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Review call results and billing

KolaVoice records operational results for each call and shows them in the dashboard.

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Where to review calls

  • Call Logs shows calls across the account.
  • A campaign’s Call Results table shows only contacts belonging to that campaign.
  • Select View row or open a call to see detailed information.
Depending on the call, details can include:
  • Customer phone and name
  • Direction and caller ID
  • Call status and ended reason
  • Duration and cost
  • Transcript
  • Recording
  • Summary
  • Captured outcome
  • Follow-up date and status

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Common outcomes

An outcome describes what happened to the contact. Examples include answered, unanswered, voicemail, callback requested, payment promise, wrong number, completed, or failed. An unanswered call can remain eligible for a retry according to the campaign’s maximum attempts, retry delay, and calling window. A requested follow-up is scheduled separately from an unanswered retry.

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Wallet and outbound charges

  1. Open Billing to view the wallet balance and transactions.
  2. Top up before launching outbound calls.
  3. Outbound usage is charged at the configured per-minute rate, currently UGX 600 per minute.
  4. The call finalizer records the canonical duration and charge after the call ends.
Calls are blocked when there is not enough positive wallet balance to start them. If the balance becomes insufficient while a campaign is running, remaining contacts stay queued until the wallet is topped up.

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If a recording is unavailable

Check the call status and ended reason first. A recording may not be available when the call failed before connecting, recording was not produced, or the recording storage request failed. The transcript and call metadata may still be available.

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Troubleshooting checklist

When a call fails:
  1. Check the call’s ended reason.
  2. Confirm the destination number is valid and reachable.
  3. Confirm the wallet had sufficient balance.
  4. Check the campaign calling window and scheduled time.
  5. Check whether the account or campaign concurrency limit was full.
  6. Retry only after confirming the failure was not caused by an invalid number or a stopped campaign.
When contacting support, include the call ID, campaign ID, approximate time, destination number, and X-Request-ID if the call was started through the API.