Trace what happened to one call

Read a call record's badges, timeline, related legs, and screening decision to explain how the call ended.

When someone reports that a call went wrong, the call’s own record is the evidence. Read it before changing any setting: the badges say how the call ended, the timeline says what the phone system did along the way, and the related legs say where the call went next. Once the record shows which step disagreed with your intent, Troubleshoot an incoming call covers the configuration review.

Prerequisites

• The caller’s number or the Call SID, and roughly when the call happened.
• The intended phone system selected in the header.
• Access to Call Log for that phone system.

Open the record

1. Open Records > Call Log and set a time range that contains the call.
2. Search by phone number or Call SID.
3. Leave the view on Per call so transfer legs stay grouped under one row, or switch to Per leg when you need each segment listed separately.
4. Select the row to open Call Details.

Read the header badges

The top of the drawer shows the caller and the number dialed, then a status badge, an outcome badge, the start time, and the duration. An Emergency badge appears on emergency calls.

Status describes how the call terminated on the carrier side — commonly completed, no-answer, busy, canceled, or failed. Outcome describes what your phone system did with it. They are separate fields and both matter: an abandoned call and a blocked call both terminate as canceled, and only the outcome tells them apart.

The badge prints the stored value as-is rather than translating it, so a value outside this list can appear. The Outcome filter on the Call Log list offers a shorter set of choices and matches the stored value exactly, so treat it as a coarse narrowing tool and read the badge on the record itself for the authoritative answer.

Read the timeline

Timeline lists the events captured for that call in order, each with a time, a short description, and any recorded detail values. This is where a call’s path becomes visible.

An event whose type has no friendly label is shown with its raw name tidied up, so an unfamiliar row is still readable. No events recorded for this call means the call produced no timeline entries — treat that as missing evidence, not as proof that nothing happened.

Compare the timeline against what you expected. The first event that disagrees with your intent is the step to investigate; everything after it is a consequence.

Follow a call across its legs

One record covers one visit of a call to one phone system. A call that transfers, parks, or moves between phone systems produces several records rather than one long record.

• Overview shows Call SID and, when the record is a child of another leg, Parent Call SID.
• When the record is part of a transfer, Related Transfer Legs lists each leg with a Parent or Child marker, its direction, outcome, duration, and start time. The leg you opened is highlighted.
• No related legs. means this record has no sibling legs to show, even though the outcome or the parent reference suggested a transfer.

Read the legs in time order to see where the conversation actually went — the leg that answered is often not the leg the caller dialed.

Check who handled the call

Handled By on the Overview tab reports the person identified during analysis, with a confidence percentage when one is known. Two empty states mean different things:

• Unknown — the call was analyzed for a handler and no one could be identified.
• N/A — the call was never analyzed for a handler.

Do not read either value as “nobody answered”. Use the outcome and the timeline for that.

Check whether screening changed the call

Inbound calls have a Screening tab. It shows the decision recorded for that call — the disposition, the screening mode in force, a risk band, and a combined score when one was calculated — followed by the signals that produced it. What each signal means and how the decision is assembled is explained in Screen and block spam callers.

No screening decision was recorded for this call. means screening did not act on the call, so screening is not the explanation for the outcome.

If the signals are wrong for a caller you know, use Mark as spam or Mark as trusted on the same tab. Those actions need permission to change phone-system settings; without it the tab explains that and still shows the breakdown.

Expected result

You can state, in one sentence, which step changed the call’s path — a schedule period, a destination that did not answer, a transfer, a menu selection, or a screening decision — and you have the Call SID and timestamp that prove it.

Troubleshooting

• The outcome is blocked: Screening ended the call. Review the breakdown and, if the caller is legitimate, mark the caller as trusted.
• The outcome is abandoned with a short duration: The caller hung up while it was still ringing. Look at how long the destination rang before the caller left.
• The timeline stops after Business Hours Check: The schedule chose a period whose incoming action did not lead anywhere you expected. Continue with the incoming-call configuration review.
• The timeline shows Dial Started with no Dial Answered: The destination was rung and did not pick up. Check the destination’s active members and its no-answer action.
• An Error event appears: Note its description, detail values, and time, and include them when you contact support.
• The record shows a transfer but no related legs: Switch the list to Per leg and search the same time window again; the other leg may be recorded separately.
• No record matches the caller: Recheck the active phone system, the time range, and the number format, and confirm whether you are looking at a complete call or a single leg.

When you need help, give support the phone-system name, the Call SID, the call’s start time, the number dialed, and what you expected to happen. Do not include voicemail PINs, provisioning links, access tokens, or recording and transcript contents.

Related guidance

• Troubleshoot an incoming call.
• Use call history and insights.
• Review call recordings, transcripts, and AI analysis.
• Configure business hours and incoming call routing.