Business support

Resolving failed billing reports in Usage Analyst

If you’re running use reports and they're unsuccessful, you'll receive one of two errors:

No-data-found error

This error occurs because there's a problem with the data not being loaded yet or there's a problem with how the search parameters are set up.

To resolve a no-data-found error:
  1. Click the Reports tab, then click the Voice Reports subtab. 
  1. Click Usage Analyst.

Control Center opens Usage Analyst in a separate window.

  1. Click the Statements tab.

If there's data available for the month, you'll see billing data, such as billed date, invoice number associated with the account. If those fields are blank, the data for the selected month hasn't been loaded into Bill Analyst yet, and you will not be able to successfully run a report.

In the example below, data's available for the first three accounts but not the last three. This is because the first three have the same billing date and the other three have a later billing date.

  • It takes seven to nine days for billing data to be uploaded into Bill Analyst. For example, if your bill date is the 2nd, your billing data will be available by the 9th or the 11th.

  • If all your accounts have the same billing date, the system will default to the most current month and your report will run as expected. 

  • If you don't see an account listed, you probably don't have access to it, and you can't run reports. (To ask about changing your permissions, contact your Bill Analyst administrator. If you don't know who your administrator is, contact us.)

If there's data available for the month you're trying to run a billing report on, but you're still getting a no-data-found error, the problem could be how you have your search parameters set up. If they're too restrictive, there won't be any data for the system to return and you'll get an error.

Double check the settings of these parameters:
 

  • Hierarchy
  • Level
  • Filter
  • Month
  • Account Group
  • Group
  • Subgroup

You can find these parameters at the top of the statements, summary, and detail pages. (Exactly which parameters you find varies based on the screen you're on and the type of report you're running.)

To troubleshoot your search parameters, remove as many parameters as you can. For example, change the Hierarchy to Public, Level to Corporate, Filter to None, etc.

To change the hierarchy, click the orange Hierarchy link, select Public Hierarchy, and then, click the Set Active Hierarchy button. To change level or filter, use the menus.

BEFORE

AFTER

If doing this solves the problem, then the problem is with whatever parameter(s) you changed.

Note: If you took off the filter and the report worked, the filter may be searching for data that simply can't be there (i.e. using the international filter on local service data). Or if it's a custom filter, there's something about the search logic that needs to be adjusted. For example, if you're checking your toll-free use for February and it's only February 2, it's possible that there's been no toll-free activity. If that is the case, do not change the filter; instead, change the date you're searching.

SFTP-delivery failure error

Each month, before sending regularly scheduled billing reports, our systems ping your secure file transfer protocol (SFTP) location to confirm connectivity. If our systems don't receive an answer, you’ll receive an email informing you that the report was not delivered. Bill Analyst doesn’t make additional attempts to deliver the report, so you'll need to go to the Download Center where you can view, download and order the report again.

You’ll need to contact the person at your organization who set up the SFTP location to revalidate it so Bill Analyst can deliver future reports.

Note: If you've sent scheduled reports to your SFTP location previously without a problem, check to make sure your search parameters such as hierarchy, level, field, and date are correct on the report that was not delievered.
Not quite right?
Try one of these other, popular search topics:
        Billing support
        Call routing
        Notifications
        Repair tickets
        User profiles

Resolving an SFTP order failure in Usage Analyst

Each month, before sending regularly scheduled use reports, our systems ping your secure file transfer protocol (SFTP) location to confirm connectivity. If our systems don't receive an answer, you’ll receive an email informing you that the report was not delivered. Usage Analyst doesn’t make additional attempts to deliver the report, so you'll need to go to the Download Center where you can view, download and order the report again.

You'll need to contact the person at your organization who set up the SFTP location to revalidate it so Usage Analyst can deliver future reports.

Not quite right?
Try one of these other, popular search topics:
        Billing support
        Call routing
        Notifications
        Repair tickets
        User profiles
View all topics for: