Phone

Defining Call Trace

Call trace allows you to dial a simple code to trace the phone number of a call that was received. This service is used to trace harassing calls.

Using Call Trace

1. After the call arrives:
   
   • If you have hung up the handset, pick up the handset and listen for a normal dial tone.

   • If you have not hung up the handset, press and quickly release the switchhook, and listen for a special dial tone.
     

     The switchhook is the button the handset pushes down when you hang up the phone. Some telephones have a Link or Flash key that you can press instead.

2. Press *57 (rotary phone users dial 1157).

3. Listen for a confirmation announcement that the last call has been traced.
   

   In some areas, after you press *57, you'll hear an announcement that the call can be traced. Follow the voice instructions to dial an additional code, and the call will be traced.
   
   Result: Call Trace can identify the source of a harassing or abusive call for use in a court of law.

4. Hang up the handset.
   

   Customer Originated Trace must be used immediately after you hang up on the call you want traced. If you get another call, or hear a Call Waiting tone first, you will trace the wrong call.
   
   All steps complete.

Obtaining Call Records

As a Cox Digital Telephone customer you can use the Phone Tools features, available through your accounts on www.cox.com, to set up capture of calls you make and receive (excluding private or unlisted numbers).

If you need records of outgoing calls made before establishing your Phone Tools record, you can obtain them for a charge by presenting a picture ID and completing a release at a Cox Front Counter office.  Records will be mailed to the address on your statement in two to three weeks. Cox maintains call records for 18 months (36 months in California and Virginia).

Records of incoming calls are not available to customers, other than through Phone Tools, because they may include private or unlisted number information. Law enforcement can obtain these records for investigation of harassing or annoyance calls.

The number you traced will be recorded by Cox personnel. If you decide to follow-up on the matter, you must contact a law enforcement agency and we will provide that number directly to them. We cannot provide the traced number directly to the Cox Digital Telephone customer.