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johnny12 avatar image
johnny12 asked ·

Has anyone noticed several seconds are being added to the call logs?

We recently switched over to RingCentral from Shoretel. With Shoretel, we're able to accurately report each user's call logs. On average, a user would log around 4-6 hours per week. I started pulling Call Logs from RingCentral and it was logging 10+ hours a week. I've removed all Missed Calls, Stopped Calls, Voicemails, Hangups - pretty much kept only calls that were connected. 

I did some more digging and tested a call to myself. Called my cell and left the phone on for exactly 40 seconds. Went into RingCentral Call Logs and saw that the call was for 47 seconds. I thought maybe this accounted for the rings before I answered my cell phone so I tried again for exactly 40 seconds and this time it was 42 seconds. Basically, I made many test calls and it was consistent with the extra seconds that was added to the logs. 

Anyone having similar issues and/or solutions to this?
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey Johnny,

I see what you're saying so I played around with a few things. I have an IVR set up when calling my main number. Now, depending upon at what second in the timer I make my choice to go somewhere else, then the timer changes.

So for example, with my cell phone I called my test account. At second 5 I chose an option in the IVR, at second 20 I disconnected the call. Then I looked at the call log, it said the call lasted 23 seconds. I tested this exact timing 3 times and it consistently was 23 seconds. However, if I selected my choice at second 4, then the total seconds listed in the Call Log were 22.

So I think these small extra seconds take into consideration how long it takes for the call to connect to the RC system and at what point an option was chosen. I hope that makes sense! You could always ask our Support Team about this but I believe it's working as designed.
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