Symptom / Need

Outbound calls via campaign are resulting in Busy, Failed and Congestion status reports.

Context / Scenarios

To understand the problem, it is necessary to be clear about the following concepts:

• No Answer: “No answer”; the client is not available.
• Answer Machine: “A machine answered.”
• Congestion, Busy: “Congested or occupied”; can occur for several reasons, such as:
  • Problems with the customer's operator network.
  • Poor signal reception from the client.
  • Massive customer operator failures.
• Abandon: “Abandoned”; the customer answers but hangs up the call before being transferred to an agent, which could be due to a signal change or the customer’s discretion.

Answer (Solution/Recommendation)

The result of Busy, Failed and Congestion should be analyzed from the following technical perspectives:

1. From the client side:

• Verify outbound calls when using customer-owned trunks |
• Check for any updates from the telephone operator of the user you are trying to call.
• Confirm if the phone numbers in the database are:
  • Assets.
  • Current.
  • Or disabled.
• Perform manual testing by calling the respective numbers to validate their status.

2. From Wolkvox's side:

• Analyze outgoing calls through Wolkvox trunks (Confirming which Prefix is dialed).
• Check the phone number database to determine if they are:
  • Assets.
  • Current.
  • Or disabled.
• Perform manual tests by calling some numbers that are marked as Busy, Failed or Congestion.

Final procedure: Once the analysis has been carried out from both perspectives, a process of elimination will be applied to identify the cause of the problem and establish a possible solution.