Call history & logs

The Call History page in Live Hub provides a comprehensive view of all past calls and allows users to both browse the full call history and deep dive into specific calls.

You can do the following:

View call history

To view your call history:

  1. In the Navigation pane, select Call history; the Call history page appears.

  1. Use the search box to find specific calls. (up to a period of 3 days)

  2. Click Date & Time to view calls in a specific time period; a calendar appears.

    1. Select the date and time period of the calls you want to view. You can choose any one of the following:

      • 24 hours

      • 7 days

      • 30 days

      • Custom

    1. You can also select a specific time range. After you have selected the specific date and time period, click Apply.

  1. Click Filters to filter your search for call records containing specific values.

    If no filters have been enabled, call history records appear in 'Setup Time' sequence.

    1. From the 'Columns' drop-down list, select the column name you want to search on.

    2. From the 'Operator' drop-down list, select the operator value.

    3. In the 'Value' field, enter the value you are searching for.

    4. Click Add filter to apply more filters.

Customize table display

  1. On the bottom right of the page, click the table settings icon.

    1. Under 'Manage columns', select which columns you want to display in the Call history page.

    2. Under 'Density', choose how to display the call records in different formats (Compact, Standard, or Comfortable).

    3. Under 'Table view' , select which view to show: default (no stripes) or Zebra stripes.

  2. Click Refresh to refresh the page.

    Live Hub automatically deletes outdated call recordings and call transcripts.

Export call history

Download your call history for your records or analysis.

To export your call history:

  1. From the 'Export' drop-down list, select Export records to export the call records to your computer in CSV format.

    A notification appears stating the download status.

  2. Click the notifications panel to download the report.

    The file is downloaded as a .csv file (call_history.csv). The following is an example of the CSV file.

    Note: 'Setup Time', 'Connect Time' and 'End Time' columns display the UTC time.

  3. From the 'Export' drop-down list, select Export monthly records to download all calls / billing records of a specific month (regardless of Filters settings). The Columns settings is taken into account.

  4. Select the month and year, and then click Export to download the file (CSV).

Analyze calls at a glance

Dive into comprehensive details for each call. Zoom in to analyze various aspects, including call information like start time, termination, and duration. Identify participants, whether a caller's number, a bot, or a SIP call, and the callee. Access call recordings and playback. Additionally, review call transcripts, quality metrics, and full call details.

Select a call to view all its information.

The information pane displays the following sections: 

Call Summary

See the call participants, such as Caller and Callee, including a visual of voice quality, for instance, Good Voice Quality.

Click the ellipses button to view the various actions that can be performed.

Select one of the options: Download call details, Delete call details, or Search for related calls.

Live Hub supports the alternative route feature where records with the same SID can be transfer calls or calls which relate to alternate routing. To view these records, select Search for related call records

Call Recording

Play a saved recording of your call, get transcripts, and check voice quality of the calls.

Click the play button to play the recording or click Close to stop playing the recording.

Click the ellipses button to view the various actions that can be performed. Select one of the options: Download call recording or Delete call recording.

Call Transcript

You can view and download call transcripts. Four types of transcripts are available, if relevant:

SIP Ladder

You can view the SIP flow diagram (SIP ladder) of a selected call. The SIP ladder displays the SIP messages sent and received in calls that include SIP or Teams participants.

To view a specific SIP message (e.g., SIP 180 response), in the 'SIP Call Ladder' pane (left pane), click the SIP message line (e.g., "180") and click Open as a dialog.

The details of the clicked SIP message is displayed in the 'Message details' pane (right pane). The 'Message details' pane contains two areas - 'Message Info' which displays information such as timestamp and call direction, and 'SIP Message' which displays the actual SIP message (i.e., headers).

The SIP ladder supports calls that include Microsoft Teams and behave like regular SIP calls.

Voice Quality

View call quality, with each call displaying MOS values.

Displays the Mean Opinion Score (MOS), a numerical rating of voice quality on a scale of 1 to 5, where 1 indicates poor quality and 5 represents excellent quality. Live Hub interprets the MOS values into easy-to-understand textual terms - Good, Fair, Poor, or Unknown. Hover over the text to view a detailed diagram displaying the actual MOS values of the incoming and outgoing call quality.

Call Details

Under the Call Details tab, you can view the detailed calling information about called and calling parties, for example, features used during the call, such as Live hub recording or Voice translation.