Live calls & Voice statistics

Live calls#

For a combined daily SMS/Voice summary, start with Dashboard. Its live-call counter is current even when you select Yesterday; detailed Voice statistics use their own date filters.

Live Voice Calls shows active and queued work, not the complete historical CDR archive. Use search, status, client ID and record limit to narrow the view. An empty table is normal when no calls are active.

Voice statistics#

Choose the date range and apply the filters. Review totals, completed/failed/in-progress counts, answered calls, ASR, ACD and talk time per gateway. The current report counts each Voice submission once using its latest call attempt, so retries do not inflate submission totals.

Read metrics together#

ASR describes answer proportion, while ACD describes average answered-call duration. PDD describes delay before the call progresses. A provider can answer a call without delivering useful audio; combine these metrics with actual audio verification and SIP outcomes.

Worker recovery#

Jobs are leased in MySQL. A worker can recover eligible work left by a stopped worker after the lease policy allows it. Do not interpret a service restart as automatic cancellation of every queued task.

Investigate a case#

Capture submit ID, job/call ID, route, gateway, attempt, SIP status, failure reason and timestamp. Follow the DLR stage separately from the call's terminal state.

Find the corresponding incoming submission in CDRs, formerly named Logs, and match the submit ID and time zone.