PBX & Call Center
Call history
The full log of every call, with recordings, notes, topics and quick links to create tickets or leads.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Use Call history to find a call, hear its recording, see who handled it, record what it was about and turn it into follow-up work.
Who can use it
Users with the Call history permission. Who may play a recording can be restricted: if the recording is private to the contact's owner you see "The recording is private to the contact's owner."
Where to find it
Phone → Call history
The screen explained
The call log with filters and a call details panel.
Table columns
| Column | Meaning |
|---|---|
| When | Start time of the call. |
| Caller / Receiver | The two parties. The outside party can be a client, lead or contact. |
| Call type | Incoming, outgoing, internal. |
| Received by | The agent or extension that answered. |
| Ring group | The group the call came through, if any. |
| Call topic | What the call was about, saved at wrap-up. |
| Duration, Status | Talk time and outcome. |
| Rec | A recording exists. Press Play Recording. |
| Ticket / lead | Counts of linked Tickets and Leads. |
| Follow-up | A follow-up is pending (see Call back). |
| Disposition | The result chosen after a campaign call. |
Filters
Date Range (Start Date, End Date), Call Type, Call Topic, Received by, Ring Group, and More filters: Extension, Official number, Talk time (at least / at most seconds), Recording (with, without, removed, on legal hold), Channel (Phone line, WhatsApp, Internal) and Missed (any). Export CSV downloads the filtered list.
Row actions and call details
| Button | What it does |
|---|---|
| Call back | Dials the caller from your extension. |
| Create ticket / Create lead / Add to Lead | Starts a ticket or lead from the call. |
| Create event | Adds a calendar event. |
| Play recording / Pause recording / Mute | Plays the audio inside the page. |
| Hangup | Ends a call still in progress. |
| Update client info, Call received by, Call topic, Add a note about the call, Update Now | Edit the record of the call. |
| Caller category | Classify the outside party. |
| Follow-up | Pick a time to ask again; it shows on the call-back list until marked done. |
| Caller rating | The score (1 to 5) given in the after-call survey. |
| Insights tab | AI summary and transcript, when switched on (see Call insights). |
| Block number | Adds the number to Blocked numbers. |
Tasks
Find yesterday's long call from a customer
- Open Phone → Call history.
- Pick Date Range = yesterday.
- Open More filters and set Talk time, at least to 300 seconds.
- Press the play icon in Rec to listen.
Add a note and create a ticket
- Open the call row.
- Choose a Call topic, type a note and press Update Now.
- Press Create ticket.
Example scenario
Rahim at Padma Net Support receives a complaint about slow internet. After the call he opens the log entry, sets the topic "Slow speed", adds the note "Router reset, retest tomorrow", sets a Follow-up for tomorrow 10:00, and presses Create ticket.
Tips
- Ask agents to complete the wrap-up in the softphone. It fills topic and notes automatically.
- Use Export CSV for monthly reporting.
- Call topics are managed under CRM settings (Call topics).
Troubleshooting
| Problem | Fix |
|---|---|
| "This call was not recorded." | Recording was off for that extension, queue or number. See Extensions. |
| "The recording could not be loaded." | Try again; if it stays, the storage may be unavailable. Tell your administrator. |
| Recording removed | It passed its retention period. Calls on legal hold are never removed. |
| A call is missing | Widen the date range and clear filters. |