Apple’s Live Voicemail feature launched in 2023 on iOS 17. When it is turned on, this feature will cause calls transferred to iOS voicemail to appear identical to an answered call in reporting. For visibility into answer rates that reflect actual answered calls, we introduced the “Without Live Voicemail” Reporting view in the Customer Portal.
This reporting feature is “Without Live Voicemail” and is enabled by default. While active it more accurately represents how your calls are being received by called parties.
If you toggle this to “With Live Voicemail”, it appears your answer rates go up, but these include calls transferred to iOS voicemail.
Live Voicemail Solution FAQ
Is there any way of distinguishing between a human answered call and Apple Live voicemail?
We are currently the only branded calling provider that is able to give you true visibility into actual answer rates not impacted by the Live Voicemail feature.
What reporting elements may be impacted by the Live Voicemail feature?
Any metric based on answer rates and call duration will be affected by Live Voicemail including answer rate, talk rate, contact rate, engagement rate, etc.