Call log (CDR)
The call log (CDR) is the shared history of every call on the portal. A manager and an operator use it for control: which calls happened, what went unanswered, how long conversations lasted, and when they took place.
The log is available to users with access to telephony. Setting up telephony is covered in Telephony.
What the log shows
Each row of the log is one call. The table shows:
| Column | What it shows |
|---|---|
| Direction | incoming, outgoing, or internal call. |
| Caller | the number of the calling party. |
| Callee | the number of the called party. |
| Status | the call state: ringing, answered, completed, missed, or failed. |
| Duration | the length of the conversation in the hours:minutes:seconds format. |
| Date | the date and time the call started, in your locale format. |
Missed and failed calls
Missed and failed calls are highlighted separately in the log — as an alert status, not plain text. This helps you quickly find calls that went unanswered or didn't connect because of a link problem.
For a manager this is the first control signal: a missed client call is a potentially lost inquiry. Handle such calls separately, instead of scrolling through the whole list one row after another.
Where to listen to the recording
The call log shows a list of calls but does not play the recording of a conversation inside the table. The recording is available in the chat of the deal the call belongs to and in its activity timeline — from there you can play it back and download it. More detail is in Operator calls from CRM.
How to read the log
The log shows calls in pages of a few dozen records, with forward and back navigation. For review it is convenient to move from recent calls to older ones and to focus first on missed and failed ones.
If the log is temporarily unavailable or shows an access error, this is usually a matter of rights or a temporary service outage — check with the administrator rather than assuming there were no calls.
Good practices
- Handle missed and failed calls first — these are potentially lost clients.
- Cross-check important calls against the deal: open the deal to see the context and, if needed, listen to the recording.
- Use the log as a source of control, not as a replacement for working in deals: the decision is still recorded in the client card.
Common mistakes
- Looking for the recording of a conversation in the log instead of the deal chat.
- Scrolling through the whole list instead of going straight to missed and failed calls.
- Treating an empty or unavailable log as proof that there were no calls, when it may be about access rights.