NOTE: This article is applicable to Sky customers. If you are a MiCloud customer, see the Viewing the Usage Log article for information about accessing the Usage Log report in the MiCloud Account Portal.
Usage Log reports enable Authorized Contacts who are Decision Makers, Phone Managers, or Billing Contacts, to view call detail records for all of the phones used in your organization's Sky phone system.
If you are a phone user and would like to view call detail records for your own phone(s), see our Call Logs (Call Detail Records) article.
Usage Log Characteristics
The Usage Log screen displays the following 8 data fields:
Date and Time - Date when the call was initiated in the mm/dd/yyyy format, and Time (in Eastern Standard Time) when the call was initiated in hh:mm AM/PM format.
Duration - Total duration of the call in minutes and seconds.
Calling Number - Phone number that placed the call.
Direction - Indicates the direction of the call. Values are Inbound, Outbound, and All (both Inbound and Outbound).
Originating - For outbound calls, this is usually the name associated with the Calling Number, but can also display "FWD" to indicate when a call was forwarded to another number. For inbound calls, this is usually the location (city, state, and/or country) where the call was placed.
Dialed Number - The phone number that was dialed to place the call.
Destination - For outbound calls, this is either the name or location associated with the Calling Number. For inbound calls, this is usually the location (city, state, and/or country) where the call was placed, but can also display "FWD" to indicate when a call was forwarded to another number.
Internal - Values are Yes, No, and All (both Yes and No). 'Yes' indicates internal calls made between users within the Sky phone system. 'No' indicates all other (non-internal) calls.
NOTE: When exporting Usage Log data, the exported .csv file displays 16 data fields instead of the 8 data fields displayed on the Usage Log screen. For more information, see the Exporting Usage Logs section of this article.
Notable Usage Log Inclusions and Exclusions
Usage logs include calls that reach voicemail.
Usage logs include calls that did not ring a desk phone, but were forwarded to another phone number.
Usage logs do not include calls answered from a Ring Group.
When an internal caller dials into a queue, the call displays the answering agent in the "Destination" field.
When an external caller dials into a queue, the call displays the dialed main line phone number (and not the answering agent) in the "Destination" field.
Viewing Usage Logs
Decision Makers and account-level Phone Managers can view detailed usage logs for all of the phone numbers utilized by your account.
Log in to the Sky Account Portal with your username (typically your business email address) and user password.
Navigate to Organization > Usage > Usage Log.
Select the desired location from the drop-down menu above the toolbar.
Choose from the following options to select the length of time for your report:
Today
Yesterday
Last 7 Days
NOTE: To access data for time periods longer than the last 7 days, see the Exporting Usage Logs section below.
You can filter the view of the report in the following ways:
Type search criteria below any of the column headings or in the Search field.
Select values from the drop-down lists below the Direction and Internal column headings.
Exporting Usage Logs
Filter your view of usage log data in the following ways:
Select the desired location from the drop-down menu above the toolbar.
Type search criteria below most of the column headings or in the Search field.
Select values from the drop-down lists below the Direction and Internal column headings.
Click Export.
In the Export Call History dialog box that opens, click inside the From date and To date fields to select the desired range of dates. NOTE: The range of dates cannot exceed 60 days. To export reports for a time period of more than 60 days, export multiple reports in 60-day time increments, for example, March 1st to April 29th, then April 30th to June 28th, and so on.
Enter a name in the File name field, which defaults to Call History. Optionally, select the Charged calls only check box to export only calls with non-zero charges.
Click OK.
Follow the prompts to either open or save the .csv file to your computer. NOTE: Depending on how many rows there are to export, there may be a delay of up to several minutes before you are prompted to open or save the .csv file.
Open the .csv file, which displays the following 16 data fields:
Location - The account location.
Start of Call Date - The date when the call was initiated, displayed in the mm/dd/yyyy format.
Start of Call Time - The time (in Eastern Standard Time) when the call was initiated in hh:mm:ss 24-hour format.
Calling Number - Phone number that placed the call.
Call Direction - Indicates the direction of the call (INBOUND, OUTBOUND, INTERNAL, or FORWARD). Inbound and outbound indicate whether the subscriber placed or received the call. Internal indicates calls within an account. Forward indicates calls that were transferred.
Originating User - For outbound calls, this is usually the name associated with the Calling Number, but can also display "FWD" to indicate when a call was forwarded to another number. For inbound calls, this is usually the location (city, state, and/or country) where the call was placed.
Originating City - City where the call was placed. For US and Canadian locations, the CITY is listed (in upper-case text). For other international locations, the country abbreviation is listed. For toll-free calls, this field is left blank.
Originating State - State where the call was placed. For US and Canadian locations, the two-letter abbreviation for the state or province is listed. For other international locations, the country is listed. For toll-free calls, this field is left blank.
Dialed Number - The phone number dialed to place the call.
Destination User - For outbound calls, this is either the name or location associated with the Dialed Number. For inbound calls, this is usually the location (city, state, and/or country) where the call was placed, but can also display "FWD" to indicate when a call was forwarded to another number.
Destination City - City where the call was received. For US and Canadian locations, the CITY is listed (in upper-case text). For other international locations, the country is listed. For toll-free calls, this field is left blank.
Destination State - State where the call was received. For US and Canadian locations, the two-letter abbreviation for the state or province is listed. For other international locations, the country abbreviation is listed. For toll-free calls, this field is left blank.
Call Type - Indicates the type of call (DOMESTIC, INTERNATIONAL, or TOLLFREE).
Duration - Length of call expressed in minutes rounded to two decimal places.
Call Charge - Cost associated with the call in dollars and cents. Charges are normally incurred only for calls that are not included with the associated phone profile type, such as international calls and 900 numbers. Additionally, there are some phone numbers utilized by a customer's account that are not associated with a phone profile that can incur charges (see the Usage Without Services article).
Account Code - When applicable, the account code associated with the call. Note that some customers have Authorization Codes or Client Matter Codes setup for groups of users and/or certain types of calls.
When viewing data in the .csv file, use the following suggestions to make the data more useful:
Click and drag column separator lines to widen the columns.
Freeze the first row to view the column headings when scrolling through the file.
Sort the data by the desired column, for example, Calling Number, to obtain the desired view of your call detail records.
NOTE: You can also use the CDR Data Export API scripting feature to extract CDR (Call Detail Record) data generated by your Sky phone system. For more information, see the CDR Data Export article.
FAQs
Q: Why do I see several unusually formatted numbers that appear to be receiving a lot of calls? (These numbers are formatted like 000155xxxx and 000255xxxx.) A: Each account is assigned internal numbers for Conference, Voicemail deposit, and Voicemail retrieval. Accounts are also assigned internal "trigger numbers" for certain call flow components. These internal numbers are displayed in the Usage Log with an unusual format that may include zeros and x's. If you do not want to see these calls, set the Internal column's drop-down menu to "No" to exclude all internal calls.
Q:Can you export Usage logs for an individual phone number rather than all lines on the account? A: Yes. You can do this by entering the desired phone number in either the "Calling Number" box or the "Dialed Number" box. You can then click "Export" and export the usage data for that phone number.
Q: How long is Usage Log data available? A: Data that is older than 7 years is deleted from RingCentral's archives.
Limitations
The following limitation is associated with Usage Log reports:
When Exporting Usage Logs, the date range cannot exceed 60 days. To export reports for a time period of more than 60 days, export multiple reports in 60 day time increments, for example, March 1st to April 29th, then April 30th to June 28th, and so on.
