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8x8 Support

Why are internal calls shown as external calls in Call Detail Recods?

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Applies To

  • Analytics for 8x8 Work
  • Call Detail Records
  • Internal calls

Answer

Calls between two internal users may be shown as external calls instead of internal calls.

This is due to the format of the number being dialed and how it is stored in our backend system. The call can be converted into an internal call shown in CDR, only if the dialed number matches exactly the format of the number stored in the backend.

For example, if one extension is calling another extension using it's public number in the national format, the call might be shown as external due to the number being stored in international format with country code in our backend. If one extension is calling another extension using the extension number, the call should be shown as internal in CDR.