After a call is connected to an agent, if the call fails or is unexpectedly ended from the agent's side, then the call goes into a call recovery flow. Depending on the type and duration of a failed call, the call recovery can either be automatic or manually initiated by an agent.
Why calls are unexpectedly ended or dropped
A call might drop unexpectedly for the following reasons:
The agent closes the active tab or browser during the call.
There are network issues on the agent's side—for example, the Wifi drops or the bandwidth is exceeded.
There are network issues on the caller's side.
Mobile SDK: automatic call recovery
If the agent's connection is interrupted or unexpectedly ended from their voice provider, Contact Center AI Platform (CCAI Platform) waits for up to one minute for the agent to be reconnected. If the agent reconnects, the call is automatically recovered and both the agent and caller can resume the call.
If the agent doesn't reconnect within one minute, or if the caller hangs up,
the call is ended and the status is set to Finished.
Manual callback
End the call and call back
When an agent is on a call, they have the option to end the call and call back. This is useful if there is a bad connection or the caller has difficulty hearing.
Click End and call back to end the call and place a new outbound call to the caller with a new Call ID. If this call originated as a VoIP call from the Mobile SDK, the VoIP is used to call the end-user back. If this was an IVR call or a Mobile SDK PSTN call, the call is placed back to the end-user through PSTN.
Short call recovery
If Automatic Wrap up is enabled and the call connects but is ended within 10
seconds of connecting, the call adapter appears with the message, "The call was
too short". The agent can click either Call back, or Back to
Available, placing them back in Available status.
The agent can do the following:
Click Call back to place a new outbound call to the caller with a new call ID.
Click Back to Available to set the agent's status to available.
A timer also counts down to automatically set the agent's status back to
Available. The timer is set for 15 seconds by default.
See Wrap-up settings for more information about automatic wrap-up settings.
Voicemail callback
When an agent listens to a voicemail, they have the option to click Call
back. This places a new outbound call and sets the status of the original
voicemail call to Voicemail Read.
Scheduled call recovery
If an end-user schedules a call through the web SDK or mobile SDKs and doesn't
pick up the call at the scheduled time, a callback option is presented to the
agent to create a new outbound call. The original call ID has the following fail
reason: End-user No Answer.