Frequently Asked Questions: Calls

Aloware will mark unanswered calls as Missed or Abandoned. This article answers Frequently Asked Questions about Calls.

Laarni D avatar
Written by Laarni D
Updated over a week ago

Welcome to the Aloware Calls FAQs!

Discover how to make the most of Aloware's powerful Calls feature. This FAQ page provides valuable insights and answers to common questions, ensuring you optimize your communication experience.

Learn how to effortlessly make and receive calls, set up call forwarding, explore various call recording options, and take control of your call management. Whether you're new to Aloware or a seasoned user, this page equips you with the knowledge to enhance your calling capabilities.

From sales professionals to customer support representatives and business owners, understanding Aloware's Calls feature is crucial for streamlined operations and improved customer interactions.

Let's dive in and uncover the answers you need to maximize your communication potential with Aloware!

What are the call dispositions in Aloware?

Call Disposition is labeling the outcome of a call that helps the admin to analyze sales and support calling operations: Busy, Connected, Left a live message, Left voicemail, No answer, Wrong number. Learn how to add and customize call dispositions in this article.

Can I turn off the call recording?

Yes. Your admin can select "Never Record" for Inbound or Outbound Calls under Account > Call Settings > Inbound Call Recordings/ Outbound Call Recordings.

What is Fishing Mode, and when should I use it?

Fishing Mode disables auto dispatching of calls. Callers are waiting in the queue where users/agents can pick up calls. Learn how to Enable the Fishing Mode.

How to transfer calls in Aloware?

You can transfer an active call in Aloware in two (2) ways:

  • Warm Transfer is introducing the caller to the next agent

  • Cold Transfer is transferring the caller

Read this article to know more about Transferring an Active Call in Aloware.

How do I handle missed and abandoned calls?

When a call is not answered, it will be marked as Missed or Abandoned.

Admins can configure how to handle Missed and Abandoned calls in Lines > Routing IVRs:

Is there a way to set up that every missed call notification from all of the lines goes to one email address?

Yes, you can do this by setting up one user that has the email address that will receive the notifications.

From the Users menu > Navigate to Notification Settings > Communication Notifications > Enable the Call to personal line or to the ring groups this user belongs to. Read this article to learn more about Notifications Settings.

What is the difference between call duration and call talk time?

Call duration is the length of time the call was connected which started from ringing, while call talk time is the amount of time the user talks to the contact.

What is the difference between missed and abandoned calls in Aloware?

Missed Call for Inbound Calls

A missed call in Aloware refers to an inbound call that goes unanswered or unhandled by any user. There are several situations where a call is considered missed:

  1. If the call enters a ring group (including queues or direct transfers) and the caller hangs up or reaches the maximum wait time of the queue.

  2. If the call reaches a personal line and the caller hangs up before it is answered.

  3. If the call is received outside of business hours.

  4. If the call enters a voicemail recording, it is logged as a missed call along with a voicemail.

Abandoned Calls for Inbound Calls

An abandoned call in Aloware occurs when an incoming call is terminated by the caller before it can be properly answered or routed. The following scenarios classify a call as abandoned:

  1. If the call hangs up on the welcome audio before entering (starting to ring) a ring group, including queues and direct transfers.

  2. If the call is disconnected while interacting with an Interactive Voice Response (IVR) system before the caller enters any digit or is transferred to a ring group.

  3. If the call is terminated by the caller while in a ring group, prior to the call being answered, when fishing mode is enabled.

Abandoned Calls for Outbound Calls

In the context of outbound calls, an abandoned call occurs when an Aloware sequence uses the Progressive dialer step to automatically call a contact, but the contact does not answer the call. In this case, the call is marked as abandoned as it was not successfully connected with the intended recipient.

How do I select a different phone number to call from?

To choose a different phone number for making calls in Aloware Talk, follow these steps:

  1. Access your Aloware account and go to the dialer or calling feature.

  2. Select the line you will use to call (if you do not have a default line to use).

  3. Enter the contact's name in the phone number field that you want to call. A list of available phone numbers will appear. Choose the desired phone number you want to use for making the call.

  4. Once you've selected the phone number, proceed with initiating your call as usual.

Can Aloware's click-to-call extension recognize phone numbers in any web page?

Yes, when Aloware's click-to-call extension is enabled, it can recognize phone numbers on any web page. It converts the numbers into clickable links, making it easy for users to initiate calls with just one click. The extension works for phone numbers displayed on websites, emails, or any other web page, providing convenient calling functionality.

What does blocking a contact mean?

Blocking a contact means preventing them from calling you or sending you text messages. It's a way to stop unwanted communication from specific individuals.

What message will a blocked caller hear when they try to call you?

When a blocked caller attempts to call you, they will hear a message saying, "Sorry but we cannot connect you at this time."

How many additional users can be added to a conference call in Aloware?

Aloware supports the addition of one additional user to a call.

Did this answer your question?