Tag: call – Page 3

OpenTAP access number changes

Posted on October 3, 2018February 25, 2021 by Daniel Kobale

Due to the new Ofcom regulation changes effective immediately you are required to change the access number for OpenTAP Due to legislation and regulation changes, Ofcom has decided that as of October 1st, 2019 all 070 Personal Numbers will be re-rated to the cost of a mobile call. Therefore we can no longer support OpenTAP on the current access numbers 07045607101 or 07011106620. You must therefor...
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Billing minimums and increments

Posted on October 2, 2018October 2, 2018 by Daniel Kobale

What are Billing Minimums / Increments? Billing minimum / Increments indicate what minimum and incremental measures of time are used to calculate the duration of each call, usually for billing purposes. Historically, billing increments have ranged anywhere from 60 seconds to 6 seconds or less. A “30/6″ billing indicates a 30 second minimum with subsequent 6 second increments...
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Limit the Ring No Answer (RNA) to 18 seconds for all call centre diallers

Posted on July 16, 2018July 16, 2018 by Daniel Kobale

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

Posted on July 13, 2018June 15, 2020 by Daniel Kobale

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

Posted on July 13, 2018February 27, 2019 by Daniel Kobale

"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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Missed Call Traffic Abuse and Scams

Posted on June 26, 2018June 26, 2018 by Daniel Kobale

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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SIP Response Codes Session Initiation Protocol

Posted on June 16, 2018October 16, 2019 by Daniel Kobale

SIP (Session Initiation Protocol) is a signalling application layer protocol designed to create, modify, and terminate a multimedia session over the Internet Protocol. It is the most common protocol used in VoIP technology. In SIP, every network element is identified by a SIP URI (Uniform Resource Identifier) which is like an address. They are broken down as 1xx Provisional Responses, 2xx Successf...
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Ofcom Regulations for Call Centres making outbound calls

Posted on April 25, 2018April 25, 2018 by Daniel Kobale

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

Posted on April 24, 2018April 25, 2018 by Daniel Kobale

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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Resolve one-way audio issues with Port Forwarding for VoIP/SIP

Posted on April 3, 2018September 17, 2019 by Daniel Kobale

Using Port Forwarding for VoIP to overcome NAT issues. Port forwarding sometimes referred to as tunnelling, is a method of opening a port or ports in a router or firewall to allow communication from a party outside the network. Port forwarding is the act of actually forwarding a network port from one network node to another. This enables an external source to reach a port inside the private LAN...
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