Dead Call Max Status Issue

[dreedy]

I have recently set "Dead Call Max Status" to 30 seconds.

I have noticed an issue with this. In the process of the call being in progress and the customer hangs up, if the agent calls them back on the main number or alt number the second time. The dead call timer will still hang up on the call at 30 seconds from the initial time of the hang up.

The Manual Alt Num DIaling is set to "Y" on this campaign.
Drop Call Seconds "4"
Customer Gone Warning Seconds "30"


Is this normal behavior for this setting?

[mflorell]

Yes, if you are using manual ALT number dialing in the campaign then you should not activate that feature. The feature was designed to force agents to move along to the dispo screen, and that's not really something you need to do if you are allowing manual ALT number dialing.

[dreedy]

Darn, It would have been nice. I have several reps that tend not to watch there screen. This cause them to be listed as Dead on the real time screen. Thanks for the quick reply.

[williamconley]

Darn, It would have been nice. I have several reps that tend not to watch there screen. This cause them to be listed as Dead on the real time screen. Thanks for the quick reply.

You could try telling them to log out and back in. This may clear the DEAD and allow them to then manually call their last lead without getting cut off.

Or pay for the feature to be upgraded and "take into account" a manual redial.

[dreedy]

I have found that if the make their next call without alt dialing that they can go into the call log and locate the call that was hung up and alt dial then. Or like you say log out and back in, then alt dial.

Yep i might be able to get it that way also.

[williamconley]

Of course, if they merely disposition the call as a special dispo named "oops, lost the call", then go to their call log and call that last call again ... they should be good without logging out. But they likely MUST dispo that dead call before continuing to avoid the deadcall max timeout.