Feature Request: CDR & Billing Reconciliation Visibility in RingCentral Admin Portal

Feature Title: Active Mobile User Billing Transparency & Call Detail Record (CDR) Alignment

Request Type: Portal Feature Request / Reporting Enhancement

Priority: Medium – High Impact (Customer Support & Billing Dispute Mitigation)

Executive Summary

Customers are disputing Mobile User charges because the standard portal reporting does not clearly surface the total connected interaction legs (Inbound, Outbound, and In-Network/Queue Transfers) that trigger active endpoint billing. Customers typically measure active users solely by outbound call volume (e.g., users making more than 10 outbound calls), leading to a disconnect between customer expectation and system billing logic.

We require a portal update to provide billing transparency that directly aligns with CDR activity breakdown.

The Problem

• Billing Criteria Logic: RingCentral bills Mobile User activity based on total connected interaction legs (Inbound + Outbound + Central/Queue Transfers, such as extension 6243 - OCID Transfer Ext). Any endpoint handling live connected traffic is flagged as an active Mobile User.
• Customer Disconnect: Customers evaluate usage using simplified metrics (e.g., outbound calls only). They challenge legitimate charges because the portal does not easily reflect the 32 distinct active endpoint legs counted in the background CDR.
• Support Overhead: Support teams must manually filter CDR logs (filtering Action Result to Accepted and Call connected, removing 00:00:00 durations, and running pivot tables on From IDs) to prove billing accuracy.

Key Requirements & Proposed Solution

1. Unified Mobile User Billing Dashboard

• Add a dedicated Billing Activity & Mobile Endpoint Breakdown tab in the RingCentral Admin Portal.
• Clearly show how an endpoint qualifies as an active "Mobile User" for the billing cycle:

$$\text{Total Activity} = \text{Inbound} + \text{Outbound} + \text{Transfers/Queue Calls Handled}$$

• Show an immediate breakdown distinguishing outbound-only activity from inbound/transfer endpoint activity.

2. Pre-Filtered Exportable CDR Report

• Introduce a "Billing Verification CDR Export" button in the portal that pre-applies the validation filters:
• Action Result: Accepted AND Call Connected (excluding offline/failed attempts).
• Call Duration: Greater than 00:00:00.
• Unique Endpoint Summary: Aggregated view of unique From IDs / named user extensions (e.g., extensions that answered calls forwarded via queue/DL transfers).

3. Customer-Facing Dispute Resolution Context

• Provide line-item level explanations in the billing statement showing why an endpoint was categorized as active (e.g., "Extension active via Inbound Queue Transfer").

Business Impact & Value

• Reduces Billing Disputes: Eliminates confusion regarding "Inbound-only" or "Queue Transfer" users being counted as active Mobile Users.
• Saves Support Time: Eliminates manual CSV filtering and pivot table creation for support agents.
• Builds Customer Trust: Aligns self-service portal metrics directly with actual billing backend logic.