Daily Use
Calls

Calls

Click Calls (opens in a new tab) in the sidebar to open the call history. You'll see a paginated table of every call CIC handled in your scope, newest first.

What each row shows

  • Call ID — internal identifier, click to open the call detail
  • Company — which contractor the call belongs to
  • Date and time — when the call came in (in your timezone)
  • Caller (ANI) — phone number of the person calling
  • Called number (DNIS) — your inbound number that received the call
  • Agent — which CIC agent handled it
  • Duration — call length
  • Disposition — outcome tag (Booked Job, Spam, Voicemail, etc.)
  • Recording — link to the audio if available

Filters

The Calls page supports rich filtering. Above the table, you'll find:

  • Date range — start and end dates
  • Company name (contains) — text search
  • ANI (caller number) — exact match
  • DNIS (your number) — exact match
  • Call type — Inbound, Inbound Voicemail, Manual, Queue Callback, Internal, 3rd Party Conference, 3rd Party Transfer, Test Manual, Visual
  • Disposition — 50+ outcome tags including Booked Job, Spam, Caller Disconnected, Cancellation of Appointment, etc.
  • Log id — exact match for a specific call log
  • Agent — pick from the list of CIC agents
  • With empty disposition — checkbox to show only calls awaiting a disposition
  • Org/company selector — same as on the Dashboard

Filters apply when you click Search. Click Clear to reset all filters.

For a deeper guide to how filters work across the portal, see Search & Filters.

Opening a call

Click any call ID (or row) to open the call detail page. From there you can:

  • See full metadata (timestamps, agent, dispositions, custom fields)
  • Listen to the recording — see Recordings
  • Read or add call logs (notes attached to the call)

Exporting filtered results

The Export CSV button at the top of the Calls page exports the currently-filtered result set. So if you filter to "last 30 days, Booked Job, agent X", the export contains only those calls.

Larger exports are queued and arrive in File Exports (opens in a new tab) — see CSV Exports.

Hidden cost field

Cost-related fields on call records are intentionally hidden in the customer view — those are for CIC's internal billing, not for you.

Next

DashboardRecordings