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Call History

Overview​

The Call History feature provides a comprehensive record of all your calls, allowing you to track communication, follow up on missed calls, and analyze call patterns. With this feature, you can view detailed information about each call, make return calls directly from the history, add notes, and export records for reporting.

Accessing Call History​

To access your call history:

  1. Navigate to the Call History page in your User Portal
  2. You'll see a table displaying your call records organized by date
  3. By default, the system shows calls from the past 7 days
note

The date range can be customized to view older or more recent calls.

Understanding the Call List​

Each call in your history is displayed with the following information:

  • Call Direction - Indicated by icon:
    • Inbound call (arrow pointing down and left)
    • Outbound call (arrow pointing up and right)
    • Missed call
    • Abandoned call (caller hung up before answering)
  • Ratings - If calls have been rated, gold stars display the rating (1-5)
  • Comment Indicator - A note icon appears if comments have been added to the call
  • CMC Indicator - A hashtag icon appears if a Call Management Code was used
  • Caller/Recipient - Shows the name (if available) and phone number
  • Time - Shows the time when the call was initiated
  • Duration - For connected calls, shows how long the call lasted

Filtering and Searching​

You can quickly find specific calls using several filtering tools:

Call Type Filter​

Use the dropdown menu to filter by:

  • All calls
  • Missed calls
  • Outbound calls
  • Inbound calls
  • Tenant calls (visible if you have admin permissions)

Date Range​

Set a specific time period for viewing calls:

  1. Click the Start Date field to select the beginning date
  2. Click the End Date field to select the ending date
  3. The call list will update to show only calls within that date range

The search field allows you to search by:

  • Name
  • Phone number
  • Other identifying information

Simply type your search terms and the list will filter automatically.

tip

Filtering by missed calls is particularly useful for identifying callbacks you need to make.

Managing Call Records​

You can perform several actions on your call records:

Selecting Records​

  • Select Individual Records - Click the checkbox next to any call
  • Select All Records - Click the checkbox in the header row to select all calls on the current page

Bulk Actions​

With multiple records selected, you can:

  • Delete Records - Remove selected calls from your history
    1. Select the calls you want to delete
    2. Click the delete (trash) icon
    3. Confirm the deletion when prompted
  • Mark as Read - For missed calls, mark them as "read" to indicate you've followed up
    1. Select the missed calls to mark
    2. Click the "read" icon
warning

Deleted records cannot be recovered. Only delete calls you're certain you no longer need.

Refreshing the List​

Click the reload button to refresh your call history and see the most recent calls

Viewing Call Details​

To see detailed information about any call:

  1. Click on the call record in the list
  2. A detailed view window will open showing:
    • Caller and recipient information
    • Exact start, connect, and end times
    • Call rating (if available)
    • Agent idle time (for call center environments)
    • Call category (if assigned)
    • CMC (Call Management Code, if used)
    • Any comments added to the call

When viewing call details, you can:

  • Click the left arrow (or use left/up arrow keys) to view the previous call
  • Click the right arrow (or use right/down arrow keys) to view the next call

Call Detail Tabs​

The call details view includes several tabs:

Call Details​

Shows basic information about the call, including times, participants, and any ratings or categories.

Call Content​

Displays transcription of the call if it was recorded and transcribed.

Call Flow​

Shows the journey of the call through your phone system, including:

  • IVR interactions
  • Queue times
  • Agent interactions
  • Timing for each stage of the call

VQ Report​

Displays voice quality metrics for the call, including:

  • Jitter measurements
  • Packet loss statistics
  • Technical quality data

Call Devices​

Shows technical information about the devices used during the call:

  • Extension numbers
  • User agents (phone models/software)
  • Codecs used
  • IP addresses

Recordings​

Provides access to any recordings made of the call, including:

  • Recording time
  • Account information
  • Playback controls

Taking Actions on Calls​

For each call in your history, you can perform several actions:

Making Return Calls​

Click the action dropdown (or click the call action button) on any call record Select from:

  • Audio Call - Make a voice-only call
  • Video Call - Make a video call (only available for internal extensions)
  • Text - Send a chat message (available for internal extensions or external numbers if chat is enabled)

Viewing Contacts​

For external callers:

  1. Click the action dropdown
  2. Select "Show Number" to view contact information

Managing Missed Calls​

For missed calls, you can:

  1. Click the action dropdown
  2. Select:
    • Mark Read - To indicate you've followed up (changes icon appearance)
    • Mark New - To flag the call for attention again

Adding Notes​

To document important information about a call:

  1. Click the action dropdown
  2. Select "Add Note"
  3. Enter your comments in the text field
  4. Click Save
tip

Adding notes to calls can help you track conversation details and follow-up items without having to remember everything. Once a note is added, a note icon will appear in the call list.

Exporting Call History​

To export your call history for reporting or analysis:

  1. Apply any desired filters to show the calls you want to export
  2. Either:
    • Select specific calls using the checkboxes, or
    • Select all calls using the header checkbox
  3. Click the export button
  4. A CSV file will be downloaded containing your call records

If no calls are selected when you click export, all calls matching your current filter will be exported.

Export File Contents​

The exported CSV file includes:

  • Date and time
  • Call direction (inbound/outbound)
  • Caller name and number
  • Recipient name and number
  • Call duration
  • Call rating (1-5 stars)
  • Call category
  • Call Management Code (CMC)
tip

The exported CSV file can be opened in spreadsheet applications like Microsoft Excel or Google Sheets for further analysis, reporting, or integration with other business systems.