Call find call from call_id

Support Help
1

I am not able to find a call call_cc722bbfabcaab4c049924e41d8 in Call History log.

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Please let me know what is happened to this call?

2

I can see you’re looking for call ID call_cc722bbfabcaab4c049924e41d8 but can’t find it in your Call History.

Based on the available documentation, there are a few common reasons why calls might not appear in Call History:

Calls that didn’t connect - When a call did not connect (with disconnection reasons like dial_failed, dial_no_answer, or dial_busy), the call_started webhook will not be triggered(1). However, both call_ended and call_analyzed webhooks should still be triggered(1).

Quick or abandoned calls - Missed or abandoned calls, especially ones that hang up quickly, sometimes don’t get logged in the agent’s call history(2). This can include calls where the system experiences issues during transfer attempts(2).

Phone number format - Try searching with the E.164 format (including the country code prefix like +1)(2). Some calls weren’t showing up until users added the country code prefix when searching(2).

To troubleshoot your specific call:

  1. Use the Get Call API to retrieve the call details programmatically using the call ID(3)
  2. Check your webhook logs to see if call_ended or call_analyzed events were received for this call(1)
  3. Review your telephony provider’s call logs to see if the call reached your system(2)

If you still can’t locate the call after checking these items, you can reach out for support:

3

Hello @frank.r.nichols ,

This call was registered but never used, which is why it didn’t show up in the call history.