This article explains why calls that end in voicemail can appear as connected in the Salesforce integration and how you can handle this behavior using manual tagging.

Symptoms

You may see the following behavior:

  • Your calls were made, but were not answered by a person
  • The call was connected, but only reached a voicemail message
  • The field Has connected (aircall__has__connected__c) shows as Has connected
  • The caller did not speak to a person
Note: In these cases, the "Has connected" field can show "Has connected" even though the caller did not speak to a person and only reached voicemail.

Cause

Aircall's default behavior categorizes outgoing calls, whether answered or directed to voicemail, as connected. This generic classification might not align with your expectations, especially when integrating with Salesforce or tracking specific call metrics.

Solution

To ensure accurate call tracking, you can use a manual tagging system within your Salesforce integration.

Steps

  1. Implement a manual tagging system within your Salesforce integration.
  2. Allow agents to label calls as either answered or voicemail.

By doing this, you can maintain precise call records and prevent discrepancies in call statistics. This solution, although requiring manual effort, offers a reliable way to distinguish between different call outcomes.

Tip: Allowing agents to label calls as "answered" or "voicemail" within your integration helps maintain precise call records and prevents discrepancies in call statistics.

Additional information

Distinguishing between a connected call and a voicemail for a VoIP (Voice over Internet Protocol) service can be challenging due to the nature of how these systems handle calls.

We understand the importance of accurate call data, especially when integrated with Salesforce for reporting purposes. Leveraging call tagging is one workaround to this challenge, however we may explore further product enhancements in the future to improve this experience.

Important: Leveraging call tagging is one workaround for this challenge, and further product enhancements may be explored in the future to improve this experience.