Purpose and location
Search logical call sessions, expand endpoint flow and download signaling diagnostics.
Open Insights → Calls & Reports. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Start with the narrowest tenant, participant and time range. Access to call evidence may expose personal data and must follow the assigned role and retention policy.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Filter by date and exact time, number, direction or result.
- Expand the logical call before inspecting channel legs.
- Follow module-to-module flow.
- Download transcript or licensed PCAP only when needed.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Time range
- Inclusive local date and hour/minute range.
- Logical call
- Deduplicated conversation grouping all related channel legs.
- Flow
- Typed path through DID, IVR, condition, group, queue, extension, voicemail or forwarding.
- SIP/SDP transcript
- Collapsed text diagnostics with sensitive values masked.
- PCAP
- Optional captured signaling/media evidence with retention policy.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Find a known call by exact time and participant and confirm it appears as one logical call.
- Compare the visual flow with the configured destinations and final hangup cause.
- Download the redacted text diagnostic before requesting packet capture.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- PCAP can contain phone numbers, authentication-related headers and recoverable unencrypted audio; restrict and expire access.
- Use the logical call as the primary record; channel legs are implementation detail.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.