If your CloudTalk app shows an incoming call as "rejected" after ringing for only a second, and the call doesn't appear in your history, this article explains what can cause it and how an admin can help.
User level: Admin
Symptoms
You may notice one or more of the following:
An inbound call rings on your device for less than a second, then shows as "rejected" or disappears
The call does not appear in your personal call history, or appears as missed
The caller stayed connected and was answered by a colleague
It happens intermittently, not on every call
It is not related to your internet connection or the caller's network
Root Cause
A call that rings for only a moment and then shows as "rejected" is usually not a dropped call. The call stays connected and is handled by another agent. Common reasons your device shows it as rejected:
Your device is paused in the queue, so the queue skips it almost instantly and routes the call to the next available agent or device
Normal call routing between agents, where a call is offered to one agent and then moved to the next depending on the group's ringing strategy, and the skipped agent briefly sees a "rejected" status
Your call-visibility setting, which can cause a call answered by a colleague not to appear in your personal history
Step-by-Step Solution
1. Confirm the call was not actually lost
Check whether the call was answered by another agent (for example in Analytics or with an admin who can see all calls). If the caller was connected and handled, the "rejected" status on your device reflects the call being routed elsewhere, not a dropped call.
2. Check whether the agent's device is paused
If this keeps happening to a specific agent, an admin can check whether that agent's device is paused in the group:
Go to Dashboard > Groups.
Open the group (queue) the agent belongs to.
Find the agent in the assigned users and check whether any of their devices is paused. If so, unpause it.
If the agent uses more than one device (for example a desktop app and a mobile app), check each one.
After unpausing, ask the agent to confirm they receive the next inbound call normally.
3. Confirm the agent's status
Make sure the agent's status is Online (not Away or Offline) when calls come in, so the queue routes calls to their device.
4. Review the group's ringing strategy
Open the group settings and review the ringing strategy so it matches how you expect calls to be distributed between agents.
5. Check your call-visibility setting
If the concern is that the call is missing from your history rather than being rejected, this depends on your call-visibility setting.
On a user's profile (Users > [user] > Edit > Advanced), the Global settings for visibility of calls and recordings section controls this:
When The visibility of calls is set to All calls, you can see calls across the account.
When it is set to the more limited option, you see only your own calls plus missed calls from your assigned groups and numbers, so a call answered by a colleague may not appear in your history.
An admin can review or change this in Users > [user] > Edit > Advanced.
When to Contact CloudTalk Support
Reach out to Support if calls continue to show as rejected after checking the above.
To speed up the investigation, include:
The date, time, and timezone of a specific affected call
The caller's number and the agent (or extension) it rang on
Whether the call was answered by another agent
The group (queue) involved
Need help or have a question? Just reach out through our Support portal we're here for you.