Short Answer: They didn't complete all the steps necessary required to actually leave a message.
Long Answer: We get many millions of calls on an annual basis. A large number of these calls are from parties who call in, hear that an office is closed, hang up, and decide to call back when the office is open. Obviously you don't want to be notified each time that happens.
Therefore, On Call Central has a very basic standard for what constitutes the actions that are necessary and sufficient to trigger a notification. That standard is when a caller takes ALL of the following actions:
- Selects an option that will result in a notification to a provider. Currently this includes our paging module, email module, round robin module, and email to on call provider module.
- The caller leaves a valid US-based callback number. This either happens by pressing "1" to confirm that they want to be called back at the caller ID we detect, or by entering an alternate callback number.
- They leave a message of non-zero duration. If they hang up before leaving a message, that doesn't satisfy this step.
If they complete each of these steps, On Call Central's notifier will be activated. If they fail to complete any of these steps, the notifier will not be activated, and the call will not show up in your dashboard.
They either complete the steps, or they do not; this, in turn, either triggers the notifier, or it does not. There is no middle ground on this.