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Generate Call Trace

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  3. Manage Calls in Call Center Client
  4. Generate Call Trace

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 Call-Center-Trace-Call-Button in the Call Console.

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