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.

../../_images/fig152.png — **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.

../../_images/fig237.png — **Fig. 1.** Call Log Filters

You can use any of the following filters:

Call Log Filters
Field	Description
Time From	The date and time from which call logs are filtered.
Time To	The date and time until which call logs are filtered.
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.
Source Contact Method	The method used by the caller to initiate contact.
Call Flow	Specifies the call flow to which users are assigned.

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 your call logs, Call Flow CDRs include the following fields:

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.
Inbound trunk	The inbound trunk used for the call.
Termination route	The termination route used for the call.
Termination gateway	The termination gateway used for the call.
Billing duration	The billed duration of the call in seconds.
Rate (USD)	The per-minute rate for the call in USD.
Charged (USD)	The total cost of the call in USD.
Call ID	The unique identifier for the call.
Recording	Provides an option to download and listen to the call recording.
Voicemail	Provides an option to download and listen to the voicemail.

../../_images/fig612.png — **Fig. 2.** Call Logs Fields

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 routing.
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:

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
Manually Resolved:

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

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.

Fig. 4. Pop-up Warning

Recording

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

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

To download the recording, click the button.

../../_images/fig103.png — **Fig. 1.** Recorded Calls

Note

Call recording playback in Call Flow CDRs is available only when cloud storage is enabled.

AI Call Insights

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

If a call was processed by phone.systems™ AI, the icon is displayed. If insights are not available, the 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.

../../_images/fig1114.png — **Fig. 1.** AI Call Insights column

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

../../_images/fig710.png — **Fig. 2.** AI Call Insights