Handling dropped calls in VCC Live

Estimated reading time: 6 minutes | Target users: Supervisors, Agents

In this tutorial, you will learn how VCC Live handles Dropped calls

1. How does the system handle Dropped dispositions by default?

By default, when a call attempt ends with a Dropped disposition, the system flags the affected records and prevents them from being dropped again. This means that if a client was previously dropped—due to the use of the Predictive or Power dialer, which established the call but had no available agent to handle it—the system ensures that an agent is preassigned for the next attempt to prevent another drop.

In practice, this means:

• Any previously dropped client has an agent waiting on the line to handle the call.
• Regardless of whether the call is answered, the agent remains in Waiting for Callback status.
• For the dialer, this reduces the number of agents available for new calls.
• Previously dropped records are excluded from the AMD (Answering Machine Detection) mechanism and are always connected to an agent, whether a machine or a human answers. These attempts do not undergo AMD verification (visible in the CDR log – Scores column as "0;skip/dropped").

2. How does the Inactivate Dropped Calls function work?

This function allows customers to replace the default Dropped disposition with any other disposition of their choice. As a result, the system treats previously dropped records like any other record. Specifically:

• The record is no longer flagged as previously dropped.
• Agents no longer need to wait in line for the client to pick up.
• AMD detection can proceed normally.

Important: The function does not retroactively remove the Dropped flag from records retroactively. It only affects records dropped after the feature is enabled.

Tip: When using this feature, it’s recommended to select a disposition that still indicates the attempt result was dropped to make it distinguishable, for example, for reporting purposes.

3. What are the benefits of using the Inactivate Dropped Disposition function?

• Increased dialer efficiency – More agents remain available for the dialer algorithm.
• Improved AMD verification – More accurate detection and fewer unnecessary agent interactions with answering machines.
• Better agent efficiency – Agents spend less time waiting for callbacks related to previously dropped records.

4. What are the possible drawbacks?

Clients may experience multiple dropped calls on consecutive attempts (silent calls), which can lead to frustration or, in some cases, fraud accusations.

5. How to enable the function?

This feature is not visible by default and must be enabled on the VCC side. Once activated, it appears in the Admin/Supervisor interface under:

• Project → Outbound (available when Power or Predictive mode is selected).

The checkbox needs to be selected, and then the relevant disposition replacing the default, Dropped disposition must be selected from the drop-down list.

It is possible to select any disposition, but it is recommended to use a shared callback with a name that clearly indicates its purpose, e.g., "Dropped - Normal".