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

  • Updated on Mar 27, 2026
  • Published on Mar 22, 2026
  • 1 minute(s) read
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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, 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 > Call journey to learn more about the call. Click More > Call journeyThe 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

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