Searching Call Detail Records
Call Detail Records (CDRs) list every call on your phone system: who called, who they reached, when, how long the call lasted, and how it ended. Use the filters at the top of the page to narrow the list, then click Search. Click Reset to clear the filters.
The most useful filters
- Direction: Inbound for calls you received, Outbound for calls your team made, Local for calls between extensions.
- Start Range: The date and time range to search. Set both From and To.
- Status: How the call ended (see below).
- Extension: Only calls to or from one extension.
- Caller ID: Search by the caller's name or number.
- Caller Destination: The phone number that was dialed. To find calls to your business, put your number here.
- Destination: Where the phone system sent the call, such as an extension (202) or ring group (0101). For calls your team made, this is the number they called.
- Call Center Queue, Ring Group and IVR Menu: Only calls that went through that queue, group or menu.
- Duration and Wait: Find calls longer or shorter than a number of seconds. For example, a minimum duration of 60 finds calls that lasted at least a minute.
- Recording: Only calls that were recorded.
Call status
- Answered: The call was connected and someone answered.
- No Answer: No one answered before the call timed out.
- Busy: The line was busy, so the call did not connect.
- Missed: No one answered and the call did not go to voicemail or anywhere else.
- Voicemail: The call went to voicemail.
- Cancelled: The caller hung up before the call was answered.
- Failed: The call could not be completed, for example because of an invalid number or a network problem.
Searching by phone number
Put a star (*) on each side of the number
Numbers are saved with their country code, so a search for 7183071999 finds nothing when the record says 17183071999. Put a star on each side, like *7183071999*, and it finds the number with or without a country code. The star means "anything can go here, or nothing."
You type | It finds |
|---|---|
*3071999* | Any number containing 3071999, with or without a country code |
*718* | Every number that contains 718 anywhere in it |
17183071999 | Only that exact number, typed in full |
3071999 | Usually nothing, because the saved number has more digits |
Stars work in the Caller ID, Caller Destination and Destination fields.
Example: calls from a number
Type the number in the Caller ID number box to see every call from it.
Example: calls to your business number
Type your number in Caller Destination, not Destination. Caller Destination is the number the customer dialed; Destination is the extension or ring group the call went to.
Example: calls your team made to a number
For outgoing calls, type the number your team called in Destination.
