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Understanding the Voice Tab in CloudRadial

Evan G
  • Updated

Once set up properly, call records from Microsoft Teams will appear in the Usage > Voice tab.

The Voice tab is always present but only populates data when CloudRadial is integrated with Microsoft 365 and Teams using the Microsoft Graph API. The tenant must have a license for a Microsoft Teams Calling Plan.

This data will also be tied to dashboards to use in the Account > Dashboards location.

 

What Data is Shown in the Voice Tab?

The voice tab currently pulls all PSTN call records from the connected Teams tenant. The data displayed in CloudRadial can be seen in Teams admin under Analytics & Reports > Usage Reports > Calling Plans (tab)


  • Data from the Direct Routing tab is not currently imported.

Below you can see the properties CloudRadial imports from Teams using the Graph API tool and which columns they map to. 

Column Title in CloudRadial API Call Property Type Description
Start Time startDateTime DateTimeOffset Call start time (GMT)
Display Name userDisplayName String Display name of the user.
User Name userPrincipalName String The user principal name (sign-in name) in Microsoft Entra ID. This is usually the same as the user's SIP address, and can be the same as the user's email address.
Phone Number callerNumber String Number that received the call for inbound calls or the number dialed for outbound calls. E.164 format.
Caller ID callId String Call identifier. Not guaranteed to be unique.
Call Type callType String Indicates 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.
Destination Dialed calleeNumber String Number dialed in E.164 format.
Cost charge Double Amount of money or cost of the call that is charged to your account.
Duration duration Int32 How long the call was connected, in seconds.
Domestic/International destinationContext String Whether the call was domestic (within a country or region) or international (outside a country or region), based on the user's location.
User's Location usageCountryCode String Country code of the user.

Click here for more information.

 

Information About the Data

  • the page should update with every page refresh inside the CloudRadial portal
  • the table will show up to 90 days of data from Microsoft
  • filtering the data and downloading a report will download an Excel sheet of the filtered view to the users computer

How Should Partners Use this Information?

There are multiple purposes for pulling this data into the CloudRadial portal.

Bringing in voice data from Teams can provide valuable call data that can give transparency to the customer regarding a service they pay for, as well as gain insight into call activity in general. This can help measure different metrics. For example, deciding when to hire a number of employees based on call activity throughout the week.

Another value to this integration is providing more information to the end user. This can avoid more tickets and unnecessary conversations when users can get the answers they need 24/7 from the portal.

Updating Permissions May be Required

Note: This feature was updated in November 2023. Partners that started with CloudRadial after this date may disregard the following instructions.

You may need to update permissions in Microsoft to allow CloudRadial to see Teams voice call records; this can be done in the CloudRadial portal or in Microsoft.

Permissions In Microsoft

  1. Navigate to your clients Microsoft Entra admin center
  2. Open the Applications
  3. Select App Registrations > All Applications > CloudRadial (Admins)
  4. Go to API Permissions and add CallRecord-PstnCalls.Read.All and CallRecords.Read.All



  5. Click on the Grant Admin Consent button at the top of the page to apply changes
  6. Users may need to log out and back in again to have these changes take effect

Permissions In CloudRadial

You can also update permissions inside the CloudRadial portal.

  1. Navigate to Partner > Clients
  2. Click the 3 Dots next to the client you want to set up and Edit
  3. Click the Microsoft 365 tab
  4. Click Submit
  5. Click Connect Microsoft 365 in the Administrative Access Application section
  6. You will be prompted to login using the Global Administrator account from your customer's tenant in Microsoft 365
    !!!DO NOT USE YOUR OWN GLOBAL ADMIN ACCOUNT!!!
  7. Users may need to log out and back in again to have these changes take effect

Note: You can also Connect Microsoft 365 by impersonating an Admin (All Features) for any client and navigating to Account > Settings.

 

If you need any assistance, please Click Here to Submit a Request.

 

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