phone.systems™ App Call History

The Call History section provides access to logs of recent inbound and outbound calls, including visual status indicators. You can review recent call activities, identify missed or lost calls, and access detailed information such as call type, timestamps, and duration.

View Call Details

Explore full metadata and technical information recorded for each call.

Call Log Details

Access Call Attachments

Access voicemails, recordings, faxes, and AI insights associated with calls.

Call Attachments

Access Related Calls

View and manage calls grouped by flow or user session.

Access Related Calls

Synchronize Call Records

Manually sync call logs to retrieve the latest data.

Synchronize Call Records

Filter Call History

Narrow down your call history using advanced filter criteria.

Filter Call History

Resolve Lost Calls

Review and manage missed or unanswered calls.

Lost Calls

---

Call Log Details

To view detailed call information, click the button on the corresponding call log entry. This opens a page displaying call participants, status, start time, durations, end reason, and resolution details.

Fig. 1. Call Log Record

Fig. 2. Call Log Details

Call Log Detail	Description
Call Participants	Source numbers – The number of the caller who initiated the call. Destination numbers – The number of the callee who answered the call.
General Call Details	Status – The current status of the call. Call log – The synchronization status of the call. Call Start – The time when the call began. Waiting Time – The duration it took for the call to connect or disconnect. In Call Duration – The total time the call was active.
End Reason	Resolved At – The date and time when the call was resolved. Resolved By – The user who resolved the call. End Reason – The reason for the call ending.

Tip

You can callback the contact or number straight from the call log details screen by clicking the button.

---

Call Attachments

The Attachments tab in your phone.systems™ call history lets you review and interact with files related to a specific call.

Important

• To view attachments in the phone.systems™ app, make sure that users are added to the call flow.

• Attachments are only available if cloud storage is enabled.

Select an attachment type below to learn more:

Voicemail

Review and play back voicemail attachments.

Voicemail Attachments

Recording

Access and play call recordings.

Recording Attachments

Fax

Open and view fax PDFs.

Fax Attachments

AI Call Insights

Explore AI-powered summaries, analyses, and transcripts.

AI Call Insights

Voicemail Attachments

Use the voicemail attachment to play back voice messages left after missed calls.

Tap the icon to play the voicemail, or use the control to adjust playback speed.

Note

You can download voicemails from the web UI under call flow CDRs.

Fig. 1. Voicemail Attachments

Recording Attachments

The Recording attachment provides access to the full audio of a call.

Tap the icon to play the recording, or use the control to adjust playback speed.

Note

You can download call recordings from the web UI under call flow CDRs.

Fig. 2. Recording Attachments

Fax Attachments

The Fax attachment allows you to open faxed documents directly in PDF format.

Click the Open PDF button to open the PDF file.

Fig. 3. Fax Attachments

AI Call Insights

Use AI Call Insights to review recorded calls with enhanced context.

This feature provides a summary, analysis, and transcript for each call. These insights help you quickly identify key points, understand participant interactions, and review the conversation without needing to play the recording.

Note

1. Make sure AI Call Insights feature is enabled before the call is logged. Learn how to do this in AI Call Insights.

2. AI Processing Conditions:

   • AI features require a minimum call recording duration of 1 minute.

   • The audio file must not exceed 25 MB.

Fig. 4. AI Call Insights: Summary, Analysis and Transcript

AI Call Insight: Summary

The Summary section highlights the key points from a call. This helps users quickly understand the purpose and decisions made, without needing to replay the conversation.

Fig. 5. AI Call Insight: Summary

AI Call Insight: Analysis

The Analysis section provides insight into speaker behavior and mood. It includes:

• Talk-to-Listen Ratio: Compares speaking vs. listening time per participant.

• Sentiment Analysis: Identifies the emotional tone as positive, neutral, or negative.

Fig. 6. AI Call Insight: Analysis

AI Call Insight: Transcript

The Transcript displays a full text version of the call. This feature is ideal for reviewing dialogue, validating information, or tracking action items.

Fig. 7. AI Call Insight: Transcript

---

Access Related Calls

The Related Calls tab, available within the opened call log history, displays all calls associated with the current entry. It helps support teams and supervisors trace user call behavior, especially in cases of failed attempts or escalations. This feature supports tracking the sequence and context of call interactions.

Each related call entry includes:

• Contact name and call outcome – Displays the participant’s name (e.g., John S.) and the result (e.g., Failed).

• Call type – Indicates whether the call was a Direct Call or handled via a call flow.

• Timestamp – Shows the time of the related call (e.g., 12:21).

Note

The Related Calls tab appears only if there is more than one call associated with the same user or number.

Fig. 8. Related Calls Tab

---

Synchronize Call Records

The phone.systems™ app synchronizes call history periodically, but you can also perform an instant manual synchronization if you need to update the call history immediately.

To synchronize your call history in real time:

1. Open the Call history tab on the phone.systems™ app.

2. Click the button.

Fig. 1. Synchronize button

---

Filter Call History

The Filter Call History panel enables users to refine visible call logs based on specific criteria.

To use filters, follow these steps:

1. Open the Call history section on the phone.systems™ app.

2. Click the icon to open Filter Call History screen.

3. Check the needed filters.

4. Click Apply.

Fig. 1 Filter Call History Button

Fig. 2 Filter Call History Panel

These are all of the available filters and their attributes:

Filter	Attributes
Date	Filters calls by time range: All – Displays calls from all available dates. Today – Shows only calls made or received on the current date. Yesterday – Displays calls from the previous calendar day. Last week – Filters calls placed or received within the last 7 days. Last month – Includes calls from the last 30 calendar days.
Direction	Filters based on the direction of the call: All – Shows both inbound and outbound calls. Inbound – Displays only incoming calls received by the user. Outbound – Displays only outgoing calls initiated by the user.
Status	Filters calls by completion or handling state: All – Includes calls of any status. Lost – Calls that were missed or not successfully connected. Answered – Calls that were successfully picked up by the recipient. Resolved – Calls that were manually or automatically marked as completed or followed-up.
Type	Filters by the call’s routing path: All – Includes all types of call routing. Call flow – Calls that passed through a defined call flow (app configured using call flows). Direct call – Peer-to-peer calls made directly between two endpoints (app configured using contact methods).
Attachments	Filters based on the presence of specific media files. At least one of the selected options must exist on the call log (OR logic): Voicemail – Includes calls with a voicemail recording. Recording – Includes calls with a full call audio recording. Fax – Includes call logs with a fax PDF document attached. AI Insights – Includes calls with AI-generated summaries, analysis, or transcripts.

---

Lost Calls

The Lost Calls section helps you avoid missed opportunities by tracking failed calls that may need follow-up.

You can find the Lost Calls tab in the Call History section. Missed or failed calls are marked with a red icon and labeled as “Failed.”

Fig. 1. Lost Calls History

There are two ways to resolve a lost call:

1. Return the Call

   Select the missed call and tap the phone icon to redial.

2. Mark as Resolved

   You can manually mark the call as resolved by clicking the button:

   

   Fig. 2. Manually Resolving Lost Calls in Call History

   Or open the call details by clicking the button, then select the icon in the upper-right corner to mark the call as resolved. In the confirmation window, click Confirm to complete the action.

   

   Fig. 3. Resolving a Lost Call from the Call Details View