# Call History

The Call History section lists your recent inbound and outbound calls, with a separate **Lost** tab for the ones that need a follow-up. Each entry shows the contact or number, direction, duration or outcome, whether the call came through a call flow or as a direct call, and the time.

:::tip Looking for the call log in the FlyNumber web panel?
This page covers Call History inside the phone system app. For per-FlyNumber call records across your whole account (with date-range presets, status filters, CSV export, and 120-day retention), see [Call Logs](/additional-resources/call-logs) in the panel.
:::

![Call history interface showing recent calls](/docs/phone-system-guide/phone-system-app/img/call-history-recent.png)

The list syncs on its own; tap the sync icon at the top right of the Call history screen when you want the latest calls immediately.

## Call Details {#call-details}

When you select a call from your history, you can view detailed information about the interaction:

![Detailed view of a call record](/docs/phone-system-guide/phone-system-app/img/call-history-details.png)

The details include:
- From and To — the contact or number on each side, with a phone icon to call them straight back
- Status (Answered, Lost call, or Resolved)
- Call log — whether this record has synced with the phone system
- Call start time
- Waiting time (how long before the call connected)
- In call duration
- End reason
- For resolved lost calls: who resolved it and when

For a number that isn't in your contacts, tap the ⋮ menu next to it for **Call**, **Copy number** or **Create contact**.

### Call Recordings and Other Attachments {#call-recordings}

If call recording is enabled and you have a "cloud storage integration" configured, you can access the recording from the Attachments tab:

![Call recording playback interface](/docs/phone-system-guide/phone-system-app/img/call-history-attachments.png)

The Attachments tab can hold more than the recording:

| Attachment | What you can do |
|------------|-----------------|
| **Recording** | Play the full call audio; use the speed control (1x) to listen faster or slower |
| **Voicemail** | Play a message left after a missed call, with the same playback controls |
| **Fax** | Tap Open PDF to view a fax received by a [Fax module](../modules/fax.md) |
| **Tags** | Tap the Tags icon, pick one or more labels, then Apply. Tags are created by the admin in [Settings → Call tags](/phone-system-guide/main-menu/settings/call-tags) |

:::note
Attachments only appear for users who have been added to the call flow that handled the call — see the Users setting under [Creating Call Flows](/phone-system-guide/main-menu/call-flows#basic-settings).
:::

:::warning
FlyNumber does not store call recordings on our servers. To access recordings in your call history, you must configure an external cloud storage provider.
:::

To set up cloud storage for your recordings:

1. Go to Settings in the main menu
2. Select the "Cloud Storage Integrations" tab
3. Choose from supported providers:
   - AWS
   - Azure
   - S3-compatible storage such as MinIO

![Cloud Storage Integrations tab showing the AWS, Azure and S3 tiles](/docs/phone-system-guide/phone-system-app/img/cloud-storage-settings.png)

Click "Connect" next to your preferred provider and follow the configuration steps. Once configured, your call recordings will appear in the Attachments tab of your call history.

### Related Calls {#related-calls}

When more than one call involves the same user or number — a failed attempt followed by a callback, say — the call's details gain a **Related calls** tab listing each one with the contact's name, the outcome (for example Failed), whether it was a Direct Call or went through a call flow, and the time.

## Filtering Call History {#filtering-call-history}

Tap the filter icon at the top of the Call history screen, choose your criteria and tap **Apply** (or **Reset all** to clear them):

| Filter | Options |
|--------|---------|
| **Date** | All, Today, Yesterday, Last week (7 days), Last month (30 days) |
| **Direction** | All, Inbound, Outbound |
| **Status** | All, Lost, Answered, Resolved |
| **Type** | All, Call flow (routed by a call flow), Direct call (straight to a contact method) |
| **Attachments** | Voicemail, Recording, Fax — a call matches if it has at least one of the selected attachments |
| **Tags** | One or more tags assigned to the call |

{/* SCREENSHOT NEEDED: app → Call history → filter icon → "Filter call history" sheet showing Date, Direction, Status, Type, Attachments, Tags with Reset all / Apply; mobile or desktop — retake on a device */}

## Lost Calls Management {#failed-calls-management}

The **Lost** tab collects missed and failed calls so nothing slips through. Entries are marked in red as **Failed**, and the badge on the tab counts how many are still unresolved. This includes:
- Missed incoming calls
- Calls that didn't connect

![Failed calls list showing missed and failed calls](/docs/phone-system-guide/phone-system-app/img/call-history-failed.jpeg)

### Managing Lost Calls {#managing-failed-calls}

There are two ways to handle a lost call:

1. **Return the Call**: Select the call and tap the phone icon to call back.

2. **Mark as Resolved**: Tap the checkmark button on the entry itself, or open the call's details and tap the checkmark in the top-right corner, then **Confirm**.

![Interface for resolving a failed call](/docs/phone-system-guide/phone-system-app/img/call-history-resolve.png)

:::tip[Using the Resolve Feature]
The resolve feature helps you:
- Track customer callbacks
- Mark calls that were handled through other channels (email, messaging)
- Manage team follow-ups
- Keep your failed calls list organized
:::

## Common Use Cases {#common-use-cases}

The call history and resolve features are valuable in various scenarios:

### Sales Teams {#sales-teams}
- Track potential leads that called when you were unavailable
- Mark leads as resolved after successful callbacks
- Monitor outreach effectiveness
- Document call outcomes

### Customer Service {#customer-service}
- Ensure no customer inquiry goes unanswered
- Track response times to missed calls
- Coordinate team follow-ups
- Monitor service levels

### Support Teams {#support-teams}
- Manage technical support callbacks
- Track issue resolution
- Document support interactions
- Maintain service quality metrics

### Business Analytics {#business-analytics}
- Monitor call patterns
- Track response rates
- Analyze peak call times
- Identify areas for improvement

:::tip
Use the [filters](#filtering-call-history) to narrow the list — for example Status: Lost plus Date: Last week when catching up after a few days away.
:::

:::warning
Once you mark a call as resolved, this action cannot be undone, and it applies to all related calls from the same number. Make sure you've properly followed up before confirming.
:::