Voicemail, recording and messages · For 3CTel customers
How do I get notified about missed calls?
Missed-call alerts can be sent by email, as a push notification in the mobile or desktop app, or by SMS, for an individual user or a whole group such as the main line. You can also enable an automatic text back to the caller, for example "Sorry we missed you, we will call back shortly", when the caller's number is a cell phone. Alerts are set per user or group in the admin portal.
Step by step.
Decide who needs to know
The person whose extension missed the call, the group that shares the line, a manager, or a shared inbox that someone monitors.
Pick the channels
Email for a record, app notification for speed, SMS for staff who are away from their desk. Many people use email plus the app.
Enable alerts
In the admin portal, open Users or Groups → Notifications and turn on missed-call alerts for the chosen channels. A 3CTel specialist can make this change for you.
Optionally add an auto text back
Write a short message and enable it for calls that arrive from cell numbers during business hours, after hours, or both. Business texting must be active on the number first.
Review the missed-call report
Use call analytics to see missed calls by time of day and group, so you can adjust ring times or staffing rather than just reacting.
What counts as a missed call
A call is missed when it rings a user or group and nobody answers before the caller hangs up or the call goes to voicemail. Calls that leave a voicemail generate a voicemail email as well; calls that hang up without a message are the ones most businesses want alerts for, because there is no other trace of them.
Alerts include the caller's number, the time and which group or user was rung, so the callback can be made from the app with one tap and shows the business number.
Auto text back
An automatic text after a missed call tells the caller they were noticed and gives them a way to respond without waiting on the line. Keep it short and honest about timing: "Hi, this is Lakeside Auto. Sorry we missed your call. Reply here or we will call you back within the hour." Replies land in the shared SMS inbox so anyone on the team can pick them up.
- Send only to numbers that look like cell phones; landlines cannot receive texts.
- Use a different message after hours that states when you reopen.
- Do not send to callers who have opted out of texts.
- Business texting on a Canadian business number requires registration before messages will send; see the SMS registration article.
Related questions.
Can I get one daily summary instead of an alert per call?
Yes. A scheduled report of missed calls can be emailed daily or weekly to a manager. Real-time alerts and the summary can run at the same time for different people.
Will I be alerted for calls that another team member answered?
No. If anyone in the group answers, the call is answered, not missed, and no alert is sent. Alerts go out only when the call rang and nobody picked up.
Do alerts work on the mobile app when it is closed?
Yes. Push notifications are delivered by the phone's operating system whether or not the app is open, as long as notifications are allowed for the app in the phone's settings.
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