Not Receiving Notifications

Troubleshooting Missed Call Notifications in WizCaller: Causes and Solutions

One of the core features of WizCaller is the ability to receive notifications for missed calls. However, you may encounter some rare situations where you do not receive email notifications for certain missed calls. This article explains the root cause of this issue and how to resolve it.

Understanding Why Missed Call Notifications Aren’t Being Sent

When a call is placed through Twilio, WizCaller relies on Twilio to send a “call ended” signal when the call finishes. This signal triggers two key actions in WizCaller:

1. Notification: If notifications are enabled, WizCaller sends out an email alert to notify you of the missed call.
2. Caller Identification: WizCaller checks whether the caller is new. If the caller has never interacted with your Twilio numbers before, WizCaller marks the call as such.

If you are not receiving notifications for certain missed calls, it is likely because WizCaller did not receive the “call ended” signal from Twilio. Without this signal, WizCaller is unable to initiate the notification process, which leads to missed alerts.

What Causes the “Call Ended” Signal to Fail?

While it is rare for Twilio to fail to send the “call ended” signal, there are a few scenarios where this can occur:

1. Premature Call Termination: In some cases, when a caller hangs up prematurely (e.g., before completing an interactive step like pressing a digit in an IVR), Twilio may not properly trigger the signal to notify WizCaller that the call has ended.
2. Network or Signal Disruptions: Occasional disruptions in Twilio’s network or connection issues may lead to the failure of the signal being transmitted to WizCaller. Although rare, these occurrences can result in the notification process not being activated.

The Role of the Green Dot in Call Log

The green dot in the Call Log page in WizCaller indicates whether a caller is contacting your Twilio number for the first time. If Twilio successfully sends the “call ended” signal, WizCaller checks if the caller is new and marks the call with a green dot if it’s their first time calling. However, the absence of the green dot is a byproduct of the underlying issue—the missing signal from Twilio. The failure to send notifications and the missing green dot are both consequences of the same problem.

How to Diagnose and Fix the Issue

If you are experiencing this issue with notifications, follow these steps to diagnose the problem and resolve it:

1. Check Your Twilio Logs

• Twilio Call Logs: You can access detailed logs of all your calls through Twilio. These logs will show the status of each call, including whether the “call ended” signal was sent. If the signal wasn’t sent, it will be reflected in the log.
• Twilio Error Logs: In addition to the call logs, the error logs can help identify any issues with the calls that failed to send notifications. Access these logs to look for any error messages related to the missed calls.

2. Test the Call Scenarios

• Perform Test Calls: Try simulating different types of calls to see when the notifications fail. For example, have someone call your Twilio number and hang up after a few seconds without completing any IVR steps. Document whether these calls trigger email notifications or not.
• Monitor Notification Settings: Double-check that your email notifications are correctly enabled in WizCaller. Even if notifications worked for some calls, a configuration issue could prevent them from being triggered for others.

3. Communicate with WizCaller Support

• If the issue persists after reviewing the logs and testing the system, reach out to WizCaller support. Provide them with screenshots or specific details from your Twilio logs so they can help diagnose the problem. WizCaller support can offer deeper insights into the communication between Twilio and the platform and may be able to identify any signal transmission issues.

Common Issues and Solutions

Here are some common reasons why your missed call notifications may not be working and how to resolve them:

1. Premature Call Hangups

• Issue: The caller hangs up before completing an interactive step or too quickly after dialing.
• Solution: Check the Twilio logs to confirm if the signal was sent. If this issue occurs frequently, consider adjusting your IVR or voicemail prompts to encourage callers to stay on the line longer.

2. Twilio Signal Loss

• Issue: Twilio experiences a delay or failure in sending the “call ended” signal.
• Solution: Review Twilio’s call and error logs. If you notice frequent signal transmission issues, contact Twilio support to investigate any network disruptions.

3. Notification Settings Not Enabled

• Issue: Notifications are not properly configured for your Twilio numbers in WizCaller.
• Solution: Double-check that email notifications are enabled for your missed calls in WizCaller. Ensure that the correct email addresses are set to receive these notifications.

Getting Further Assistance

If you’re still experiencing issues after testing and reviewing your logs, WizCaller support is here to help. Contact us with specific examples of the calls that failed to trigger notifications. We’ll work with you to identify the cause and find a solution.

For further troubleshooting guidance, visit our guide on Managing Call Notifications in WizCaller.