Dropped Calls

  • Check reason for Drop in Brightmetrics
  • If you have the Callers number with date and time
  • Go to Trunk Activity Detail
  • Add Caller ID to Filter (see below)

 

  • Locate the call
  • Drill down into the call
  • Obtain Disconnect Reason 
    1. Hang Up means the Client Hung the call up
    2. Normal means StepChange Colleague/Telephony Platform ended the call