Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Configuring an Intelligent Robot/ Other Operations/ Managing the Call History/ Querying the Call History
Updated on 2025-11-07 GMT+08:00
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Querying the Call History

An agent can view historical calls and their details.

Prerequisites

  1. You have contacted the tenant space administrator to access the Configuration Center > Chatbot Management > Flow Configuration > System > System Settings page and set CHATRECORDFLAG to On or Bot-level control.
  2. If CHATRECORDFLAG is set to Bot-level control, you need to enable the historical call record feature when creating an intelligent robot or a common IVR.
Figure 1 Setting CHATRECORDFLAG

Procedure

  1. Choose Configuration Center > Chatbot Management > Flow Configuration.
  2. Choose System > Historical Call and click the Call History tab.
  3. Set the search criteria. The period is mandatory, and the calling number and robot access code are optional.
  4. Click the refresh icon to search for all records that meet the criterion.
  5. Click Call Details to view the details of a single call record.

    1. You can use either of the following methods to view the historical call details of the intelligent robot:

      Method 1: Contact a tenant space administrator to access the Configuration Center > Chatbot Management > Flow Configuration > System > System Settings page and set FLOWRECORDFLAG to On.

      Method 2: Set FLOWRECORDFLAG to Bot-level control, and enable flow call recording in feature parameter settings when creating an intelligent robot.

    2. You can use either of the following methods to view the historical call details of a common IVR call:

      Method 1: Contact a tenant space administrator to access the Configuration Center > Chatbot Management > Flow Configuration > System > System Settings page and set CCIVRRECORDFLAG to On.

      Method 2: Set CCIVRRECORDFLAG to Bot-level control, and enable flow call recording in feature parameter settings when creating an IVR flow.

    3. After the tenant space administrator enables the intelligent IVR recording parameter FLOWRECORDFLAG in the system settings, sys_err may be displayed in the call record details after a user hangs up, which does not affect businesses.