---
title: "Why was a CSR unable to answer a customer call and what happened to the call?"
slug: "why-was-a-csr-unable-to-answer-a-customer-call-and-what-happened-to-the-call"
updated: 2026-10-15T01:11:51Z
published: 2026-10-15T01:11:51Z
canonical: "help.servicetitan.com/why-was-a-csr-unable-to-answer-a-customer-call-and-what-happened-to-the-call"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why was a CSR unable to answer a customer call and what happened to the call?

## Problem

The employee tried to answer a customer's call through Dialpad via browser and the call did not connect properly.

## Solution

Use *Call History* and *Call Journey* to trace how the call was routed and where it may have failed.

### Check Call Journey

1. In [DialPad](https://dialpad.com/settings), click **Call History** to view the company calls.
2. In the *All calls* page, click the **Users or groups** dropdown and search for the customer number.
3. After you entered the number, click **Apply**.
4. Click **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-31T04%3A51%3A05Z&se=2026-10-31T05%3A51%3A05Z&sr=c&sp=r&sig=K09plxqFKEB3RdlWiOtVbgxxUW2lWpSzqXgE38x1Upg%3D) **> Call journey** to learn more about the call. ![Click More > Call journey](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/why-was-a-csr-unable-to-answer-a-customer-call-and-what-happened-to-the-call-image-20teanib.png?sv=2026-02-06&spr=https&st=2026-10-31T04%3A51%3A05Z&se=2026-10-31T05%3A51%3A05Z&sr=c&sp=r&sig=K09plxqFKEB3RdlWiOtVbgxxUW2lWpSzqXgE38x1Upg%3D)The Call Journey window shows how calls come into your Dialpad system, what happens during the call, how it's routed, and how it ends.

![The Call Journey window showing how calls come into your Dialpad system, what happens during the call, how it's routed, and how it ends](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/why-was-a-csr-unable-to-answer-a-customer-call-and-what-happened-to-the-call-image-hzl3hus2.png?sv=2026-02-06&spr=https&st=2026-10-31T04%3A51%3A05Z&se=2026-10-31T05%3A51%3A05Z&sr=c&sp=r&sig=K09plxqFKEB3RdlWiOtVbgxxUW2lWpSzqXgE38x1Upg%3D)