02/15/18 20:24 PM  

Call Log Overview

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SummaryHow do I view Call Logs on my RingCentral Online account? How do I filter Call Log data? How can I interpret the data on Call Logs? How do I download Call Logs? How can I set Call Logs to be delivered to my email address on a scheduled basis?
Details
The Call Log displays a complete record of incoming and outgoing calls, as well as faxes for the company number and specified extensions. Select the time period, type of call (inbound or outbound), blocked calls or recorded calls. Save reports for analysis or have the call log delivered to an email address on a daily, weekly, monthly, or on specified days.

Logs are stored in your RingCentral Online account for 1 year or until you delete them. For more information, check Message Storage and Account Data Retention.

IMPORTANT: Call log shows raw data of all the incoming and outgoing calls and faxes made by the entire account; Reports display a graphical analysis of the account's usage statistics for the past 24 hours; while Live Reports provide graphical representations of usage statistics close to real-time.

NOTE: You may disable the Call Log feature by customizing the User Roles and Permissions and assigning the Role to your specified Users. See User Roles and Permissions to learn more.


Features and Benefits

 Aids in forecasting costs and tracking productivity.
 Quickly search and sort call logs.
 Provides flexible formats and easy access.

 


Basic Call Log Functions


Other Call Log Features

Call Log Delivery (automatically receive Call Log reports on your Email)
 

Viewing your Call Log


The Call Log has 2 views, the Simple View and the Detailed View

Follow the steps below to learn more:


Step 1: 

 

Step 2: 

Simple View


This view displays a summary of your Call Log with the following information: 
 
Simple View

 
TypeThis indicated whether the log is a Phone call or Fax Message. It also shows the Direction of the Call (Inbound or Outbound).
Incoming FromShows the originating Phone Number.
Outgoing ToDisplays the dialed phone number.
Date/Time of Call Displays when and what time the call was made.
ActionIndicates the type of action performed.
ResultShows the end result for the log.
LengthThis reflects the duration of time when the Caller is connected to the RingCentral system and not the duration of the call after it was answered. The length of time will still display even if the call was not answered.
 

Detailed View


This offers a more detailed view of your Call Log and provides the following additional information on top of the single view:
 
Detailed View


You may click Expand All to display the detailed information of all the Call Logs. Click Collapse All to collapse the Call Log view.

Expand All button

Expanded View


Click Expand icon to expand the details per Call Log.

Expanded per call log

 
TypeThis indicated whether the log is a Phone call or Fax Message. It also shows the Direction of the Call (Inbound or Outbound).
Incoming FromShows the phone number where the phone call or fax message came from.
Outgoing ToDisplays the dialed phone number.
Date/Time of Call Displays when and what time the call was made.
ActionIndicates the type of action performed.
ResultShows the end result for the log.
LengthThis reflects the duration of time when the Caller is connected to the RingCentral system and not the duration of the call after it was answered. The length of time will still display even if the call was not answered.
Included This is the cost per minute used included in your RingCentral Plan.
PurchasedThis is the cost per minute used that is not included in your RingCentral Plan, e.g. International Calls.
 

Filtering Call Log


RingCentral has 2 filtering options that allow RingCentral Users to search for specific calls, faxes or phone number:
 

Regular Filtering Options: 


Date Filter:


You can filter calls or faxes based on dates using the preset ranges (Today, Yesterday, Last 7 days, Last 30 days or Last 60 days). You can also use a specific date range. 

Date Filter

  

Phone Number or Contacts: 


You can filter using a specific phone number or contact. Enter the phone number in the field, or click Contacts to search your contact list.

Phone Number Filter
 

Advanced Filtering Options: 


You can use the following options to narrow down your search.

 

Type of Call:


You can filter based on Type of call (Voice, Faxes or VoIP). Tick the appropriate box for the call type you are searching for. 
 
Type of Call filter

 

Call Direction: 


You can filter for either Inbound or Outbound calls by ticking the corresponding box. 
 
Call Direction Filter

 

Extension


Group managers and Users with Administrative access can filter and view the Call Log of all extensions or a particular extension.

Select Specific Extension filter

 
IMPORTANT: Group managers can only view the Call Log of Users who are members of his User group.

Tick the option for either All Extensions or Selected Extension.

select extension to use
 

Select a User whose Call Log needs to be viewed. Click Done.
 
Tick User and Click Done

 

Additional Options:


Filter Call Log to show either Blocked Calls or Recorded Calls. 

Advanced options
 

Interpreting your Call Log


The Call Log is comprised of several columns, depending on your view (Simple or Detailed). The Type, Action, and Result columns 

The Type column contains icons that indicate the different Voice or Fax activities:
 
IconType
User-added imageIncoming Call
User-added imageIncoming Fax
User-added imageOutgoing Call
User-added imageOutgoing Fax
User-added imageMissed Call


The following Actions can be interpreted as follows:
 
ActionDefinition
Phone CallIncoming call to your phone number or extension.
VoIP CallOutgoing call from your RingCentral Phone for Mobile, RingCentral Phone and IP Phone provisioned with RingCentral.
Incoming FaxIncoming fax to your phone number or extension.
FindMeForward attempts to your RingCentral Forwarding Number.
TransferOutgoing call to another extension within the account (transfer call from one extension to another).
RingOut WebOutgoing call using the RingOut feature from your RingCentral Online Account.
RingOut PCOutgoing call using the RingOut feature on the RingCentral Phone.
RingOut MobileOutgoing call using the RingOut feature on the RingCentral Phone for Mobile.
Phone LoginA log in to your RingCentral account via phone via RingCentral Interactive Voice Response.
Calling CardOutgoing call using the RingCentral Virtual Calling Card feature.


The Result column can be interpreted as follows:
 
ResultDefinition
AcceptedThe incoming call was accepted by the extension it rang or was forwarded to.
BusyThe extension that is being attempted to ring was busy. This means the user is on Do Not Disturb.
Call ConnectedThis shows an outbound call was connected to the dialed number. This happens after the status "Accepted" on an incoming call and indicates which phone in a sequence of phones took the call.
Hang UpThis means the inbound caller hung up before being successfully connected.
In ProgressThis is an inbound or outbound call that is occurring at the moment while viewing the logs.
(Keep in mind that call logs do not refresh automatically on your web browser. If a call is ended while viewing the logs the logs may still state that the call is “In Progress” until refreshed.)
IP Phone OfflineThe softphone or desk phone the Extension attempted to ring is offline or not connected to the RingCentral servers.
MissedThe call rang the extension and no device under that extension answered the call.
No AnswerThis applies to individual IP devices that rang but did not answer.
StoppedThis is found under a call queue or sequence of phones in a user extension. It indicates that these phones stopped ringing because the call was answered on another device.
VoicemailThe inbound call rang to or was sent directly to voicemail.
International DisabledThis was an attempted international call that was blocked due to lack of permissions on the account level.
RejectedThe inbound call was either sent directly to voicemail or blocked.
Wrong NumberAn Internal extension dialed an outside number that does not exist or is no longer in service.


Here are some examples that illustrate how the Call Log can be interpreted.


Example: Call Log for Call Queue


We have 2 calls for the example below: 

Sample Call:

We received an incoming call from (650) 425-9999, and the caller dialed our number (650) 340-1111. We have 1 agent answering phone calls, Jane Austen.

sample call

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Enabling Call Log Delivery 


Administrators, Users with administrative access, and Group managers can enable Call Log Delivery using the RingCentral Online account. This feature helps you set up Call Log reports to be sent directly to your email on a schedule — Daily, Weekly, or Monthly, or on a date you specify.

Follow the steps below to enable this feature.


Step 1: 


Click Delivery Settings.

Delivery Settings
 

Step 2: 


Select the Email delivery schedule, then the type of Log that you wish to receive.

Enter the Email Address where the Call Log report needs to be delivered.

Click Save.

Call Log Delivery Settings
 

Disabling Call Log Delivery


Call Log delivery can be disabled by following the steps below:


Step 1:

 


Step 2:


Click Call Log.

Call Logs Tab
 

Step 3:


Click Delivery Settings.

click Delivery Settings
 

Step 4:


Uncheck all boxes on Email delivery schedule.

Delete the email address.

Click Save.

NOTE: If you are an Administrator, proceed to Step 6.
 
Make sure to Disable Email Delivery
 

Step 5:


Hover over Admin Portal, then click My Extension.

Admin - My Extension
 

Step 6:


Click Call Log.

User - Call Log

Step 7:


Repeat Steps 3 to 4.
 

Downloading Call Log and Recorded Calls


You can download the Call Log in .xls format and the recorded calls in mp3 format from the Call Log page. The downloaded file will only contain the details of the filter you have selected.

Downloading the Call Log and recorded calls may take some time and may possibly time out. The Background Call Log feature makes it possible to avoid your downloads from timing out and lets you work in the background or switch to another page on your RingCentral Online account.

IMPORTANT: Call Support or your Account Manager to have this feature enabled.

Follow the steps below to learn how you can download your Call Log.


Step 1: 


Click the Type of View — Simple or Detailed.

Select Call Log View


Step 2: 


Filter the information that you wish to include in the Call Log Report.

Go to the Filtering Call Log section for detailed instructions.


Step 3: 


Click Download.
 
Download Call Logs


Step 4: 


Call Log (xls) is selected by default. 

Select what needs to be downloaded: Call Log or Recorded Calls or both (check both Call Log and Recorded Calls).

If you select Recorded Calls (mp3), all call recordings will be downloaded.

Click Download to save the file on your computer. 

Download Call Log

NOTE: If Background Call Log feature is disabled, you will not be able to exit from the current window until the download gets completed. If the Backlog Call Log feature is enabled, a pop-up window will advise that your download has started and may take a while depending on the size of the file and internet connection. Click OK to close it.

User-added image
 
 
Select by checking the box next to the log that needs to be deleted, then click Delete.
 
Select Call Log to Delete

 
 
Click Delete All. This deletes Everything in your Call Log.
 
Delete all Call Logs
 
NOTE: A pop-up window will appear and ask if you want to proceed. Click Yes.
 
Confirm Delete

Blocking a Contact through Call Log


To add a phone number to your Blocked List, check the box next to the Phone Number, and then click Block. Once blocked, the number will no longer be able to call you, or send you a fax.

select Number to Block

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Adding a Contact through Call Log


Click the information under Name to add it to your contacts list.

Add Contact through Call Log

The Add New Contact window appears where you can enter the contact's details. Click More, to show additional fields.

Click Save.

Add Contact Details

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See Also

User Roles and Permissions
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