Drop vs disconnected

[bc319]

VERSION: 2.6-365a/BUILD: 120420-1620

I was unable to find this topic so I apologize if this has been addressed in another thread.

We are experiencing a lot of "dropped" calls that are, in fact, disconnected numbers. Is there a way to pass the actual call so the agent can hear the "The number you are calling is not in service" message instead of the simulated ring and drop that the dialer uses? From a support standpoint, I'm just looking for a way to minimize false alarms.

Thanks in advance.

[omarrodriguezt]

Notice that dropped calls are calls that never were answered by the agents. Increment the dial time out (go to campaign detail). Also change the routing extension:
Routing Extension - This field allows for a custom outbound routing extension. This allows you to use different call handling methods depending upon how you want to route calls through your outbound campaign. Formerly called Campaign VDAD extension.
- 8364 - same as 8368
- 8365 - Will send the call only to an agent on the same server as the call is placed on
- 8366 - Used for press-1, broadcast and survey campaigns
- 8367 - Will try to first send the call to an agent on the local server, then it will look on other servers
- 8368 - DEFAULT - Will send the call to the next available agent no matter what server they are on
- 8369 - Used for Answering Machine Detection after that, same behavior as 8368
- 8373 - Used for Answering Machine Detection after that same behavior as 8366
- 8374 - Used for press-1, broadcast and survey campaigns with Cepstral Text-to-speech
- 8375 - Used for Answering Machine Detection then press-1, broadcast and survey campaigns with Cepstral Text-to-speech

[williamconley]

VERSION: 2.6-365a/BUILD: 120420-1620

I was unable to find this topic so I apologize if this has been addressed in another thread.

We are experiencing a lot of "dropped" calls that are, in fact, disconnected numbers. Is there a way to pass the actual call so the agent can hear the "The number you are calling is not in service" message instead of the simulated ring and drop that the dialer uses? From a support standpoint, I'm just looking for a way to minimize false alarms.

Thanks in advance.

Your carrier is passing the calls as answered when they are disconnected? LOL Change carriers. Check the asterisk CLI in sip debug mode and see if they are marking them as "answered" and complain. Disconnected numbers cannot, by definition, answer.
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