Abandoned Calls Do Not Show in the Spoke Phone App Call History Page

Overview:

We see that there are abandoned calls on our desktop log that do not show up on our app's call log? 

Platform: 

  • Spoke Phone app

Answer:

 

Abandoned calls are not recorded on the Spoke Phone app by design as these are not recorded as missed calls. For a call to be classified as Abandoned, the following conditions need to be met: 

  • Caller hangs up without interacting with the IVR. 
    • Ex. Hangs up without pressing an IVR key.
  • Caller hangs up within 5 seconds of choosing an IVR key.

Additional information:

When a caller abandons a call after choosing an IVR key, this will be logged in the app as an abandoned call against that particular call group.

 

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