Call Detail Records
Find a call, understand how it ended and turn missed enquiries into the next useful follow-up.
In the CRM: Voice Features → Phone System → Applications → Call Detail Records
Follow the story of an enquiry
Call Detail Records is the phone system’s call history. It helps you find who called, which number or extension was involved, when the call happened and how long it lasted.
Telnyx is your carrier: it connects calls to and from the business numbers you buy. Mango9 brings the call history together with the routing and extension information your team uses to handle those enquiries.
Find the call you need
- Open Voice Features → Phone System → Applications → Call Detail Records.
- Set Direction to Inbound for incoming enquiries, Outbound for calls your team made, or Local for internal calls. Leave it empty to include all directions.
- Choose a Status such as Answered, Missed, No Answer, Busy or Voicemail.
- Enter a start-date range, caller name or number, or select the relevant extension. Use Phone Number or Tracking Source to focus on the business line you are reviewing.
- Choose Search and review the matching records. Use Reset to clear the search and begin again.
Understand the result
Use Status and the timing together. A missed call, a busy destination and a caller who cancelled can need different follow-up. For technical call details, open the record from its row; linked phone numbers can start a call.
| Information | What it tells you |
|---|---|
| Caller Name and Caller Number | The caller identity recorded for that call. |
| Caller Destination, Tracking Source and Phone Number | The dialed destination and available business-line or source information. |
| Extension | The internal phone destination associated with the record. |
| Date and Time | When the call started. |
| TTA | Time to Answer: the delay before the call was answered. |
| PDD | Post Dial Delay: the initial delay after dialing. |
| Duration | The recorded call duration. |
| Hangup Cause | The phone-system reason the call ended. Normal Clearing is a normal ending. |
Review a recording or call detail
When a call has a recording, the Recording column offers playback and download controls. The AI column can also offer AI Transcription and AI Analysis for that recorded call.
The detailed record brings together its summary, call path and available recording or transcription. Use this view when you need to understand how the call moved through the phone system.
For a routine review, start with the caller, number, time and outcome. Those details are usually enough to reconnect an enquiry with the correct adviser or buyer.
Save a report or see the bigger picture
Use Export and select an offered format, such as CSV, for a separate report. CSV can be opened in a spreadsheet for your own review.
Choose Statistics for overall call trends, then Extension Summary to review activity by internal phone destination. These reporting screens have their own views and date controls.
Use call history to improve marketing response
Assign extensions to the staff and buyers who need phone destinations. Configured AI agents can use their assigned numbers for conversations and appointment booking; review those interactions in AI Call History alongside the phone records.
| Business situation | A useful review |
|---|---|
| An ad is generating calls but few appointments | Review the advertised number, missed calls and answering delays. Adjust the staffed route or configured AI handling, then check the resulting bookings. |
| A customer says nobody called back | Find the incoming call and the team’s outbound follow-up. Arrange the next call or agreed SMS message. |
| You sell calls or leads to buyers | Review the call route and destination, then use the campaign’s delivery and transaction reports for the buyer sale. |
| You want a consistent follow-up | Use an SMS template to confirm the appointment, requested details or next step after the conversation. |