Problems in the call history
A call is missing, the transcript is empty, a call stays active or the duration and cost differ from what you expected.
The call history under Transcriptions shows every conversation with its direction, duration, transcript and logs. If something is missing there, this page will help.
A call is missing
| Possible cause | Solution |
|---|---|
| The call never reached bhomy | With call forwarding, your provider decides whether to forward. Check the forwarding, see Call forwarding |
| Your account was paused | Calls rejected during a block don't appear in the history. Check the notice at the top of the dashboard |
| No agent was assigned to the number | Without an agent, bhomy rejects the call before an entry is created |
| The list isn't up to date | Click Refresh |
| A filter is active | Set the status filter to All Status and clear the search field |
The transcript is empty
| Possible cause | Solution |
|---|---|
| The caller declined the recording | With Automatic transcript deletion on refusal, bhomy doesn't store a transcript. The details show Recording disabled |
| The conversation is older than 30 days | bhomy deletes transcripts automatically after this period. Call data such as the number and duration remain |
| The caller hung up straight away | No conversation, no transcript |
| The conversation is still ongoing | The transcript is complete as soon as the call ends |
A call stays on "Active"
A call shows Active while it's in progress. If a finished call stays like that, the notification about its end didn't reach us. After an hour, such an entry no longer counts as a busy line, and bhomy closes it automatically, by the next day at the latest.
Duration or cost differ
| Observation | Explanation |
|---|---|
| An inbound call is longer than the conversation | The duration counts from answering, including any waiting time when lines are busy |
| An outbound call without a conversation costs a minute | An unanswered attempt counts as 1 minute |
| An outbound call that reached a voicemail costs minutes | An answered call counts every started minute from answering, even with a voicemail |
| Cost shows Incl. | The call is covered by your allowance |
The rules at a glance are under What counts as a minute.
The caller appears with the wrong number in the history
With call forwarding, some providers send their own number instead of the caller's. How to change that is described under Call forwarding. If the number is withheld, the history shows Unknown.
Further help
Send us the time of the call and the number that was called, see Report a problem.
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