If you experience bad call quality or missing logs within your integration, it's important to provide the CloudTalk with the ID code for the particular call(s) involved.
What is a Call ID Code
The Call ID should not be confused with Caller ID or CNAM, which identifies incoming callers.
In this context, a Call ID is a unique code used to track the conditions of a specific call.
Every call made through CloudTalk has its own Call ID. This ID is visible to all agents who have access to the call.
The Call ID is the most useful piece of information you can provide when contacting CloudTalk Support. It allows our team to quickly locate the call in the system and review details such as:
call quality
network connection
integration logs
technical conditions affecting the call
Where to Report a Call ID
If you experience an issue with a call, report the Call ID to CloudTalk Support using one of the following methods:
Live chat, available directly from the Dashboard
Email at [email protected]
Important notes:
Call IDs should not be older than 3 days
We are unable to access usable data for calls older than this
For broader or recurring issues, Support may request three or more Call ID examples
Where to Find Call IDs
From the Dashboard
In the Cloudtalk dashboard navigate to Dashboard and scroll down scroll down to see Call history logs.
Select the three dots menu to view the Call ID for that call.
Select
Copy call ID:option
From Desktop & Mobile Apps
Select the clock icon on the bottom left to navigate to Call history.
On the mobile app, select the
info (i)icon. View or copy the Call ID from the call detail screen.
From the desktop app, simply select the contact or number to go to call detail. View or copy the Call ID.
What is a Log ID Code
A Log ID works similarly to a Call ID, but serves a different purpose.
A Log ID is a one-time code that allows CloudTalk Support to replicate the technical conditions of your device environment. This helps with troubleshooting while keeping your personal and call data private.
Where to Find a Log ID
From CloudTalk Phone (Desktop and CTI only)
Select the user icon on the bottom right to view your user profile.
Select Troubleshooting. Here is where you can copy your one-time log id.
If you need further assistance or have any questions, you can contact our Support Team. We are always here to help you!