Admin User/Ext in Analytics Portal: 100% Missed Calls

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Account Type: US/Office

I was reviewing the new analytics portal and found something unusual: our admin extension (super user) is reporting as though it is the recipient of all/most inbound calls, with a 100% missed rate. I've scoured out configurations and confirmed that this extension isn't part of any call handling rules, so I'm confused as to why it is reflected this way.




My only guess is that this admin extension is tied to the primary toll free number (the main company number) somehow, and that is why this is happening. Ultimately, it would be nice to not have this extension skew the report data, but I also want to make sure that we don't have something misconfigured.

As a clarifying point: My company has been with RC since 2009/2010, there's no denying that they have dramatically improved upon the system from back then. I'm not even sure if a new user today has an "admin" extension, but I wanted to express that we do, as it was part of our initial account setup at that time.
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Elite Moving Labor

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Posted 2 weeks ago

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Saadet - Community Support, Official Rep

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Hey there! I'm going to follow up with our Product Team about this and get their input. We'll get back to you when we hear more!
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Brandon Scivolette, Champion

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Thank you. Also, I clearly made the mistake of asking this question under the admin user, not my individual account. Whoops! 
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Jessica - Community Support, Official Rep

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Hey Brandon, 

We followed up with the Product Team and they mentioned that it could have to do with pulling the toll free number, but it could also be due to any ring groups on the account. It was advised to make sure to exclude the admin extension from the report going forward :)  
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Brandon Scivolette, Champion

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I appreciate the follow up and answer! I agree that this extension seems to be directly tied to the TF number, showing a 'call' for every inbound instance. I have confirmed that this extension is not part of any queue, and cannot be dialed directly under any circumstance.

It's good to know that's it only affects reporting. Thanks again!