Phone IQ - Missed Calls Designation

What is labeled a missed call depends on the configuration/brand of your phone and voicemail system.

Received - if an incoming call is answered, it is marked as a received call. If an onsite voicemail/answering system connects with the incoming call, then PBN marks the call as received. As long as a connection is established with the incoming call by either a person or machine, it is marked as a received call. It is not marked as a missed call because, technically, it wasn’t missed; it just wasn’t answered by the office.
Missed - if a call is not answered or rejected, it is marked as a missed call. If the call goes to an offsite voicemail or answering system and the caller leaves a voicemail, it is considered a missed call. If the call was hung up during the voicemail greeting (prior to the voicemail prompt or beep), it is marked as a missed call.
Dropped calls are also marked as missed calls. Incoming calls shorter than 5 seconds during office hours or < 10 seconds outside office hours are dropped calls.
Outgoing - outbound calls made by the operator.

Received - if an incoming call is answered, it is marked as a received call.
Missed - if a call is not answered or rejected, it is marked as a missed call. If the call was routed to a voicemail and the caller left a voicemail, it is considered a missed call. If the caller hangs up before selecting the call tree options, that call is also considered a missed call.
Dropped calls are also marked as missed calls. Incoming calls shorter than 5 seconds during office hours or < 10 seconds outside office hours are dropped calls.
Calls transferred to an external number (for example, if you're office is using a call center or answering service) will be designated as "missed" in the Mango Voice information. Practice by Numbers cannot determine if the incoming call was connected to an external operator. The only information we do know for sure is that someone connected to the internal switchboard (the office), and their call was not handled in your office.
Outgoing - outbound calls made by the operator.

Received - If an incoming call rings on an extension and is answered by an operator, it is marked as received.
Missed - If the call rings on an extension and the caller leaves a voicemail, it is considered a missed call.
If the caller hangs up before selecting the call tree options, that call is not detected by PBN.
Dropped calls are also marked as missed calls. Incoming calls shorter than 5 seconds during office hours or < 10 seconds outside office hours are dropped calls.
Outgoing - outbound calls made by the operator.

Coming soon

Currently, we are not able to identify missed calls or provide any other call analytics for customers with the Dual-ring setup.

-----------------------------------------------------------------------------------------------------------------------------

Did this answer your question?