Call history and call details

Call history is a log of every call made and received on your phone system. Use it to answer questions like “Did that customer really call us yesterday?” or “Why did this call go to voicemail?”

Who can see what

• Office Managers and Call Center Supervisors can see calls for the whole company.
• Simple Users and Basic Users see only their own calls.

Open call history

1. Go to Reporting. The Call History tab opens.
2. The most recent calls appear first. Select a column heading, such as Date, to sort.

Find a specific call

1. Select Filters. The Call History Filters window opens.
2. Set the From and To dates and times. You can search up to 31 days at a time.
3. Fill in any of the other boxes you need: User (name or extension), Department, Site, Caller Number, or Dialed Number.
4. Optionally choose a Call Type: Inbound, Outbound, or Missed.
5. Select Filter.

Your active filters appear as purple tags next to Filters. Select the x on a tag to remove it, or Clear Filters in the window to start over.

Tip: Looking for a call from a customer? Search for the last few digits of their number. It’s faster than scrolling.

What the columns mean

• From Name and From — The caller’s name and number.
• From User and To User — The extensions involved, when the call was between users.
• Dialed — The number the caller dialed, such as your main line.
• To — Where the call ended up, such as a user, queue, or voicemail (shown as “VMail”).
• Date — When the call happened.
• Duration — How long the call lasted.
• Release Reason — Which side hung up, or why the call ended, such as “No Answer.”
• PAC — An account code, if your company uses them.

See the details of a call

Select the icon at the right end of a call’s row to open Cradle To Grave. It shows the path the call took, step by step and with times: who called, which auto attendant or queue it went through, who it rang, whether it was answered or went to voicemail, and who hung up. This is the best tool for figuring out why a call didn’t go where you expected.

Common questions

How far back can I look?

Call history stays available for at least 3 months, and you can search up to 31 days at a time. Export call history regularly, or set up Scheduled Exports, if you need long-term records. See Export your reports.

Why can’t I see other people’s calls?

Your role only allows you to see your own calls. Ask an Office Manager if you need broader access. See User roles.

Can I listen to the call here?

If the call was recorded, you’ll see recording controls on its row. See Find, play and download call recordings.

Related articles

• Find, play and download call recordings
• Export your reports
• Queue and agent activity
• How a call travels through your phone system