Call Flow CDRs

phone.systems™ includes extensive call logs, charts and statistics that aid in the monitoring, control and optimization of the phone.systems™ services.

Fig. 1. Call Flow CDRs

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Call Log Filters

Various filters are in place to help you pin-point the exact call logs that you are looking for.

Fig. 1. Call Log Filters

You may choose to use any of these filters:

Call Log Filters

Field	Description
Time From	Specifies the date and time from which the call logs will be filtered.
Time To	Specifies the date and time until which the call logs will be filtered.
Status	Specifies the call status (answered, resolved, lost or processing).
Source Number	The caller’s number.
Source User	The user who performed the call.
Destination Number	The callee’s number.
Source Contact Method	The contact method used by the caller.
Call Flow	Specifies to which call flow the users are assigned to.

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.

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Call Logs

To help you with locating 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 connected (answered).
Time End	The date and time when the call was ended.
Waiting Time	The time difference from when the call was started to when it was connected.
In Call Time	The duration of the call (time difference from when the call was connected to when it was ended).
Status	Specifies the status of the call (answered, resolved, lost or processing).
Source Name	The caller’s name.
Source Number	The caller’s number.
Source Contact Method	The contact method used by the caller.
Source User	The user who performed the call.
Destination Number	The callee’s number.
Destination Contact Method	The contact method used by the callee.
Destination Name	The callee’s name.
Call Flow	Specifies to which call flow the users are assigned to.
End Code	Specifies the call actions before ending.
Resolved At	The date and time when the call was resolved.
Routing Attempt	Specifies the number of routing attempts.
Call ID	The call ID of the call.
Recording	Allows you to download and listen to the call recording.
Voicemail	Allows you to download and listen to the voicemail.

Fig. 2. Call Logs Fields

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Call Status

phone.systems™ classifies calls in three 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 will remain until the parties manage to complete a successful call or the call is manually resolved.

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

• Processing: Calls that are actively being handled by the system to determine their final status.

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End Codes

This section provides detailed descriptions of the End Code values found 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.

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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 will be resolved automatically upon successful connection.

Note

After calling back, the call will be resolved within a 72-hour period.

2. 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 will appear, informing you that this action cannot be undone and will apply to all related lost calls. Click Confirm if you agree to resolve the call.

Fig. 4. Pop-up Warning

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Recording

Access your call records by scrolling to the right side of the Call Flow CDRs table.

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

To download the call recording, click the button.

Fig. 1. Recorded Calls

Note

Listening to call recording playback in call flow CDRs is available only when cloud storage is enabled.

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AI Call Insights

Access your AI Call Insights by scrolling to the right side of the Call Flow CDRs table.

If the call was processed by the phone.systems™ AI, the icon will be displayed. If the insight is not available, the icon will appear.

Note

AI Processing Conditions:

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

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

Fig. 1. AI Call Insights column

Click on the button to reveal all of the AI call insights of your selected call record.

Fig. 2. AI Call Insights