Accessing Call History in the Portal
- Log into the portal using your extension and domain as the username.
- Click on the Reporting tab at the far right of the home page.
- Your most recent calls will appear automatically.
- Use the Filters panel on the left side to narrow results by date range, user or department, caller number, or dialed number.
Accessing Call History in the UC App
Open the Calls tab from the left-side navigation. Recent calls are displayed in the main panel. Click any entry to view more details about that call, including the duration, time, and caller information. To clear your call history, click the Clear Call History button at the top of the list. History can be restored from the Filter menu if needed.
Calling Back from Call History
In both the portal and the UC application, you can call back a number directly from the call history list. In the portal, click the phone icon next to the entry. In the UC app, click on a call entry and select the Call Back option or click the phone icon that appears when hovering over the contact name.
Understanding What Appears in Call History
Call history in the UC application comes from the phone system, not from the local device. This means it will be consistent across all your UC app clients. However, there are some limitations to be aware of:
- A call is not recorded as missed if it was routed through a ring group or call queue and eventually answered by voicemail or an attendant, even if you personally did not answer it.
- Caller ID prefixes added by the phone system are not shown in call history because the system does not pass that information to call records.
- If call history stops updating without a page refresh, the application may have lost its event connection to the back end. Refreshing the page or signing out and back in will restore it.
Exporting Call Records
Call records can be exported from the Reporting tab in the portal. Apply the filters you need to narrow the data to the period and users you want, then use the export option to download the results as a file. This is useful for reviewing call volume, tracking staff activity, or preparing reports for management.