Routing Log: reconstruct recorded call events
Use Routing Log when a total is not enough to explain what happened. A compact call row opens into the chronological queue events associated with its call ID. Event totals and call totals are different measures.
Select calls and expand a row
Choose dates and queues; use Filters to restrict the event, number or call ID where appropriate. Inspect the flow diagram as a view of the selected sample, then open a call row using its expansion control. The initial filters select calls; their expanded paths can include stored events outside the initial dates or queues to preserve the recorded sequence.
Follow entry, attempts and connection
ENTERQUEUE marks entry. RINGNOANSWER records an unanswered agent attempt; RINGCANCELED records a cancellation during ringing. CONNECT identifies the answered connection and its recorded waiting/ringing information. COMPLETEAGENT or COMPLETECALLER indicates which party ended the conversation. Read the event-specific Info fields for original position, durations and identifiers; the same Info column has different meanings for different codes.
Interpret exits and missing events
ABANDON means the customer left before answer; EXITWITHTIMEOUT means the waiting limit was reached; EXITWITHKEY is a key exit and EXITEMPTY an empty/unavailable-member exit condition. Compare original and exit positions where the event provides them. Transfer events appear only when emitted and imported; a phone-side transfer can leave no queue-log transfer event. Preserve unknown codes and read their raw Info values without inventing meanings.
Read the expanded call from top to bottom
Find and expand the call
Apply dates and queue/event/number filters, locate the compact row and click its expansion control. Note the call ID before inspecting events. The flow diagram is a sampled overview; the row is where you verify an individual sequence.
Read each event with its own fields
Follow time, queue, agent and event code, then read the named Info fields. Entry and exit position are queue positions, waiting and talk use seconds, while raw RINGNOANSWER/RINGCANCELED duration uses milliseconds. Do not compare raw values without reading their units.
Follow the next queue or destination
After a transfer or exit, inspect the subsequent events under the same recorded call ID. A later answer can coexist with an earlier missed queue exit. Missing events, a different PBX call identifier or unsupported transfer data limit what can be linked automatically.
Use color as an aid, then read the event
Event colors follow the product’s event catalogue. Treat the code and its explanation as the primary evidence: connected, completed, abandoned, timed out, transferred and administrative events are not interchangeable. Queue-member changes such as pause or membership events describe configuration or staff activity; they do not by themselves represent a customer conversation. DID is the custom event used for the called number, not a standard app_queue event.
Queue event reference
Read the event code together with time, queue, agent and Info. The table describes the fields when the source event supplies them; empty fields are not zero. Follow one call identifier to reconstruct the sequence. Unknown/custom codes remain visible with their source information.
| Event | Meaning | Fields and units |
|---|---|---|
| ABANDON | Caller leaves the queue before answer. | Exit position: Queue position when leaving. Initial position: Position assigned on queue entry. Wait (s): Seconds in queue before answer or exit. |
| ADDMEMBER | A member is added to the queue. | Initial pause: PAUSED means the member was added in a paused state. |
| AGENTDUMP | Member rejects the call during the initial announcement. | — |
| AGENTLOGIN | Agent logs in on the recorded channel. | Channel: Asterisk channel name recorded by the event. |
| AGENTLOGOFF | Agent logs out; login duration is recorded. | Channel: Asterisk channel name recorded by the event. Login duration (s): Agent login duration in seconds. |
| AGENTCALLBACKLOGIN | Agent callback login: a legacy event. | Callback destination: Extension and context used for agent callback. |
| AGENTCALLBACKLOGOFF | Agent callback logout: a legacy event. | Callback destination: Extension and context used for agent callback. Login duration (s): Agent login duration in seconds. Reason: Reason recorded by Asterisk; may be empty. |
| ATTENDEDTRANSFER | Attended transfer. Fields depend on the method: LINK contains two channels; original position is field six, beyond the stored Info 1–5. | Method: Attended-transfer method: BRIDGE, APP or LINK. Method data: Destination bridge identifier or application name. Wait (s): Seconds in queue before answer or exit. Talk time (s): Conversation duration with the member, in seconds. Initial position: Position assigned on queue entry. |
| BLINDTRANSFER | Blind transfer to the recorded extension and context. | Destination: Extension or dialplan destination receiving the transfer. Context: Destination dialplan context. Wait (s): Seconds in queue before answer or exit. Talk time (s): Conversation duration with the member, in seconds. Initial position: Position assigned on queue entry. |
| TRANSFER | Transfer recorded using the legacy TRANSFER format. | Destination: Extension or dialplan destination receiving the transfer. Context: Destination dialplan context. Wait (s): Seconds in queue before answer or exit. Talk time (s): Conversation duration with the member, in seconds. Initial position: Position assigned on queue entry. |
| COMPLETEAGENT | Member ends the answered call. | Wait (s): Seconds in queue before answer or exit. Talk time (s): Conversation duration with the member, in seconds. Initial position: Position assigned on queue entry. |
| COMPLETECALLER | Caller ends the answered call. | Wait (s): Seconds in queue before answer or exit. Talk time (s): Conversation duration with the member, in seconds. Initial position: Position assigned on queue entry. |
| CONFIGRELOAD | Queue configuration reloaded. | — |
| CONNECT | Caller connected to a member. | Wait (s): Seconds in queue before answer or exit. Member UniqueID: UniqueID of the connected member channel, not a telephone number. Ring time (s): Answering member’s ring duration, in seconds. |
| ENTERQUEUE | Caller enters the queue. | URL: URL associated with queue entry, if supplied. Original CallerID: Original CallerID written by Asterisk in ENTERQUEUE. This technical value is not normalized in this table. Initial position: Position assigned on queue entry. CallerID name: Caller name, present when enabled in queue logging. |
| EXITEMPTY | Caller leaves because members are unavailable under the queue configuration. | Exit position: Queue position when leaving. Initial position: Position assigned on queue entry. Wait (s): Seconds in queue before answer or exit. |
| EXITWITHKEY | Caller leaves by pressing a key. | Exit key: Key pressed by the caller to leave the queue. Exit position: Queue position when leaving. Initial position: Position assigned on queue entry. Wait (s): Seconds in queue before answer or exit. |
| EXITWITHTIMEOUT | Caller reaches the queue waiting-time limit. | Exit position: Queue position when leaving. Initial position: Position assigned on queue entry. Wait (s): Seconds in queue before answer or exit. |
| PAUSE | Member paused in this queue. | Reason: Reason recorded by Asterisk; may be empty. |
| UNPAUSE | Member unpaused in this queue. | Reason: Reason recorded by Asterisk; may be empty. |
| PAUSEALL | Pause requested across the member’s queues. | Reason: Reason recorded by Asterisk; may be empty. |
| UNPAUSEALL | Unpause requested across the member’s queues. | Reason: Reason recorded by Asterisk; may be empty. |
| PENALTY | Member’s queue penalty changed. | Penalty: New penalty assigned to the queue member. |
| RINGINUSE | Ringing an already busy member is enabled or disabled. | Ring while busy: 1 allows ringing while the member is busy; 0 disables it. |
| QUEUESTART | Queue subsystem starts. | — |
| REMOVEMEMBER | Member removed from the queue. | — |
| RINGNOANSWER | Member does not answer this ringing attempt. | Ring time (ms): Ringing-attempt duration in milliseconds. |
| RINGCANCELED | Caller hangs up while the member is ringing. | Ring time (ms): Ringing-attempt duration in milliseconds. |
| SYSCOMPAT | Connection fails because the channels are incompatible. | — |
| WITHDRAW | Call withdrawn from the queue by a withdrawal request. | Exit position: Queue position when leaving. Initial position: Position assigned on queue entry. Wait (s): Seconds in queue before answer or exit. Withdrawal data: Optional information attached to the withdrawal request. |
| OUTCALL | Outbound call update recorded by QueueUpdate. | Outcome: Call outcome supplied to QueueUpdate. Talk time (s): Conversation duration with the member, in seconds. Additional data: Additional parameters supplied to QueueUpdate; original values remain unchanged. |
| DID | Custom dialplan event used by Obelisk for the called number. It is not a standard app_queue event. | Called number: Destination number recorded by the dialplan in the DID event. |
Example: several failed rings, one answered call
Expand a call with two RINGNOANSWER events followed by CONNECT and COMPLETEAGENT. Count the two attempts separately from the call’s successful connection. Inspect waiting, ringing and talk durations in their own fields. If a linked recording or saved analysis is available and permitted, open it to check the conversation rather than inferring its quality from the event sequence.
Use the controls, understand what changes
Expand a call row to read its complete loaded sequence, then inspect the event code and its fields. The event help explains what that event means; the flow diagram summarizes only the loaded call paths. Its width is not a promise that every call in the selected period is represented.
The product’s information button opens on hover or focus. A click keeps the help visible; click again, click outside or press Escape to close it. The examples below reproduce selected product help text; they are teaching controls, not screenshots.
Event transitions in the call paths loaded on the current page. Does not necessarily represent all calls in the period.
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
Event overview and focused filters
Start with total events, calls and entities, and the most frequent event. Select an event badge to focus the search on queue entries, answers, completions, abandonment, unanswered attempts or transfers.
Follow the observed call paths
The flow map connects incoming numbers, queues, agents, transfers and exits. Read the routes together to see where calls move and which paths carry the most activity.
Open the timeline of each call
Expand a row to follow the ordered events of a call, with queue, agent, timing and final status. Where available, open the linked recordings; use print and CSV to share the results.