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dialler

Abandoned and silent calls

The phone rings, you rush to answer but there's no-one on the line. Abandoned and silent calls can be annoying and irritating at the best of times. These are also known as CC and ping calls. But for some people – for example, those living alone – these calls can be particularly frightening. This guide explains more about these calls, what can cause them and what you can do about them. What...
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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. Again the subject has come up with call centre customers. "Abandoned Calls", "Ping Calls", "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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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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Dialler regulations – what you need to know about the 2017 Ofcom changes

Ofcom announced quite a few changes to their call centre guidelines in December 2016, focusing on the persistent misuse of calls as well as providing more clarity about how to approach silent and abandoned calls and IVM. For instance Ofcom have moved the goalpost somewhat with regards to the previously accepted 3% threshold for abandoned calls (i.e. the drop rate), which they now say should not...
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Call Centres – 16 checks to ensure you’re Ofcom compliant

Handling Silent and Abandoned Calls 1. Check your abandoned call message is being used for all campaigns 2. Check your abandoned call message content is correct for all campaigns 3. Monitor your abandoned call rate daily 4. Ensure your system rings for at least 15 seconds 5. Check your system follows the 2 second rule. The 2 second rule is mentioned a few times in the Ofcom guidelines, and th...
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SMS over PSTN Phone Lines (Endorsed by Texecom Ltd)

        Vodafone the last man standing? SMS over PSTN phone lines has been used in varying industries for many years, and was often sold as an additional service by alarm companies, allowing the user to be notified of alarm conditions, and open/close events. For many years there were two main players operating the service in the UK, O2 and Vodafone. In 2012 th...
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Problems with TAP SMS over PSTN

Problem: Having only just realized that the O2 sms gateway is not reliable [when I first realised I should have had alerts, I thought my SD2 dialler had died], I have contacted O2 who are looking into the service, and they maintain that it should be running at the time of writing [November 2011] but advise me that it will cease operation around April 2012. I have discovered a long list of TAP ...
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