The following are the default AI Engine Dispositions for AI Parallel Dialer and AI Flow Dialer, when a new Org is created.

AI Parallel Dialer/AI Flow Dialer 

• Talker busy – Unanswered call cancelled

• • When Parallel Dialing, Koncert transfers a live call to the Talker then the other lines are dropped.  These dropped calls will be identified as canceled calls for users to dial them.

• • When you pause or end your dialing session any dropped calls will be identified as canceled calls.

NOTE: These calls are not considered actual dials made and will not be counted and displayed under the Analytics module.

• Talker busy – Answered call cancelled

• • During Parallel Dialing, when multiple prospects attend the call at the same, the first answered prospect will be connected first and the remaining prospects will be marked with this outcome.

• Busy  

• • Line is Busy

• Failed 

• • AI Engine can't identify, but temporary failure or disconnected congestion or wrong number.

• No Answer 

• • Pre-recorded voicemail is enabled - voicemail is full.

• • Phone rings until dropped.

• Phone Tree

• • AI Engine recognizes Phone Tree but the auto navigation is not turned on.  Examples: Automated Voice System, Company Directory or Dial by name Directory.

• Phone Tree - Name Found

• •  This outcome will be used only when Phone Tree Navigation is turned on and AI detects the prospect name in Phone Tree directory.

• Phone Tree - Name Not Found

• •   This outcome will be used only when Phone Tree Navigation is turned on and AI is unable to recognize or detect the name in the automated system.

• Phone Tree - No Company Directory

• • This outcome will be used only when  Phone Tree auto navigation is turned on and AI is unable to detect a Company Directory

• Went to Voicemail 

• •   If user does not enable pre-recorded voicemail drop and AI recognizes voicemail.

• Went to Voicemail - Name Found

• • AI detects the name in the Voicemail greeting.

• Went to Voicemail – Last Name Found  

• • AI detects the last name part of Voicemail greeting.

• Left VM (AI) 

• •  If user enables pre-recorded voicemail and AI drops the voicemail.

• Left VM (AI) - Name Found 

• • If user enables pre-recorded voicemail and AI drops the voicemail and recognizes the name in the Voicemail greeting.

• Left VM (AI) - Last Name Found

• • If user enables pre-recorded voicemail and AI drops the voicemail and recognizes Prospect’s Last name in the Voicemail greeting.

• Call Attempted

• • AI Engine recognizes “Special Information tone (SIT)” that indicates that a call has failed.
  • Fax Tone.
  • Phone keeps ringing after 30 seconds, doesn’t go to voicemail and disconnects.
  • Blank call. The number you tried to reach is not available with no voicemail.
  • Busy signal. Line busy call back later.
  • When calls are NOT identified as Failed or Busy or No Answer or Phone Tree or Voicemail or when calls end with Fax or SIT tone.

AI Flow Dialer 

• Phone Tree

• • If the option “Upon Phone Tree detection, skip call” is enabled in the Settings/Settings Summary window, it will trigger AI Engine to recognize Phone Tree and drop call and dial next prospect.
  • If the option “Upon Phone Tree detection, skip” is unselected, it will allow Talker to take control to use Dialpad to navigate Phone Tree.

• No Answer

• • If the option “AI Skip after ringing for <duration> seconds” is enabled in the Settings tab, it will trigger AI Engine to drop call and dial next prospect.
  • If the option “AI Skip after ringing for <duration> seconds” is unselected, it will allow Talker to control call.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.