Overview

You might notice that during some Playbooks calls without a connection recorded call time is less than you might be expecting (i.e. it is 0), while some other calls without a connection have an actual duration. You notice that the time your phone was ringing was not recorded as the call duration.

Information

Please note that calls that were not answered should have 0 duration.

If a call (without a connection) has duration different than 0, it means that the prospect's carrier started charging the call (as if it was connected) before the prospect picked up their phone (or the call connected to voice mail). This might also be a result of a multi-second lag between your call and the actual connection - you still hear ringing while the prospect has picked up the phone or the call connected to voice mail. Depending on whether it can be reproduced with a different carrier it might be your carrier, client's carrier, or both parties involved in a call.