Why are some calls missing tags, even though Mandatory Tagging is enabled?

Symptom

Even though Mandatory Call Tagging is enabled on an Aircall phone number, some calls to/from that number are still not tagged.

Cause

There are a few reasons why calls may not be tagged, even though mandatory tagging is enabled:

• Users are making calls on one of Aircall's mobile applications. At this time, mandatory tagging is not available for the mobile apps, and users making or receiving calls on Android or iOS will be able to exit calls without tagging.
• Users are completely closing their application before tagging. If a user closes their application after a call, before they have left a tag for that call, when they reopen their application they will be able to continue with calls without going back to tag the previous call.
• Users are deleting tags. After a call has been tagged, users can go back to it at a later time and change/remove the tags applied. Should a user remove all tags, that call would then show as untagged, even though mandatory tagging is turned on.

• The application being reloaded after the call finishes without a tag being left. If a user refreshes the application after a call but before tagging it, they can proceed with new calls without being required to tag the previous call.

• The call occurs simultaneously with another call. In this scenario, mandatory tagging is enforced only for the initial call and not for the subsequent call.

Please additionally note that calls must connect in order for Mandatory Tagging to be available. Should a user disconnect from a call before a person or answering machine/service picks up, they will not be prompted to tag that call. These disconnected calls however will also not show in the call history.

Solution

In order to ensure calls are tagged as necessary, please have all users making use of Aircall lines with mandatory tagging enabled refrain from using Aircall's mobile applications. Additionally, ensure that users are tagging calls before closing their application, and that they are not removing tags from previous calls unless they are replacing the old tag with a new one.