Call Logs

In Voice > Call Log, you can view call history, see call details and listen to call recordings.

Below is a description of each item in the call log:

Date

The date and time the call was made.

ID

The unique call ID. By clicking the ID, the individual log details of that call will be displayed. This includes all the call data below, as well as Twilio data and a log of call participants' actions.

User

The User the call is associated with.

Agents

A list of the Agents that participated in the call.

Status

Whether the call was answered or not.

Type

Whether the call was inbound or outbound.

From Number

The number the call was made from. Selecting the From Number of a call will insert the number into your Voice dialpad allowing you to quickly call that number.

To Number

The number the call was made to.

Ticket

The ticket associated with the call. Clicking the ticket ID will open the ticket associated with the call log in the Agent interface.

Duration

How long the call lasted. If a call recording has been saved you can also listen to it here.

Cost

The fee for the individual call (in USD).

Call Status

The Call Status refers to whether a call was answered by an Agent or not.

ACTIVE

Means that an Agent is currently participating in that particular call (whether inbound or outbound).

WARM ADD

Means that the multiple Agents are currently participating in a call.

WARM TRANSFER

Means that two Agents are discussing a call, while the User waits on hold to be transferred between the Agents.

COLD TRANSFER

Means that an Agent had been participating on a call, with the caller now waiting to be connect to another Agent.

PENDING

Means the call is currently waiting to be connected to an Agent.

FAILED

Twilio's carriers could not connect the call. Possible causes include the destination is unreachable, or the number may have been input incorrectly.

MISSED

Means that a call was not answered by any Agent and no voicemail was left.

VOICEMAIL

Means the call went unanswered by any Agent and the User left a voicemail.

ENDED

Means the call was handled by an Agent and has now finished.