For a communication application in the AI era, the inability to distinguish whether a call was disconnected during the IVR stage or after reaching an extension—while only generating a generic “Missed Call” notification—does not meet the standards expected of modern intelligent communication platforms.

During our actual usage, we observed that when a caller hangs up during the IVR stage—before the call is routed to our extension—a Missed Call record is still generated.
This situation appears unreasonable, because the call never actually reached our extension, yet it is recorded as a missed call. This can lead to incorrect conclusions when we analyze the causes of missed calls and may negatively affect how we evaluate our service performance.
Therefore, if the caller disconnects during the IVR stage, the call ideally should not be recorded as a Missed Call.
Could you please help confirm the following:
1. Is it possible to prevent such calls (where the caller hangs up during the IVR stage) from being recorded as Missed Calls?
2. If the system logic cannot be adjusted, is there a way for us to determine whether a Missed Call occurred during the IVR stage?
In addition, we would like to obtain more detailed call records, such as:
• Call flow / Call legs
• Whether the extension actually rang
• Ring duration
• Disconnect party information
This would help us confirm whether the caller disconnected before the call reached our extension.
To avoid similar misunderstandings in the future, we would also appreciate any recommendations regarding the following configurations:
• Trigger missed call notifications only when the extension actually rings;
• Classify calls abandoned during the IVR stage separately (e.g., “IVR Abandoned Call”) instead of labeling them as Missed Calls;
• Ensure that missed call email notifications are consistent with the call records shown in the RingCentral application.
These mechanisms would help prevent false missed call records and improve the accuracy of our call data analysis.

Hello Team,

We are requesting that the missed call tagging be disabled for instances where the caller disconnects the line before the call is answered. Currently, this is leading to confusion, as these calls are incorrectly marked as missed on the logs.

We believe this adjustment will help reduce unnecessary confusion and improve the accuracy of the call logs.