Call Logs

Call Logs contain a detailed record of all your incoming and outgoing calls. You can manage, filter, and export a detailed list of all your calls in the Call Logs section of your Dashboard. From the Call Log, you can listen to Call Recordings and Voicemail, and find detailed information such as:

  • What option the caller selected in the Phone Menu
  • Which User answered the call
  • Who hung up the call
  • Duration of the call
  • Spam Score, and much more...

Important to Understand

  • Only Account OwnersAdministrators, and users with Call Log Permissions have access to view Call Logs. You can update Permissions in the Users section of your dashboard.
  • The Call Log includes a history of all your call activity across all Users and Phone Numbers.
  • You can automatically anonymize your call logs for compliance, by using the Data Retention tools on your Account Settings page.

Call ID

All calls are uniqely identified by a Call ID - not to be confused with the term Caller ID.

The Call ID is a long string of letters and numbers, and can be used to refer to a specific call on your account. This is especially useful when contacting Telzio's support regarding one or more calls. Providing the Call ID of a specific call not only saves time, but also prevents any confusion about which call you are referring to.

The Call ID can be found in the first column of your Call Log Overview, and at the top of the Call Details page. You will also find Call IDs on pages that relate to a specific call, such as Voicemails, Call Recordings and Faxes.


Call Log Overview

The Call Log overview page can be accessed direction from the left hand menu of the dashboard. This pages gives you a full overview of all calls made on your Telzio account, and it is updated within seconds after each call completes. 

Columns

The list of calls contains several columns with the most important information about each call. 

Call ID A unique ID to identify the call.
Call From The username or phone number of the person who made the call.
Call To The username or phone number of the receiver of the call.
Answered By Inbound calls only. Displays the username of the user who answered the incoming call.
Spam Score Inbound call only. A score from 0 to 100 for how likely the call is to be spam.
Tags One or more tags assigned to the call.
Date The date and time the call was started.
Duration The total duration of the call.
Free Minutes The number of Free Minutes used by the call.
Price The price billed towards your account balance for the call.

The list automatically adapts to your screen size, so certain columns may not be visible on smaller screens.

Searching

Right above the list of calls you'll find a search bar. Here, you can search for phone numbers, Call IDs and other details related to your calls.

The list of calls automatically filters out matches as you type in the search field.

Filter

Click on the Filter button in the top-right of the page to expand the options for filtering the list of calls. 

Direction Filters to only show either inbound or outbound calls.
Tags Filters to show calls that have been tagged with one or more tags.
Status Filters to only show calls that are either missed or marked as spam.
Numbers Filters the list to only show calls made either to or from one or more of your Telzio phone numbers.
Date Filters the list to only display calls made within a certain date range.

Call Details

Clicking on the Call ID for a call on the Call Log Overview will take you to the details for the call.

At the top of the page, you'll find a quick overview of the data logged for the call, such as which of your phone numbers the call was made to or from, the status of the call, how long it lasted and much more.

Recordings & Voicemail

If the call was recorded or if a caller left a voicemail during the call, you will find links to these items in the Audio Features section.

Spam Calls

If the call's spam score triggered an action in your spam filter, you can also see what happened under the Spam Action entry.

Call Legs

A call always consists of one or more Call Legs. See the section below for more details on this topic.

Call Events

Many things happen when you make or receive a phone call. We log this as events in chronological order for each call. 

The Events section of the Call Details page will show you a list of these events, and may help you understand important things about a call, such as which path it took through a Call Flow, which options were selected in a Phone Menu or why a user didn't receive a call when expected.


Call Legs

Phone CansThe Concept

To get a deeper understanding on how phone calls act on your phone system, it's important to learn the concept of Call Legs. 

Cans and Strings

The best way to understand this, is by imagining all phone calls as cans connected by strings. If you cut the string between two cans, the call ends.

Now, imagine that the can on the left side is someone calling you, and the can on the right side is your Telzio phone system.

When Telzio answers your incoming call, a string is connected between the caller's can and the Telzio can. We call this string the "Parent Call". This is all we need if you just want to play an annoucement to the caller or have them leave a voicemail. But if you want to connect the caller to another person, you need more cans and strings.

Connected PhonesBecause you can't move the string between the caller's can and Telzio's can, you need to establish a new string between Telzio's can and the user you want to connect the incoming call to. So when we start dialing your users to connect the call, each string we connect between the user's cans and Telzio's can in the middle, are considered "Child Calls".

When a user answers a child call, Telzio becomes the man in the middle, and relays the sounds between the two calls.

Many Call Legs

If you were to use a Queue or Forward action in a call flow, there could potentially be dozens of Child Calls listed under the Parent Call. But only one of them would be answered. This is indicated by a blue dot and line.

Call Legs

Inbound and Outbound Calls

Both inbound and outbound can consit of more than one call leg. For inbound calls, you typically see a child leg for each attempt to ring one of your users.

For outbound calls you will see a single child call. This is because the initial call you make from your phone only establishes a line between your phone and Telzio. The child call is the line established from Telzio to the person you are trying to call. This is because, we need the call to go through Telzio's servers to allow for things like call recording, which is done in the middle by Telzio.

Transferring and Forwarding to External Numbers

When you transfer or forward a call to a number outside of your phone system, Telzio establishes a new line from Telzio to the number you are forwarding to.

This is because an already established line can not be changed to connect to another "can". So we have to establish a new child call and then connect the original call with the new child call. 

This also means that the orignal call will stay open for the entire duration of the call - even after it's transferred or forwarded. This can increase the cost of the call.

Example

If a call comes in to your Telzio phone system, and you forward it to an external number, the initial line between the caller and Telzio will stay open for the duration of the entire call.

Telzio then creates a new outbound call from Telzio to the number you are fowarding to. This is logged as a child call of the original incoming call.

When the child call is answered, Telzio acts as the man in the middle and relays the audio between the two call legs. 

Since both of your call legs are communicating with outside numbers (your incoming call from the caller + the child call you made to the external number you forward to), you are now being charged for two calls for the remainder of the call. 


Downloading Call Logs

You can download the Call Log by clicking on Download call logs in excel format at the bottom of the Call Log Overview page.

The downloaded file will include all calls from the log, but filtered with the filters you choose at the top of the Call Log Overview page.

The downloaded file includes both Parent Calls and Child Calls. Child Calls are indicated by having the Call ID of Parent Call listed in the second column of the spreadsheet (Parent Call ID). You can filter the list to show only Parent Calls, by removing rows that have a value in the Parent Call ID column. The rows without any value in the second column, are the Parent Calls.