How are Failed Calls Handled in Native Voice?

Introduction

In any communication system, technical issues such as failed connections can occasionally occur. Native Voice is designed to handle these situations efficiently to minimize disruptions and ensure smooth operations. This document outlines how the system manages failed inbound call connections and provides guidance for agents encountering such issues.

Scenario: Failing to Connect an Agent After Accepting an Inbound Call

In some cases, an agent may experience a failed connection after accepting an inbound call from the queue. When this happens, Native Voice automatically takes steps to resolve the issue and maintain workflow continuity.

System Behavior

1. Call Failure Notification
   If the connection fails, the system displays a "Call failed" message in the conversation interface to notify the agent of the issue.

2. Call Re-Queueing
   The failed call is automatically returned to the queue, making it available for another agent to handle.

3. Agent Availability Reset
   The disconnected agent becomes available again after approximately 7 seconds. If no other agents are available to take the call, the system will re-offer the call to the same agent.

4. Recommended Action
   If the issue persists, agents are advised to refresh their browser page to resolve potential local connectivity problems.

Visual Walkthrough

The following steps illustrate how Native Voice handles a failed connection and re-offers the call:

1. Call Acceptance
   The agent accepts an inbound call from the queue.

2. Connection Failure
   The system detects a failed connection and displays a "Call failed" message.

3. Call Re-Queueing
   The call is returned to the queue for rerouting to another available agent.

4. Re-Offer to the Same Agent
   If no other agents are available, the system re-offers the call to the same agent after a 7-second delay.

5. Successful Connection
   On the second attempt, the agent successfully connects to the call.

Additional Notes

• The automated re-queueing and re-offering process ensures minimal downtime and maximizes the chances of successful call handling.

• Agents encountering repeated connection issues should contact their system administrator or Native Voice technical support for further assistance.

By following these guidelines and leveraging Native Voice's built-in failover mechanisms, agents can effectively manage failed calls and maintain a seamless customer experience.