Outbound Call Time to Ring Setting Configurable?

When making an outbound call in Liberty Converse the call will ring for a maximum of 30 seconds. If the call is not answered in this time the attempt will be ended and the agent will hear “Unfortunately there was no answer” on their phone.

Is this 30 second maximum time configurable somewhere?

We recently onboarded a new team into Converse who often make calls to elderly individuals with mobility issues and the team feel that 30 seconds is not enough time to give someone to answer the phone. This team also frequently needs to make calls to the local hospital’s A&E department, and they too can often take longer than the 30 seconds allowed to answer the call.

Any suggestions welcome

Oliver Carr

Hi @carro, there is no way to change this on a Group/Queue level; this is a system-level setting.

If you are making outbound calls to an entity within your Liberty Converse Directory, it will use the Ring Duration from within Entity Settings for each contact type.

These settings can be changed per entity or done as a Global Template Change. But this can have consequences for other aspects of the system, so changing this should only be done if you understand that it can affect ALL entities within your system and how it can affect all system entities calls are sent to them.

However, for entities not in your Liberty Converse Directory, E.G., a customers number, this is set using the Global Number Range Details. Again you should not change these lightly and without knowing what they do. Number Range’s allow you to control what numbers can be called out from your Liberty Converse System and must include all number ranges that the system should call. Like 07 numbers for Mobiles, 01 or 02 numbers for Landlines, and internal extension ranges such as 1000-7999.

Within the Number Range is the following setting

You can alter this to the ring length you require. Doing so will also affect other parts of the system where it relies on these number range rules (which is everything), so only change it you really must.

I think having this setting (much like the setting for calling Agents) for outbound calls within the Group could be a good idea, so please add this to the Ideas portal (link is in the Community Menu bar at the top).

I hope this helps and if you have any other questions, just let us know.

Thanks.

Thanks Jonathan this is really useful to know.

I’ve sumbitted this as an idea as suggested:
https://ideas.netcall.com/i/ideas/p/feature/vote/idea/view?context_record_id=3489

Many thanks