# Call History Review and manage call detail records (CDRs) for calls handled by **phone.systems(TM)**. **Call History** shows call direction, endpoints, timing, and outcome for each record. Use it to find calls by time range, status, or numbers, then open a record to confirm what happened (for example, why a call was lost or how it ended). It also shows assigned call tags and available attachments such as notes, recordings, voicemail, fax, and AI insights. You can also download filtered CDRs for reporting and resolve lost calls when required. Important The date and time displayed in Call History 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. --- ## Filters | **Filter** | **Description** | | --- | --- | | **Time range** | Filter records by selecting a predefined period or setting a custom start and end date and time. | | **Numbers** | Filter inbound and outbound call records by entering one or more phone numbers. For outbound calls, each entered number is matched against the source number. For inbound calls, each entered number is matched against the destination number. | | **Status** | Filter by call status (**Answered**, **Lost**, or **Resolved**). | | **Type** | Filter by call direction (**Inbound**, **Outbound**, or **Internal**). | | **Source** | Filter by the source type and value (for example, **User** or **Incoming trunk**). | | **Source number** | Filter by the caller phone number. | | **Destination** | Filter by the destination type and value (for example, **User**, **Call Flow**, **PSTN**, or **Call Pick-Up**). | | **Destination number** | Filter by the dialed (destination) phone number. | | **Source contact method** | Filter by the source-side contact method (for example, **Application**, **SIP Account**, **SIP Forwarding**, or **PSTN Forwarding**). | | **Global tag** | Filter by the selected global tag. | | **Tags** | Filter by one or more call tags assigned to the call. | | **Has note** | Show only records with a saved call note. | | **Has recording** | Show only records with a call recording. | | **Has voicemail** | Show only records with a voicemail message. | | **Has fax** | Show only records with a fax attachment. | | **Has AI call insights** | Show only records with AI call insights. | Note - Filters can be used individually or in combination. When multiple filters are applied, only call records that match all selected criteria are shown. - If you do not see all available filters, click **More filters** and add the filters you need. - The **Numbers** filter accepts multiple values separated by commas or spaces (for example, `12025550123, 12025550124` or `12025550123 12025550124`). - The selected time range is retained when you navigate between **Call History**, **Routing Attempts**, and **Call Statistics**. It resets when you leave **Call Analytics**. - The **Source** and **Destination** filters display additional fields based on the selected type: - Selecting **Source: User** shows the **Source user** filter. - Selecting **Source: Incoming trunk** shows the **Inbound trunk** filter. - Selecting **Destination: User** shows the **Destination user** filter. - Selecting **Destination: Call Flow** shows the **Call Flow** filter. Use these additional filters to select a specific user, inbound trunk, or call flow. --- ## Call History Table The Call History table displays one record per call detail record (CDR) processed by **phone.systems(TM)**. | **Column** | **Description** | | --- | --- | | **Type** | Icon that indicates the call direction. [Learn more about Call Direction](#ps3-call-direction). | | **Time start** | The date and time when the call was initiated. | | **Wait time** | The duration between call initiation and connection. | | **Talk time** | The duration of the call after it was connected. | | **Source** | The call origin displayed as a single cell with stacked details. [Learn more about Source](#ps3-call-source). | | **Source number** | The phone number from which the call originated. | | **Destination number** | The phone number the call was routed to. | | **Destination** | The call destination displayed as a single cell with stacked details. [Learn more about Destination](#ps3-call-destination). | | **End code** | The reason the call ended. [Learn more about End codes](#ps3-call-history-end-codes). | | **Status** | The current or final call status. [Learn more about Status](#ps3-call-history-call-status). | | **Resolved by** | Resolution details for lost or resolved calls. [Learn how to resolve lost calls](#ps3-call-history-resolve-lost-calls). | | **Tags** | Assigned call tags displayed for the call record [Learn more about tags](../Settings/call-tags.html#ps3-settings-call-tags). | | **Attachments** | Indicators for available notes, AI insights, or media files. [Learn more about Call attachments](#ps3-call-history-attachments). | | **Routing attempt** | The number of routing attempts made for the call. | | **Call ID** | The unique identifier of the call record. | Note Some columns display icons and stacked labels to show related information in a single cell, such as [Source](#ps3-call-source), [Destination](#ps3-call-destination), Tags, and [Attachments](#ps3-call-history-attachments). --- ## Call History Table Column Details The Call History table includes several columns that use labels, icons, or stacked values to represent call direction, endpoints, outcomes, and available attachments. Use these definitions when you need to interpret a record accurately for example, to confirm who initiated the call, where it was routed, why it ended, or whether recordings and other media are available. ### Type: Call Direction Call direction explains what kind of call the record represents: inbound to your organization, outbound from a user, or internal between users. Use it when filtering call records, investigating missed calls, or confirming whether a call came from outside the organization or was placed by a user. The **Type** column indicates the call direction from the system perspective, based on how the call enters and exits **phone.systems(TM)**. - **Inbound** - A call received by a phone.systems(TM) [user](../Users/users.html#ps3-users). - **Outbound** - A call initiated by a phone.systems(TM) [user](../Users/users.html#ps3-users). - **Internal** - A call between users using [internal numbers](../Numbers/internal-numbers.html#ps3-internal-numbers). [![Type column showing inbound, outbound, and internal call directions](../../_images/type.png)](../../_images/type.png) **Fig. 1.** Type column showing call direction ### Source Source shows where the call came from and how it entered **phone.systems(TM)**. Use it to confirm whether the call was initiated by an internal user or received through an inbound trunk, especially when troubleshooting call issues or validating call origin. The Source value is displayed differently depending on its type. User User source type means the call was initiated by a user in your organization using a configured contact method. The source cell is displayed as a stacked value: > - The top line shows the user name. > - The second line shows the contact method used to place the call > (for example, **Application** or **SIP Account**). Note If a user no longer exists, the user is shown as **Deleted**. [![Source column showing a user with a contact method](../../_images/source_user.png)](../../_images/source_user.png) **Fig. 2.** Source column for a user-originated call Incoming trunk Incoming trunk source type means the call entered **phone.systems(TM)** from the PSTN through an inbound trunk. The source cell is displayed as a stacked value: > - The top line shows the inbound trunk name. > - The second line shows the source type (for example, **Inbound trunk**). This source type indicates that the call was received from the PSTN, either through a DIDWW-managed trunk or a third-party trunk connected to **phone.systems(TM)**. Note - The default DIDWW-managed phone.systems(TM) trunk is shown as **System**. - If an inbound trunk no longer exists, the trunk is also shown as **Deleted**. [![Source column showing an incoming trunk](../../_images/source_trunk.png)](../../_images/source_trunk.png) **Fig. 3.** Source column for a call received via an incoming trunk ### Destination Destination shows where the call was routed by **phone.systems(TM)**. Use it to confirm which user, number, or routing component received the call-for example, when troubleshooting missed calls, validating call flow behavior, or checking where an inbound call was forwarded. The Destination value is displayed differently depending on its type. Note - Destination may be empty if the call is rejected by the system (for example, when calling a non-existing number). - If the referenced user, call flow, or contact method no longer exists, the value is shown as **unknown**. User User destination type means the call was routed to a user in your organization. The destination cell is displayed as a stacked value: - The top line shows the user name. - The second line shows the destination contact method (for example, **Application** or **PSTN Forwarding**). [![Destination column showing a user with a contact method](../../_images/destination_user.png)](../../_images/destination_user.png) **Fig. 4.** Destination column for a user PSTN PSTN destination type means the call was routed to a public phone number. [![Destination column showing a PSTN number](../../_images/destination_pstn.png)](../../_images/destination_pstn.png) **Fig. 5.** Destination column for a PSTN destination Call Flow Call Flow destination type means the call was routed to a call flow. The destination cell is displayed as a stacked value: - The top line shows the call flow name. - The second line shows the destination type (**Call Flow**). [![Destination column showing a call flow](../../_images/destination_callflow.png)](../../_images/destination_callflow.png) **Fig. 6.** Destination column for a call flow Call Pick-Up Call Pick-Up destination type means the call was handled through a call pick-up configuration and it is triggered using a feature code. For configuration and usage details, see [Call Pickup feature code](../Settings/feature-codes.html#ps3-feature-code-call-pickup). [![Destination column showing a call pick-up destination](../../_images/destination_callpickup.png)](../../_images/destination_callpickup.png) **Fig. 7.** Destination column for a call pick-up destination ### End Codes End codes explain why a call ended in **phone.systems(TM)**. Use them to troubleshoot call issues and understand the final result of a call-for example, whether the caller hung up, the call timed out, a redirect failed, or routing was blocked. | **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. | ### Status Status shows the current or final outcome of a call in **Call History**. Use it to quickly identify answered calls, missed calls that require follow-up (**Lost**), and calls that have already been handled (**Resolved**), especially when filtering records or tracking missed-call resolution. Each call in Call History is assigned a **status** that reflects its current or final outcome. - **Answered** - The call was successfully connected, and media was exchanged between the caller and the destination. - **Lost** - The call was not answered by the destination. This status remains until the call is resolved automatically (for example, after a successful callback) or manually by a user. [Learn how to resolve lost calls](#ps3-call-history-resolve-lost-calls). - **Resolved** - A call that was previously **Lost** and later resolved, either automatically or manually. - **Processing** - A temporary state while the system determines the final outcome of the call. ### Attachments The **Attachments** column provides access to additional data associated with a call, such as notes, AI analysis, recordings, voicemail messages, and fax files. Note Media attachments such as AI insights, recordings, voicemail, and fax are shown in **Call History** only when [cloud storage](../Settings/cloud-storage-integrations.html#ps3-cloud-storage-integrations) is enabled, and are retained for a maximum of **four months**, after which they are automatically deleted. AI Call Insights AI Call Insights provide automated analysis for recorded calls, including summaries, sentiment analysis, key topics, and full transcripts. Use them to quickly review what was discussed on a call without listening to the entire recording. Note - AI Call Insights are available only when they are [enabled in AI Settings](../ai/ai-settings.html#ps3-ai-settings-enable). - AI processing begins once the call has been connected for at least 15 seconds. Calls shorter than 15 seconds, or with an audio file exceeding 25 MB, are not processed. To view AI insights for a call: 1. In **Call Analytics → Call History**, locate a call record with the AI icon. 2. Click the **AI** icon in the **Attachments** column. The **AI Call Insights** view opens and displays the analysis results for that call. [![AI Call Insights overview](../../_images/ai_overview.png)](../../_images/ai_overview.png) **Fig. 8.** AI Call Insights overview Call Recording Call recordings let you review the audio of a call directly from **Call History**. Use them to verify what was said, confirm call handling, or support troubleshooting and quality checks. Note Call recordings are shown in **Call History** only when [cloud storage](../Settings/cloud-storage-integrations.html#ps3-cloud-storage-integrations) is enabled. To listen to a call recording: 1. In **Call Analytics → Call History**, locate a call record that has a recording available. 2. Click the **Recording** (microphone) icon in the **Attachments** column. The **Call Recording** window opens, where you can play the recording and download the file. [![Call Recording window](../../_images/recording_listen.png)](../../_images/recording_listen.png) **Fig. 9.** Call Recording window with playback and download controls Voicemail Voicemail messages let you review missed-call messages directly from **Call History**. Use them to capture caller information and follow up without returning the call immediately. Note Voicemails are shown in **Call History** only when [cloud storage](../Settings/cloud-storage-integrations.html#ps3-cloud-storage-integrations) is enabled. To listen to a voicemail message: 1. In **Call Analytics → Call History**, locate a call record that has a voicemail available. 2. Click the **Voicemail** icon in the **Attachments** column. The **Voicemail** window opens, where you can play the message and download the file. [![Voicemail playback window](../../_images/voicemail_listen.png)](../../_images/voicemail_listen.png) **Fig. 10.** Voicemail playback window with controls Fax Fax attachments let you download fax documents as part of a call record. Use them when you need to retrieve the original fax file for processing, storage, or follow-up. To download a fax document: 1. In **Call Analytics → Call History**, locate a call record that has a fax available. 2. Click the **Fax** icon in the **Attachments** column. [![Fax icon in Attachments column](../../_images/attachments_fax.png)](../../_images/attachments_fax.png) **Fig. 11.** Fax indicator in the Attachments column Notes Notes let you add and review text details associated with a call directly from **Call History**. Use notes to store conversation summaries, follow-up reminders, or other context that is not captured in call metadata. To view a call note: 1. In **Call Analytics → Call History**, locate a call record with the **Note** icon in the **Attachments** column. 2. Click the **Note** icon to open the saved note for that call. [![Note in the Attachments column](../../_images/attachments_note.png)](../../_images/attachments_note.png) **Fig. 12.** Note in the Attachments column --- ## View Call Detail Record Details Viewing a single call record allows you to inspect its call detail record (CDR) in a dedicated details view. Use this view when you need to investigate a specific call in more detail for example, to confirm who called whom, when the call started, how it ended, which tags are assigned, and whether any attachments are available. It helps you validate the call outcome, review timing and endpoints, and access related data such as notes, recordings, voicemail, fax, or AI insights. To view a call detail record: 1. Go to **Call Analytics → Call History**. 2. Locate the required call in the table. 3. Click **Actions → View**. The call detail record (CDR) displays the same call direction, timing, endpoints, outcome, tags, and attachments described in the [Call History Table](#ps3-call-history-call-records) section. [![Call detail record window](../../_images/cdr_details.png)](../../_images/cdr_details.png) **Fig. 13.** Call detail record window --- ## Resolve Lost Calls A call is marked as **Lost** when it is not answered by the destination (for example, the user did not pick up, rejected the call, or the call timed out while ringing). To resolve a lost call, choose one of the options below to update the status in Call History. Callback A lost call is resolved automatically when a successful callback is made to the number associated with the lost call. Note - The callback must successfully connect to an agent. - After a successful callback, the lost call is resolved within 72 hours. Resolve manually Resolve a lost call manually when the missed call was handled outside the automatic callback flow (for example, the caller was contacted through another channel or the issue was already addressed). To resolve a lost call manually: 1. In **Call Analytics → Call History**, locate the call record with the **Lost** status. 2. Click the **Actions** button for that call record. 3. Select **Resolve**. 4. In the confirmation pop-up, click **Confirm**. Note This action cannot be undone and will apply to all related lost calls. [![Resolve confirmation](../../_images/resolve-confirmation.png)](../../_images/resolve-confirmation.png) **Fig. 14.** Resolve confirmation --- ## Call History Page Actions Use the actions in Call History to download records, reload the view, see the total number of matching records, and navigate through pages. Download CDRs Download the currently filtered Call History records as a CSV file. 1. Apply the required filters to narrow down the records. 2. Click the **Download** icon in the top-right corner of the table. 3. Choose a destination on your device and confirm the download. [![Download icon in Call History table](../../_images/download-button.png)](../../_images/download-button.png) **Fig. 15.** Download Call History Reload Refresh the current view without changing your filters. To reload the Call History page, click the **reload** icon in the top-right corner of the page. [![Reload icon in Call History](../../_images/refresh1.png)](../../_images/refresh1.png) **Fig. 16.** Reload Call History view Pagination and page size Call History displays results across multiple pages. By default, each page shows **50** records. If you want to see more results at once, increase the page size up to **100**. Use the pagination controls to move to the next or previous page. [![Page size and pagination controls in Call History](../../_images/pagination.png)](../../_images/pagination.png) **Fig. 17.** Pagination controls Total count The **Total Calls** counter, next to **Page size**, shows the total number of call records that match the current filters across all pages. Use it to count calls without paging through the results, for example to see how many calls have a specific tag in the selected time range. The counter updates when you change the filters or the time range. [![Total Calls counter next to the page size control in Call History](../../_images/total-calls.webp)](../../_images/total-calls.webp) **Fig. 18.** Total Calls counter On this page