Call Logs show the evidence behind each call in Moja AI. Use them to confirm whether a call reached Moja AI, which campaign it matched, which tracking number received it, how it routed, whether it connected, and whether it met the configured revenue or payout rule.

This article teaches you how to read a call log row or detail page so you can understand what happened before opening a support request.

Call Logs vs RTB Logs

Use Call Logs to troubleshoot actual calls. Use RTB Logs to troubleshoot bid requests, buyer responses, reject reasons, and whether an RTB request produced a callable destination.

If you see RTB activity but no Call Log, the request may not have become an actual phone call. If you see a Call Log, the call reached Moja AI and can be reviewed from the call side of the flow.

When to use Call Logs

Use Call Logs when you need to answer questions like:

Did the call reach Moja AI?
Which campaign did the call match?
Which tracking number received the call?
Which publisher or source sent the call?
Which buyer, target, or routing path was selected?
Did the call connect?
How long did the call last?
Did the call meet the configured revenue or payout rule?
Was there a disconnect, timeout, or destination failure?

Start with the right time range

Before reviewing individual calls, narrow the Call Logs view to the time period when the issue happened. If someone reports a specific call, ask for the approximate time, caller ID, tracking number, campaign, or buyer involved.

A tight time range helps you avoid guessing through unrelated traffic.

How to read a call log

Filter Call Logs to the reported time range.
Search by tracking number, caller ID, campaign, publisher/source, or buyer if available.
Open the relevant call row or call detail view.
Confirm the campaign, source, routing information, selected buyer/target, status, duration, and revenue/payout outcome.
If RTB was involved, compare the call with the related RTB request or RTB logs.
If the destination uses SIP, review any visible SIP response or disconnect details.

Key fields and what they tell you

Field	What it means	What to check
Call log ID	Unique reference for the call	Use this when contacting support so the exact call can be traced.
Timestamp	When the call happened	Confirm the exact event time and timezone.
Caller ID	The caller’s phone number	Use it to find repeat callers, duplicates, or a specific reported call.
Tracking number	The number that received the call	Confirm the call entered through the expected tracking number.
Direction / source	How the call entered Moja AI	Check whether it came from a tracking number, inbound source, or RTB flow if visible.
Campaign	The campaign matched to the call	Confirm the call matched the expected campaign.
Publisher / source	The traffic source tied to the call	Confirm the expected publisher/source sent the call.
Routing plan	The routing logic used for the call	Compare it against the campaign’s intended routing setup.
Selected buyer	The buyer selected for the call	If empty, Moja AI may not have found an eligible buyer.
Selected target	The destination target selected for the call	If empty, review target eligibility, hours, caps, filters, and routing rules.
Call status	The call outcome	Look for connected/completed, failed, timeout, missed, or disconnect status.
Disconnect reason	Why the call ended or failed	Use it to distinguish caller hangup, buyer failure, timeout, carrier issue, or system issue.
Duration	How long the call lasted	Compare it against any duration or conversion rule.
Conversion status	Whether the call met the configured qualification rule	A connected call only generates revenue if it meets the buyer payout or conversion rule.
Revenue / payout	The financial outcome of the call	If empty or zero, check duration, payout rules, buyer qualification, and revenue configuration.
RTB request ID	Reference back to the RTB request, if applicable	Use it to compare the call against RTB logs, bid responses, and reject reasons.
Recording	Audio recording, if enabled and available	Use it to verify what happened during the conversation.

Some fields may appear only when the related feature is enabled or when the call used that flow. For example, RTB fields may not appear for non-RTB calls, and recordings may not appear if recording is disabled or unavailable.

What empty values can mean

Empty or missing field	What it may mean
No buyer or target	No eligible destination was selected. Check routing plan, target status, hours/timezone, caps, filters, and duplicate rules.
No revenue or payout	The call may not have met the qualification rule, or payout/revenue may not be configured for that outcome.
No recording	Recording may be disabled, the call may not have connected, or the recording may be unavailable.
No RTB reference	The call may not have come from an RTB flow, or the RTB reference may not apply to this call type.
No call log at all	The call may not have reached Moja AI, or the tracking number/source may be misassigned.

Common patterns

What you see	What it usually means	What to do next
Call log exists, but no buyer/target selected	No eligible route was available	Check routing plan, target status, hours/timezone, caps, filters, and duplicate rules.
Buyer/target selected, but call failed	Destination issue or connection failure	Check disconnect reason, target phone/SIP endpoint, buyer availability, and SIP response if visible.
Call connected, but revenue is zero	Qualification or payout rule was not met	Check duration threshold, buyer payout condition, buyer rejection/disqualification, and payout/revenue configuration.
RTB logs exist, but no Call Log exists	The RTB request did not become an actual call	Review RTB response, reject reasons, bid winner, and whether a callable destination was returned.
Call appears under the wrong campaign	Tracking number or source assignment may be wrong	Check tracking number assignment and campaign setup.
Failures happen only at certain times	Hours or timezone mismatch	Check campaign timezone, target/buyer hours, and schedule rules.

Workflow example

A customer says a call did not connect. Here is a simple way to investigate:

Filter Call Logs to the reported time range.
Search by tracking number or caller ID.
Confirm the campaign and publisher/source.
Check whether a buyer and target were selected.
Review status, duration, and disconnect reason.
If RTB was involved, compare the RTB request and response.
If SIP is involved, review any visible SIP response or disconnect detail.

When to compare with RTB Logs

Compare Call Logs with RTB Logs when the call came from an RTB flow or when you need to understand buyer bidding behavior.

RTB Logs help answer:

Did buyers receive the request?
Which buyers bid or rejected?
Was there a winning bid?
Did the winning buyer return a valid destination?
Was processing time high?

Call Logs help answer whether an actual call entered Moja AI and what happened after that point.

What to send support

When contacting support, include:

Call log ID or example call
Approximate date and time, including timezone if relevant
Campaign name
Tracking number or caller ID
Expected buyer or target
What happened versus what you expected
RTB request ID or SIP response code, if applicable

These details help support trace the exact call quickly without guessing through unrelated traffic.

How to read Call Logs