Call history: common problems
Understand the messages Call history and AI call history can show, and what to do about each.
Where to find it
Calls › Call history / AI call history
Open this screenSteps
- Find the message you see in the list below.
- Follow the answer; most messages also say who can fix it.
- If a message is not listed, reload the page and try once more.
Troubleshooting
“The call history could not be loaded.”
Reload the page. If it keeps happening, check that a workspace is open.
“No calls in this period.” / “No calls yet.”
No call reached your lines in that period. Choose “All”, and check on Phone lines that a number is connected.
“A recording exists. An owner or admin can play it.”
Recordings are played by owners and admins only.
“No recording for this call”
The phone service did not send a recording for this call, or it has been removed.
“No words were recorded for this call.”
Nothing was kept for this call, or it is past the retention period.
“The caller’s number was withheld, so there is no number to call.”
There is nothing to call back.
“Mail is not set up on this server, so call summaries cannot be emailed.”
The operator has to set up mail before summaries can be emailed.
“The export could not be produced.”
Try again; if it repeats, reload the page.
"Translation not available right now; shown as written."
The summary could not be translated just now (no AI connection, or it is busy). It is tried again the next time the page opens. "Show original" shows a translated summary as it was written.
Tips
- Test calls are marked “Test” and never counted; hide them with “Show test calls”.
Good to know
- Nothing on this page changes how calls are answered; it only shows them.
Related how-tos
- Call history Every call on your workspace with who, when, how long, the result and the summary, and each call opened to read what was said.
- Play a recording and read its transcript Listen to a call's recording and read the transcript under it: what was said, who said it and when.
- Call someone back (Call again) Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
- Email yourself a call summary Have the summary of a finished call sent to your own account email address.
- AI call history Go through your organisation's calls with each call's whole conversation beside the list.