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.
Call Log Filters
Various filters are in place to help you pinpoint the exact call logs you are looking for.
You can use any of the following 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:
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. |
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.
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.
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.
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.
Click the button to view all AI insights for the selected call record.