Find a past call in call history

Call history in the admin portal covers every user on your account. Use it to check whether a customer got through, see who picked up, or track down a recorded call.

Some labels in your portal or apps may look slightly different from this guide.

Search call history

1. 1
   Step 1:

   Open call history

   In the admin portal, go to Reports and select CDR. That's the portal's label for call history.
2. 2
   Step 2:

   Set the dates

   Pick a Start Date and an End Date. If you know roughly when the call came in, add a Start Time and End Time too.
3. 3
   Step 3:

   Add filters

   Put an extension or phone number in From or To. To see only one outcome, set Status to Answered, Not Answered, Busy or Error.
4. 4
   Step 4:

   Search

   Select the search icon. Do this again whenever you change a filter, or the list won't reflect it.

Read the results

Each row gives you:

• From and To: where the call started and where it went.
• Date/Time and Duration.
• Status: whether the call was answered.
• Caller ID: the number your side sent on an outgoing call. It's the quickest way to check which of your numbers a customer saw.
• MOS: a call quality score, if your account shows it. Select it to see more detail.
• A recording icon on calls that have a recording you can play. See play, download or delete a call recording.

Search tips

• Calls with hidden caller ID. Type anonymous in From to list only callers who blocked their number.
• Recorded calls only. Turn on Show recorded calls only before you search.
• One call, start to finish. A call that passes through a phone menu, a ring group or a transfer can leave several rows. The ID filter searches by unique ID at first. Select the blue # beside it to change it to linked ID, then search with the call's ID to get every row that belongs to that call.

Send call details to support

If support asks for the details of a call, tick its row and select CLIR. A window opens with the technical record of that call, and it can email the record to an address you enter.

What to expect

• You see calls on your own account only.
• Call history goes back 1 year.
• Each user can also see their own calls in their user portal. See view and export your call history and recordings.
• Some sections of the admin portal depend on your admin access.

Don't see this option? Contact support and we'll set it up for you.