Why you may not see voicemails for all missed calls

Some missed calls may not generate a voicemail even when voicemail is configured. This article explains all possible causes and how to ensure voicemails are saved correctly.

Symptom

Even with a voicemail configured on Aircall's previous routing, some calls appear as missed with no voicemail, despite the expectation that a message should have been left.

For Smartflows, see our article Smartflows widgets: The Voicemail widget.

Cause

There are several reasons why voicemails may not appear for certain missed calls:

• The voicemail option is not toggled on for specific numbers. For setup instructions, see our article Configuring Numbers: Voicemail, Music, and Messages.
• Callers may hang up before leaving a message.

In addition, voicemail duration rules affect whether a message is saved:

• Voicemails under 5 seconds are not saved.
• Voicemails over 4 hours are not saved.

If a caller remains connected to the voicemail for more than 4 hours, the voicemail will not appear in Aircall. Similarly, if a caller leaves a very brief message, such as “call me back,” it will not be saved if the recording is under 5 seconds.

Note: Voicemails shorter than 5 seconds or longer than 4 hours are never saved in Aircall.

Solution

To ensure all valid voicemails are captured:

Steps:

1. Verify that the voicemail option is toggled on for the number.
2. Make callers aware that they must leave a voicemail between 5 seconds and 4 hours in length.

Tip: Consider adding a short notice in the message that plays before the voicemail prompt. This helps ensure callers leave a message long enough to be recorded.