How can I find the ID of a call to troubleshoot Voice issues?

Question

How can I find the ID of a call to troubleshoot Zendesk Voice (formerly Talk) issues?

Answer

To troubleshoot a Voice issue, see Troubleshooting: Issues with Zendesk Voice. If you still need help, contact Zendesk Customer Support for further help, and provide the information listed below.

Provide the ticket ID the call generates. In some cases, there isn't a ticket ID, depending on the line configuration and call conditions.

An example of a ticket ID is https://myzendesksubdomain.zendesk.com/agent/tickets/12345.

In this example, the ticket number is 12345 from the account myzendesksubdomain.

Provide the unique call ID associated with each call. Every single call that arrives at your account adds an entry.

To find the call ID:

In Admin Center, click Channels in the sidebar, and open Talk and email > Talk

Click the Usage charges tab at the top of the page

Scroll to the bottom of the page to find the history table of all inbound and outbound calls. The first column of this table displays the unique call ID of each call.

An example of a call ID is 360112785700.

If you have Analytics Professional or Enterprise, create a report to capture the call IDs. For more information, see these recipes:

Analytics recipe: Declined and missed calls by ticket ID and agent leg

Analytics recipe: Reporting good and bad quality agent Voice calls this month

Add the call ID, leg ID, or ticket ID attribute to these reports under Rows on the left side to find the values for further investigation. If needed, provide Zendesk Customer Support with these examples, or export the report to CSV for Zendesk Support to analyze.