Table of Contents


Overview

When a call is not answered, it will be marked as Missed or Abandoned. You can configure your Line to handle missed calls and abandoned calls effectively and ensure no customer call is lost.


The settings are located in Routing & IVR tab.


Inbound Calls

Missed Call Definition

An inbound call is considered missed if:

  • It enters a ring group (including queue or direct transfers) and caller hangs up phone or reaches the max wait time of the queue

  • It reaches a personal line and caller hangs up

  • It is made outside business hours

  • It enters a voicemail recording, at which point it registers as a missed call and a voicemail

Abandoned Call Definition

An incoming call is considered abandoned if:

  • If the call hangs up on welcome audio before it enters (starts ringing) a ring group (including queues and direct transfers)

  • If the call is hung up on an IVR before the caller 1) enters any digit or 2) is transferred to a ring group.

  • If fishing mode is turned on and the caller hangs up while in a ring group prior to the point of answer

*Note - A dead end call is ignored. This is used when the admin decides everyone should ignore calls routed here.


Outbound Calls

Abandoned Call Definition

An outbound call is considered abandoned if:

  • An Aloware sequence uses the Progressive dialer step to automatically call a contact but the contact doesn't answer.


Line Voicemails

The voicemail prompt you are configuring here is attached to the Line itself, not to the agents. Agent voicemails can be configured in the Users tab. This voicemail is used when:

  • The IVR sends the call to VoiceMail

  • The call is sent to a ring group, no queue is configured, and no one is available (fast forward)

  • The call is stuck in a ring group’s queue, and no one has taken the call (smart queue)



Handling Missed Calls

There are four ways to handle missed calls:

  • Take a Voicemail [default] - Play a prompt and take a voice message. You can view the Voicemails later on the dashboard or Line activity. You’ll receive an email with the voicemail too.

  • Route to other Line - This will send your call to another Aloware line to be answered.

  • Foward externally (to a phone number) - Will send the call to a phone number outside the Aloware ecosystem, like a messaging service.

  • Do nothing and hang up - This will just hang up the call without any further action.


How to Text Callers on Abandoned or Missed calls

You can send a follow-up text message if the call is abandoned or missed.

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