Symptom / Need
Calls drop unexpectedly, affecting communication with customers.

Context / Scenarios
To identify the cause of dropped calls, it is important to analyze different factors such as the type of call (incoming or outgoing), the telephone operator, the dialer used and the infrastructure involved.

Answer (Solution/Recommendation)

1. Identify failure patterns:
   • Do the falls occur at a specific time?
   • Does it affect all agents or just some?
   • Are these incoming or outgoing calls?
   • Is the problem with a particular carrier?
2. If the calls are outgoing:
   • Determine whether they are made using predictive or manual dialing .
   • If the trunk is from Wolkvox , validate the status of the SIPTAR servers.
   • If the trunk belongs to the customer , check with your telephone provider.
   • Test calls using the Wolkvox trunk to rule out client configuration issues.
3. If the calls are incoming:
   • Identify which Wolkvox telephony server the calls are arriving at.
   • Validate with Wolkvox support if there is any new development in the infrastructure.
   • If the line is owned by Wolkvox, perform dialing tests.
   • If the client transfers calls to us from their own trunk, please confirm with their telephone provider.
4. Tests and discards:
   • Connect a test agent and make inbound/outbound calls to evaluate behavior.
   • Compare the total number of answered calls with those that present a failure code due to a drop.
   • Ask the customer if they have made any recent changes to their trunk configuration .
5. Escalation:
   • If the problem is massive and no obvious faults are identified, the case should be escalated to infrastructure to analyze traces in real time.
   • If the telephony is handled by the customer, he can also perform traces to identify the cause.

These steps allow for a detailed review to find the root of the problem and apply the most appropriate solution.