Phone IQ - Missed Calls Designation

The designation of a missed call varies depending on the type and configuration of your phone and voicemail system. Below is a breakdown of the different systems:

Traditional/Analog Telephone System

• Received: A call is marked as received if it is answered by someone in the office or if it connects to an onsite voicemail/answering system. Even if the call is not answered by a person but a connection is made, it is not considered missed.
• Missed: A call is marked as missed if it is not answered or is rejected. If the call goes to an offsite voicemail or answering system, it is also marked as missed, regardless of whether the caller leaves a voicemail. Calls that are disconnected during the voicemail greeting, before the prompt or beep, are also considered missed.
• Dropped: Calls that last less than 5 seconds during office hours or less than 10 seconds outside office hours are categorized as dropped calls, and they are marked as missed calls.
• Outgoing: Any outbound call made by the operator.

Mango VOIP

• Received: A call is marked as received if it is answered by someone in the office.
• Missed: A call is marked as missed if it is not answered or rejected, including if it goes to voicemail and the caller leaves a message. If the caller hangs up before selecting any call tree options, the call is also marked as missed.
• Dropped: As with traditional systems, calls that last less than 5 seconds during office hours or less than 10 seconds outside office hours are marked as missed calls.
• Transferred Calls: Calls transferred to an external number, such as a call center or answering service, are marked as missed. Practice by Numbers cannot verify if the call was answered by the external operator; it only recognizes that the call connected to your office’s 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: A call is marked as missed if it rings on an extension and the caller leaves a voicemail. However, if the caller hangs up before selecting any call tree options, the call is not detected by Practice by Numbers and is not marked as missed.
• Dropped: Calls that last less than 5 seconds during office hours or less than 10 seconds outside office hours are categorized as missed.
• Outgoing: Any outbound call made by the operator.

Jive

• Coming Soon: Details for Jive are forthcoming.

Other VOIP Systems with Dual Ring Feature

• Limitations: Currently, missed calls and other call analytics are not available for systems configured with the Dual-ring setup.

This guide should help clarify how missed calls are designated across different systems, ensuring accurate tracking and reporting within Practice by Numbers.