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Call Logs

The Call Logs page displays a chronological list of all calls for the selected account, including inbound, outbound, and internal calls.

Call List​

The table shows:

  • Date/Time — When the call started
  • Direction — Inbound, outbound, or internal
  • From / To — Phone numbers with labels when available. For an external caller the label is the caller ID name (CNAM) the carrier sent, so it may be a locality ("LA MESA CA") or a placeholder ("WIRELESS CALLER") rather than a person's name. When the carrier sends the number itself as the name, the label is left off rather than shown twice.
  • Duration — Talk time (does not include ring time)
  • Status — Completed, no answer, busy, failed, or voicemail. Voicemail means the caller actually left a message; a caller who reached voicemail and hung up during the greeting or without recording anything is shown as no answer, and no voicemail appears in the mailbox.
  • Quality — MOS score (worst across call legs)

Click any row to open the call detail page.

Call Detail​

The detail page shows comprehensive information about a single call. The fields shown depend on the call direction.

Call Information​

Inbound calls show:

  • Number Dialed — Which of your phone numbers the caller dialed (useful for tracking marketing lines or brands)
  • Caller — The external phone number that called, with the caller ID name when the carrier sent one
  • Routed To — The extension or person the call was routed to

Outbound calls show:

  • Called By — The user or extension that placed the call
  • Destination — The external phone number that was dialed
  • Caller ID — Which of your phone numbers was used as the outgoing caller ID

Internal calls show the originating and receiving extensions.

All calls include start, answer, and end timestamps, plus the talk duration.

Calls in progress​

A call detail can be opened while the call is still connected. Its status shows In progress, and fields that are only known once the call ends — the destination for inbound calls, the talk duration, the recording, the AI summary, and quality metrics — are not shown yet. The page updates on its own when the call completes, filling in the final status and those fields without a manual refresh.

Recording​

When a recording is available, an audio player lets you listen to the call directly in the browser. Use the Download button to save the audio file.

Pausing recording during a call​

On a recorded call, a user can pause recording — for example, while reading back or collecting a customer's payment card number — so the sensitive audio is never captured.

  • Press *7 on the phone keypad during the call to pause recording. Both parties hear a single low beep.
  • Press *7 again to resume. Both parties hear two higher beeps.

Recording stays paused until it is resumed or the call ends; the recording is a single file with a silent gap over the paused portion. Only the users on the account can pause or resume — the outside caller pressing *7 has no effect. The same pause and resume actions are also available through the API for integrations that pause recording automatically (for example, when a payment-capture form opens).

AI Summary​

For calls with transcripts, an AI-generated summary provides a quick overview of what was discussed.

Transcript​

The full speech-to-text transcript of the call recording. While the recording is still being processed, the card shows a "still being generated" message; reload the page after transcription completes to see the text.

Each speaker's turn is tagged [Local] (your team) or [Remote] (the other party).

The Transcript heading shows a sentiment badge for each side, labelled to match those tags:

  • Positive — real satisfaction or gratitude.
  • Negative — real frustration, complaint, or distress, including someone dealing with an urgent problem of their own even when they stay polite.
  • Mixed — feeling ran high but pulled in both directions over the course of the call.
  • Neutral — routine and businesslike. This is the most common result, and it stays neutral even when everyone is perfectly friendly, so anything else is worth a look.

Sentiment is judged per speaker so you can see which side of the call a reading came from — a frustrated caller and a calm agent is a different situation from both sides being frustrated.

It reflects how the people on the call felt about the interaction, not how pleasant the subject matter was: a calm conversation about bad news is neutral.

Sentiment needs both sides of the audio recorded separately, which is the norm; the badges do not appear for the occasional call captured as a single channel.

Quality Metrics​

Per-leg quality metrics (PSTN and endpoint) are displayed when available:

  • MOS — Mean Opinion Score (1.0–4.5). Green indicates good quality (3.5+), yellow is fair (2.5–3.5), and red indicates poor quality.
  • Jitter — Variation in packet arrival time, in milliseconds.
  • Packet Loss — Percentage of packets lost during the call.
  • Round-Trip Time — Network latency in milliseconds.
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