Call History

The Call History tab shows a detailed log of all your inbound and outbound calls. You can search, filter, play recordings, and view AI-generated transcripts of your conversations.

Viewing Your Calls

The call history table displays the following information for each call:

Column	Description
Date/Time	When the call occurred
Direction	An arrow icon indicating inbound or outbound. The log shows both the calls you receive and the calls you place — outbound external calls and calls to other extensions all appear, each tagged with the correct direction from your point of view. Inbound phone calls are labeled Incoming with the number that was dialed, even when they arrive through Cloudspire’s edge network.
Caller / Callee	The other party's phone number or extension. Whenever possible, the platform shows a human-readable name instead — pulled from an extension name, one of your phonebooks, or an automatic caller-name lookup. Numbers are formatted for easy reading.
Route	A breadcrumb showing every step the call took. Common step types include hunt group, queue, auto-attendant (IVR) menu, extension, voicemail, parking slot, conference, AI agent, transfer, parked-call retrieve, fax receive, pickup, time/day-of-week condition, dial-by-name directory, outbound trunk, externally-forwarded number, spam-screening, and Cellular Callback bridge. Each step shows its real name (for example Front Desk, Support Queue) rather than an ID number. For answered calls, the step that actually answered is highlighted and labeled Answered by. If a row arrived from before the new pipeline, you may see a fallback label instead of a name — the data is preserved and the call still played correctly; only the breadcrumb display is degraded.
Duration	The talk time (billable seconds) of the call
Status	The call outcome: Answered, No Answer, Busy, Failed, or Unroutable (no matching route / destination unreachable). Feature-code invocations (voicemail retrieval, call parking, pickup, fax receive) are labeled with the specific action rather than a generic status.
Actions	Play recording and/or view transcript buttons (when available). See below for how the recording countdown works.

Cells that wrap to multiple lines are truncated with an ellipsis and reveal the full value in a tooltip on hover, so the grid always stays one row per call.

Diagnostic test calls are hidden. The audio self-test codes — echo test *600 and music-on-hold test *601 — do not appear in your call history, so running a quick check no longer clutters the log. Real feature actions (voicemail, parking, pickup, and the like) still appear with a descriptive label. Softphone calls that previously showed up as a blank row now display the call destination so every entry is identifiable.

Filtering Calls

Use the filter bar above the call list to narrow your results:

Date range — Set start and end dates to view calls from a specific period. Defaults to the last 30 days.
Status — Filter by call outcome (Answered, No Answer, Busy, Failed, or All).
Search — Enter a phone number or extension to search for calls involving that number.
Has Recording — Check this box to show only calls that have a recording available.
Has Transcript — Check this box to show only calls with an AI transcript.

Click Search to apply your filters. The results are paginated — use the page navigation at the bottom to browse through your call history.

Playing Recordings

If a call has a recording available, a play button appears in the Actions column. Click it to:

Expand an inline audio player directly below the call record
The recording streams and plays automatically
Use the player controls to pause, scrub, or adjust volume
Click the play button again to close the player

Recordings are available for calls where recording was enabled by your administrator. Only answered calls with talk time will have recordings.

Recording Countdown (Pending)

Call recordings take a minute or two to finish uploading to cloud storage after a call ends. For that short window, the Actions column shows a clock icon with a live countdown in place of the play button — for example, Recording available in 4m 12s. The countdown updates every second, and the play button replaces it automatically once the recording is ready — no page refresh needed. If a call ends with no talk time (the caller hung up before answer), no recording is created and no countdown is shown.

Hops Detail

Click any call row to expand a Hops detail panel that shows every step the call took — the phone number it arrived on, each queue, hunt group, or auto-attendant menu it passed through (with real names), the person or AI agent that answered, and any parking, pickup, or feature-code events along the way. This is the easiest way to see why a call ended up where it did.

AI Transcripts

Calls with AI transcription enabled display a transcript icon in the Actions column. If the call has a transcript available:

Click the transcript icon to open the transcript viewer
The viewer shows an AI Summary at the top (a brief overview of the conversation)
Below the summary is the full transcript of the call
Click Close or press Escape to dismiss the viewer

AI summaries also appear as a small preview below the call number in the call list, giving you a quick overview without opening the full transcript.

Pagination

Call history is displayed 50 records per page. Use the page numbers at the bottom of the list to navigate. The current page is highlighted, and the total number of matching records is shown.