Question
Why are some tickets showing as Abandoned in Voicemail in my Zendesk Talk Call history when the voicemail is switched off?
Answer
Occasionally in Admin Center in Talk > Usage charges under Call history tab, you can see some calls with a completion status of Abandoned in Voicemail, despite voicemail being disabled for that number. When the end user is presented with the Greeting (voicemail off) and hangs up before the greeting is completed, that call shows as Abandoned in Voicemail.
For more information about the History tab, see the article: Reviewing your Talk usage charges.
2 comments
yanko.chakarov
Hi Jessica,
What if the end-user listens to the whole Greeting (Voicemail off) message? What will be the status?
It does not make sense to be marked as "Completed" if there is no connection with an agent, not connection to voicemail. Is it marked as "Abandoned" then?
-1
Dekbi
Good day!
For the calls that the end-user listens to the whole Greeting (Voicemail off), it will not be marked as "Completed" as the call was not routed to any agent. It will be marked as "Non-answered".
You may refer to this article for further information: What is a non-answered call?
Have a great day!
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