Reading a Call Record
Each row on the Call Detail Records page is one call. Here is what each column tells you.
Columns
Column | What it means |
|---|---|
Arrow icon | The direction of the call: blue for incoming, green for outgoing. A red arrow means the call was not answered. |
Extension | The extension that made or took the call. On an unanswered row, it is the extension that rang. |
Caller Name | The caller ID name. |
Caller Number | The number the call came from. |
Caller Destination | The phone number the caller dialed, such as your main number. |
Destination | Where the phone system sent the call, such as an extension (202) or ring group (0101). For outgoing calls, the number your team called. |
Recording | Play or download the recording, if the call was recorded. |
Date / Time | When the call started. |
Codecs | The audio format used. You don't need to check this unless support asks you to. |
Wait | How long the caller waited before the call was answered. |
PDD | Post-dial delay: the seconds between dialing and hearing it ring. Lower is better. |
MOS | Call quality score from 1 to 5. 4 or higher is good; below 3.5 the caller may have heard choppy or unclear audio. |
Duration | How long the call lasted. |
Status | How the call ended, such as Answered, Missed, Voicemail or Cancelled. |
One call, several rows
When a call rings more than one phone, each phone it tried gets its own row with the same caller and time. For example, a call that rings extension 202 with No Answer and is then answered by 201 shows as two rows. Count them as one call. See How Many Calls Did We Get Today?
Buttons at the top of the page
- Missed Calls: Shows only the calls that were not answered.
- Export: Downloads the calls you are looking at, so you can open them in Excel or Google Sheets.
- Statistics: Shows call totals and charts.
- Refresh: Loads any new calls.
- Advanced: Shows more search filters.
Playing a recording
If a call was recorded, click the play button in the Recording column to listen, or the download button to save it. Use the Recording filter to show only recorded calls. See Finding a Call Recording.
Reporting a bad call
If a caller says they couldn't hear well, find the call and check the MOS column. When you contact us at 718-307-1999 or [email protected], include the date, time and number so we can look it up.