Summary
Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

Business Need
Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

Requested Functionality

Display the call failure point within the Call Log or Analytics portal.
Show the SIP response code and a user-friendly explanation (e.g., "Rejected by destination carrier," "Destination network unavailable," or "Blocked by receiving carrier").
Identify whether the failure occurred within the RingCentral platform or after the call was handed off to a partner or destination carrier.
Allow administrators to export or download these diagnostic details for troubleshooting and recordkeeping.

Benefits

Reduces time to identify the source of outbound calling issues.
Enables customers to distinguish between RingCentral platform issues and external carrier/network issues.
Decreases support case volume for outbound call investigations.
Improves transparency and customer confidence during troubleshooting.
Accelerates resolution by allowing customers to engage the appropriate carrier when necessary.

Use Case
A customer experiences outbound calls that receive intercept or congestion messages. By reviewing the call diagnostics in the portal, the administrator can immediately determine whether the call was successfully routed through RingCentral and rejected by the destination carrier, eliminating the need to open a support case for initial verification.