For details on how Record Collection and storage work, see PSTN Call Records - How it Works & Use Cases
The PSTN usage report provides a summary of user call activity and, as of version 10.6 (preview March 2026), offers insights into recommended plans based on incoming/outgoing calls.
How Utilization is Calculated
- CDRs are calculated for Voice-Enabled Teams Accounts with an assigned phone number or Shared Calling Policy.
- Only currently assigned numbers are considered - When a user changes phone numbers, only usage on their current number is counted. This prevents false data, like a reassigned number appearing busy due to previous calls by another user.
Known Limitations with Queues, Auto Attendants & Shared Calling
- Only the first leg of the call record is considered. For example, a user who answers a call from a transfer from an auto-attendant or places a call on behalf of a Call Queue does not factor into their usage.
- Calls placed/received to/from the queue or auto-attendant are associated with the resource account.
- Shared Calling users have only outbound calls considered. Inbound calls are tabulated against the Resource account answering the call (Auto Attendant or Call Queue). All Shared Calling users will always show 0 incoming calls, since incoming calls first route through an AA or Queue.
How Monthly Usage is Calculated
User must have a call older than 30 days for Monthly usage insights to be populated for UPNs with Enterprise Voice Enabled.
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Example 1 - Oldest call from user is 120 days ago, total calls/minutes are divided by 4 to get the monthly (30-day) average.
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Example 2 - User only has a call from last week. Monthly averages cannot be calculated.*
How Recommended Plans Are Calculated (Coming Soon!)
Recommended Plans are based on Monthly PSTN Utilization Thresholds & Decision Matrix
Known Limitations with Recommendations for Operator Connect & Direct Routing
With Operator Connect or Direct Routing Numbers, the platform does not have visibility into the type of plan assigned (Bundle or Per-Minute) to the account, but can still propose certain changes, namely:
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Accounts with Shared Calling with high outgoing calls should upgrade to a Bundle.
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Accounts with a dedicated number and low outgoing and low incoming downgrade to Shared Calling
Known Limitations with Single or Multi-tenant
Single Tenant: In a single-tenant environment, historical call records are limited to a maximum of 500k records. Once this limit is reached, older records are automatically deleted to make room for new records.
Multi-Tenant: In a multi-tenant environment, the total combined limit remains 500k records and is distributed across tenants based on the number of configured tenants:
- 1 tenant: 500k records
- 2-10 tenants: 50k records per tenant
- 11-20 tenants: 25k records per tenant
When the allocated limit for a tenant is reached, older records for that tenant are automatically removed as new records are ingested.
Required Permission
This report requires the CallRecords.Read.All API permission. For more information consult the Roles and Permissions Required for ZPM documentation.