This article will provide a walkthrough on how to manually attach calls to tickets.
1Stream Level Feature Notice
This feature is available for only Core level 1Stream users and up. If you would like this feature to be available, then please reach out to your bvoip Sales Representative to upgrade user licensing.
The Play Button Color Correlation
The color correlations for the Play button are as follows:
- Orange - The call recording has not been matched to a ticket.
- Yellow - The call recording is pending the attaching to a ticket. It will turn blue once uploaded.
- Blue - The call recording is connected to a ticket.
Functionality Notice
Call recording should be activated for each extension in the phone system. For a walkthrough on how to activate call recordings for phone extensions, please refer to our Adjusting and Accessing Call Recording Settings article.
Attaching Calls with No Contact to Tickets
- Log into the 1Stream Client.
- Locate the desired call in the call history.
- Ensure that the phone number listed in the call history is attached to a contact. After linking the phone number to a contact, their contact will open in the 1Stream Desktop Application.
- If the number was just added to a contact, the call recording will automatically re-attempt to post.
- Go to the Ticket tab.
- Click on the ticket that the call should relay to. The ticket will highlight in yellow to show that it has been selected.
When returning to the call history, the former orange play button will display yellow or blue with the contact note added and ticket updated icons. If seeing the yellow icon, it will turn blue once the attachment is uploaded to the ticket from 1Stream. 
The call recording will then be attached to the ticket in the CRM via the attachments.
Attaching Calls with Contacts to Tickets
- Log into the 1Stream Client.
- Locate the desired call in the call history.
- Click on the Contact name to have the contact screen display in the 1Stream Desktop Application.
- Go to the Ticket tab.
- Click on the ticket that the call should relay to. The ticket will highlight in yellow to show that it has been selected.
When returning to the call history, the former orange play button will display yellow or blue with the contact note added and ticket updated icons. If seeing the yellow icon, it will turn blue once the attachment is uploaded to the ticket from 1Stream.
The call recording will then be attached to the ticket in the CRM via the attachments.