Call Logging is a call analysis feature that helps you see information about the calls made and received on your BT Cloud Voice service. You get to it in the BT Cloud Voice Business Portal.
What you can see depends on your admin permissions:
- Company level – this lets you see calls for all sites and all employees within the company.
- Site level – this lets you see all calls for one site and all employees within that site.
- User level – this lets you see all calls for one specific user.
How to access the call logs at each level
Company call logs:
- Log in to the BT Cloud Voice Business Portal.
- In the dashboard, select Calls on the left-hand menu.
Site call logs:
- Log in to the BT Cloud Voice Business Portal.
- From the dashboard, choose the Site you want to view.
- Select Calls from the left-hand menu.
User call logs:
- Log in to the BT Cloud Voice Business Portal.
- From the dashboard select Users (across the top).
- Search for the user and click the settings icon.
- Select Calls from the left-hand menu.
The call information you’ll be able to view includes:
Call to and from – shows the telephone number of the number called or the number of the person that called you. On the left-hand side you’ll find the following icons depicting the call target:
| Event | Description | Icon |
| Outgoing answered | You called someone and they answered. |  |
| Outgoing unanswered | You called someone and they didn’t answer. |  |
| Incoming answered | Someone called you and you answered. |  |
| Incoming missed | Someone called you and you didn’t answer. |  |
Date and time – shows the date and time of the call. For calls made in the current week, it will replace the date with:
- Today – if the call is made on the same day that you’re viewing the page.
- Yesterday – if the call was made the day before you’re looking at the page.
- [Named day] for example, Tuesday – if the call was made during the current week that you’re looking at the page.
Service Number – this is the BT Cloud Voice number that made or received the call.
Duration – how long the call lasted in hours, minutes, and seconds.
Destination – the category of the call, which will show either of the following:
- UK On-Net – internal calls
- UK Off-Net – external calls to UK landlines
- Mobile
- International
- Voicemail
- Premium rate
Viewing call charts
You can select the Show Chart button, for a graphical representation of the call log data, with options to present as calls and minutes for each day and hour.
The chart will be filtered to the same fields as detailed below.
Viewing and finding calls
You can choose how many calls are shown per page and use the arrow keys to scroll back and forth through them. There’s also a search bar, which could help you find a particular call more quickly.
Filtering calls
Use the filter icon, pictured left, to choose what you want to view by:
- Company, Site, User, Service Number, Auto Attendant, Call Centre or Hunt Groups.
- Date range – Today, Yesterday, Last 7 days, last 30 days, the current month or use a custom range.
- Call types – Missed incoming, Missed outgoing, Answered incoming, Answered Outgoing.
- Destination – UK On-Net, UK Off-Net, Mobile, International, Voicemail, Premium rate.
Exporting calls
To export your call data as a CSV file (comma-separated values), simply:
- Apply filters.
- Select the Export calls button.
- Follow the on-screen instructions.
The CSV export has the following data fields:
- Direction –
- Terminating = incoming call.
- Originating = outgoing call.
- Answer Indicator – was the call answered.
- User Number – the number from your account, which either received or made the call.
- Date Time – the date and time that the call was made (UTC).
- Region – the region, defined by the country code, of the external number.
- Duration – duration of the call.
- Destination – UK On-Net, UK Off-Net, Mobile, International, Voicemail, Premium rate.
Please note – the CSV exports are built to support machine to machine (M2M) transfer and therefore the date stamp time zone is Coordinated Universal Time (UCT) and doesn’t account for British Summer Time (BST).