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Call log
What are call logs and how can they benefit your business?
RingCentral’s call logs let you see all of your call history, and check online for incoming and outbound calls on your business phone system.
Written by Roman Tobe
Director, Product Marketing
Reviewed by Esther Yoon
VP, Product & Industry Marketing
Updated: 27 September 2024
What are call logs?
Call logs are a summary of details about phone calls. They show information such as the call's origin, date, time, and duration.
Your phone logs can be saved by your service provider under your phone number's call history or call record.
While you can manually create a phone log, many Voice over Internet Protocol (VoIP) business phone systems automate this function and store the call details for you to review later.
This way, you can maximize productivity, accurately monitor your business or call center's performance, and gain further insights through call log reporting and analytics.
What data is saved in call logs?
Data saved in your call logs includes the type of communication (e.g., phone call, fax, SMS message, or voicemail), activity (missed call, etc.), call duration, date, and time.
The call details don’t focus on the exact phone call content (what was said on the phone). Instead, call logging collects and analyzes your phone calls' statistical and technical data.
Other call log information includes the caller ID, caller ID extension, call origin, call destination, and other transmission details, such as a phone call's start and end times. It may even indicate the specific network used.
What you can do with call logs from RingCentral
Forecast costs and track productivity
- With RingCentral, you can track your team's productivity and output, and check phone call expenses, call data transactions, and billing. It’s also possible to compare business metrics, such as call data history with separate fax and phone number calling history.
- You can get a snapshot of your employees' fax and call log reports to get an idea of your team's level of activity over a specific period.
- When you want to return recent calls and respond to messages quickly, just hit the RingOut button or click any phone number call history to make a call instantly.
Search and get call history quickly
- Easily sort through call history details online by date, date range, type of call (voice or fax), and whether the call was inbound or outbound in the phone number call history details.
- Check your logs and gain insight into calling trends.
Access different telephone call log formats
- When you need to get your call log history for detailed analysis and accounting, you can download it to Microsoft Excel®, which is compatible with the call log details of any phone number.
- Share call log information in real time. Just attach the call log spreadsheets to emails or send them via your RingCentral mobile app.
- No need to download your call logs manually. Schedule automated delivery of your call logs and call record history by email on a daily, weekly, or monthly basis.
- Listen to every single phone call recording with download and playback options from your call logs.
Improve customer service
When calls are recorded in your CRM, RingCentral’s integration gives you an end-to-end view of all customer interactions, allowing you to understand every call in detail. This empowers managers to stay on top of multiple conversations and agent performance.
Having easy access to call logs also enables you to anticipate customer needs and determine which customers call your company the most.
Having easy access to call logs also enables you to anticipate customer needs and determine which customers call your company the most.
Satisfy contact center compliance standards
Companies must adhere to state laws that govern their business. For legal compliance with the PCI-DSS Guide, most contact centers have to keep complete phone call logs in their business phone system. This is especially true for those in highly regulated industries like finance, healthcare, and law.
More practical uses for your RingCentral call log
Phone call logs can show you the volume of calls that your customer support team is taking, including call durations. This information shows you the levels of productivity of individual agents and also departments as a whole.
- A missed call log can show you who’s waiting for a callback or who has left you a voicemail. You can then return individual calls instantly with RingOut, which lets you click a phone number to dial a call instantly.
- Improve your company’s customer service efforts and agent coaching by using call logs together with call recording (both included with RingEX) to listen to calls after they occur.
How to manage call logs with RingCentral
Where can I find my calling history, faxes, and voicemails?
You can access call history, faxes, and voicemails from the RingCentral phone app and the Admin Portal.
Call logs are typically saved for 12 months (nine months for some accounts). Contact customer support for more information.
Sent faxes are stored on RingCentral servers for 30 days.
For received faxes and voicemails, when you have 200 unread faxes or voicemails, new ones replace the oldest.
Make sure to download the RingCentral app to access all the information you need.
How do I view call history?
To see the call history of mobile numbers, toll-free numbers, local numbers, and more, log in to your RingCentral account, select the “Phone” icon from the sidebar, and then choose from the tabs under the “Call History” section.
You can view all calls and phone call recordings, and you can even check all inbound calls, outgoing calls, and missed calls.
How long are call logs stored in my online account?
Your phone call history, such as your inbound and outbound call records for RingCentral number(s), is stored in your online account for up to 12 months.
Each phone call record list and received calls list transaction is date-stamped and time-stamped.
How can I use my call logs for cost analysis?
Information for your main number and your extensions can be downloaded into an Excel spreadsheet for cost analysis.
How can I filter my call logs?
With RingCentral, you have two options to filter your phone call log. The first option is to use a regular filter, and the second is to use an advanced filter.
With the regular filter, you can filter your call history by a contact’s name, phone number, and email address by using the filter call history field at the top right.
You can also use more advanced filters like the type of call, call direction, and extension.
Not that only group managers can view the phone call records of users who are members of their user group.
Not that only group managers can view the phone call records of users who are members of their user group.
How do I interpret my call logs?
To interpret your phone call logs, examine the different columns on the call log record. You can decode them using the icons with their corresponding actions, definitions, and results.
For example, this icon means you received an inbound voice call. You can also determine from the phone call record whether calls were accepted or missed, or even if the phone line was busy.
Are you tracking your calls with call logs?
With RingCentral’s call logs, you can check the call history of a number online and track online call history, such as actual voicemails or faxes in your online account—and get important insights into your business communications in just a few clicks.
To find out how to use it, request a demo.
Call log frequently asked questions
Call logs are important because they offer a macro view of how your business communications work. You can use the data to reduce costs, improve performance and customer service, and ensure legal compliance. You can also use call logs and call records to maintain peak efficiency among your team.
Call log entries deleted in the RingCentral system are permanently removed from the system.
To delete your call log entries, follow the steps below:
1. Log into your account.
To delete your call log entries, follow the steps below:
1. Log into your account.
2. Click the icon of the Call Log.
3. Click “Edit.”
4. Select the relevant entry.
5. Hit “Delete.”
To check your call logs from your RingCentral app on your iOS device (Mac, iPad, or iPhone), Windows PC or laptop, or Android phone, you need to log in to your account. From the bottom, click on the phone icon, and you’ll see your call log.
To enable automatic retrieval and delivery to your email, follow these steps:
- Log in to your account via desktop or web.
- Click “Reports > Call Log.”
- Choose “Delivery Settings.”
- Select from the Email Delivery Schedule.
- Select the interval (may it be daily, weekly, monthly, or a specific date), then hit “Save.”
Please note that only admins, users, and group managers can enable Call Log Delivery using their RingCentral online account.
With RingCentral, you can view your call logs in two ways. You can either use Simple View or Detailed View.
When using Simple View, you’ll be able to check:
When using Simple View, you’ll be able to check:
- The type of log recorded (whether it’s a call, fax, or voicemail)
- The phone number of the caller
- The name of the caller (if available or activated)
- The date and time
- If the call has parts recorded (represented with an icon)
- The action performed
- The result
- The length
With Detailed View, you can:
- Add customized columns to the list, such as whether it’s included in the cost per minute counted in your RingCentral pricing Plan or Purchased (not included in your RingCentral pricing and billing)
- Use the “From,” “To,” or “Recording” options, with the option to see how many related calls were recorded
You can also click the indicator to expand the call record to see related phone call records.
If you need to know how to recover a call log on the RingCentral platform that you deleted, the best thing to do is get in contact with customer support to find out if they’re able to retrieve it.
The information contained within call logs can be valuable to a variety of businesses. If you run a contact center, you can use call logs to measure its performance and evaluate the quality of service you offer.
Within the telecommunications industry, call logs are useful for evaluating how well a network is working, indicating whether or not a company needs to improve its network to serve customers better.
For companies that have customer service agents making or receiving calls, phone call history can be used to determine how long each team member spends on a call. If agents are spending longer than expected on calls, it may indicate that more training may be needed to help them resolve issues faster.
Within the telecommunications industry, call logs are useful for evaluating how well a network is working, indicating whether or not a company needs to improve its network to serve customers better.
For companies that have customer service agents making or receiving calls, phone call history can be used to determine how long each team member spends on a call. If agents are spending longer than expected on calls, it may indicate that more training may be needed to help them resolve issues faster.
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