Who can use this: Tech admin
Available on: Any Gong plan
Non-recorded calls in Gong are displayed:
In the Conversations section of the Home page, with an indication that they weren’t recorded. Hover over the call to see why the call wasn’t recorded.
In the call status report which can be generated by tech and business admins. The report includes the skip codes and description for all non-recorded calls.
Dialer calls
The following table lists dialer call skip codes and explains why a call may not have been recorded.
Skip code | Description |
|---|---|
AUTO_RECORDING_EXCLUDED | Your company has restricted automatic recording within this country or area code, and the user didn't manually start the recording |
BUSY_LINE | The prospect's line was busy |
CALL_DECLINED | Either the call was declined by the recipient or the person was unavailable |
CARRIER_BLOCKED | Unable to make calls from this number since it was marked as spam by the provider |
DESTINATION_TEMPORARILY_UNAVAILABLE | The destination number is temporarily unavailable |
HIGH_RISK | Phone number is in high risk |
INVALID_PHONE_NUMBER | The call was made to an invalid phone number |
MANUAL_RECORDING_EXCLUDED | Your company has set this country or area code to manual recording, and the user didn't manually start the recording |
RECORDING_DELETED_BY_USER | The recording was deleted by the user |
RECORDING_RESTRICTED | Recording in this specific country or area code was prohibited by your company |
Web conference calls
The following table lists web conferences call skip codes and explains why it may not have been recorded.
Skip code | Description |
|---|---|
BAD_SCHEDULE | The meeting didn’t start at the planned time so the Gong bot was unable to join. This may happen when a meeting is moved close to the planned start time (after the Gong bot was dispatched). |
CALL_BLOCKLISTED | The meeting was blocklisted because it contains a blocked email, domain, or phrase. |
CALL_PROVIDER_DISABLED_FOR_COMPANY | The meeting was scheduled with a web conferencing or telephony provider that was disabled for your company before the meeting started. |
CAN_NOT_LISTEN_IN | The meeting didn't have VoIP set up so the Gong recorder couldn't record it |
CANCELED_BY_OWNER | The host cancelled the recording using the Stop recording action on the Gong homepage. |
CANCELLED | The calendar event was moved or updated, for example, cancelled via the calendar, or deleted or rejected by the organizer. |
CANNOT_CONNECT_ERROR | The Gong bot was unable to get into the meeting for a technical reason. For example, because the Zoom meeting required a version upgrade, or the Webex meeting had a redirect URL. |
CAPTCHA_VERIFICATION_BLOCKED_BOT | For Microsoft Teams calls only. The Gong recorder couldn't join the meeting because it couldn't pass a human-verification challenge (CAPTCHA) |
COMPLIANCE_AUDIO_ANNOUNCEMENT | The call wasn't recorded because the bot couldn't play the audio announcement that the call is being recorded |
COMPLIANCE_ENFORCING | The meeting didn't comply with the recording consent settings so the call wasn’t recorded. For example, this can happen when the consent page was changed to be enforced after the meeting was scheduled, and the meeting doesn’t use the consent page link. |
COMPLIANCE_SYSTEM_DECISION | Compliance with the consent settings is enabled, but we were unable to verify that the meeting complied with the settings, and therefore didn’t record the meeting. |
COMPLIANCE_USER_REQUEST | A participant did not consent for the call to be recorded. They clicked the Join but don't record option when joining the meeting. |
CONNECTOR_WAS_NOT_APPROVED | The Gong bot was not admitted to the meeting. |
DENIED_ENTRY | The Gong bot was actively denied entrance to the meeting. |
DID_NOT_START | Gong logged a "waiting for the meeting to start" notification, but the meeting never started. |
DUPLICATE | Two meetings were scheduled to start at the same time, and Gong recorded the second meeting. For example, this can happen when:
|
ENDED | The meeting ended before or when the Gong bot joined. |
HAS_DO_NOT_RECORD_USERS | One of the participants is set to "never record". |
HOST_DENIED_LOCAL_RECORDING | The host denied the request to allow recording |
HOST_NEVER_SHOWED | Gong logged a "waiting for the host to start the meeting" notification but the meeting never started. |
HOST_NOT_ANSWERED | The meeting’s host did not respond to multiple recording authorization requests. |
IMPORT_FROM_CUSTOMER_URL_FAILED | We were unable to import the recording from the given URL. This skip code appears when Gong attempts to import a call via API. |
IMPORT_FROM_DIALER_FAILED | We were unable to import the recording from the telephony system provider. |
INACTIVE_HOST | The meeting host was deactivated in the web conferencing provider. |
INTERNAL_MEETING | Internal meetings are not recorded, as per your company recording settings. |
INTERNAL_MEETING_RESTRICTED | Internal meetings can only be attended by company employees. The bot is an external user and cannot join. |
INVALID_MEETING_URL | Either the meeting URL had no meeting information, or the URL is invalid. |
KICKED_OUT | The Gong bot was removed from the meeting soon after the start time. |
LOCAL_RECORDING_NOT_SUPPORTED | Local recording is not enabled. Check your Zoom configurations. |
MEETING_IS_FULL | The Gong bot couldn't join the meeting because it reached the maximum number of participants. |
MEETING_LOCKED | The meeting was locked before the bot joined. |
MISSING_RECORDING | Gong was unable to retrieve the call from the provider that recorded it. This can happen when the recording was deleted. |
N/A | We identified an unexpected, unclassified failure in recording. |
NO_ATTENDEES | The meeting started, the Gong bot was added to the meeting, but no other attendees joined. |
NO_COMPANY_PARTICIPANTS | The meeting started, but nobody from your company joined. We left the meeting, and disregarded the recorded portion. |
NO_CONTENT | The call was processed but we didn't find any usable audio or video. |
NO_SHOW | Either:
|
NOT_FROM_ORGANIZER_CALENDAR | The meeting wasn't organized by a recorded team member, and only meetings organized by recorded team members get recorded, as per your company recording settings. |
OBSOLETE_CALL | The meeting was organized within 20 minutes of the start time, and Gong did not manage to scan the calendar and pick up the need to record in time. This can be avoided by manually adding the Gong bot. |
ON_AIR_TOO_LONG_WITHOUT_RECORDING | The call was started, but recording couldn’t be started within certain amount of time. |
ONLY_SIGNED_IN_ATTENDEES | The recorder (Gong bot) could not join the meeting because the meeting is set to allow signed in attendees only |
OVERLAPPING_MEETING | Two meetings were scheduled at the same time, and Gong recorded the second meeting. |
PASSWORD_ERROR | The meeting password is wrong. |
PASSWORD_REQUIRED | The Gong bot couldn't join the meeting because a password was required to enter. |
PMI_UNMATCHED_TIMES | The start time of the meeting didn't match the calendar event. This can happen when you have many back to back meetings using the same personal meeting link. |
RECORDING_STOPPED_BY_HOST | Zoom was recording the meeting natively, and the recording was stopped by the host close to the start. |
RESTRICTED_MEETING | The meeting is restricted, and the bot is excluded. |
RESTRICTED_MEETING_SETTINGS | Meeting settings prevent Gong from recording the meeting. For example, in Webex if you disable the participant list. |
STOP_USER_REQUEST | Recording was stopped via the homepage. If using native Zoom recording, you should see a short recording in Zoom cloud storage, unless you have Delete recordings initiated by Gong but not retrieved enabled, in which case we will have deleted the recording from Zoom. |
TEMP_CANNOT_CONNECT_ERROR | Gong attempted to join the meeting but there was a temporary error that prevented us from connecting, for example, timeout. |
TOO_LONG | The call was too long for processing. The maximum recording length we can process is 6 hours. |
TOO_SHORT | The call was too short for import, as per your company recording settings. |
UNKNOWN_MEDIA | The recording's media file type was not recognized, and so we couldn't process the imported file. You can try to convert the file to a standard MP4 file, and reimport it. |
UNKNOWN_STATE | Technical issue |
USER_RECORDING_OFF | The meeting host's data capture was removed after the meeting was scheduled. |
WEB_CLIENT_DISABLED | The Gong bot was unable to join the call because participants were not allowed to join via web browser in the meeting settings. The Gong bot cannot join meetings where the provider app must be used. |
Meetings
The following table lists meeting skip codes and explains why it may not have been recorded.
Skip code | Description |
|---|---|
ALL_DAY_EVENT | This was an all-day event |
BELONGS_TO_ANOTHER_COMPANY | The event was created by another company |
DELETED_BY_USER | The meeting was deleted by owner or participants |
EVENT_BLOCKLISTED | Event is blocklisted because it contains a blocked email domain or phrase. |
INVALIDATING_BY_COMPANY_SETTINGS | Event invalidation due to company settings change |
INTERNAL_MEETING_RECORDING_DISABLED | Internal meetings recordings are disabled for company |
NO_CRM_MATCH | None of the invitees could be matched to a crm entity |
NO_END_TIME | Missing event end time |
NO_ICAL_ID | Missing ICAL ID |
NO_INVITEES_FROM_COMPANY | None of the invitees could be matched to a company entity |
NO_OWNER | Could not identify event owner |
NO_URL | No conference URL found in invite |
NO_VALID_URLS | None of the conference URLs are valid |
PRIVATE_OR_CONFIDENTIAL | Private or confidential event |
REMOVED_BY_USER_DEACTIVATED | Event and meeting removed by user deactivation |