Hello Hongxu,
before treating this as a phantom close, the one place that will tell you exactly what happened is the alert's Activity Log, so start there.
Open the alert and go to the Activity Log tab on the Alert Details window. It records every state change together with its source, so it will show whether the close came from a user over voice, from a policy, or from an integration, and at what time. It also records the per responder notification states. A voice call that was actually picked up shows the state "Received", so if you see a close attributed to voice but no matching "Received" entry for you, that is the first sign the call did not reach you the way the log suggests.
https://support.atlassian.com/opsgenie/docs/track-user-events/
Why the wording matters: in an outbound voice notification the actions come from the dial pad, and pressing 2 closes the alert. So a close "via voice" means a close keypress came back over the call. When the person never got the call but a close still registered, the usual cause is the call being answered by a voicemail or answering machine, whose greeting or tones get read as that keypress. Atlassian does not document that voicemail interaction explicitly, so I would not state it as certain, but it fits the pattern of a close arriving over voice while you received nothing. The dial pad actions are documented here:
https://support.atlassian.com/opsgenie/docs/send-voice-and-sms-notifications/
One thing to rule out: if this alert was created by Incoming Call Routing rather than a normal notification, the behaviour is different by design. Those alerts close automatically when the caller hangs up before an on-call user answers, and the close is attributed to the incoming call in the log. If the Activity Log points that way, you are looking at the routing behaviour, not a notification bug:
https://support.atlassian.com/opsgenie/docs/incoming-call-routing/
Greetings,
Alex
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