The Voice Insights Call Summary allows users to easily see the carriers or providers for the call, which side hung up, Post-Dial Delay (PDD), and other helpful troubleshooting details. This guide is intended to walk users through accessing Voice Insights call summary data.
Click a section heading to skip to it:
- Access the Insights Summary via Console
- Access the Insights Summary via the REST API
- Insights Summary Data Overview
Access the Insights Summary via Console
- Access the Call Logs page in Console.
- Click the Timestamp to view the desired call log.
- From the Call Details page, click the Insights Summary Tab.
- The Insights Summary page will be displayed.
Access the Insights Summary via the REST API
Advanced Voice Insights customers have access to their insights data via HTTP GET requests to a Call SID's
Summary sub-resource.Here’s an example cURL script:
curl -X GET https://insights.twilio.com/v1/Voice/CAXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Summary \ -u "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX:your_auth_token"
This example request the Insights Summary data for call
CAXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX, and return it in a .JSON response. To make this script work for you, make the following updates, and then paste it into a terminal window:
- Line 1 update with the desired Call SID
- Line 2 update with your Account SID and Auth Token
For full details, including a list of properties and code samples, please see Voice Insights: Call Summary Resources (Twilio Docs).
Insights Summary Data Overview
Here's a selection of the important call data points listed in the Voice Insights Call Summary. For full details, please see Voice Insights Call Summary (Twilio Docs).
- To / From: Details about the caller and calling party, including the phone number, the connection used to contact Twilio, country of origin, and registered carrier, and more. Different calling products (Client, Elastic SIP, etc.) may have different data here.
- Properties: Details about the signaling and status.
Who hung up Which side - the caller or callee - sent the signal to end the call Post-Dial Delay The wait between when the call connection is requested, and the call begins to ring. For help with PDD over 6 seconds, please see Troubleshooting Post Dial Delay. Last SIP Response The final SIP signal received -
200 OKfor a successfully connected call. For other responses, see Common SIP Response Codes below.
Call state The final call status -
completedfor a successfully connected call. For other statuses, see Final Call Statuses below.
Twilio RTP Latency (MS) The time RTP (media) packets spent transiting Twilio's infrastructure. For help with latency, please see Troubleshooting Latency and Delayed Audio.
- Metrics (Carrier Edge): Details about the media transmitted on the call.
Codec The audio codec used - PCMU (G.711) for most Twilio calls. Packet Loss Detected A notification for consecutive samples with packet loss - False or True with the detected packet loss percentage. Jitter Detected A notification for jitter threshold detection - False or True with the average and max jitter in ms.
Common SIP Response Codes
The following table contains common SIP response codes for calls that do not complete.
Proxy Authentication Required
|The request requires user authentication.||These responses should be automatically responded to with an ACK and another INVITE that includes the required credentials. If not, verify your SIP Trunk or Domain credentials are correct.|
|The request can't be fulfilled.||Request is valid, but the destination may have rejected or blocked the incoming call. Have the callee check their side to make sure calls aren't blocked.|
|The destination doesn't exist, or can't be found.||The destination number may not be valid, or not in service. Double check the destination number.|
|The destination is currently unavailable.||The destination number is not answering, or unable to answer. They may be out of service, roaming, or not accepting calls. Often seen when calling wireless phones that don't answer and don't have voicemail.|
|The destination is busy.||The destination number is returning a busy signal. Try again later.|
Additional information on SIP response codes can be found at the following resources:
- Troubleshooting your trunk: Common problems and solutions (Twilio Docs)
- SIP Spec (RFC3261): Response Codes (ietf.org)
- List of SIP Response Codes (wikipedia.org)
Final Call Statuses
After a call has finished, the following final status options are possible:
||A successfully connected call has now been disconnected. Completed calls will remain in this state in going forward.|
||Twilio dialed the number, but received a busy response.|
||Twilio dialed the number but no one answered before the timeout parameter value elapsed. This can be configured for each call, but by default is set to 60 seconds on outbound API calls, and 30 seconds on outbound <Dial> calls.|
||Prior to being answered, an outbound call was cancelled via an HTTP POST request to the REST API, or an incoming call was disconnected by the calling party.|
||Twilio's carriers could not connect the call. Possible causes include the destination is unreachable, or the number may have been input incorrectly. Check the Last SIP Response for more information.|