Symptoms
- 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
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, consider implementing a manual tagging system within your Salesforce integration. By allowing agents to label calls as either "answered" or "voicemail," 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.
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.