Call Logs
The Call Logs page gives you a complete, searchable record of every call through your Voice phone system.
Accessing Call Logs
Go to Calls in the left navigation. The table shows all calls for your organization in reverse-chronological order.
Table Columns
| Column | Description |
|---|---|
| Date/Time | When the call started |
| Direction | Inbound ↓ or Outbound ↑ |
| From | Caller ID of the originating party |
| To | Dialed number or extension |
| Extension | Agent's extension that handled the call |
| Duration | Total call length (hh:mm:ss) |
| Status | answered, missed, voicemail, busy, no-answer |
| Recording | Playback icon if a recording exists |
| Recap | AI icon if a recap was generated |
Filtering
By Date
Click the date picker to select a custom range, or use the quick-select buttons: Today, Yesterday, Last 7 Days, Last 30 Days, This Month.
By Agent/Extension
Use the Extension dropdown to filter to calls handled by a specific team member.
By Direction
Toggle Inbound / Outbound / Both using the direction filter buttons.
By Status
Filter to missed calls only, answered calls only, or voicemail calls using the Status dropdown. Missed call filtering is useful for callbacks.
By Number
Use the search bar to filter by phone number (full or partial E.164 format) or by contact name.
Viewing a Call Record
Click any row to expand the detail view:
- Full call metadata — start time, connect time, end time, duration, hangup cause
- Recording player — if a recording exists, an inline player appears
- Transcript — if AI transcription is available, shows the full speaker-labeled transcript
- Recap — if an AI recap was generated, shows summary, sentiment, topics, and action items
- Screen pop data — contact info, PSA ticket context, VIP flag if applicable
Exporting Call Logs
Click Export CSV to download the filtered call log as a spreadsheet. The export includes all visible columns plus additional metadata fields (call ID, SIP call ID, Telnyx call ID, disposition).
Exports respect the current filter — e.g., if you've filtered to missed calls in the last 30 days, only those calls are exported.
PSA and CRM Integration
When the PSA or CRM integration is configured:
- Inbound calls from known contacts appear in the PSA contact's call history timeline
- Missed calls from PSA contacts can optionally auto-create a follow-up ticket
- Click-to-call from PSA contact records populates the From field in the call log with the PSA contact name
The call log in Voice and the call timeline in PSA stay in sync — changes to call disposition in Voice appear in PSA within seconds via the event bus.
Call Log Retention
Call log records (metadata) are retained indefinitely by default. The per-org data retention settings (Settings → Recording) control recording and transcript retention, but the call metadata record (date, duration, status) is always kept.