Teams PSTN usage and Direct Routing health reports

See also

Sources

1. 1
   Microsoft also documents Direct Routing call type values in Byot form (ByotIn, ByotOut, ByotOutUserConf, ByotOutUserForwarding, ByotOutUserTransfer, ByotOutEmergency), and the Graph example returns callType ByotIn.

   Microsoft Teams PSTN usage report · Direct Routing callout 5, Call type list (Byot entries) · Checked 2026-10-14
2. 2
   Call Analytics helps only when Direct Routing calls reach Microsoft's internal components; for SBC pairing problems or rejected INVITEs such as a misconfigured trunk FQDN, the SBC logs must be used.

   Monitor Direct Routing · Monitor Call Quality Analytics dashboard and SBC logs, final paragraph · Checked 2026-10-14
3. 3
   Direct Routing caller and callee fields come from the customer SBC and may contain E.164 numbers, non-E.164 numbers such as PBX extensions, or plain strings such as a caller name.

   Microsoft Teams PSTN usage report · Direct Routing > Caller/Callee fields considerations · Checked 2026-10-14
4. 4
   Calling Plans calls to and from Teams bots such as auto attendants and call queues appear as ucap_in, ucap_out and ucap_out_conf, and user fields are empty for these bot call types in the export.

   Microsoft Teams PSTN usage report · Calling Plans callout 4 (Teams bots call types); Exported PSTN usage report row 4 · Checked 2026-10-14
5. 5
   In the exported PSTN usage schema, Caller ID (and Graph callerNumber) is defined as the number that received the call for inbound calls, or the number dialed for outbound calls.disputed

   Microsoft Teams PSTN usage report · Exported PSTN usage report table, row 7 Caller ID · Checked 2026-10-14
6. 6
   In the portal Calling Plans table, Caller ID is defined as the number that placed the call for inbound calls, or the number that received the call for outbound calls.disputed

   Microsoft Teams PSTN usage report · Interpret the report > Calling Plans, callout 4, Caller ID bullet · Checked 2026-10-14
7. 7
   In Calling Plans records the Call ID is not guaranteed to be unique; the unique per-row key is UsageId in the export, or id in Graph.

   Microsoft Teams PSTN usage report · Exported PSTN usage report table, rows 0 and 1 · Checked 2026-10-14
8. 8
   The Calling Plans tab of the Teams PSTN usage report groups PSTN calling records for both Calling Plans and Operator Connect.

   Microsoft Teams PSTN usage report · Introduction, second paragraph · Checked 2026-10-14
9. 9
   The Calling Plans user call types include user_in, user_out, user_out_conf, user_out_transfer, user_out_forwarding, conf_in, conf_out, unassigned_in, emergency_in, emergency_out, fmc_in and fmc_out.

   Microsoft Teams PSTN usage report · Interpret the report > Calling Plans, callout 4, Call type > Teams user call types · Checked 2026-10-14
10. 10
    In the Direct Routing export, multiple legs of the same call can share the same CorrelationId, so CorrelationId is not a unique row key.

    Microsoft Teams PSTN usage report · Exported Direct Routing usage report, row 0 CorrelationId · Checked 2026-10-14
11. 11
    The Direct Routing view's callout describes trends over the last 7 days or 28 days and, unlike the Calling Plans callout, does not mention a custom range.

    Microsoft Teams PSTN usage report · Interpret the report > Direct Routing, callout 1 · Checked 2026-10-14
12. 12
    Direct Routing Duration is measured from the INVITE to the call end or failure, so it includes setup and ringing time, and for forwarded calls it includes ringing in the call queue.

    Microsoft Teams PSTN usage report · Direct Routing callout 5, Duration; export row 9 · Checked 2026-10-14
13. 13
    Because Direct Routing Duration starts at the INVITE, it will usually be longer than the carrier's billed (answer-to-release) duration, and it should not be reconciled one-to-one against carrier invoices.inferred

    Microsoft Teams PSTN usage report · Direct Routing callout 5, Duration; export row 9 · Checked 2026-10-14
14. 14
    In Direct Routing records, Failure time exists only for calls that were not fully established, and End time exists only for successful calls.

    Microsoft Teams PSTN usage report · Exported Direct Routing usage report, rows 7 and 8 · Checked 2026-10-14
15. 15
    The Direct Routing Media bypass column indicates whether the trunk was enabled for media bypass, not whether media actually bypassed on that call.

    Microsoft Teams PSTN usage report · Direct Routing callout 5, Media bypass; export row 21 · Checked 2026-10-14
16. 16
    Direct Routing Start time is when the SIP Proxy received the 200 OK from the SBC (outbound), or when it sent the INVITE to the next Teams hop (inbound); for failed or unanswered calls it can equal the invite or failure time.

    Microsoft Teams PSTN usage report · Direct Routing callout 5, Start time (UTC); export row 6 · Checked 2026-10-14
17. 17
    The Direct Routing tab of the PSTN usage report shows per-call start and end times, SIP address and a SIP call flow for diagnosing issues between the customer SBC and the Microsoft SIP Proxy.

    Microsoft Teams PSTN usage report · Introduction, second paragraph · Checked 2026-10-14
18. 18
    Direct Routing user call types include dr_in, dr_out, dr_out_user_conf, dr_out_user_forwarding, dr_out_user_transfer, dr_emergency_out and dr_unassigned_in, and bot calls appear as dr_in_bot and dr_out_bot.

    Microsoft Teams PSTN usage report · Interpret the report > Direct Routing, callout 5, Call type · Checked 2026-10-14
19. 19
    Calling Plans (PSTN) usage data can be exported for up to one year from the current date, unless country-specific rules prohibit 12-month retention.

    Microsoft Teams PSTN usage report · Exporting the reports > Exported PSTN usage report, first paragraph · Checked 2026-10-14
20. 20
    Direct Routing usage data can be exported for up to five months (150 days) from the current date, unless country-specific rules prohibit that retention.

    Microsoft Teams PSTN usage report · Exporting the reports > Exported Direct Routing usage report, first paragraph · Checked 2026-10-14
21. 21
    Exported PSTN and Direct Routing usage files are RFC 4180 CSV with column names in the first row, and all dates in them are UTC in ISO 8601 format.

    Microsoft Teams PSTN usage report · Exporting the reports, final two paragraphs · Checked 2026-10-14
22. 22
    A Calling Plans call that Microsoft could not price because of a technical issue is provided free and appears with the capability FREECALL.

    Microsoft Teams PSTN usage report · Calling Plans callout 4, Capability > FREECALL · Checked 2026-10-14
23. 23
    Global reader can open Teams admin center reports but only sees tenant-level aggregate data, without per-user or per-team data.

    Microsoft Teams analytics and reporting · How to access the reports, role list · Checked 2026-10-14
24. 24
    The Direct Routing PSTN usage report is listed as available in Public, GCC, GCCH and DoD clouds, while the Calling Plans PSTN usage report is listed only for Public and GCC.

    Microsoft Teams analytics and reporting · Teams reporting reference table, rows 'Teams PSTN usage report - Calling Plans' and '- Direct Routing' · Checked 2026-10-14
25. 25
    The Graph getPstnCalls and getDirectRoutingCalls functions support only application permission CallRecords.Read.All; delegated permissions are not supported.

    callRecord: getPstnCalls - Microsoft Graph v1.0 · Permissions table · Checked 2026-10-14
26. 26
    The Graph beta getDirectRoutingCalls example returns fields not in the v1.0 resource, namely userCountryCode, otherPartyCountryCode, transferorCorrelationId and administrativeUnitInfos.

    callRecord: getDirectRoutingCalls - Microsoft Graph beta · Example > Response body · Checked 2026-10-14
27. 27
    In Graph directRoutingLogRow, the Microsoft subcode is exposed as callEndSubReason, alongside finalSipCode and finalSipCodePhrase.

    directRoutingLogRow resource type - Microsoft Graph v1.0 · Properties table, callEndSubReason / finalSipCode / finalSipCodePhrase · Checked 2026-10-14
28. 28
    For getDirectRoutingCalls, fromDateTime is UTC inclusive and based on call start time, while toDateTime is UTC exclusive; the v1.0 page states no maximum date range.

    callRecord: getDirectRoutingCalls - Microsoft Graph v1.0 · Function parameters table · Checked 2026-10-14
29. 29
    pstnCallLogRow.callDurationSource is operator when an Operator Connect operator supplied the call duration, and microsoft otherwise.

    pstnCallLogRow resource type - Microsoft Graph v1.0 · Properties table, callDurationSource · Checked 2026-10-14
30. 30
    When a date range contains more than 1,000 entries, both functions return an @odata.nextLink for the next page, and the last page has no nextLink.

    callRecord: getPstnCalls - Microsoft Graph v1.0 · Response section · Checked 2026-10-14
31. 31
    For getPstnCalls, fromDateTime and toDateTime are UTC and inclusive, filter on call start time, and may span at most 90 days per request.

    callRecord: getPstnCalls - Microsoft Graph v1.0 · Function parameters table and Important note · Checked 2026-10-14
32. 32
    The id of a Graph pstnCallLogRow or directRoutingLogRow cannot be used to retrieve a callRecord object, because these logs may reflect only part of a larger call or meeting.

    pstnCallLogRow resource type - Microsoft Graph v1.0 · Introduction, second paragraph · Checked 2026-10-14
33. 33
    Concurrent calls capacity compares the calls Direct Routing sent or received through an SBC against its -MaxConcurrentSessions value, and it does not reflect the SBC's actual concurrency when the SBC also serves other PBXs.

    Health dashboard for Direct Routing · The SBCs tab > Concurrent calls capacity · Checked 2026-10-14
34. 34
    The Direct Routing health dashboard is in the Teams admin center under Voice > Direct Routing, not under Analytics & reports.

    Health dashboard for Direct Routing · View the health dashboard for Direct Routing · Checked 2026-10-14
35. 35
    The health dashboard computes network effectiveness ratio as 100 x (answered calls + user busy + ring no answer + terminal reject seizures) / total calls, so busy, unanswered and rejected calls count as successful delivery.

    Health dashboard for Direct Routing · The SBCs tab > Network effectiveness · Checked 2026-10-14
36. 36
    The dashboard shows how many calls each metric was calculated from, and Microsoft warns that with fewer than 100 calls a low NER might still be normal.

    Health dashboard for Direct Routing · The SBCs tab > Network effectiveness, paragraph 4 · Checked 2026-10-14
37. 37
    The per-SBC detail view shows jitter, packet loss and latency measured from the Direct Routing interface to the SBC, and can be sliced by days and by call direction.

    Health dashboard for Direct Routing · Detailed information for each SBC > Network parameters · Checked 2026-10-14
38. 38
    The SIP options status values are Active, 'Warning, no SIP options' (the SBC was created but options were never seen) and 'Warning, SIP Messages aren't configured' (options monitoring is not enabled).

    Health dashboard for Direct Routing · The SBCs tab > SIP options status, value list · Checked 2026-10-14
39. 39
    The health dashboard reports TLS connectivity status between Direct Routing and the SBC and warns when the SBC certificate expires within 30 days.

    Health dashboard for Direct Routing · The SBCs tab > TLS connectivity status · Checked 2026-10-14
40. 40
    Teams PSTN usage reports usually reflect a 24 to 48 hour latency from the time of the call activity.

    Microsoft Teams PSTN usage report · Interpret the report > Calling Plans callout 2 and Direct Routing callout 2 · Checked 2026-10-14
41. 41
    The PSTN usage report is opened in the Teams admin center under Analytics & reports > Usage reports > View reports, by selecting the report labelled PSTN and SMS (preview) usage.

    Microsoft Teams PSTN usage report · View the PSTN usage report, step 1 · Checked 2026-10-14
42. 42
    For organizations in listed countries, the last three or four digits of external (non-customer-owned) numbers are replaced with asterisks: the caller number on incoming calls and the callee number on outgoing calls.

    Microsoft Teams PSTN usage report · Direct Routing > Phone number obfuscation, paragraphs 1-3 · Checked 2026-10-14
43. 43
    The obfuscation rules apply to the admin center PSTN and Direct Routing reports, data export and the PSTN call logs in Microsoft Graph, while Call Analytics and Call Quality Dashboard may use different rules.

    Microsoft Teams PSTN usage report · Phone number obfuscation, paragraph 2 · Checked 2026-10-14
44. 44
    Direct Routing treats an SBC as healthy for routing only if it sent SIP OPTIONS within the last three minutes (three one-minute intervals); otherwise the SBC is demoted in the route.

    Monitor Direct Routing · Monitoring availability of Session Border Controllers using SIP options messages, paragraphs 5-7 · Checked 2026-10-14
45. 45
    A demoted SBC is tried last rather than excluded: other healthy SBCs in the route are tried first, and the demoted SBC is tried again before a failure is generated.

    Monitor Direct Routing · Monitoring availability ... SIP options messages, paragraphs 8-9 · Checked 2026-10-14
46. 46
    CQD Power BI reports, including the QER templates, require interactive OAuth with a user account; service principals and managed identities are not supported for CQD API access or refresh.

    Use Power BI to analyze CQD data for Microsoft Teams · Final Important note · Checked 2026-10-14
47. 47
    The QER PS.pbit Power BI template for Teams Phone includes Direct Routing reports (SBC Overview, SBC Details, User Details by SBC) and Phone System PSTN reports.

    Use Power BI to analyze CQD data for Microsoft Teams · Templates table, row QER PS.pbit · Checked 2026-10-14
48. 48
    The retention period is chosen by the user's usage location (country); if an admin has not set a user's location, the tenant's location is used.

    Microsoft Teams PSTN usage report · Direct Routing > Data retention, final paragraph · Checked 2026-10-14
49. 49
    For countries not listed in Microsoft's table, detailed call records are retained 365 days for PSTN Calling Plans and 150 days for Direct Routing.

    Microsoft Teams PSTN usage report · Direct Routing > Data retention table, row 'All other countries' · Checked 2026-10-14
50. 50
    Retention for both Calling Plans and Direct Routing records is 450 days for the United Kingdom and 730 days for Italy and Mexico.

    Microsoft Teams PSTN usage report · Direct Routing > Data retention table, rows UK, IT, MX · Checked 2026-10-14
51. 51
    Shared Correlation ID, which links two or more related Direct Routing calls, exists only in the downloaded CSV export and is not shown in the portal.

    Microsoft Teams PSTN usage report · Direct Routing callout 5, Shared Correlation ID; About Shared Correlation ID · Checked 2026-10-14
52. 52
    When a Teams user transfers an inbound Direct Routing call, the dr_out_user_transfer leg gets its own correlation ID but carries a Shared Correlation ID equal to the original inbound leg's correlation ID.

    Microsoft Teams PSTN usage report · About Shared Correlation ID, scenarios 3 and 4 · Checked 2026-10-14
53. 53
    The SIP call flow ladder for a call opens from the Direct Routing tab of the PSTN usage report, via the SIP call flow action or by selecting that call's Final SIP code value.

    SIP call flow for Direct Routing in Microsoft Teams · Access SIP call flow, steps 5-6 · Checked 2026-10-14
54. 54
    SIP call flow data can take up to 30 minutes to appear in the Teams admin center, and calls older than 30 days have no SIP call flow available.

    SIP call flow for Direct Routing in Microsoft Teams · Access SIP call flow, Note · Checked 2026-10-14
55. 55
    Opening the SIP call flow requires the Teams Administrator or Teams Telephony Administrator role.

    SIP call flow for Direct Routing in Microsoft Teams · Prerequisites · Checked 2026-10-14
56. 56
    A Direct Routing Microsoft response code beginning with 560 means the SBC generated the final SIP response, and the last three digits are that SIP code (for example 560403 means 403 from the SBC).

    Microsoft and SIP response codes · Direct Routing error codes, first bullet · Checked 2026-10-14
57. 57
    Microsoft's guidance on interpreting SIP response codes and Microsoft subcodes applies to Direct Routing PSTN calls, not to Calling Plan or Operator Connect deployments.

    Microsoft and SIP response codes · Top Note box · Checked 2026-10-14
58. 58
    A Direct Routing Microsoft response code that does not begin with 560 means a Microsoft service generated the final SIP response.

    Microsoft and SIP response codes · Direct Routing error codes, second bullet · Checked 2026-10-14
59. 59
    The Teams Telephony Administrator role includes access to the PSTN usage reports in the Teams admin center, and the Teams Administrator role can access all reports there.

    Use Microsoft Teams administrator roles to manage Teams · Teams roles and capabilities table, rows Teams Administrator and Teams Telephony Administrator · Checked 2026-10-14
60. 60
    Tenants on a Telstra calling plan see no call detail records in the Teams PSTN usage report and must contact Telstra for reporting.

    Microsoft Teams PSTN usage report · Introduction, Note box · Checked 2026-10-14

Documents

Cite this page

WarmTransfer. (2026, October 14). Teams PSTN usage and Direct Routing health reports. WarmTransfer. https://warmtransfer.net/knowledge/teams-pstn-usage-reports

@misc{warmtransfer-teams-pstn-usage-reports,
  title  = {Teams PSTN usage and Direct Routing health reports},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/teams-pstn-usage-reports},
  note   = {Verified 2026-10-14}
}