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

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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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Posted 2 years ago

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Saadet, Employee

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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.