Call-routing systems can affect whether a missed GLSA call becomes billable because Google looks at what happens after the call reaches your phone system, including IVR interactions.
Under the October 2026 rule, if a caller reaches an IVR but never presses a key, the 20-second missed-call timer generally does not apply. If the caller presses a key, the timer starts or resets from that interaction, and staying connected for more than 20 seconds can make the missed call billable.
So, if you use IVR, call queues, auto-attendants, or call-routing software, audit how calls are handled. A caller who spends time navigating your system may be treated differently from someone who simply lets the phone ring.
