phone.systems™ App Call History

The call history section displays call logs of recent inbound and outbound calls, along with their status indicators. You can view recent call activities, check missed or lost calls, and access additional details such as call type and duration.

Application Call History

Fig. 1. Application Call History

To review a call log details, click on the desired call.

You will open a detailed call log page, where you can view the source and destination numbers, along with the following call details:

  • Status: The current status of the call.

  • Call Started: 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.

If the call has been resolved, you will also see these additional details:

  • 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.

If call recordings were enabled, you will see an Attachments tab where you can listen to the audio recording directly within the app.

Call log details and attachments

Fig. 2. Call log details and attachments

Note

Listening to call recording playback in the app’s call history is available only when cloud storage is enabled.

AI Call Insights

You can access AI Call Insights in the Attachments tab of the call log details page.

Note

Ensure that AI Call Insights is enabled before generating a call log. For more information, see AI Call Insights.

AI Call Insights: Summary, Analysis and Transcript

Fig. 1. AI Call Insights: Summary, Analysis and Transcript

AI Processing Conditions:

  • AI processing is not performed if the call recording duration is less than 1 minute.

  • AI processing is also not performed if the audio file size exceeds 25 MB.

Summary

Call Summaries provide a concise overview of the key details from a phone call. This feature enables you to quickly understand the main points of the conversation without listening to the entire recording.

AI Call Insight: Summary

Fig. 2. AI Call Insight: Summary

Analysis

The Analysis feature provides insights into communication dynamics between participants, including:

  • Talk-to-Listen Ratio: Measures and compares the time each participant spends talking versus listening.

  • Sentiment Analysis: Evaluates and identifies the emotional tone of both participants during the call. Emotions are classified as positive, negative, or neutral based on the words used.

AI Call Insight: Analysis

Fig. 3. AI Call Insight: Analysis

Transcript

Full Call Transcripts provide a complete written record of a conversation by capturing all spoken words. This feature is useful for analyzing discussions, understanding customer needs, and improving service quality.

AI Call Insight: Transcript

Fig. 4. AI Call Insight: Transcript

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.”

Lost Calls History

Fig. 1. Lost Calls History

To resolve lost calls, you have two options:

  1. Return the call: Select the missed call and tap the phone icon to redial.

  2. Manually resolve the call: Open the lost call, then click the checkmark icon in the top right corner of the app to manually mark it as resolved.

A pop-up will notify you that once resolved, this action cannot be undone and will apply to all related calls.

Manually Resolving Lost Calls

Fig. 2. Manually Resolving Lost Calls