This article explains why some missed calls from an IVR appear for multiple agents in the Calls view, and how to reduce unnecessary missed call visibility.

Overview

When a caller disconnects while navigating an IVR, the missed call can appear for all agents associated with the IVR number. Missed calls are visible under the Calls and Coversations view in the Aircall Workspace app. You can use the Missed Calls category under the Calls view to see all the missed calls.

For more information on navigating the different Inbox views, please see our article Aircall Workspace: Using the Conversations, Messages, and Calls views

Why missed IVR calls appear for multiple agents

Calls dropped while the caller is still navigating the IVR remain associated with the IVR number itself. As a result, the missed call is not linked to a specific IVR branch or team.

If a caller never reaches a Ring to widget, they are considered to still be in the IVR. Any call activity that ends at this stage, including hanging up or leaving a voicemail, is attributed to the IVR number and shown to all agents associated with that number in the Calls view.

Note: Missed calls that occur while the caller is still in the IVR are always attributed to the IVR number, not to a specific IVR leg.

Example scenarios

Caller does not reach a Ring to widget

You have an IVR configured as follows:

  • Option 1 routes to Team 1
  • Option 2 routes to Team 2

If an inbound caller selects an invalid option, such as option 3, or does not make any selection and is routed to the No input or Wrong input leg, the caller never leaves the IVR.

If the caller hangs up or leaves a voicemail at this point, the missed call appears in the Calls view under the Missed calls category for agents in both Team 1 and Team 2, because all of those agents are associated with the IVR number.

Caller reaches a Ring to widget

If a caller selects option 1 and the call begins ringing Team 1, the call has now left the IVR and entered the Ring to widget.

If the caller hangs up while Team 1 is ringing, the missed call is still associated with the IVR number. Because agents from both Team 1 and Team 2 are linked to that IVR number, agents from both teams will see the missed call in the Calls view when using the Missed calls cateogry.

How to reduce missed call visibility

The most effective way to reduce unnecessary missed call visibility is to route each IVR option to a separate Aircall number before ringing a team.

With this setup:

  • Each IVR selection routes to its own Aircall number

  • That number then rings the intended team

  • If a caller disconnects while ringing Team 1’s number, only agents associated with that number see the missed call

  • Agents from other teams do not see the missed call because they are not linked to that number

Tip: Using separate numbers for each IVR option helps ensure missed calls are only shown to the agents who are responsible for that call path.