1
What Gets Tracked Automatically
Jtek logs every call that passes through your numbers. You don't have to set anything up — the tracking starts the moment your number is active.
- Caller ID — The phone number of every inbound caller is captured. If that number matches a contact in Jtek, the call is linked to their record automatically.
- Call direction — Inbound (someone calling you) and outbound (you calling a contact) are both tracked and labeled separately in the call log.
- Call duration — The length of every answered call is recorded to the second. This is useful for measuring engagement and spotting calls that were answered but lasted 0 seconds (hang-ups).
- Timestamp — The exact date and time of every call, shown in your account's configured time zone.
- Team member — If you have multiple team members, Jtek logs which user handled each call. This is essential for accountability and team reporting.
Jtek
Dashboard
Contacts
Reporting
Inbound Call
4:32
Today 2:14pm
Outbound Call
1:08
Yesterday 10:22am
Missed Call
Missed
Mar 27 9:45am
Tip: Even if a caller doesn't leave a voicemail and isn't in your contacts, Jtek still logs the call. You can click the logged number to create a new contact record and start a follow-up sequence.
2
Enabling Call Recording
Call recording captures a full audio recording of every answered call. It's invaluable for training, accountability, and reviewing what was said with a lead.
- Go to Settings → Phone Numbers — Find your number in the list and click the edit icon to open its settings.
- Find the "Record Calls" toggle — It's in the call settings section of the number configuration. Toggle it ON.
- A disclosure message plays automatically — When recording is enabled, Jtek plays a brief audio notification at the start of every call informing all parties that the call is being recorded. This is automatically handled — you don't need to say anything.
- Save the setting — Click Save. Recording begins on the next call and all subsequent calls to or from that number.
- Recordings are stored in Jtek — Each recording is attached to the contact's activity timeline and playable directly in the browser. They're stored for 30 days by default (check your plan for exact retention period).
State law notice: Some US states (California, Florida, Illinois, and others) have "two-party consent" laws requiring all parties to explicitly consent before recording. Jtek's automatic disclosure message helps meet this requirement, but confirm the laws in your state before enabling recording if you serve clients in these states.
3
Finding Call Logs
Call logs are stored at the contact level and in the reporting section. Here's how to find them in both places.
- Open any contact record — Go to Contacts, search for the person, and click their name to open their contact profile.
- Click the "Activity" tab — The Activity tab shows a chronological timeline of all interactions with this contact: calls, texts, emails, form submissions, and more.
- Filter by "Calls" — Use the activity type filter to show only call entries. You'll see each call listed with direction (inbound/outbound), duration, date, and — if recording is enabled — a play button.
- Click the play button to listen to a recording — The recording opens in a built-in audio player. You can scrub through the recording, pause, and replay any section.
- Add a note after reviewing — After listening to a recording, add a note to the contact record with key takeaways. This helps your team stay aligned on what was discussed on the call.
Tip: If a contact's first name isn't showing in their record, it's because the inbound number wasn't matched to an existing contact. Click "+ Add as Contact" from the call log entry to create their record and link the call.
4
Call Reporting
The Calls Report in Jtek gives you aggregate call data across your entire account. Use it to measure team performance and track call volume trends over time.
- Go to Reporting in the left sidebar — Click the Reporting icon to open the reporting hub.
- Select "Calls Report" — This report aggregates call data across all numbers and team members on your account.
- Filter by date range — Set a date range (this week, this month, last 30 days, or a custom range) to focus your analysis. Compare periods to spot trends.
- Review key metrics — Total calls by day, answered vs. missed rate, average call duration, and calls by team member. If your missed call rate is high on certain days, that's a staffing or availability signal.
- Filter by team member — Click on any team member's row to see their individual call stats. Useful for performance reviews and identifying who needs coaching.
Tip: Average call duration is a proxy for conversation quality. If your team's average call duration is under 1 minute, they may be dismissing leads too quickly. Use this metric to guide coaching conversations.
5
Using Recordings for Training
Call recordings are one of the most underused growth tools available to service businesses. Listening to your calls — even just a few per week — drives measurable improvement in conversion rates.
- Review your best and worst calls weekly — Listen to one call that converted well and one that didn't. Compare how the conversations went. The patterns become obvious quickly.
- Identify your most common objections — After reviewing 20–30 calls, you'll notice the same objections come up repeatedly: price, timing, "I need to think about it." Use those to build better scripts and responses.
- Coach team members on specific moments — Instead of vague feedback ("You need to be more confident"), point to a specific timestamp in a recording: "At 1:45, the lead asked about pricing and you hesitated for 8 seconds — here's how to handle that."
- Recognize and reinforce great calls — When a team member handles a call exceptionally well, share the recording with the team as an example. Positive reinforcement from real calls is more effective than any script.
- Build a library of example calls — Save recordings that demonstrate your ideal call flow — a great discovery call, a perfect objection handle, a clean close. New team members can learn from real examples instead of role-play.
Tip: Block 30 minutes every Friday to listen to 3–5 call recordings from that week. This single habit — used consistently — is one of the highest-leverage activities a business owner can do to improve team performance.