Missing call records for PSTN/Direct Route records

Brett le Roux 0

We are seeing call IDs in the PSTN/DR records that we can't find in the call data records.
Does anyone else have this problem?
All data obtained via MS Graph API.

Prasad-MSFT 5,986 Reputation points Microsoft Vendor

2024-06-28T06:30:49.0966667+00:00

Could you please provide more details on your issue? Which API are you using to get PSTN/DR records and how are you comparing them with call data records?
Any screenshot or recording differentiating both along with repro steps would be really helpful to investigate further.
JimmyYang-MSFT 50,026 Reputation points Microsoft Vendor

2024-06-28T07:35:59.52+00:00

Hi @Brett le Roux Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. According to your description, your question is related to Teams API development. So I will also add Teams development tag to your thread. Thanks for your understanding!
Brett le Roux 0 Reputation points

2024-06-28T07:40:15.05+00:00

Apologies for the brevity. When I tried to put more initially but my message got deleted due to Code of Conduct violations.
Access to MS Graph is via .Net SDK. using V1.0 endpoint (ie not Beta).

Call data is obtained via MS Graph Subscription notifications and then CallRecords[CallId].Get
for near real-time. Also use the CallRecords.Get method a few times a day to find any calls which may have been missed via the subscription notifications (we recover around 2% missing calls in this way)
PSTN data is obtained via CallRecords.MicrosoftGraphCallRecordsGetPstnCallsWithFromDateTimeWithToDateTime (similar method for D.R.)

Issue: We report against multiple Azure tenants. Across all of them we have many PSTN/DR records which have Call Ids but we have no record of the call in the Call data. Even trying to obtain the call via the CallRecords method returns "Invalid call/Not found" error with the usual 30 day max period message. We have attempted to pull calls between 1 and 10 days of age in case of some delayed processing but none of them come back with results. We tried to find a pattern i.e. cancelled calls, dropped calls etc but found no pattern wrt end of call reasons, in/out bound directions, answerer/not answered calls etc. Eg we have very similar PSTN records for the same day for the same extensions and close reasons, one will have a call record, the other won't even though both report CallIDs in the data. Pulling a stats query indicates around 20% of calls are missing across all dimensions across all tenants.
We have also looked at time matching in case the Id's differ for some reason, but we have PSTN/DR records with no Call records at all covering the same time periods.

Eg:

The above 2 records show calls for the same inbound Auto Attendant. Both calls lasted more than 30 seconds. Both have CallID values. We have a CallRecord for the second one :

but if we try to obtain the call record for the first we get:
"Could not find the requested call record. Records about calls or online meetings that started more than 30 days ago are not available."
Both of these calls were from yesterday as per the date of this post.

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Missing call records for PSTN/Direct Route records