Lot of ringing calls going to agents

[vkad]

No changes were made to the server, but since a couple of days ago we are getting a lot of ringing phones to the agents.

Sometimes the ringing goes on for minutes....I am lost as to whats happening. We use voipinnovations, are they a reliable carrier?

[williamconley]

If a ringing call goes to an agent it's call "False Answer".

http://www.vicidial.org/VICIDIALforum/v ... =4&t=37340

However: VOIPInnovations is not known for this. They would likely fix the issue if provided with technical details of a few dozen calls. They should not be billing you for calls that are still ringing ... but the upline carrier is "fake answering" and then playing a ring tone. There is NO way for VOIPInnovations to know about this ... unless YOU tell them. So tell them and let them fix it. And switch to another carrier in the meantime. Always best to have at least three carriers "live and tested" anyway. This sort of thing happens a lot more than it should.

On another note: If you did not tell VOIPInnovations you were using a "dialer" and utilize the "dialer deck", you may want to work that out first. False Answer is rarely (never?) an issue for those not using a dialer. And using a Dialer on the cheaper NonDialer rate deck is not something they have a sense of humor about.

[vkad]

We are using dialer with their dialer rates. We have agreed on 50-60% asr and acd we get around 18-19s

Have you heard of commpeak? How are they?
Any other recommendations for carriers please?

[vkad]

Any other recommendations for carriers please?