Microsoft Teams PSTN usage report

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  Microsoft Teams

The Teams PSTN (Public Switched Telephone Network) and SMS usage report in the Microsoft Teams admin center gives you an overview of calling and audio conferencing activity in your organization. You can view detailed calling activity for Calling Plans if you use Microsoft as your telephony carrier and for Direct Routing if you use your own telephony carrier.

The Calling Plans tab shows information including the number of minutes that users spent in inbound and outbound PSTN calls and the cost of these calls. The Direct Routing tab shows you information including the SIP address and call start and end times. Use the information in this report to gain insight into PSTN usage in your organization and help you to investigate, plan, and make business decisions.

Note

If you have a Telstra or Softbank calling plan, you will not see any call detail records in the PSTN usage report. Please contact Telstra or Softbank for your reporting needs.

View the PSTN usage report

1. In the left navigation of the Microsoft Teams admin center, click Analytics & reports > Usage reports. On the View reports tab, under Report, select PSTN and SMS (preview) usage.
2. Under Date range, select a predefined range of 7 or 28 days, or set a custom range, and then select Run report.

Interpret the report

Calling Plans

Callout	Description
1	The report can be viewed for trends over the last 7 days, 28 days, or a custom date range that you set.
2	Each report has a date for when it was generated. The reports usually reflect a 24 to 48 hour latency from time of activity.
3	The X axis is the selected date range for the specific report. The Y axis is the total number of calls over the selected time period. Hover over the dot on a given date to see the total calls on that date.
4	The table gives you a breakdown of PSTN usage per call. Time stamp (UTC) is the time the call started. Display name is the display name of the user. You can click the display name to go to the user's setting page in the Microsoft Teams admin center. Username is the user's sign-in name. Phone number is the number that received the call for inbound calls or the number dialed for outbound calls. Call type is whether the call was a PSTN outbound or inbound call and the type of call such as a call placed by a user or an audio conference. The calls types you may see include: Teams user call types user_in - the user received an inbound PSTN call user_out - the user placed an outbound PSTN call user_out_conf - the user added two or more PSTN participants to the call such as a three-way conference call user_out_transfer - the user transferred the call to a PSTN number user_out_forwarding - the user forwarded the call to a PSTN number conf_in - an inbound call to the Audio Conferencing bridge conf_out - an outbound call from the Audio Conferencing bridge usually to add a PSTN number to the conference unassigned_in - an inbound PSTN call via Calling Plan to an unassigned number Teams bots call types ucap_in - an inbound PSTN call to Teams bot such as auto attendant or call queue ucap_out - an outbound PSTN call from a Teams bot such as auto attendant or call queue Called to is the number dialed. To country or region is the country or region dialed. Called from is the number that placed the call. From country or region is the country or region from where the call was placed. Charge is the amount of money or cost of the call that's charged to your account. Currency is the type of currency used to calculate the cost of the call. Duration is how long the call was connected. Domestic/International tells you whether the call was domestic (within a country or region) or international (outside a country or region) based on the user's location. Call ID is the call ID for a call. It's an identifier for the call you can use when calling Microsoft Support. Number type is the user's phone number type, such as a service of toll-free number. Country or region is the usage location. Conference ID is the conference ID of the audio conference. Capability is the license used for the call. The license types you may see include: MCOEV or MCOEV_VIRTUALUSER or MCOEV_VIRTUALUSER_GOV - Voice Applications such as Auto-Attendant or Call Queues FREECALL - In the event of a technical issue that prevents us from pricing a call, the call is provided for free and will appear with this capability MCOPSTN1 - Domestic Calling Plan (3000 min US / 1200 min EU plans) MCOPSTN2 - International Calling Plan MCOPSTN5 - Domestic Calling Plan (120 min calling plan) MCOPSTN6 - Domestic Calling Plan (240 min calling plan) MCOPSTN8 - Domestic Calling Plan 120 min per user (not pooled across users like the other calling plans are) MCOPSTN9 - International Calling Plan MCOPSTNCAP - Common Area Phone MCOPSTNPP - Communications Credits MCOMEETADD - Audio Conferencing MCOMEETADD_DIALOUT_US - Audio Conferencing US and Canada dial-out plan MCOMEETADD_CN_GLOBAL - Audio Conferencing for non-China users MCOMEETADD_TATA - Tata Communications Connections MCOMEETACPEA - Audio Conferencing Pay-Per-Minute MCOMEETACPEA_GOV - Audio Conferencing Pay-Per-Minute for Government To see the information that you want in the table, make sure to add the columns to the table.
5	Select Edit columns to add or remove columns in the table.
6	Select Filter to filter the report by username or call type.
7	Select Full screen to view the report in full screen mode.
8	You can export the report to a CSV file for offline analysis. Click Export to Excel, and then on the Downloads tab, click Download to download the report when it's ready.

Direct Routing

Callout	Description
1	The report can be viewed for trends over the last 7 days or 28 days.
2	Each report has a date for when it was generated. The reports usually reflect a 24 to 48 hour latency from time of activity.
3	The X axis is the selected date range for the specific report. The Y axis is the total number of calls over the selected time period. Hover over the dot on a given date to see the total calls on that date.
4	The table gives you a breakdown of PSTN usage per call. Time stamp (UTC) is the time the call started. Display name is the display name of the user. You can click the display name to go to the user's settings page in the Microsoft Teams admin center. The name can also be the name of a bot, for example the Call Queue or Cloud Auto Attendant. SIP address is the SIP address of the user or a bot who received or made the call. Caller number is the number of the user or the bot who made the call. Callee number is the number of the user or the bot who received the call. On an inbound call to a Teams user it will be the Teams user, on an outbound call from a Teams user it will be the PSTN User. Call type is whether the call was a PSTN outbound or inbound call and the type of call such as a call placed by a user or an audio conference. The call types you may see include: Teams user call types dr_in - the user received an inbound PSTN call dr_out - the user placed an outbound PSTN call dr_out_user_conf - the user added a PSTN participant to the call dr_out_user_forwarding - the user forwarded the call to a PSTN number dr_out_user_transfer - the user transferred the call to a PSTN number dr_emergency_out - the user made an emergency call dr_unassigned_in - an inbound PSTN call via Direct Routing to an unassigned number Teams bots call types dr_in_bot - an inbound PSTN call to a Teams bot such as auto attendant or call queue dr_out_bot - an outbound PSTN call from a Teams bot such as auto attendant or call queue Called to is the number of the user who received the call. Start time (UTC) is the time when the SIP proxy received the final answer (SIP Message "200 OK") from the SBC on an outbound call (Teams/Bot to a PSTN User), or after the SIP Proxy send the Invite to the next hop within the Teams backend on an inbound call (PSTN User to a Teams/Bot). Invite time (UTC) is the time when the initial Invite was sent on an outbound call from a Teams user or bot call to the SBC, or received on an inbound call to a Teams or bot call by the SIP Proxy component of Direct Routing from the SBC. Failure time (UTC) is the time the call failed. For failed calls only. Final SIP Code, Final Microsoft Subcode, and Final SIP Phrase provide the reasons why the call failed and can help with troubleshooting. End time (UTC) is the time the call ended (for successful calls only). Duration is how long the call was connected, from invite to the call end or failure. For call forwarding, duration includes ringing in the Call Queue. Number type is the user's phone number type, such as a service of toll-free number. Media bypass indicates whether the trunk was enabled for media bypass. SBC FQDN is the fully qualified domain name (FQDN) of the Session Border Controller (SBC). Azure region for Media is the data center that was used as media path in a non-bypass call. Azure region for Signaling is the data center that was used for signaling for both bypass and non-bypass calls. Event type is the event type of the call. You'll see Success for successful calls and Attempt for failed calls. Final SIP code is the code with which the call ended. Final Microsoft subcode is a code that indicates specific actions that occurred. Final SIP phrase is the description of the SIP code and Microsoft subcode. Correlation ID is a unique identifier for the call that you can use when calling Microsoft Support. Shared Correlation ID is only visible in the downloadable CSV file and does not exist in the portal. The shared correlation ID exists in at least two calls which are related. Please see detailed description below. To see the information that you want in the table, make sure to add the columns to the table.
5	Select Edit columns to add or remove columns in the table.
6	Select Full screen to view the report in full screen mode.
7	Select Export to Excel to download the data in a comma separated file (CSV) for offline analysis or to use it as input for your billing system.

Caller/Callee fields considerations

Depending on the call direction, the Caller or Callee names can contain non-E164 numbers.

These fields can come from the customer SBC(s). There are three formats that the SBC can send to Direct Routing: E.164 numbers, non-E.164 numbers, and strings.

• E.164 phone number from a user who has an E.164 number to a user who also has an E.164 number.
• Call from a non-E.164 number. A user from a third-party PBX interconnected with Direct Routing makes a call to a Teams user. In this case, the caller number might be any non-E.164 number, for example +1001.
• A spammer calls and doesn't present a number, only a name, for example "Internal Revenue Service". This string will be shown in the reports.

Phone number obfuscation

Per-country/region privacy requirements include the obfuscation of the external (not owned by the customer) phone numbers. The three or four last digits of the phone number are replaced with asterisks (+123 456789***).

For incoming calls, the caller number is obfuscated, for outgoing calls, the callee number is obfuscated. Note that these rules apply to the PSTN and Direct Routing reports in Tenant Admin Center, data export, and the PSTN call logs available via Microsoft Graph. Phone number obfuscation rules in other reports, such as Call Analytics and Call Quality Dashboard, may differ.

The obfuscation is based on the organization's location (country/region). Full phone numbers are shown for the countries/regions that are not listed in the following table:

Country/Region	Number of obfuscation digits
BE – Belgium	3
CH – Switzerland	4
DE – Germany	3
DK – Denmark	3
ES – Spain	3
FI – Finland	3
FR – France	4
IT – Italy	3
NL – Netherlands	3
NO – Norway	3
SE – Sweden	3

About Shared Correlation ID

The Shared Correlation ID only exists in the exported Excel file that you download and indicates that two or more calls are related. The following explains the different scenarios, and when Shared Correlation ID is present.

1. PSTN User 1 on a PSTN endpoint called Teams User 1 on Teams client, call type Dr_In, correlation ID 57f28917-42k5-4c0c-9433-79734873f2ac, no shared correlation ID.
2. Teams User 1 on Teams client called PSTN User 1 on a PSTN endpoint, call type Dr_Out 2c12b8ca-62eb-4c48-b68d-e451f518ff4, no shared correlation ID.
3. PSTN User 1 on a PSTN endpoint called a Teams User 2 on Teams client, call type Dr_In f45e9a25-9f94-46e7-a457-84f5940efde9, shared correlation ID f45e9a25-9f94-46e7-a457-84f5940efde9.
4. Existing call 3 with correlation ID "f45e9a25-9f94-46e7-a457-84f5940efde9". PSTN User 1 in a call with Teams User 2. Teams User 2 transferred (blind or consultative) a call to Teams or PSTN User, call type Dr_Out_User_Transfer 45a1da7c-9e97-481a-8a05-3fe19a9a77e0, shared correlation ID f45e9a25-9f94-46e7-a457-84f5940efde9.

Data retention

Per-country regulatory requirements specify data retention of detailed call records. Per-country retention period in days is listed in the following table:

Country	PSTN Calling Plans	Direct Routing
CA – Canada	150	150
CH – Switzerland	365	365
DK – Denmark	365	365
FI – Finland	365	365
FR – France	365	365
IT – Italy	730	730
KR – South Korea	365	365
MX – Mexico	720	730
NL – Netherlands	180	180
NO – Norway	150	150
SE – Sweden	180	180
GB – Great Britain	450	450
All other countries	365	150

Note that these rules apply to the PSTN and Direct Routing reports in Tenant Admin Center, data export, and the PSTN and Direct Routing call logs available via Microsoft Graph. Data retention in other reports, such as Call Analytics and Call Quality Dashboard, may differ.

The retention period is based on the user's location (country). If the tenant administrator does not set a user's location, the default value for the location of a user is the location of the tenant.

Exporting the reports

Click Export to Excel, and then on the Downloads tab, click Download to download the report when it's ready. Export process can take from a few seconds to several minutes to complete, depending on the quantity of the data.

This exports data of all users and enables you to do simple sorting and filtering for further analysis. Exported files contain additional fields that are not available in the online report. These can be used for troubleshooting and automated workflows.

You'll receive a zip file named "Calls.Export.[identifier].zip", with the identifier being a unique ID for the export that can be used for troubleshooting.

If you have both Calling Plans and Direct Routing, the exported file may contain data for both products. PSTN usage report file will have filename "PSTN.calls.[UTC date].csv" and Direct Routing "DirectRouting.calls.[UTC date].csv".

In addition to PSTN and Direct Routing files, the archive contains file "parameters.json", with the selected export time range and capabilities.

Exported files are in Comma Separated Values (CSV) format, compliant with RFC 4180 standard. The files can be opened in Excel or any other standards-compliant editor without requiring any transformations.

The first row of the CSV contains column names. All dates are UTC and in ISO 8601 format.

Exported PSTN usage report

You can export data up to one year from the current date unless country/region-specific regulations prohibit retention of the data for 12 months.

#	Name	Data type (SQL Server)	Description
0	UsageId	uniqueidentifier	Unique call identifier
1	Call ID	nvarchar(64)	Call identifier. Not guaranteed to be unique
2	Conference ID	nvarchar(64)	ID of the audio conference
3	User Location	nvarchar(2)	Country code of the user, ISO 3166-1 alpha-2
4	Microsoft Entra ObjectId	uniqueidentifier	Calling user's ID in Microsoft Entra ID. This and other user info will be null/empty for bot call types (ucap_in, ucap_out)
5	UPN	nvarchar(128)	UserPrincipalName (sign-in name) in Microsoft Entra ID. This is usually the same as user's SIP Address, and can be same as user's e-mail address
6	User Display Name	nvarchar(128)	Display name of the user
7	Caller ID	nvarchar(128)	Number that received the call for inbound calls or the number dialed for outbound calls. E.164 format
8	Call Type	nvarchar(32)	Whether the call was a PSTN outbound or inbound call and the type of call such as a call placed by a user or an audio conference
9	Call Direction	nvarchar(32)	Whether the call was a PSTN outbound or inbound call
10	Number Type	nvarchar(16)	User's phone number type, such as a service of toll-free number
11	Domestic/International	nvarchar(16)	Whether the call was domestic (within a country or region) or international (outside a country or region) based on the user's location
12	Destination Dialed	nvarchar(64)	Country or region dialed
13	Destination Number	nvarchar(32)	Number dialed in E.164 format
14	External Country	nvarchar(16)	Two digits country code dialed
15	Start Time	datetimeoffset	Call start time
16	End Time	datetimeoffset	Call end time
17	Duration Seconds	int	How long the call was connected
18	Connection Fee	numeric(16, 2)	Connection fee price
19	Charge	numeric(16, 2)	Amount of money or cost of the call that is charged to your account
20	Currency	nvarchar(3)	Type of currency used to calculate the cost of the call (ISO 4217)
21	Capability	nvarchar(32)	The license used for the call
22	Operator	nvarchar(32)	Microsoft
23	Source of Call Duration	nvarchar(32)	Microsoft
24	Administrative Units	uniqueidentifier	Collection of administrative units associated to a call.

Exported Direct Routing usage report

You can export data up to five months (150 days) from the current date unless country/region-specific regulations prohibit retention of the data for that period.

#	Name	Data type (SQL Server)	Description
0	CorrelationId	uniqueidentifier	Call identifier. Multiple legs of the same call can share the same CorrelationId
1	Microsoft Entra ObjectId	uniqueidentifier	Calling user's ID in Microsoft Entra ID. This and other user info can be null/empty for bot call types
2	UPN	nvarchar(128)	UserPrincipalName (sign-in name, Microsoft Entra ID) of the user or bot that made or received the call. This is usually the same as user's SIP Address, and can be same as user's e-mail address
3	Display Name	nvarchar(128)	The name of a user or a calling bot (for example, Call Queue or Auto Attendant) as set in Microsoft 365 admin center
4	User country	nvarchar(2)	Country code of the user, ISO 3166-1 alpha-2
5	Invite time	datetimeoffset	When the initial Invite send on outbound from Teams user or bot call to the SBC, or received on inbound to Teams or bot call by the SIP Proxy component of Direct Routing from the SBC
6	Start time	datetimeoffset	Time when the SIP proxy received the final answer (SIP Message "200 OK") from the SBC on outbound (Teams/Bot to a PSTN User), or after the SIP Proxy send the Invite to the next hop within Teams backend on inbound call (PSTN User to a Teams/Bot). For failed and unanswered calls, this can be equal to invite or failure time
7	Failure time	datetimeoffset	Only exists for failed (not fully established) calls
8	End time	datetimeoffset	Only exists for successful (fully established) calls. Time when call ended
9	Duration (seconds)	int	Duration of the call, from invite to the call end or failure. For call forwarding, duration includes ringing in the Call Queue.
10	Success	nvarchar(3)	Yes/No. Success or attempt
11	Caller Number	nvarchar(32)	Number of the user or bot who made the call. On inbound to a Team user call it will be a PSTN User, on outbound from Teams user call it will be the Teams user number
12	Callee Number	nvarchar(32)	Number of the user or bot who received the call. On inbound to a Team user call it will be the Teams user, on outbound from Teams user call it will be the PSTN User
13	Call type	nvarchar(32)	Call type and direction
14	Call Direction	nvarchar(32)	Whether the call was a PSTN outbound or inbound call
15	Azure region for Media	nvarchar(8)	The datacenter used for media path in non-bypass call
16	Azure region for Signaling	nvarchar(8)	The datacenter used for signaling for both bypass and non-bypass calls
17	Final SIP code	int	The code with which the call ended, RFC 3261
18	Final Microsoft subcode	int	In addition to the SIP codes, Microsoft has own subcodes that indicate the specific issue
19	Final SIP Phrase	nvarchar(256)	Description of the SIP code and Microsoft subcode
20	SBC FQDN	nvarchar(64)	Fully qualified domain name of the session border controller
21	Media bypass	nvarchar(3)	Yes/No. Indicates if the trunk was enabled for media bypass or not
22	Shared correlation ID	uniqueidentifier	Indicates that two or more calls are related
23	Administrative Units	uniqueidentifier	Collection of administrative units associated to a call.
24	Transfer or Correlation ID	uniqueidentifier	Indicates CorrelationId from call between Transferee and Transferor

Related topics

• Teams analytics and reporting
• PSTN call report in Microsoft Graph
• Direct routing report in Microsoft Graph