Why a call isn't showing

How calls find a record

CallCore doesn't store a fixed link between a call and a CRM record. Instead, each time you open a record, the timeline gathers the phone numbers on that record (and closely related ones — a Contact's Account, an Account's Contacts) and searches your calls for those numbers. See How Calls Are Matched to CRM Records for the full picture.

That means a call only appears if its number matches a number saved on the record. If a number is mistyped, or saved in a format CallCore reads differently, the call won't show — even though it's in CallCore. The indicators on this page let you see exactly which numbers were searched, so you can spot the problem yourself.

The flags next to the title

At the top-right of the Communication Timeline, next to the title, you'll see small country flags with a count — for example a UK flag with a 3 and an Australian flag with a 1. That's a summary of the unique phone numbers the timeline searched, grouped by the country CallCore read each one as.

• Hover over it to see the detail: each record in scope and the number(s) found on it, with a flag per number.
• A warning icon appears if one of the numbers can't be read as a phone number at all.
• It stays deliberately faint when every number is a normal local number — there's nothing to check — and brightens when you hover.

It's purely informational: nothing leaves your org, and it doesn't change what you see.

When no calls are found

When a record has numbers but none of them matches any call, the timeline replaces the usual empty message with a prompt:

No calls found for these numbers — are they correct?

…followed by the numbers it searched, each with its country flag. This is the moment to check: if a number's flag is the wrong country, or a number looks wrong, that's very likely why the calls aren't showing.

Two related cases:

• If the record and its related records have no phone numbers at all, you'll see “No phone numbers on this record or related records — there's nothing to match calls against.” — add a number to start matching calls.
• A small info icon by the prompt reminds you to include a country code for international numbers.

What the flag tells you

The country flag shows how CallCore interpreted each number — and that's the key to spotting a wrong one.

When a number is saved without a country code, CallCore assumes it belongs to your organisation's default country. So an overseas number entered as a bare local number is read as a local number — and gets your country's flag.

Example. A contact in Australia has their mobile saved as 0412 345 678. With no country code, CallCore reads it as a UK number and shows a UK flag. The flag is the clue: this contact is in Australia, so their calls (stored against the real +61 number) never match, and the timeline stays empty. Saving the number as +61 412 345 678 fixes it.

So the rule of thumb: if a number's flag isn't the country you expect, the number is probably saved in the wrong format.

Fixing a number

To fix a number that's stopping calls from showing:

1. Open the record the number is on — the hover detail tells you which record, and it's often the parent Account, not the contact you're viewing.
2. Edit the phone field and save the number with its country code and a leading + — for example +61 412 345 678 rather than 0412 345 678.
3. Re-open the timeline; matching calls will now appear.

A number marked with a warning couldn't be read as a phone number at all — for example a field containing text like “ask reception”. It will never match a call, so replace it with a real number.

If you're sure a number is correct but calls still aren't appearing, contact support@callcore.io.