Thread: Ghost Calls
View Single Post
  #5  
Old 03-11-2015, 10:49 AM
ebyh ebyh is offline
Hot Shot
 
Join Date: Dec 2012
Posts: 12
ebyh has 13 reputation pointsebyh has 13 reputation points
Default

Unfortunately I think this is one of the risks of using the Return feature. If the caller hangs up but your server doesn't complete the disconnect, your agents will hear dead air.

You might consider adding a step... Return to a VDN tied to a vector which then collects digits after an announcement. Callers could be encouraged to opt-in to the survey by pressing 1 (or whatever). Then only route those calls to the agent queue. No response or any other digits could instead play a "thank you for calling xyz company; goodbye" and then disconnect.

I hope maybe this helps. Best wishes!
Reply With Quote