Recovering From Dropped Calls

What are dropped calls?

Dropped calls happen when two (2) or more contacts answer the call at the same time. Only one (1) call will be connected to the Agent and the other call will be dropped. This also happens when the campaign is stopped while the calls are being dialed. All calls at the time when the campaign is stopped will be dropped. Calls can get dropped in case of auto dialer or predictive dialer where calls are dialed by CallHub in an automated fashion.

You can get the data of dropped calls by following the steps below:

How to get the list of dropped calls?

Users can check the status of each calls made in the “Results” tab of the campaign. The system supports filtering call results so users can filter based on “Status”. Here are the steps on how to get the list of dropped calls through Call Results filtering:

1. Filter Call Results based on call’s “Status/Disposition” in the “Results” tab of the campaign.
2. Once filter results are shown, click on “Create Phonebook from Results” button to automatically create a phonebook with the filter results.

Another option is to export all call results and use excel filtering to filter calls. Here are the steps on how to get the list of dropped calls through Excel filtering:

1. Export all call results in the “Results” tab of the campaign by clicking “Export Results” button.
2. Open the exported file in Excel and filter the data based on “Disposition”.
3. Once filtered, copy all the data and paste it to a new document and save it. Then import the new file to a new phonebook in CallHub.

Once a new phonebook is created, users can then assign the phonebook to a newly created campaign to be able to run the campaign and send calls to contacts that were marked as “Dropped”.

Dropped Restrictions

In the USA and Canada, if someone answers but no agent is available within 2 seconds of the persons greeting, FCC regulations consider the call abandoned and require the dialer to play a recorded message. The FCC requires that Dialers abandon less than 3% of answered calls. As default, the “Enable Dropped Restriction” is checked under Auto Dialer/Predictive Dialer in the “Contacts” tab of the Campaign. Just click uncheck if the restriction doesn’t apply to your campaign. Please refer to the screenshot below.

How To Handle Dropped Calls

When the drop restrictions is enabled, the following options below are available on how you want to handle the dropped calls:

1. Play Answering Machine Audio

This refers to playing the Audio set in the “Answering Machine” under “Script” tab of Call Center Campaign when the call is dropped. Please refer to the screenshot below.

2. Hangup

This refers to hang up the call directly when the call is dropped. Please refer to the screenshot below.

Click choose “Hangup” if you prefer the call to hang up directly when dropped.

The steps and options mentioned above can help the users to handle the data of dropped calls and on how to recover from it. Dropped calls are due to automated dialer and if wanted to avoid it, users can use the “Power Dialer.