> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Call history and recordings > Find a call, read its timeline, play its recording, and read its transcript. The **Call History** page opens at `/call-center/call-history`. It lists the calls of the account. An administrator sees every call. An agent sees only the calls in which they took part. ![The call list with the newest call first. Each row shows the direction, the agent, the call outcome, and a play control when a recording exists.](/_fern-img/784b23fb4aad3dd1d53e7f385726b22c732b90035bb10d17b2fb7ccf617a8447.webp) ## Find a call The list shows the newest call first. Each row has these columns: **Date**, **Direction**, **From**, **To**, **Agent**, **Outcome**, **Detail**, **Duration**, and **Call ID**. An administrator also sees the **Recording** column. The **Outcome** column shows the call outcome. The **Detail** column shows the outcome detail. When **Post-call Analysis** is on, an administrator also sees the **Resolution**, **Sentiment**, and **Labels** columns. The page hides the **Labels** column by default. See [Post-call analysis](/cloud-call-center/post-call-analysis#call-history). To show, hide, or move a column, click **Columns**. To return to the default columns, click **Reset to default**. The table has pages. Choose 25, 50, or 100 rows for each page. The default is 50 rows. A call appears in the list a few seconds after it ends. To search, type a number in **Search by number** and press Enter. The search matches the number of the caller and the number of the callee. Type at least 3 digits. Click **Filter** to narrow the list. Then click **Apply**. | Filter | Options | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------- | | **Call type** | **Inbound**, **Outbound**, or **Internal**. | | **Outcome** | **Answered**, **No answer**, **Busy**, **Abandoned**, **Canceled**, **Failed**, or **Voicemail**. | | **Agent** | An extension. The list shows the calls that the agent of this extension handled. | | **Call ID** | The id of one call. The page opens the details of this call. | | **Duration (seconds)** | A minimum, a maximum, or both. | | **Resolution** | The resolution of the post-call analysis. Administrators only, when **Post-call Analysis** is on. | | **Ending sentiment** | The mood of the customer at the end of the call, from the post-call analysis. Administrators only, when **Post-call Analysis** is on. | The list opens on the calls of the **Last 7 days**. To change the period, click **Time Range**. Choose **Today**, **Last 7 days**, or **Last 30 days**. You can also type a start in **From** and an end in **To**. Click **Apply**. The system rejects a range of more than 92 days. Each active filter shows as a chip above the list. The default period of 7 days does not show a chip. Click the cross on a chip to remove the filter. Click **Clear all** to remove every filter and return to the last 7 days. Click the refresh button to load the list again. The **Call ID** column shows the id of the call. Click **Copy call ID** to copy it. The Developer API and every webhook use this id for the same call. The address of the page keeps the call that you open, so you can share the address of a call. ## Call outcomes The **Outcome** column shows the call outcome as a badge. Point at a badge to read its meaning. | Outcome | Meaning | | ------------- | --------------------------------------------------- | | **Answered** | An agent answered and spoke to the caller. | | **No answer** | The call rang and nobody answered. | | **Busy** | The line was busy. | | **Abandoned** | The caller hung up before anyone answered. | | **Canceled** | The call ended before it connected. | | **Failed** | The call could not complete for a technical reason. | | **Voicemail** | The caller left a voicemail message. | The **Detail** column shows how the call reached its outcome: | Detail | Meaning | | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------- | | **Direct** | A **Dial extension** node decided the call. | | **Queue** | An agent of a queue handled the call. | | **Ring group** | A ring group decided the call. | | **Transfer** | An agent answered the call after a transfer. | | **Queue timeout** | The caller waited until the queue timed out, or the call overflowed out of the queue. | | **No agents available** | The queue had no available agent. | | **In queue** | The caller was in a queue when the call ended. | | **In flow** | The caller was in the call flow when the call ended. | | **Blocked** | The queue refused the caller. | | **External line** | A call to an external system decided the call. | | **Outbound** | An outbound leg decided the call. | | **Handled by AI agent** | A voice agent handled the call. | | **Number unreachable** | The system could not reach a channel to the destination. | | **Line congested** | The carrier or the network was congested. | | **Agent declined**, **Agent did not answer**, **Agent unreachable** | The agent side of a call that the API placed did not connect. | A blind transfer counts as answered only when the target answers. A row can show an icon next to the badge. The label **Partial data** means that the record from the carrier has not arrived yet. The timings can still change. The label **Conflicting data** means that the call engine recorded an answer, but the queue recorded an abandon. ## Call details Click a row to open the **Call Details** drawer. The drawer shows these facts: **Call**, **Outcome**, **Started**, **Agent**, **Call ID**, and **SIP Call-ID**. 4 tiles show **Duration**, **Ring time**, **Wait time**, and **Talk time**. ![The call details drawer with the timeline of the call: the queue, the transfer, and the extension that answered.](/_fern-img/e4ac4f65207318663865ba5dffe9d68d033626e53d5182221c90ff7333a4027b.webp) ### Timeline The **Timeline** shows what the call did, in order. A card is one leg of the call. A leg is one stop of the call. The type of the leg shows above its title. The types are **Queue**, **Ring group**, **Extension**, **External line**, **Audio**, **Menu**, **Input**, **Outbound**, **Voicemail**, and **Voice agent**. A leg has a call outcome badge and the times **Wait time** and **Talk time**. It also lists the events that happened in the leg: * **Joined queue** and **Left queue** * **Connected to** an agent * **No answer from** an agent that did not pick up * **Pressed** a key in a menu, **No key pressed**, or **Pressed a key with no option** * **Transferred to** a target, **Consulted** a target, or **Transfer failed** * **Left a voicemail** * **Web request** A dashed line with the text **unaccounted** shows time that no leg covers. The total duration shows below the last event of the call. A transfer can fail. The event **Transfer failed** shows the target and the reason. ### After-call sequence If the call flow has an after-call sequence, the timeline has 2 parts. The first part is **During call**. The second part is **After call**. The **After call** part shows the events of the sequence: * **After-call sequence started** * **Paused** or **Paused until** a time, for a **Wait** node * **WhatsApp message sent** or **WhatsApp message not sent**, with the number and the reason * **Workflow started** or **Workflow did not start**, with the reason * **Web request** or **Web request failed** * **After-call sequence finished**, or **After-call sequence stopped** when the sequence could not finish See [After-call sequences](/cloud-call-center/call-flows-after-call). The **Web request** event shows the method, the host, the path, and the response status. Click **Show request and response** to see more. The drawer then shows the **Request** and the **Response**, each with **Headers** and **Body**. It also shows the time of the request in ms. The drawer cuts a body at 4 KB and shows **Truncated at 4 KB**. The drawer hides a value that comes from a sensitive variable and shows **Hidden**. Click **Copy** to copy a body. ## Recordings The **Recording** column and the **Recording** section of the drawer show the recording of a call. Only administrators see recordings. For an agent, the list has no **Recording** column and the drawer has no **Recording** section. A call that the API placed has its recording on the call like any other call. A call that a campaign placed also has its recording on the call. The system records a call only when the recording policy says so. The policy comes from the trunk, the DID, the outbound route, and the queue. See [Trunks](/cloud-call-center/settings/trunks). Click the play control in a row to open the player. The player starts to play immediately. Click the download control in a row to save the file. The drawer has its own player. It has these controls: **Play recording**, **Pause recording**, **Seek recording**, **Mute**, **Unmute**, and **Download recording**. ![The call details drawer of a recorded call, with the recording player above the timeline.](/_fern-img/9e2ce9b177d95d0218fa3f726f8a3b1387d33840ebf502ca9a98e7d794642700.webp) The audio has 2 channels. The customer is on the left channel. The agent is on the right channel. A recording is ready a short time after the call ends. Until then, the row shows **Processing**. If the system could not prepare the recording, the row shows **Unavailable**. > **Warning** > > Get legal advice before you record calls. Many countries need notice or consent from both parties. The platform records the calls that you choose. It does not play an announcement and it does not enforce a policy. To download recordings with code, use the Developer API. The `call.recording_ready` webhook tells you when a recording is ready. See [Call history and recordings](/cloud-call-center/api/call-history-and-recordings). ## Transcripts A transcript is the text of a recording. The transcript shows the customer and the agent in one dialogue, in time order. Transcription works only when **Call Transcription** is on for your account. Hams support turns on **Call Transcription** for your account. When it is on, the system makes a transcript automatically after a recording is ready. An administrator can also request a transcript. Agents cannot request a transcript. For an administrator, the drawer of a call has the tabs **Timeline** and **Breakdown**. The **Breakdown** tab shows the **Transcript**. The tab shows only when call transcription is on, or when the recording already has a transcript. The drawer also has the **Analysis** tab when **Post-call Analysis** is on, or when the call already has an analysis. See [Post-call analysis](/cloud-call-center/post-call-analysis#read-a-result). ![The Breakdown tab of the call details drawer with the transcript of a recorded call.](/_fern-img/ae6ae0be244e716c5ba39c6c0c0a51e7fbd2f926dea47e4da4313a67896d591d.webp) Each turn of a ready transcript shows the speaker, **Agent** or **Customer**, and the time in the recording. If an administrator requested the transcript, the tab shows **Requested by** and the name. The tab shows the state of the transcript: | The tab shows | Meaning and action | | --------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ | | **No recording to transcribe.** | The call has no recording. | | **Recording is still processing.** | Wait until the recording is ready. | | **No recording available.** | The recording failed. | | **Not transcribed.** | The call has no transcript. Click **Transcribe** to request one. | | **Being transcribed. Check again in a few minutes.** | The transcript is in progress. Click **Check again** to update the tab. | | **This is taking longer than expected. You can send it again.** | The transcript is stuck. Click **Transcribe** to request it again. | | The dialogue of the call | The transcript is ready. | | **The transcript could not be loaded.** | The transcript is ready, but the page could not load it. | | A message that the call is too long | The transcript failed with the reason `too_long`. The recording is longer than 15 minutes, so the system cannot transcribe it. | | **Transcription failed. Try again later.** | The transcript failed with the reason `unavailable`. Click **Retry transcription**. | | **No speech was transcribed for this call.** | The transcript has no words. | The **Recording** column of the list shows a small icon for the transcript of an administrator. A clock means that the transcript is in progress. A file means that the transcript is ready. A warning means that the transcript failed. Point at the icon to read the reason. To read a transcript with code, use the Developer API. See [Call history and recordings](/cloud-call-center/api/call-history-and-recordings). ## Related * [Dashboard and live data](/cloud-call-center/live-data) * [Reports](/cloud-call-center/reports) * [Post-call analysis](/cloud-call-center/post-call-analysis) * [After-call sequences](/cloud-call-center/call-flows-after-call) * [Trunks](/cloud-call-center/settings/trunks) * [DIDs](/cloud-call-center/settings/dids) * [Outbound routes](/cloud-call-center/settings/outbound-routes) * [Queues](/cloud-call-center/settings/queues)