How to Check Twilio Call Logs for Phone Issues

When to Use Call Logs

If a parent's call isn't going through, arrives delayed, or behaves unexpectedly, Twilio's call logs are your first stop for debugging. These logs show exactly what happened with each phone call in your Enrollio account.

Accessing Your Call Logs

You'll need to access the Twilio Console directly to view detailed call information. Follow these steps:

Step 1: Log Into Twilio

1. Go to https://console.twilio.com/
2. Click Account in the top right corner
3. Select Subaccounts

[SCREENSHOT: Twilio console showing Account dropdown menu in top right with Subaccounts option highlighted]

Step 2: Find Your Enrollio Client Account

If you see multiple subaccounts in Twilio, you'll need to identify which one belongs to your Enrollio location:

1. In Enrollio, go to Settings → Phone System
2. Copy the Account SID (it starts with "AC")
3. Return to Twilio and paste this SID into the search field
4. Click on the matching subaccount

[SCREENSHOT: Enrollio Settings page showing Phone System section with Account SID field highlighted]

[SCREENSHOT: Twilio subaccounts list with search field showing an Account SID]

Pro tip: Once you're in the correct subaccount, you'll see orange text in the top left confirming which account you're viewing.

Step 3: Verify Your Phone Number

Before checking logs, confirm your Twilio number is set up for voice calls:

1. Click Phone Numbers in the left sidebar
2. Look for a phone icon next to your number — this means it's voice-enabled

[SCREENSHOT: Twilio Phone Numbers page showing a number with a phone icon indicating voice capability]

Step 4: Search Call Logs

1. In the left panel, click Monitor → Logs → Calls
2. Enter the parent's phone number in the FROM or TO field (remove all formatting — just numbers)

[SCREENSHOT: Twilio Monitor > Logs > Calls page with FROM/TO search fields highlighted]

Which Field to Use:

• FROM field: Use when checking incoming calls from a parent to your center. The first record shows when Enrollio routed the call to your forwarding number.
• TO field: Use when checking outbound calls from your center to a parent.

Step 5: Review Call Details

Find the call with the issue and click the hyperlinked date to see detailed information about what happened during that call.

[SCREENSHOT: Call logs list showing multiple calls with clickable date links]

Getting Help from Twilio Support

If you need Twilio's help investigating an issue:

1. Open the problem call in the logs
2. Copy the Call SID (starts with "CA")
3. Create a support ticket with Twilio and include this Call SID

The Call SID helps Twilio support quickly locate and diagnose the exact call you're asking about.