Call Flow CDRs

phone.systems™ provides extensive call logs, charts, and statistics to help monitor, control, and optimize phone.systems™ services.

Important

The date and time displayed in Call Flow CDRs are based on the time zone settings of the device in use. For example, if the device is set to UTC+1, the CDRs will appear in the UTC+1 time zone.

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Fig. 1. Call Flow CDRs

Call Log Filters

Various filters are in place to help you pinpoint the exact call logs you are looking for.

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Fig. 1. Call Log Filters

You can use any of the following filters:

Field

Description

Time Range

Predefined or custom range of dates and times to filter the call logs (e.g., Today, Last 24 hours, This week, Custom range).

Status

Specifies the call status (answered, resolved, lost, or processing).

Source Number

The phone number of the caller.

Source User

The user who made the call.

Destination Number

The phone number of the callee.

Destination User

The user who received the call.

Source Contact Method

The method used by the caller to initiate contact.

Call Flow

Specifies the call flow to which users are assigned.

Has Recording

Filters calls that have an associated recording.

Has Voicemail

Filters calls that have an associated voicemail message.

Has Fax

Filters calls based on fax transmission.

Has AI Call Insights

Filters calls that include AI call insights.

Tip

You can filter multiple values in call log filters, such as source numbers, destination numbers, or other fields, by entering the values separated by commas (,) or spaces. For example, enter 123, 456 or 123 456 to filter multiple entries in a single field.

Call Logs

To help you locate and review your call records, the Call Flow CDRs table includes several key fields.

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Fig. 2. Call Logs Fields

The following fields are available in the Call Logs view:

Call Logs Fields

Field

Description

Time Start

The date and time when the call was initiated.

Time Connect

The date and time when the call was answered and connected.

Time End

The date and time when the call ended.

Waiting Time

The duration between call initiation and connection.

In Call Time

The duration of the call (time between connection and disconnection).

Status

Specifies the call status (answered, resolved, lost, or processing).

Source Name

The name of the caller.

Source Number

The phone number of the caller.

Source Contact Method

The method used by the caller to initiate contact.

Source User

The user who made the call.

Destination Number

The phone number of the callee.

Destination Contact Method

The method used by the callee to answer the call.

Destination user

The user who received the call.

Call Flow

Specifies the call flow to which users are assigned.

End Code

Specifies the actions taken before the call ended.

Resolved At

The date and time the call was resolved.

Resolved By

The user who resolved the call.

Routing Attempt

The number of routing attempts made.

Call ID

The unique identifier for the call.

AI call insights

Allows you to view call summaries and analytics if the call was processed by phone.systems™ AI.

Recording

Allows you to playback or download the recorded audio of the call, if available.

Voicemail

Allows you to playback or download the voicemail message, if available.

Fax

Allows you to download attached fax files, if available.

Call Status

phone.systems™ classifies calls into four statuses:

  • Answered: The call was answered, and the caller and callee had a conversation.

  • Lost: The call was not answered by the callee. This status remains until the call is successfully completed or manually resolved.

  • Resolved: A previously lost call that was later successfully completed or manually marked as resolved.

  • Processing: A call that is actively being handled by the system to determine its final status.

End Codes

This section provides detailed descriptions of the End Code values in Call Detail Records (CDRs), which specify the reasons for call termination.

Reason

Description

Connected to agent

The call was successfully connected to a live agent.

Waiting timeout

The caller waited too long without being connected and timed out.

Disconnect from originator

The caller disconnected before the call was picked up.

Pick-up

The call was picked up by the recipient.

Redirect

The call was redirected to another destination.

Redirect Failed

The call could not be redirected to the intended destination.

Not allowed by scheduler

Call redirected to voicemail by the scheduler due to restrictions.

User not available

Destination contact method not registered, no response, or error.

Too many redirects

The call was redirected too many times, causing a failure.

Failed

Generic failure without a detailed error code.

Channels Overload

Too many concurrent calls, resulting in a channel capacity issue.

Account blocked

The account is blocked.

PSTN termination blocked

PSTN termination is blocked.

External calls not allowed

Outbound number not set for the calling device, blocking the call.

PSTN Termination error

Call failed due to a disconnect reason from PSTN forwarding.

PSTN Termination billing error

Call failed due to a billing issue from PSTN services.

Wrong Number

The number is incorrect, causing routing to fail.

Resolving Lost Calls

Lost calls can be resolved in two ways:

  1. Automatically Resolved:

    If you call back the number associated with the lost call, it is resolved automatically upon successful connection.

    Note

    After calling back, the call is resolved within 72 hours

  2. Manually Resolved:

    Locate the lost call in the call logs. Click the Actions button and select Resolve.

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    Fig. 3. Actions Button

    A confirmation pop-up appear, informing you that this action cannot be undone and will apply to all related lost calls. Click Confirm to resolve the call.

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    Fig. 4. Pop-up Warning

AI Call Insights

You can access AI Call Insights by scrolling to the right side of the Call Flow CDRs table.

Note

AI Call Insights are only available if they are enabled on the DIDWW user panel.

If a call was processed by phone.systems™ AI, the ai icon is displayed. If insights are not available, the no-ai icon appears.

Note

AI Processing Conditions:

  • AI processing is skipped if the call recording duration is less than 1 minute.

  • AI processing is also skipped if the audio file size exceeds 25 MB.

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Fig. 1. AI Call Insights column

Click the ai button to view all AI insights for the selected call record.

AI Call Insights

Fig. 2. AI Call Insights

Recording

You can access call recordings by scrolling to the right side of the Call Flow CDRs table.

Note

Call recordings in Call Flow CDRs are only available when cloud storage is enabled.

If a call was recorded, click the play button to play back the recording.

To download the recording, click the download button.

Recorded Calls

Fig. 1. Recorded Calls

Voicemail

You can access voicemails by scrolling to the right side of the Call Flow CDRs table.

Note

Voicemails in Call Flow CDRs are only available when cloud storage is enabled.

If a call includes a voicemail message, click the play button to listen to the recording.

To download the voicemail, click the download button.

Voicemails

Fig. 1. Voicemails

Fax

You can access fax files by scrolling to the right side of the Call Flow CDRs table.

Note

Fax file downloads are available only when cloud storage is enabled.

If a call includes a fax file, a download button will appear. Click the button to download the fax document.

Faxes

Fig. 1. Faxes