The designation of a missed call varies based on the type of phone and voicemail system being used. Below is an overview of how missed calls are identified in different systems:
Mango VOIP
Received: A call is marked as received if it is answered by someone in the office.
Missed: Calls not answered or rejected are marked as missed, including those that go to voicemail even if the caller leaves a message. Calls, where the caller hangs up before selecting call tree options, are also considered missing.
Dropped: Similar to traditional systems, calls lasting less than 5 seconds during office hours or less than 10 seconds outside office hours are marked as missed.
Transferred Calls: Calls transferred to an external number, such as a call center or answering service, are marked as missed because Practice by Numbers cannot confirm if the external operator answered the call. It only detects the connection to your internal switchboard.
Outgoing: Any outbound call made by the operator.
RingCentral VOIP
Received: If an incoming call rings on an extension and is answered by an operator, it is marked as received.
Missed: Calls ringing on an extension and leading to a voicemail are marked as missed. However, calls where the caller hangs up before selecting call tree options are not detected by Practice by Numbers and are not marked as missed.
Dropped: Calls lasting less than 5 seconds during office hours or less than 10 seconds outside office hours are marked as missed.
Outgoing: Any outbound call made by the operator.
Jive
Coming Soon: Details for Jive will be provided in an upcoming update.
Other VOIP Systems with Dual Ring Feature
Limitations: Currently, missed call analytics and tracking are unavailable for systems configured with the Dual Ring feature.