To assist you in deciphering some of the information you may find in the reports you generate, it is important to understand the three basic cases of phone-to-phone calls:
The visitor side never answers the phone (time-out after 18 seconds). If this occurs, the call does not appear in any reports, missed or otherwise. As far as the system is concerned, the call never occurred.
The visitor side answers the phone, but hangs up before the agent side answers (either by hanging up during the announcement message or by hanging up while the agent side is ringing, which never times out and always requires an explicit hang-up by the visitor). This case always results in a missed call in reporting.
The visitor side answers the phone, waits, and is then connected to an agent. This case always results in a completed call in reporting. Also, if the call lasts less than 15 seconds (after both parties are connected), the call shows up by default in the missed and short call report as well. The 15-second limit can be customized on the report. If set to 0, it essentially becomes a missed call report.
