Understand the differences between Extension Summary and Call Detail Records reports

To avoid confusion, the following terms are used consistently.

Important!

Avoid comparing these reports due to differing goals and perspectives:

• Extension Summary with Call Detail Records or Call Legs

• Extension Summary with Call Queues

• Extension Summary with Ring Group Summary

• Call Detail Records or Call Legs with Ring Group Summary

Some call legs are intentionally excluded from Extension Summary totals, but they appear in Call Legs.

• The Call Legs report provides a complete technical analysis of a call, detailing all the internal, technical movements of a call within the system, including internal services and routing events.

• The Extension Summary report focuses solely  extension activity related to customer calls (inbound and outbound). Internal system services, such as voicemail playback, recording services, or monitoring are not counted.

As a result, some call legs visible in the Call Legs report will not appear in Extension Summary totals.

Exception:

Calls handled by Auto Attendant 444 are counted in the Extension Summary.

Key Differences:

Call leg inclusion by report

Key principle

The Extension Summary report captures only significant extension interactions with customer calls, whereas the Call Legs report details all technical routing events.

Therefore, differences between the two reports are expected and do not indicate missing data.

Certain system configurations can generate additional call legs that do not appear in the Extension Summary report. These differences are expected if you use any of the following:

Call Recording

If call recording is enabled, each recorded call generates an additional call leg for the recording service.

• Each recorded call creates one additional call leg.

• This leg appears in the Call Legs report.

• It is not counted in the Extension Summary report.

Example:

Ext 101 → RecordService

Monitoring (Barge)

If call monitoring (barge) is used, each monitoring session generates an additional call leg.

• Each monitoring session creates one additional call leg.

• The monitoring leg  appears in the Call Legs report.

• It is excluded  from the Extension Summary report.

Example:

Supervisor monitoring an active call.

Click to Dial

When users initiate calls using Click to Dial from the app, the system creates an additional technical call leg.

• Each Click to Dial call creates one extra technical call leg.

• This leg appears as an outbound call in the Call Legs report.

• It is not included in the Extension Summary report as an inbound call.

Call Transfers

Frequent call transfers can generate child call legs  as the call is routed between destinations.

• Some child legs, such as forked or MasterSlave legs, may not appear in the Extension Summary report.

Exception:

One Number Access (ONA) calls from a Ring Group to agents may still be counted  in the Extension Summary.

Key Takeaway

Features such as call recording, monitoring, Click-to-Dial, and complex transfers create additional technical call legs. These legs are visible in the Call Legs report, but they are intentionally excluded from the Extension Summary report, which focuses only on meaningful extension-level call handling.

Understand  the logic used to determine whether a call leg appears in the Extension Summary.

Extension Summary counts only meaningful extension handling activity. Many technical call legs are excluded or processed without affecting totals.

When analyzing a call leg, verify the following conditions in order:

Step 1. Determine whether the call leg is completely excluded

A call leg is completely excluded if any of the following conditions apply:

• The remote party is 591 (ClickToDial) when the other side is extension 591

• serviceName or serviceType is CellularRedirectService.

• parentCallId contains a value (another callID). Calls with a parent call ID are excluded.

• The call status is Long or Dropped,  indicating that the call was dropped by the system.

• The call is a duplicate with the same callId, extId, pbxId, and customerId. Only the first occurrence is retained.

Step 2. Determine whether the call leg is uncounted

A call leg may be processed but not counted in Extension Summary totals if any of the following conditions apply:

• Call forking occurs, indicated by remote party 595 or the callForking flag, and the call status is not InProgress, Missed, or Abandoned.

• The call is unclassified, meaning it is not marked as answered, missed, or abandoned.

• The call is missed to voicemail (missed=true and callToVoicemail=true).

• The call uses One Number Access (ONA) (serviceName or serviceType equals OneNumberAccess/ONA).

• The remote party is 591 (ClickToDial)  - redundant safety check

Exceptions: The following call legs are always counted:

• Auto Attendant calls (serviceName = CPXMLService)

• Auto Forward calls where the connection ID ends with .0

Step 3. Determine whether the call leg is a child call leg

Calls containing a parentCallId are already excluded in Step 1. This section refers only to special call legs within valid calls.

If a call leg is internally marked as a child leg, the following rules apply:

• The call leg is never counted as abandoned.

• It is counted as answered only when the cause is Transfer.

• Talk time is excluded and set to "0".

• Ring time uses the full call duration, from start to disconnect.

• The call leg is counted as inbound or missed only if it is not answered as a transfer and not an uncounted call-forking scenario.

The following tables illustrate how different call leg types are handled in the Extension Summary report.

Excluded call legs

These call legs are completely excluded from the Extension Summary report.

Uncounted call legs

These call legs are processed but not counted in Extension Summary totals.

Child call legs

Child call legs follow special counting rules.

Example call scenarios

These examples show the difference in the number of records between Extension Summary, Call Legs, and Call Detail Records reports.

Explanation

The number of records in the Extension Summary, Call Detail Records, and/or Call Legs reports may differ because each report represents a different perspective of the call flow.

The complexity of a call depends on the system configuration and the call routing path. As calls move through services such as Auto Attendants, Ring Groups, Call Queues, voicemail, recording, and monitoring, additional call legs may be generated.

Because of this behavior, it is expected that the number of records in Extension Summary will not match the totals shown in Call Records or Call Legs.

Different reports in the analytics system are designed to answer different questions. Because they use different aggregation logic, not all report totals are expected to match.

Valid comparisons

Use the following recommended comparisons when validating call behavior or investigating a specific issue.

Invalid comparisons

Each report uses a different classification logic. Avoid expecting totals to match between:

• Ring Group Summary and Extension Summary

• Call Queue Summary and Extension Summary

• Call Detail Records and Extension Summary

It is also incorrect to assume that:

Total inbound = Answered + Missed + Abandoned

This equation might not be valid across reports in complex routing scenarios.

The following comparisons are not recommended. They can lead to confusion because the reports measure different aspects of the call flow.

General rules

Use the following guidelines when selecting a report:

• Use the Ring Group Summary or Call Queue Summary report to understand service-level performance and agent activity.

• Use the Extension Summary report to evaluate extension-level activity.

• Use the Call Detail Records report to verify what occurred during a specific call.

• Use the Call Detail Records report when you need to trace a specific call and understand the full call journey.

• Use the Extension Summary report to analyze call handling at the extension level.

• Use the Ring Group Summary or Call Queue Summary report to evaluate service-level performance.

Use this checklist when numbers appear incorrect. This helps determine whether the difference is expected or indicates a data issue.

Step 1. Start with the correct report

• Ring Group and agent performance: Use the Ring Group Summary report.

• Call Queue and queue agent performance: Use the Call Queue Summary report.

• Extension activity (services, agents or users): Use the Extension Summary report (see the Extension Type metric).

• Call-level validation: Use the Call Detail Records (Call Detail Records and Call Legs) report.

Step 2. Select one or two example calls

• Use the same date and time range

• Note the time zone, ring group or queue name, or extension

• Capture call identifiers

Step 3. Validate at the call level

Use the Call Detail Records report as the source of truth.

• Confirm the call reached the intended destination (ring group, queue or extension)

• Review call legs to identify the outcome (such as whether the call was answered, abandoned, sent to voicemail, forwarded, or overflowed).

Step 4. Identify expected differences

• Determine whether the scenario matches known reporting behaviors

Step 5. Evaluate patterns

• Expected: consistent differences across similar call flows

• Potential issue: sudden spikes, gaps, or missing calls

Step 6. Compare export and UI data

• Export the report (CSV or XLS)

• Confirm totals match the UI

Step 7. Escalate with supporting details

When opening a support case, include the following information:

• Time range and time zone

• PBX, customer name or ID, and user

• Reports and metrics involved

• One or two example calls (including timestamps and call IDs or call legs)

• Expected versus observed results