Call Detail Records Report
Updated
The Call Detail Records (CDR) report provides detailed information about individual voice interactions. Unlike the Voice Insights dashboards, which focus on aggregated metrics and trends, the CDR dashboard supports call-level analysis, troubleshooting, auditing, and operational reporting.
The Call Logs section displays the voice interactions that occurred during the selected reporting period. The dashboard is designed to simplify analysis by presenting the most relevant call details.
This report helps you do:
Review individual call records
Verify call-routing information
Investigate failed calls
Analyse call durations
Identify inbound and outbound interactions
Troubleshoot customer-reported issues
Finding and Tracing an Interaction
Use these identifiers to locate a specific interaction and correlate it with related records or systems.
Field | What It Shows | How To Use It |
Case Number | Displays the case associated with the voice interaction. | Locate a specific interaction; cross-reference call activity with case records; investigate customer issues. |
Conversation ID | Displays the unique identifier assigned to the conversation. | Uniquely identify a call; trace call activity across VoiceConnect and related systems; support troubleshooting and auditing. |
Customer Phone Number | Displays the customer number. For inbound calls, it is the originating number; for outbound calls, it is the destination number dialled. | Identify customer interactions; validate calling activity; investigate call records. |
Voice Application Number (Caller ID) | Displays the Voice Application number or Caller ID. It is the number customers dial for inbound interactions or the number shown to customers during outbound calls. | Verify caller identification; validate outbound calling configurations; confirm the number used for customer interactions. |
Verifying Routing and Call Context
Review these fields to understand how the call was routed, when it occurred, how long it lasted, and whether it was inbound or outbound.
Field | What It Shows | How to Use It |
Trunk | SIP trunk used to process the call. | Verify call routing; analyse trunk utilisation; investigate trunk-related issues; troubleshoot connectivity problems. |
Call Start Time | Date and time when the call was initiated. | Review activity by time period; investigate customer-reported incidents; correlate calls with operational events. |
Total Call Duration | Length of the interaction from call initiation until completion. | Analyse interaction lengths; identify unusually short or long calls; support operational reporting. |
Call Direction | Whether the interaction was inbound or outbound. Inbound calls are initiated by customers. Outbound calls are initiated by agents, campaigns, or automated voice workflows. | Differentiate incoming and outgoing traffic; analyse call distribution; review campaign performance. |
Investigating Call Outcomes
Use the SIP response code to understand the outcome of call processing and support failure investigation.
SIP Response Code
Displays the SIP response code returned during call processing. The code helps administrators determine whether the interaction was successfully connected or encountered an issue.
Use this field to
Investigate failed calls
Analyse call-completion status
Troubleshoot routing and connectivity problems.
Common outcomes the code may indicate
Successful call completion
Busy destinations
Unreachable endpoints
Call-routing issues
Network-related failures
Recommended Review Sequence
Step | Review Action |
Locate | Start with the Case Number, Conversation ID, or customer number to identify the interaction. |
Confirm Context | Review the Voice Application Number, Call Start Time, Total Call Duration, and Call Direction. |
Verify Routing | Check the Trunk used to process the call. |
Assess Outcome | Review the SIP Response Code to understand completion or failure conditions. |
Note: For a customer-reported issue, identify the interaction first, confirm its timing and direction, verify the trunk, and then use the SIP response code to investigate the call outcome.