{"id":9767,"date":"2026-08-27T12:55:28","date_gmt":"2026-08-27T12:55:28","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&p=9767"},"modified":"2026-08-27T18:31:17","modified_gmt":"2026-08-27T18:31:17","slug":"missed-call-management","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/xontel-platform\/call-center\/call-center-v-2-x-x\/call-center-tools\/missed-call-management\/","title":{"rendered":"Missed Call Management"},"content":{"rendered":"

The Missed Call Management<\/strong> feature allows administrators to define what the system should do when a call is missed.<\/p>\n\n\n\n

Missed Call Actions<\/strong><\/h2>\n\n\n\n

From the Missed Call Actions<\/strong> page, you can enable one or more actions to automatically handle missed calls. Multiple actions can be enabled at the same time, allowing the system to perform several follow-up tasks for the same missed call.<\/p>\n\n\n\n

Available actions include:<\/p>\n\n\n\n

    \n
  • Calling the missed caller back.<\/li>\n\n\n\n
  • Sending an SMS message.<\/li>\n\n\n\n
  • Sending an email.<\/li>\n\n\n\n
  • Sending the missed-call information to an external URL using HTTP.<\/li>\n<\/ul>\n\n\n\n
    \"\"<\/figure>\n\n\n\n

    Call Action<\/h2>\n\n\n\n

    The Call Action<\/strong> option allows the system to call back the number associated with the missed call.<\/p>\n\n\n\n

    Enable Call Action<\/h3>\n\n\n\n

    Use the toggle beside Call Action<\/strong> to enable or disable the feature.<\/p>\n\n\n\n

    When enabled, the system can trigger a callback for missed callers according to the Missed Call Management workflow.<\/p>\n\n\n\n

    SMS Action<\/h2>\n\n\n\n

    The SMS Action<\/strong> option allows the system to send an SMS message to the missed caller.<\/p>\n\n\n\n

    Enable SMS Action<\/h3>\n\n\n\n

    Use the main toggle beside SMS Action<\/strong> to enable or disable SMS processing for missed calls.<\/p>\n\n\n\n

    Automatic Action<\/h3>\n\n\n\n

    Enable Automatic Action<\/strong> when the SMS should be sent automatically after the missed call is detected.<\/p>\n\n\n\n

    If automatic processing is disabled, the action can be handled according to the configured Missed Call Management workflow instead of being triggered immediately.<\/p>\n\n\n\n

    Message<\/h3>\n\n\n\n

    Enter the SMS message that will be sent to the missed caller.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    Email Action<\/h2>\n\n\n\n

    The Email Action<\/strong> option allows the system to send an email related to the missed call.<\/p>\n\n\n\n

    Enable Email Action<\/h3>\n\n\n\n

    Use the main toggle beside Email Action<\/strong> to enable or disable the email action.<\/p>\n\n\n\n

    Automatic Action<\/h3>\n\n\n\n

    Enable Automatic Action<\/strong> when the email should be sent automatically after the missed call is detected.<\/p>\n\n\n\n

    Message<\/h3>\n\n\n\n

    Enter the message that should be included in the email.<\/p>\n\n\n\n

    HTTP Action<\/h2>\n\n\n\n

    The HTTP Action<\/strong> allows the system to send missed-call information to an external system through a configured URL.<\/p>\n\n\n\n

    This option can be useful when integrating Missed Call Management with external applications such as:<\/p>\n\n\n\n

      \n
    • CRM systems<\/li>\n\n\n\n
    • Ticketing platforms<\/li>\n\n\n\n
    • Workflow automation systems<\/li>\n\n\n\n
    • Custom applications<\/li>\n\n\n\n
    • External notification services<\/li>\n<\/ul>\n\n\n\n

      Enable HTTP Action<\/h3>\n\n\n\n

      Use the main toggle beside HTTP Action<\/strong> to enable or disable the integration.<\/p>\n\n\n\n

      Automatic Action<\/h3>\n\n\n\n

      Enable Automatic Action<\/strong> when the HTTP request should be triggered automatically after a missed call is detected.<\/p>\n\n\n\n

      URL<\/h3>\n\n\n\n

      Enter the external endpoint that should receive the HTTP request.<\/p>\n\n\n\n

      Missed Call Logs<\/h2>\n\n\n\n

      The Missed Call Logs<\/strong> page provides a detailed record of missed-call events and the actions triggered for each event.<\/p>\n\n\n\n

      Administrators and supervisors can use this page to review how missed calls were processed, identify which actions were executed, and verify when and by whom an action was created.<\/p>\n\n\n\n

      Missed Call Status<\/h2>\n\n\n\n

      The Missed Call Status<\/strong> page allows administrators or supervisors to create and manage the statuses used when handling missed calls.<\/p>\n\n\n\n

      These statuses help agents classify the current state or outcome of a missed call, such as:<\/p>\n\n\n\n

        \n
      • Asked To Call Back Later<\/li>\n\n\n\n
      • No Answer<\/li>\n\n\n\n
      • Busy<\/li>\n\n\n\n
      • Done<\/li>\n<\/ul>\n\n\n\n

        The configured statuses are available to agents when they handle missed calls from My Dashboard \u2192 Missed Calls<\/strong>.<\/p>\n\n\n\n

        \"\"<\/figure>\n\n\n\n

        Add Missed Call Status<\/h3>\n\n\n\n

        The Add Missed Call Status page allows administrators or supervisors to create a new status that agents can select when handling missed calls.<\/p>\n\n\n\n

        \"\"<\/figure>\n\n\n\n

        Status Name<\/strong>: Enter a clear name that describes the result or current state of the missed-call follow-up.<\/p>\n\n\n\n

        Close Action<\/strong>: option determines whether this status should close the missed-call handling process.<\/p>\n\n\n\n

        Missed Call History<\/h2>\n\n\n\n

        The Missed Call History<\/strong> page provides a historical view of missed calls that have been assigned to agents and processed through the Missed Call Management workflow.<\/p>\n\n\n\n

        Supervisors and administrators can use this page to review missed-call assignments, check the current or final status of each call, and open the detailed history of actions performed on a specific missed call.<\/p>\n\n\n\n

        <\/p>","protected":false},"author":1,"featured_media":0,"parent":9754,"menu_order":0,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-9767","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-xontel-doc"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9767","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":6,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9767\/revisions"}],"predecessor-version":[{"id":9781,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9767\/revisions\/9781"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/9754"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=9767"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=9767"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=9767"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}