Summary
Customers may observe that a call that has rang for a period of time shows as "abandoned by caller" on the phone app, even though an attempt was made to answer the call.
Symptoms
- The call clearly rang and was potentially answered by a user
- Exports may show this as: "abandoned_in_classic"
- This is a "once-off" behavior or very infrequent
- The call may have been answered, but no conversation occurred
Cause
There exists an edge case, where it is possible for a caller to hang up the call at the same time as it is answered, leading to this status being recorded as "abandoned by caller."
Solution
As this is an edge-case, we are monitoring the on-going impact of this issue, to observe if there are similar occurrences. This is generally a once-off behavior and a rarity based on both the call being answered and terminated at the same time.