Applies to: Exchange Online
Topic Last Modified: 2013-02-22
To view detailed information about calls handled by the Exchange servers on a specific day, export the call data for that day from the Call Statistics report. Daily call data, which is available for the past 90 days, can help you diagnose problems with audio quality or rejected calls, and provide information for audits or reports on Exchange servers in your organization.
For additional tasks related to UM reporting, see UM Reports Procedures.
Use the EAC to export daily UM call records
- In the EAC, navigate to Unified messaging > More
options > Call statistics.
- Under Show, click Daily (90 days), and then
choose the UM dial plan or UM IP gateway, or both, if you want. The
report automatically updates as you choose options.
- Select the day for which you want to export call records, and
then click Export day.
- In the File Download confirmation box, click Open
The exported file will be named um_cdr_YYYY-MM-DD.csv, where YYYY-MM-DD is the year, month, and day the report was run.
Note: On the report page, you can download a Microsoft Excel template that you can use to import the .csv file for a specific day.
- Use an application such as Excel to process the .csv file and
build your own custom reports.
Interpret UM call data
The UM call data that you export includes the following detailed information about each call that UM handled on that day.
|In the Call Statistics report, the days are in UTC time.|
- CallStartTime The date and time that UM
handled the call, in UTC. The UTC time and date is represented in
the following format: YYYY-MM-DD hh:mm:SSZ, where
YYYY = year, MM = month,
DD = day, hh = hour, in 24-hour
time, mm = minutes, ss = seconds. Z
signifies Zulu, which is a way to denote UTC (like
+hh:mm or -hh:mm, which gives the time
offset from UTC). Because all call times in this report are in UTC
time, this will always be Z.
For example, for a call placed on June 23, 2013 at 2:23pm, the call start time is shown as 2013-06-23 14:23:11Z.
- Call Type The type of call:
- Call Answering Voice Message The call
wasn't answered and was forwarded to the Exchange servers, and the
caller left a voice message.
- Call Answering Missed Call The call
wasn't answered and was forwarded to the Exchange servers, and the
caller didn't leave a voice message.
- Subscriber Access A call was made to
the subscriber access number. The caller signed in and was
authenticated to UM with their extension and password to access
email messages, calendars, and voice messages over the phone.
- Auto Attendant The call was answered by
a UM auto attendant. These calls are typically calls in which the
caller dialed your organization’s main phone number.
- Fax A call was received in which a fax
tone was detected. If you’ve configured fax partners, this call was
sent to the fax partner.
- PlayOnPhone A call was placed by UM
because the user clicked the Play on Phone button in a voice
message in either Microsoft Outlook Web App or Outlook.
- Find Me An outbound call was placed by
UM as a result of a Find Me rule in a call answering rule.
- Unauthenticated Pilot Number A call was
placed to the Outlook Voice Access number. The caller didn't sign
in and wasn't authenticated.
- Greetings Recording A call was placed
by UM to record personal greetings for a user.
- None A call was placed but the type
- Call Answering Voice Message The call wasn't answered and was forwarded to the Exchange servers, and the caller left a voice message.
- CallIdentity The SIP call identity, as provided by the
UM IP gateway.
- ParentCallIdentity The SIP Session Identity of the
session that originated this call. This box is used when using the
Call Answering Rules Find Me feature or call transfer calls,
including call transfers between UM auto attendants.
- UMServerName The name of the Mailbox server handling the
call, if any. This information is provided only when you have an
on-premises Mailbox server.
- DialPlanName The UM dial plan that handled the call.
- Call Duration The total duration of the call.
- IPGatewayAddress The fully qualified domain name (FQDN)
of the IP gateway that handled the call.
- CalledPhoneNumber The phone number or SIP address of the
intended recipient of the call (for users in SIP dial plans with
Microsoft Office Communications Server 2007 R2 or Microsoft Lync
- CallerPhoneNumber The phone number or SIP address of the
- OfferResult The status of the call:
- Answer UM successfully answered or
placed a call. The call was neither transferred nor redirected.
These calls include completed calls to Outlook Voice Access, Play
on Phone, or UM auto attendants, and calls that UM handled when the
called extension didn't answer the phone.
- Failed UM accepted or placed a call,
but the call failed. These calls include calls where the called
number or address is busy, doesn't answer, or doesn't exist; where
the caller hung up before the call was connected; where the UM dial
plan or UM mailbox policy settings prevented the call; or where the
VoIP gateway or IP PBX on your telephone system couldn't be
- Rejected UM rejected the call, usually
because of a configuration error. These calls include calls where
the UM IP gateway isn't associated with a UM dial plan, or where
there are incompatibility issues.
- Redirected UM accepted the call, but
redirected it to another Mailbox server. These calls include calls
where the caller used the UM menu to call a contact in the
directory or personal contacts, or where the caller called an
Outlook Voice Access number using a phone number that isn't
associated with the user’s mailbox. In these cases, UM transfers
the call to the Exchange server that’s associated with that user’s
- None The call status is unknown.
- Answer UM successfully answered or placed a call. The call was neither transferred nor redirected. These calls include completed calls to Outlook Voice Access, Play on Phone, or UM auto attendants, and calls that UM handled when the called extension didn't answer the phone.
- DropCallReason The reason the call was disconnected, if
UM was able to determine the reason. For example, if the caller
hung up, this shows Graceful Hangup.
- ReasonForCall How the call was connected:
- Direct The caller dialed the called
- DivertForward The caller dialed a
number, and the person being called redirected the call to UM voice
- DivertBusy The caller dialed a number,
and the phone was busy, so the call was redirected to UM voice
- DivertNoAnswer The caller dialed a number, and
the person didn't answer, so the call was redirected to UM voice
- Outbound The call was placed by UM, for
example, to play a voice message using Play on Phone.
- None No reason was reported for the
- Direct The caller dialed the called number directly.
- DialedString The address or phone number of the person
to whom this call was either referred or transferred. This value
also refers to the address or phone number called for Play on Phone
- CallerMailboxAlias The mailbox alias (the portion of the
email address that precedes the @ symbol) of the caller. This
value is only available if the caller signed in to Outlook Voice
- CallerMailboxAlias The mailbox alias of the intended
recipient of the call, if the intended recipient is a UM-enabled
- Auto Attendant Name The name of the auto attendant
related to this call.
- NMOS Score The Network Mean Opinion Score (NMOS) for the
call. The NMOS indicates how good the audio quality was on the call
as a number on a scale from 1 to 5, with 5 being
Note: Note The maximum NMOS possible for a call depends on the audio codec being used. The NMOS may not be available for very short calls that are less than 10 seconds long.
- NMOSDegradation The amount of audio degradation of the
NMOS from the top value possible for the audio codec being used.
For example, if the NMOS degradation value for a call was 1.2
and the NMOS reported for the call was 3.3, the maximum NMOS for
that particular call would be 4.5 (1.2 + 3.3).
- NMOSDegradation Jitter The total NMOS degradation due to
- NMOSDegradation PacketLoss The total NMOS degradation
because of packet loss.
- Jitter The average variation in the arrival of data
packets for the call.
- PacketLoss The average percentage of data packet loss
for the selected call. Packet loss is an indication of the
reliability of the connection.
- Round Trip The average round trip, in milliseconds, for
audio on the selected call. The round-trip score measures latency
on the connection.
- BurstDensity The percentage of packets lost and
discarded within a burst (high loss rate) period.
- Burst Gap duration The average duration of packet loss
during bursts of losses for the selected call.
- Audio Codec The audio codec used during the call.