I had a customer call today that went to the fallback destination for the number (i know because they were testing, and the fallback number was my number), but i don't see call in the call logs. If a call goes to the fallback destination is no log created?

@isaiahbuilds I'm glad you reached out for clarification. When a call is forwarded to a fallback destination, it should still be logged in the call logs. The logs are designed to capture all call events, including those that are forwarded to alternate numbers. If you're not seeing the call in the logs, this could be an anomaly or a technical issue that needs to be investigated further. To assist you better, could you please provide me with the date and time of the call, or any other relevant details that could help us locate the call log? This information will be crucial for us to troubleshoot the issue effectively.

yes, the call happened at 1:16PM EST today (Jan 20, 2025)

@isaiahbuilds Thank you for providing the details of the call. It's unusual that the call isn't showing up in the logs, even though it was directed to the fallback number. There could be several reasons for this, such as a delay in the logging system, a configuration issue, or a technical glitch. To resolve this, I would recommend checking the call log settings to ensure that logging for calls directed to fallback numbers is enabled. Additionally, you might want to wait a little while longer as sometimes logs can take a moment to update. If after these steps the call still does not appear in the logs, it would be best to reach out to the technical support team for further assistance. They can look into the system more deeply to understand why the call was not logged and help prevent such issues in the future. Would you like me to guide you through checking the call log settings or assist you in contacting technical support?

id like to connect to support

@isaiahbuilds could you share your org id so i can take a look?

I dm'd you the org ID and the phone number id that it happened on

@isaiahbuilds Yes, if the call goes to the fallback destination, it is not logged because the call was never created.

so is there any way to get insight on why it failed?

@isaiahbuilds yeah can we get to know about this through logs could you share the most recent call id where it went to fallback destination?

you said there's no log if it goes to fallback. But there's no call id if theres no log. what am i missing? I sent you the phone id and the org id via dm. the call happened 1:16PM EST Jan 20, 2025 https://cdn.discordapp.com/attachments/1330990957650378762/1334216471664001155/Screenshot_2025-01-29_at_12.37.53_PM.png?ex=679bb96b&is=679a67eb&hm=4b4cbd617487b0193f92b1bbc04e9de0543869e2d4c64bdca2939b2ea7f1c9a4&

You asked for insight, so I told you I can look into the internal logs if attempted call went to fallback destination.