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Limit the Ring No Answer (RNA) to 18 seconds for all call centre diallers

Ring No Answer (RNA) is the length of time that an outbound call rings before the predictive dialler hangs up with a call disposition of No Answer. Best practice is to set your dialler call timeout to 18 seconds per call, This also keeps you in line with the Ofcom "abandoned calls" regulations which is now 0% tolerance since March 2017. If asked “How should RNA time be set for maximum productivi...
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CAPS – Call Attempts Per Second

Call Attempts Per Second CAPS is a measure of the total number of call requests that can be made by a telecoms system or network each second. CAPS is a more accurate measure of call processing power than the commonly used CPS or Calls Per Second (see CPS). This is because making X number of call requests per second actually places more demand on a network than does handling all the calls that are...
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The understanding about what “abandoned calls” means for call centres

"Abandoned Calls" and prohibited by most telecom providers and regulators of the telecoms industry. Agan the subject has come up with call centre customers. "Abandoned Calls", "Call Blasting", "Missed Calls", this is all prohibited call traffic, which is not approved by any telecoms regulator and Ofcom have now banned it. As of March 2017 Ofcom announced 0% toleration on Abandoned Call Traffic...
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Missed Call Traffic Abuse and Scams

Missed Call Traffic Abuse and Scams If you receive a missed call on your mobile phone from a number you don't recognise, think twice before calling it back. That's because there's a chance if you do ring back, you could fall victim to a scam which could leave you out of pocket. The following explains more about 'missed call' scams, how to spot them and what to do if you think you may have f...
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Ofcom Regulations for Call Centres making outbound calls

Do you make outbound calls from your call centre? If so, you might fall under the ruling of the latest Ofcom Regulations. Outbound automated diallers were first introduced into the UK in the early 1990s. As a result of initial ‘over-enthusiasm’ by contact centres, the Telephone Preference Service was set up in 1999 and today has over 15 million phone numbers registered. The DMA Code of ...
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Call Centre Dialler Callback Traffic is no longer allowed and you must adhere to Ofcom Regulations

Call Centre "Dialler Spam Call Traffic" of less than 18 seconds per call is not allowed under Ofcom regulations. Calls of 10 seconds or less per call, meaning the callee has to call back the caller are not permitted by Ofcom. You must meet the 3% abandoned call rate set down by Ofcom regulations. Even our carrier interconnects are now clamping down and blocking traffic on what we like to call "Di...
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Global SIP Trunks and UK DID Numbers for Call Centres, PBX and IP Infrastructure

SIP Trunking with Franzcom made easy! BT is phasing out ISDN by 2025, so now would be a good time to move to SIP trunking and VoIP phones services, if you have not already considered it. With ISDN you are limited to no more than 30 channels per E1, but the a single SIP trunk from Franzcom, you have unlimited SIP channels for inbound and outbound calls. You can either just use your SIP trunk fo...
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Call charges and phone numbers

The cost of calling a phone number depends on the digits it starts with, your phone provider and whether you use a landline or mobile. You may get free calls to some numbers as part of your call package. Check with your phone provider. The costs below are approximate. Check with your phone provider to find out the actual cost, particularly if you’re calling from abroad. Calls fro...
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Competative UK and International VoIP Call Costs

Local and International VoIP Call Costs We like to think we lead the industry! Highly competitive VoIP call costs to both UK landlines and UK mobiles,  with cheaper pricing than other UK VoIP call network providers. We also offer competitive international call costs to landlines and mobiles in over 250 destinations Worldwide, we're the VoIP network provider for you!  
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International Incoming Call restrictions on UK 070 Personal Numbers

It has come to our attention from undisclosed sources, that BT are intentionally reducing international incoming call access to 070 Personal UK Numbers on the BT network. This is a direct breach of the Ofcom competition law and in due time will be dealt with! So we recommend placing your orders for our 0870 and 0845 UK numbers from our website, as 0870 and 0845 UK numbers still have open internati...
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