# phone.systems(TM) 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](#ps3-appplication-call-history-details) **Access Call Attachments** Access voicemails, recordings, faxes, AI insights, tags, and notes associated with calls. [Call Attachments](#ps3-appplication-call-history-attachments) **Access Related Calls** View and manage calls grouped by flow or user session. [Access Related Calls](#ps3-appplication-call-history-related) **Synchronize Call Records** Manually sync call logs to retrieve the latest data. [Synchronize Call Records](#ps3-application-call-sync) **Filter Call History** Narrow down your call history using advanced filter criteria. [Filter Call History](#ps3-appplication-call-history-filter) **Resolve Lost Calls** Review and manage missed or unanswered calls. [Lost Calls](#ps3-appplication-call-history-lost-calls) --- ## Call Log Details To view detailed call information, click the [![inline_details](../../_images/inline_details.png)](../../_images/inline_details.png) button on the corresponding call log entry. This opens a page displaying call participants, status, start time, durations, end reason, and resolution details. > [![Call log record](../../_images/call_log_record.png)](../../_images/call_log_record.png) > > > **Fig. 1.** Call Log Record > [![Call log details and attachments](../../_images/fig461.png)](../../_images/fig461.png) > > > **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 [![call-button](../../_images/call-button.png)](../../_images/call-button.png) button. ### Unknown Contact Actions The **Actions** menu is available when a call participant is shown as an **unknown contact** in the **Call Log Details** screen. Tap the **three-dots** icon next to the phone number to open the menu. The available actions include: - **Call** - Initiate a new call to the selected number. - **Copy number** - Copy the phone number to your clipboard. - **Create contact** - Add the number as a new contact. > [![Actions button for unknown contact](../../_images/actions-menu1.png)](../../_images/actions-menu1.png) > > > **Fig. 3.** Actions Button > [![Actions menu for unknown contact](../../_images/actions-menu2.png)](../../_images/actions-menu2.png) > > > **Fig. 4.** Actions Menu --- ## Call Attachments The **Attachments** tab in your phone.systems(TM) call history lets you review and interact with files related to a specific call. Important - To view attachments in the phone.systems(TM) app, make sure that users are [added to the call flow](../Call-flows/control-panel.html#ps3-control-panel-manage-users). - Attachments are only available if [cloud storage](../Settings/cloud-storage-integrations.html#ps3-cloud-storage-integrations) is enabled. - Attachments are retained for a maximum of **four months**, after which they are automatically deleted. Select an attachment type below to learn more: **Voicemail** Review and play back voicemail attachments. [Voicemail Attachments](#ps3-appplication-call-history-attachments-voicemail) **Recording** Access and play call recordings. [Recording Attachments](#ps3-appplication-call-history-attachments-recording) **Fax** Open and view fax PDFs. [Fax Attachments](#ps3-appplication-call-history-attachments-fax) **AI Call Insights** Explore AI-powered summaries, analyses, and transcripts. [AI Call Insights](#ps3-appplication-call-history-attachments-ai) **Tags** Assign or remove tags to organize calls. [Tags](#ps3-app-call-history-attachments-tags) **Notes** Add, edit, or delete notes for a call. [Notes](#ps3-app-call-history-attachments-notes) ### Voicemail Attachments Use the voicemail attachment to play back voice messages left after missed calls. Tap the [![inline_play](../../_images/inline_play.png)](../../_images/inline_play.png) icon to play the voicemail, or use the [![inline_playback](../../_images/inline_playback.png)](../../_images/inline_playback.png) control to adjust playback speed. Note You can download voicemails from the web UI under [call flow CDRs](../Call-analytics/call-history.html#ps3-call-flow-cdrs-voicemail). [![Voicemail Attachments](../../_images/fig681.png)](../../_images/fig681.png) **Fig. 5.** Voicemail Attachments ### Recording Attachments The **Recording** attachment provides access to the full audio of a call. Tap the [![inline_play](../../_images/inline_play.png)](../../_images/inline_play.png) icon to play the recording, or use the [![inline_playback](../../_images/inline_playback.png)](../../_images/inline_playback.png) control to adjust playback speed. Note You can download call recordings from the web UI under [call flow CDRs](../Call-analytics/call-history.html#ps3-call-flow-cdrs-recording). [![Recording Attachments](../../_images/fig70.png)](../../_images/fig70.png) **Fig. 6.** Recording Attachments ### Fax Attachments The **Fax** attachment allows you to open faxed documents directly in PDF format. Tap the **Open PDF** button to open the PDF file. [![Fax Attachments](../../_images/fig691.png)](../../_images/fig691.png) **Fig. 7.** Fax Attachments ### AI Call Insights Use **AI Call Insights** to review recorded calls with enhanced context. This feature provides a [summary](#ps3-appplication-call-history-attachments-ai-summary), [analysis](#ps3-appplication-call-history-attachments-ai-analysis), and [transcript](#ps3-appplication-call-history-attachments-ai-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](../ai/ai-settings.html#ps3-ai-settings-enable). 2. AI Processing Conditions: - AI generation and charging begin once the call has been connected for at least **15 seconds**. - The audio file must not exceed **25 MB**. [![AI Call Insights: Summary, Analysis and Transcript](../../_images/fig60.png)](../../_images/fig60.png) **Fig. 8.** 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. [![AI Call Insight: Summary](../../_images/fig6110.png)](../../_images/fig6110.png) **Fig. 9.** 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. [![AI Call Insight: Analysis](../../_images/fig622.png)](../../_images/fig622.png) **Fig. 10.** 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. [![AI Call Insight: Transcript](../../_images/fig631.png)](../../_images/fig631.png) **Fig. 11.** AI Call Insight: Transcript ### Tags The **Tags** attachment lets you assign predefined labels to a call to help categorize and organize call records. Use tags when you want to group calls by purpose, track specific types of interactions (for example, potential customer or callback), or make calls easier to filter and review later. Tap the **Tags** icon to open the tag selection window. Select one or more tags, then tap **Apply** to assign them to the call. Note Tags are created and managed in the [Call Tags](../Settings/call-tags.html#ps3-settings-call-tags) section of the phone.systems(TM) Admin Panel. > [![Tags section in attachments](../../_images/call_tags_attachment_view.png)](../../_images/call_tags_attachment_view.png) > > > **Fig. 12.** Tags in the Attachments tab > [![Tag selection window](../../_images/call_tags_modal.png)](../../_images/call_tags_modal.png) > > > **Fig. 13.** Select and apply tags ### Notes The **Notes** attachment lets you add and manage text notes for a call to capture important details or follow-up actions. Use notes to document conversation summaries, key decisions, or additional context that is not included in call metadata or recordings. Tap the **Edit** icon to open the note editor, update the content, then tap **Save** to apply changes. Tap the **Delete** icon to remove the note from the call. > [![Notes section in attachments](../../_images/notes_attachment_view.png)](../../_images/notes_attachment_view.png) > > > **Fig. 14.** Notes in the Attachments tab > [![Edit note window](../../_images/notes_edit_modal.png)](../../_images/notes_edit_modal.png) > > > **Fig. 15.** Edit note window --- ## 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. [![Related Calls](../../_images/fig718.png)](../../_images/fig718.png) **Fig. 16.** Related Calls Tab --- ## Synchronize Call Records The **phone.systems(TM) 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(TM) app. > 2. Click the [![inline_synch](../../_images/inline_synch.png)](../../_images/inline_synch.png) > button. [![Synchronize button](../../_images/synchronize.png)](../../_images/synchronize.png) **Fig. 17.** Synchronize button --- ## Filter Call History The **Filter Call History** panel lets you refine visible call logs based on specific criteria. Use filters to quickly locate calls by date, direction, status, type, attachments, or assigned tags. To use filters, follow these steps: > 1. Open the **Call history** section in the phone.systems(TM) app. > 2. Tap the [![filter](../../_images/filter.png)](../../_images/filter.png) > icon to open the **Filter Call History** screen. > 3. Select the filters you want to apply. > 4. Tap **Apply**. > [![Filter Call History Button](../../_images/fig771.png)](../../_images/fig771.png) > > > **Fig. 18** Filter Call History Button > [![Filter Call History Panel](../../_images/fig721.png)](../../_images/fig721.png) > > > **Fig. 19** 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 (configured using [call flows](../Call-flows/index.html#ps3-call-flows-index)). - **Direct call** - Peer-to-peer calls made directly between two endpoints (configured using [contact methods](../Contact-methods/app-configurations.html#ps3-app-configurations)). | > | **Attachments** | Filters calls based on the presence of specific attachments. 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 call insights** - Includes calls with AI-generated summaries, analysis, or transcripts. - **Note** - Includes calls that contain a saved note. | > | **Tags** | Filters calls by assigned tags. Select one or more tags to display calls that match the selected labels. | --- ## 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](../../_images/fig1214.png)](../../_images/fig1214.png) **Fig. 20.** 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 [![inline_resolve](../../_images/inline_resolve.png)](../../_images/inline_resolve.png) button: [![Manually Resolving Lost Calls](../../_images/resolve.png)](../../_images/resolve.png) **Fig. 21.** Manually Resolving Lost Calls in Call History Or open the call details by clicking the [![inline_details](../../_images/inline_details.png)](../../_images/inline_details.png) button, then select the [![inline_checkmark](../../_images/inline_checkmark.png)](../../_images/inline_checkmark.png) icon in the upper-right corner to mark the call as resolved. In the confirmation window, click **Confirm** to complete the action. [![Manually Resolving Lost Calls from Details View](../../_images/fig164.png)](../../_images/fig164.png) **Fig. 22.** Resolving a Lost Call from the Call Details View On this page