Call Details
Call Details lists every call on your account: who called, the number they dialled, where the call ended, who answered and how the call finished. Open a call to see its full journey or download the list as a CSV file.
Open Call Details
Navigate: Reporting > Call Details
Step 1: Sign in to the Hosted PBX portal.
Step 2: Select Reporting, then Call Details.
Step 3: Choose 7 days, 30 days or a custom date range. Select Filters if you want to narrow the list.
See Report filters for every available option.
What each column shows
7 of 7 rows
| Date / time | When the call started, in your account's time zone. |
| Icon | Whether the call was inbound, outbound or internal. |
| From | The caller's number. For calls your team made, this shows the extension and its name. |
| To | The number dialled. Below it is where the call ended, such as a queue, ring group, menu, voicemail, extension or outside number. For outbound calls, this shows the number called. |
| Agent | Who the caller last spoke to. When the call was passed on, a grey "via" line shows who answered first. |
| Duration | How long the call lasted. |
| Status | How the call went. See the status explanations below. |
Understand the call status
- Answered: Someone picked up.
- Missed: Nobody picked up.
- Voicemail: Nobody picked up; the call went to voicemail.
- Abandoned: The caller hung up while waiting in a queue.
- Failed: An outbound call that did not connect.
- Two badges: For example, Answered → Abandoned means the call was answered, then passed on and the caller hung up before anyone else picked up. These calls appear under both the Answered and Abandoned filters.
Hover over the i icon next to Status to see this explanation on screen.
See a call's journey
Step 1: Select View on a call.
Step 2: Review the call details that open below its row:
- Call journey: Every step in order, with times. This includes the menu and how long the caller spent there, any keys pressed and each ring group or queue. For each person it rang, it shows whether they picked up or did not answer. It also shows who answered and for how long, followed by how the call ended.
- Summary: Status, start time, duration, direction, from, to, call quality and call ID.
- Carrier side: The outside line the call used, when it was answered, when it ended and its quality.
- If the call was recorded, you can play the recording here.
Search for a call
Step 1: Type a phone number into the search box. To find a call by its ID, type
id: followed by the call ID instead.Step 2: Press Enter.
Download the list (CSV)
Step 1: Select Download CDR.
The file contains every call that matches your current filters, with these columns:
14 of 14 rows
| Date / time | When the call started. |
| Direction | Inbound, Outbound or Internal. |
| From | The caller's number. |
| To (number dialled) | The number the caller dialled. |
| Ended at | Where the call finished: a queue, ring group, menu, voicemail, extension or outside number. |
| First agent | Who answered first. |
| Final agent | Who the caller ended up with: an extension or an outside number, such as a mobile the call was forwarded to. |
| Duration (seconds) | The call's length in whole seconds. |
| Status | As shown on screen. |
| Final status | How an answered call finished after it was passed on: Answered, Abandoned, Voicemail or Missed. |
| Category | The call category chosen after the call, if your team uses call categories. |
| Recording | Whether the call was recorded. |
| Call ID | The call's unique ID. |
| Call path | Every step in order, for example: Menu: Main Menu (Open) (pressed 1) > Queue: Sales > Agent: 320 Sam Hughes. |
Warning: If you import this file into another system, it has 14 columns and Duration is in seconds. For example,2:05shows as125. Make sure your import matches columns by name, not by position.
In the call path, rings nobody answered are left out. Keys only show where they were pressed in a menu.
Good to know
- Extension logins see their own calls. An extension given access to Call Details (shown as CDR in Portal Access) sees every call on the account.
- From Call Queue, select Call Report on a queue to open Call Details filtered to that queue.
- Older calls, recorded before your phone system was upgraded, show queues and menus by number because names and key presses were not recorded for them.