Viewing Phone Number usage reports

Account owners and admins can view phone number usage in a time range for both global numbers and SMS campaigns.

For global numbers, admins can generate comprehensive billing reports that detail which numbers were charged under the Global Zoom Phone Number SKU during each billing cycle. The export feature provides a complete overview, including phone numbers, countries, product allocations, number types, charges, billing cycle periods, and purchase dates in a single CSV download. Account owners and admins can access the complete list for all countries through a single export button on the reports page without country-specific limitations or configuration requirements.

For SMS campaigns, they can generate comprehensive billing reports for the brand and campaign. Admins can view statistics for messages that are bound to SMS campaigns, details about consumer phone numbers that opted out, and information about the different rates in the campaign.

Requirements for viewing Phone System usage reports

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Account owner or admin privileges

How to access the Phone Numbers usage report

1. Sign in to the Zoom web portal as an account owner or admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Reports.
3. Click the Usage Reports tab.
4. Click Phone number.

How to view the Global Numbers report

1. Access the Phone Numbers usage report.
2. Click the Global Numbers tab.
3. At the top of the page, filter the report by specifying the time period.
   Note: The maximum report duration is 1 month.
4. In the report, view the following information:
   • Country/Region: Displays the country or region.
   • Rate: Displays the phone number rate.
   • Product: The allocated product allocated during the billing cycle.
   • Type: Filter by All, Toll, Toll-free, Virtual Service, Mobile, Shared Cost, ITFS (International Toll-Free Service), or National.
   • Quantity in the Bill Month: Displays the quantity within the bill month.
   • Charge: Displays the charge for the global phone number.

How to view the SMS Campaign report

View the Brand tab

1. Access the Phone Numbers usage report.
2. Click the SMS Campaign tab.
3. Click the Brand tab.
4. At the top of the page, filter the report by specifying the time period.
   Note: The maximum report duration is 1 month.
5. In the report, view the following information:
   • Brand name: View the brand name.
     Note: Names are not displayed for deleted brands and campaigns.
   • TCR Brand ID: View the TCR brand ID.
   • Billing rate: Displays the billing rate.
   • Charge: Displays the charge.

View the Campaign tab

1. Access the Phone Numbers usage report.
2. Click the SMS Campaign tab.
3. Click the Campaign tab.
4. At the top of the page, filter the report by specifying the time period.
   Note: The maximum report duration is 1 month.
5. In the report, view the following information:
   • Campaign name: View the campaign name.
   • Campaign ID: View the campaign ID.
   • Billing rate: Displays the campaign's billing rate.
   • Product: Displays the campaign's product.
   • Charge: Displays the charge.

View the Message tab

Note: Messages exchanged between Zoom Phone numbers (on-net messages) are not included in this report, since they are routed internally within Zoom rather than through downstream carriers. Additionally, the report only reflects statistics for phone numbers that are bound to SMS campaigns.

1. Access the Phone Numbers usage report.
2. Click the SMS Campaign tab.
3. Click the Message tab.
4. At the top of the page, filter the report by specifying the time period.
   Note: The maximum report duration is 1 month.
5. In the report, view the following information:
   • Sender number: Displays the sender's phone number.
   • Recipient number: Displays the recipient's phone number.
   • Direction: Filter by All, Send, or Receive.
   • Status: Filter by All, Received, Sent, Failed to send, Delivered, Fail to deliver, or Unknown.
   • Time: Displays the time of the message.
   • Campaign: Bound to the sender's Zoom Phone number for outbound messages, and to the recipient's Zoom Phone number for inbound messages.
   • Brand: Bound to the sender's Zoom Phone number for outbound messages, and to the recipient's Zoom Phone number for inbound messages.
   • Product: Displays the product.

View the Opt-out tab

1. Access the Phone Numbers usage report.
2. Click the SMS Campaign tab.
3. Click the Opt-out tab.
4. At the top of the page, filter the report by specifying the time period.
   Note: The maximum report duration is 1 month.
5. In the report, view the following information:
   • Consumer Phone Number (Opted-out): Displays the opted-out phone number.
   • Opt-out mechanism: Filter by All, User initiated, API, or Campaign level.
   • Time: Displays the time.
   • Campaign: Displays the campaign.
   • Brand: Displays the brand.

View the Rate tab

Note: Messages exchanged between Zoom Phone numbers (on-net messages) are not included in this report, since they are routed internally within Zoom rather than through downstream carriers. Additionally, the report only reflects statistics for phone numbers that are bound to SMS campaigns.

By campaign tab

1. Access the Phone Numbers usage report.
2. Click the SMS Campaign tab.
3. Click the Rate tab.
4. At the top of the page, click the By campaign tab.
5. At the top of the page, filter the report by specifying the time period.
   Note: The maximum report duration is 1 month.
6. In the report, view the following information:
   • Campaign: Displays the campaign name.
   • Total sent: Displays all attempted messages, including those sent to numbers in the Opt-out list.
   • Total delivered: Displays total delivered messages.
   • Total replied: Displays total replies. Excludes opt-in and opt-out messages.
   • Delivery rate: Displays the delivery rate (Delivery rate = total delivered / total sent).
   • Reply rate: Displays the reply rate (Reply rate = total replies / total delivered).
   • Product: Displays the campaign's product.

By phone number tab

1. Access the Phone Numbers usage report.
2. Click the SMS Campaign tab.
3. Click the Rate tab.
4. At the top of the page, click the By phone number tab.
5. At the top of the page, filter the report:
   • Specifying the time period.
     Note: The maximum report duration is 1 month.
   • Use the search bar to search by phone number.
6. In the report, view the following information:
   • Phone Number: Displays the phone number.
   • Total sent: Displays all attempted messages, including those sent to numbers in Opt-out list.
   • Total delivered: Displays the total delivered messages.
   • Total replies: Displays the total replies. Excludes opt-in and opt-out messages.
   • Delivery rate: Displays the delivery rate (Delivery rate = total delivered / total sent).
   • Reply rate: Displays the reply rate (Reply rate = total replies / total delivered).
   • Product: Displays the phone number's product.