Ooma Office Pro admin users have access to the Call Resolution column in the company’s call logs. This column provides extra information about whether a call was answered, rolled to voicemail, or disconnected. This may be useful in situations where you are evaluating the performance of your Ring Groups and Virtual Receptionists, or when you are checking into why a call may not have recorded.

The Call Resolution column shows the following information:

Direct Incoming Calls

  • **Answered by User :** The inbound call was picked up by the user
  • **Sent to Voicemail :** The inbound call was rolled to the user's voicemail
  • Call Unanswered: The inbound call was neither answered nor rolled to voicemail

Incoming Calls to a Ring Group

  • **Answered by User :** The inbound call was picked up by the user at the noted extension or external number
  • **Sent to Voicemail :** The inbound call was rolled to the noted extension's voicemail
  • Call Disconnect: The caller disconnected prior to being answered or rolled to voicemail
  • Call Unanswered: An inbound call was neither answered nor rolled to voicemail

Incoming Calls to a Call Queue

  • **Answered by User :** The inbound call was picked up by the user at the noted extension or external number
  • **Sent to Voicemail :** The inbound call was rolled to the noted extension's voicemail
  • Call Disconnect: The caller disconnected prior to being answered or rolled to voicemail
  • Call Unanswered: An inbound call was neither answered nor rolled to voicemail

Incoming Calls to a Virtual Receptionist

  • Call Complete: The inbound call was connected to the Virtual Receptionist, but disconnected without connecting to a user or a voicemail
  • Sent to Voicemail: The inbound call was rolled to the Virtual Receptionist’s voicemail
  • **Answered by User :** The inbound call was picked up by the user at the noted extension or external number

Outgoing Calls

  • Call Complete: A user’s outbound call was answered or rolled to the user’s voicemail
  • Call Unanswered: A user’s outbound call was not answered