Overview

If you are noticing an increased amount of call quality reports with "did not connect" call result value or Playbooks support has notified you about such spike there are some measures that can be taken that we recommend.

Information

The most common cause of this issue is rejecting/ignoring a call to connect the bridge line by ending the call on your personal phone before it's answered. If you have a voicemail box set up that is where the bridge line goes when you do that. It will stay there "talking" to your voicemail for up to 5 or so minutes unless you manually disconnect it from the Playbooks settings. Best practice for ending a call you didn't mean to initiate or want to cancel is to answer your phone and then end the call in Playbooks before it connects to the advisor.

The quickest way to resolve this issue when it occurs is to disconnect the agent leg from the Playbooks phone settings. If that doesn't resolve the issue as it's occurring then please contact Playbooks Support. Here is an article that covers calls troubleshooting in general.

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Call Quality Reports can be checked on DOMO portal. You can check call length using Client Start Time and Client End Time columns values and make a conclusion whether a connection occurs or not. Call length around 5 mins might mean a call going to Voice mail.

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