This article provides a step-by-step guide on how to review call logs and view call flows
1. Log in to the Connect Dashboard
(https://customerportal.hp2k.co.uk/)
Once logged in, select “Logs” from the left‑hand menu to open the Call Logs Overview page.
2. Filtering the Call Logs
On the Call Logs Overview:
- Open the drop‑down filter and select Internal (this is required even if the call was external).
- Choose the date range you want to review.
- Optionally, enter a telephone number (CLI/DDI) to narrow down your search.
3. Understanding the Call Log Details
After applying your filters, you’ll be able to review key information for each call, including:
- From: The caller
- To: The callee or recipient
- Direction: Incoming or outgoing
- Duration: Total call length
- Answer Status: Whether the call was answered, missed, or failed
- Recording: If a recording is available, a download icon will appear in the Recording column
For a more detailed breakdown of the call journey, click the burger icon in the Time Line column.
4. Viewing Detailed Timeline Information
This expanded view provides an in‑depth, step‑by‑step log of what happened to the call as it passed through the system — offering full visibility into call routing and behaviour.
