Analytics

The Analytics page is your central hub for call history, recordings, and voicemail. Access it by clicking Analytics in the sidebar.

Call History

The Call History tab shows a complete record of every call on your phone system.

Reading the Call Log

Each row represents one call:

• Call Info - Icons showing:
  • Incoming call (green arrow pointing down-left)
  • Outgoing call (orange arrow pointing up-right)
  • Call was answered
  • Call failed - hover to see the exact reason the call failed (see Call Failure Reasons below)
• Date and Time - When the call occurred, displayed in your account's timezone
• Extension - The team member or group who handled the call, shown with their avatar and name
• Source - Where the call came from (phone number and/or line name)
• Destination - Where the call went to
• Talk Time - Duration of the actual conversation
• Billing Duration - The billable duration (can be shown/hidden via column settings)
• Total Duration - Full call duration from start to end, including ringing
• Actions:
  • Info - view call details
  • Share - create a public link
  • Play - play the recording inline

Inline Recording Playback

Click the play button on any recorded call to listen to it directly in the call history view. An audio player appears at the top of the page with standard playback controls. If a recording has been deleted, the play button appears with a strikethrough.

Call Failure Reasons

When a call fails, Tonet shows you the specific reason why - not just "missed" or "failed." Hover over the icon to see the reason. Common examples:

• 404 Not Found - The number you dialed doesn't exist or isn't reachable
• 486 Busy Here - The person you called is already on another call
• 603 Declined - The carrier actively blocked the call. Under the FCC's 2026 mandate (opens in a new tab), carriers are required to return a 603 response with a reason when they block a call based on analytics, so you can see exactly why your call was blocked and take action.
• 408 Request Timeout - The call wasn't answered and timed out

Toolbar

The icons in the top-right corner of the table:

• Column toggle (grid icon) - Show or hide columns. Useful for adding Billing Duration, or hiding columns you don't need. Your visibility preferences are saved between sessions.
• Filter (funnel icon) - Filter calls by direction, user, phone number, date range, or disposition (answered, missed, busy).
• Download (arrow icon) - Export your call history as a CSV file for reporting or record-keeping.
• Search (magnifying glass) - Search across all call fields. Supports phone numbers with or without dashes.

You can also resize columns by dragging their edges - your column widths are saved between sessions.

Month Selector

Use the Month picker in the top right to view call history for a specific month.

Bulk Actions

Select calls using the checkboxes on the left side of the table. When recordings are selected, a Delete Recordings button appears to permanently remove the audio files. This is only available if recording deletion is enabled in your account settings.

Storage

At the bottom of the call history, you can see the total storage used by your call recordings.

Call Details

Click the Info button (ℹ) on any call to open the full call detail page. This is where you get the complete picture of a call - recording, transcript, quality metrics, and metadata.

Recording and Playback

The audio player at the top lets you listen to the full call recording with standard controls (play, pause, seek, volume).

Interactive Transcript

If the call was recorded and transcribed, the transcript appears below the player with these features:

• Audio-synced highlighting - As the recording plays, the current word is highlighted in real time so you can follow along
• Click-to-seek - Click any word in the transcript to jump the audio to that exact moment
• Auto-scroll - The transcript automatically scrolls to follow playback. Toggle the follow button to enable or disable auto-scroll, or just scroll manually to browse the transcript while audio plays.
• Speaker labels - The transcript is organized by speaker and timestamp for easy reading

Call Information

The detail page shows three information panels:

Time Details:

• Date and time of the call (UTC)
• Total duration

Contact Information:

• From: Source phone number or extension
• To: Destination phone number or extension

Call Status:

• Status: Answered or failed (with reason if failed)
• Direction: Incoming or outgoing
• Disposition: ANSWERED, NO ANSWER, BUSY, etc.

Call Quality Metrics

When quality data is available, the detail page shows:

• Severity badge - Overall quality rating: Good, Fair, Poor, or Unknown
• Packet Loss (inbound and outbound) - Percentage of lost packets. High packet loss (above 2%) causes choppy or missing audio.
• Jitter - Variation in packet arrival time, in milliseconds. High jitter (above 30ms) causes robotic or distorted audio.
• Latency (RTT) - Round-trip time in milliseconds. High latency causes noticeable delay in the conversation.
• Connection Type - How the call was connected (direct, STUN, or TURN relay)

If issues are detected, a Diagnosis section provides a plain-English explanation of what went wrong and Recommendations for fixing it.

Report a Call

If something went wrong with a call, click Report Call to flag it for review. The button shows how many users have reported the same call.

Voicemails

Click the Voicemails tab to see all voicemail messages left by callers.

Each voicemail shows:

• From - The caller's phone number. Internal callers show their name and extension.
• Received - When the voicemail was left
• Mailbox - Which extension or group mailbox received it
• Duration - Length of the message
• Transcription - The AI-generated text of the voicemail. Click the expand arrow to read the full transcription. Shows "Transcribing..." with a spinner while processing is in progress.
• Listen - Play the voicemail recording
• Remove - Delete the voicemail

User and Group Mailboxes

Voicemails are organized by mailbox. Each user has their own voicemail mailbox based on their extension number. Groups also have their own mailbox - when a call to a ring group goes unanswered, the caller can leave a voicemail for the whole group.

You can view voicemails for any mailbox you have access to. Managers and owners can see all mailboxes.

Voicemail Settings

Click the Voicemail Settings button on the Voicemails tab to manage greetings and preferences.

Voicemail to Email

Toggle this on to receive voicemail notifications delivered directly to your email. Each voicemail email includes:

• The audio recording as an attachment
• The AI-generated transcription in the email body - read the message without opening the attachment
• Caller information and timestamp

This means you never miss a message, even when you're away from the dashboard.

Select Mailbox

Choose which mailbox to configure. This dropdown lists your personal mailbox (your extension) and any group mailboxes you manage. Each mailbox has its own greeting.

Greeting Management

• Current Greeting - Listen to or delete your existing custom greeting. If no custom greeting is set, callers hear the default system greeting.
• Upload New Greeting - Upload a WAV or MP3 audio file as your greeting. Record it on your phone or computer first, then upload.
• Record Greeting - Record a greeting directly from your browser using your microphone. Click record, speak your greeting, then save.

Related

• Call Monitoring - Monitor live calls from the Overview page with Listen In and Whisper
• Call Sharing - Share call recordings and details via secure public links