Call Center allows you to generate a trace on active, held, released, or missed calls.
NOTE: You must be assigned the Customer Originated Trace service to use this capability.
A call trace contains the following information:
- The phone number of the user who initiated the trace. When the user does not have a phone number, the group phone number and the extension of the user is provided instead. For intra-group calls, only the caller’s extension is used.
- The date and time the call was received.
- The identity (name and number) of the caller, if available.
Issuing more than one call trace request has no effect.
To generate a trace for a selected call, click TRACE for that call.
To generate a trace for the last released or missed call, click Trace 
in the Call Console.