This article explains how to view, search, and open calls in the Call Log on an Individual Record. The Call Log shows every VoIP call tied to that record, recorded or not, independent of any AI features.
For account-wide call history that isn't tied to a specific Individual Record, see Recent calls in AMS+.
Requirements
- Your agency's AMS+ account must be subscribed to the Elevate package.
- You must be logged into AMS+ as an Agency User or Agent CRM User.
- You must be assigned to a Security Group with the Individual Visible permission.
- If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
In this article
Where to find the Call Log
- Open an Individual Record and select the Communication tab.
- Select Call Log from the dropdown.
Understanding the Call Log list
The Call Log lists every VoIP call tied to this record, most recent first, so you can quickly find one and see who was on it, how long it ran, and how it ended.
Each row shows the user who took the call, the phone number, direction (inbound or outbound), duration (shown as 0s rather than blank for missed or cancelled calls), and how the call ended — for example Answered, Missed, or Didn't Connect. The AI Summary column shows a saved summary preview, a Generate AI Summary button for eligible calls, or Not Available. See How to summarize and follow up on a recorded call with AgencyBloc Intelligence (beta) for more on generating and using AI call summaries.
A call's date and time links to its detail page — unless the call has no recording, in which case it's shown as plain text instead.
You can search the list by user, phone number, or result, and it's paginated for records with a lot of call history.
Viewing a call's details
Selecting a call's date and time, its Generate AI Summary button, or its summary preview opens the call's detail page, with a Back to Call Log link at the top.
The header reads "Call with {contact}," along with the call's date and time, a direction badge, and the phone number — showing the agency user as the caller for outbound calls, or the contact for inbound calls.
Below that, a Recording & Transcript section holds the playable recording and a full, speaker-labeled transcript. Since all VoIP recordings are dual-channel, every line resolves to the actual participant's name, and selecting a line seeks the recording to that point. A call with more than one segment — a transfer or conference leg, for example — gets its own player and transcript for each segment.
If a call's recording or transcript isn't available, the page explains why instead of leaving the section blank — for example, "Recording unavailable for this call" or "A transcript is not available for this recording." If transcription failed, an inline note says so while the recording stays playable, and if a specific segment's audio won't load, you'll see "Unable to load the recording audio."
What to expect
Which calls appear:
- The Call Log matches calls by phone number, not by record. If this phone number is also associated with other Individual Records, their calls appear here too, not only calls logged directly to this one.
- Calls that occurred before July 28, 2026 do not have a transcript.
When the Call Log doesn't fully render:
- The Call Log page shows even if your agency doesn't have call recording turned on. In that case, a banner explains that call summaries aren't available and points an admin to the setting (My Agency Settings > Phone Dialer & Call Queues > Click-To-Call), but the list itself still renders.
- If your agency's AMS+ account is not subscribed to the Elevate package, the feature isn't enabled.