View SMS details
To view a log of SMS notifications and their details:
- Click Settings
- Choose Notifications
- Select SMS Segments
- The total number of SMS segments of 160 characters sent in the current month is displayed.
- You can adjust the time frame by clicking This Month in the top right-hand corner. For accurate measurements, please ensure the following:
- Choose DATE RANGE
- Click X to set the time zone to UTC
- Select the first day of a month and first day of the next month
- Set your time from 00:00 to 00:00
- Click APPLY
- You can adjust the time frame by clicking This Month in the top right-hand corner. For accurate measurements, please ensure the following:
- You can filter for inbound or outbound SMS messages by clicking SMS.IN or SMS.OUT
- To get a detailed view of the SMS messages sent, click the total.
- You can Type to search for a particular phone number or a word in a message body.
- In the top right-hand corner, you can see the Segment Sum (total number of SMS segments of 160 characters) with the total number of SMS messages (items) displayed below. Your segment and message total may not match, as the segment total reflects messages exceeding 160 characters.
- You can resize the Message column or hover over a message to see more information in the message body.
You can confirm whether TrackTik sent an SMS and whether the carrier reported delivery by checking the SMS logs.
In the SMS log details, you will see:
- Recipient: The phone number and, in some portals, the contact name.
- Sender: The TrackTik toll-free number the alert was sent from.
- Timestamp: When the message was queued/sent.
- Status: The current state of the message.
Common statuses and what they mean:
- Queued: The message is preparing to be sent.
- Sent: TrackTik’s messaging provider accepted the message and passed it to the carrier. This does not guarantee it reached the handset.
- Delivered: The carrier signaled successful delivery to the handset.
- Unsubscribed: The recipient opted out; further messages are blocked until they opt back in (text START).
- Failed: The carrier or aggregator rejected the message (for example, invalid number, unreachable network). Review number format and carrier status.
- Blocked/Suppressed: The number is blocked internally due to opt-out or policy. Contact Support to review and clear if appropriate.
If you do not have access to detailed logs:
- Provide TrackTik Support with the affected phone number(s), event type, and timestamps so we can pull internal delivery records and explain what occurred.
View phone call time in minutes
To view a log of phone calls and their details:
- Click Settings
- Choose Call-In Attendance Setup
- Select Total Call Time in Minutes
- The total call time in the current month is displayed in minutes.
- You can adjust the time frame by clicking This Month in the top right-hand corner.
- To get a detailed view of the phone calls, click the total.
- You can Type to search for a particular phone number or user name.
Troubleshooting SMS Notification Issues
To troubleshoot issues related to SMS notifications not being received:
- Verify the phone number registered in the system is correct.
- Check the SMS notification settings to ensure that 'The user agrees to receive account notifications by SMS' is checked.
- Confirm the number is not on a blacklist, and that there are no blocking policies in place.
- If notifications have stopped without explanation, verify the contact profile and make sure the opt-in checkbox is selected.