Your callout has completed and now you are reviewing the results on the Callout Detail Report. You notice that one of the employees received a result of Telephone - ISDN Error. You also notice a table at the bottom of the report labeled, “Failed Calls (Retried Above)”. You may be wondering, what do these mean?
During the outbound call process, when ARCOS makes a call to an employee’s device, on occasion the employee’s service provider is unable to reach the device and connect the call. This can occur for a number of reasons, such as equipment failure or the employee’ device was disconnected, to name a few. When such an event occurs, the employee’s service provider sends an error signal back to ARCOS. These are called, Event Cause Codes. When ARCOS receives one of these error signals, we know that the call did not go through. ARCOS then begins to retry the employee’s device and marks the failed attempt in the Failed Calls (Retried Above) table. ARCOS will retry an employee’s device a total of five times. If an employee cannot be reached, after five attempts, ARCOS records the Event Cause Code ID as a result and will then begin calling the next employee.