Recordings & Call Logs
Search, review, and download your call history and recordings.
Call Logs provide a complete record of every call made and received through your VoiceCenter account. When call recording is enabled, you can play back and download recordings directly from the log.
Overview
The Call Logs page displays a searchable, filterable list of all calls with key details at a glance. The log updates in real time over WebSocket, so new calls appear without refreshing the page.
Call Log Fields
Each call record includes:
| Field | Description |
|---|---|
| Direction | Inbound, outbound, or internal |
| Caller | The originating number or extension |
| Destination | The number or extension that was called |
| Agent | The agent who handled the call |
| Status | Answered, missed, busy, failed, or voicemail |
| Duration | How long the call lasted (ring time + talk time) |
| Date/Time | When the call occurred |
| Cost | The rated cost of the call |
| Recording | Play/download icon if a recording is available |
Searching and Filtering
Use the filter bar to narrow down call logs:
| Filter | Options |
|---|---|
| Date Range | Select a start and end date |
| Direction | Inbound, outbound, internal, or all |
| Status | Answered, missed, busy, failed |
| Agent | Filter by specific agent or extension |
| Phone Number | Search by caller or destination number |
Use date range filters to focus on specific periods. Looking at all-time data for a busy account can return thousands of records. Narrow down first, then export if needed.
Call Details
Click any call row to expand its detail view, which includes:
- Full call timeline (ring start, answer, hold events, hangup)
- Call path (which IVR options were pressed, which queue served the call)
- Agent wrap-up notes and disposition code (if configured)
- Recording playback controls
- Cost breakdown
Recordings
Playback
When a call has a recording, click the play icon to listen directly in the browser. The built-in player supports:
- Play, pause, and seek
- Playback speed control
- Volume adjustment
Download
Click the download icon to save the recording as an audio file for offline review or archival.
Call recording must be enabled per extension or queue for recordings to be captured. See Extensions to enable recording on individual agent lines.
Real-Time Updates
The Call Logs page receives live updates over WebSocket. When a new call starts, progresses, or ends, the log updates automatically. A visual indicator shows when new entries have been added since you last scrolled.
CSV Export
Click the Export button to download the current filtered view as a CSV file. The export includes all visible columns and respects your active filters and date range.
Exported fields include: date, time, direction, caller, destination, agent, status, duration, and cost. This is useful for:
- Billing reconciliation
- Performance reporting
- Compliance and audit records
Permission Scoping
Call log visibility is scoped by role and permissions:
| Role | Sees |
|---|---|
| Agent | Only their own calls |
| Team Leader | Calls from their team members |
| Supervisor / Admin | All calls for the tenant |
Call recordings may contain sensitive information. Ensure that recording access permissions are configured appropriately for your organization and that you comply with local recording consent laws.