Our AI makes outbound calls for tour reminders, renewals conversations, and delinquency conversations. Occasionally, the AI may encounter which will show up as an error status within EliseCRM. This guide explains the two most common ones—“Busy” and “Unable to Connect”—and provides insights into what each status means and how you might handle them.
Common Call Statuses
1. Busy
Definition: When a call status displays as “Busy,” it means that the phone number you attempted to reach returned a busy signal. This generally indicates one of two possibilities:
- The recipient is currently on another call.
- The recipient’s phone is temporarily out of service (e.g., turned off or in airplane mode).
Next Steps:
- The AI attempt to call again in the near future. No action is necessary to initiate these repeat attempts.
- Agents can also try making an outbound call within EliseCRM by clicking the phone icon on the top of the conversation page and determining if the error happens again.
2. Unable to Connect
Definition: The “Unable to Connect” status means that our call management system could not complete the call. This can happen for several reasons, including:
- The number dialed may no longer be in service.
- The phone number may have been input incorrectly or has changed.
- There could be a temporary issue with the recipient’s service provider.
How to Proceed:
- Double-check the contact’s phone number to ensure accuracy.
- If the number is confirmed as inactive, update or delete the contact's phone number in EliseCRM if they are a prospect or in your PMS if they are a resident to avoid future dialing issues.
If you have additional questions about outbound calling or encounter any issues not covered here, please reach out to our support team for assistance.
This format should give your users a clear understanding of the outbound call statuses and some actionable steps to follow for each. Let me know if you need any additional sections or further customization!