Per-Trunk Call Recording

Mode: All Calls
Direction: Both inbound and outbound
Channels: Dual (stereo - separate tracks)
Format: WAV (uncompressed)
Sample Rate: 8kHz (telephony) or 16kHz (HD)
Bit Depth: 16-bit

Recording Mode Options

All Calls (Comprehensive):

Direction: Inbound + Outbound
Trigger: Automatic
Use Case: Full compliance, quality assurance
Storage: High

Inbound Only (Customer Service):

Direction: Inbound calls only
Trigger: Automatic
Use Case: Customer service quality, dispute resolution
Storage: Medium

Outbound Only (Sales):

Direction: Outbound calls only
Trigger: Automatic
Use Case: Sales training, verification
Storage: Medium

Manual On-Demand:

Direction: Any
Trigger: User presses *1 (configurable)
Use Case: Selective recording, privacy
Storage: Low

Conditional Recording:

By Duration:

Rule: Record if duration > 5 minutes
Reason: Only record substantial calls
Result: Ignores short/wrong-number calls

By Destination:

Rule: Record if routed to Support Queue
Reason: Support calls only
Result: Sales calls not recorded

By Time:

Rule: Record during business hours only
Reason: After-hours calls not business-related
Result: 9-5 recordings only

By Caller:

Rule: Record if caller in VIP list
Reason: VIP customer interactions
Result: Priority customer documentation

Audio Channels:

Dual Channel (Stereo) - Recommended:

Left Channel: Caller audio
Right Channel: Called party audio
Advantages:
  - Separate tracks for analysis
  - Can isolate speaker
  - Better quality control
File Size: Standard

Mixed (Mono):

Single Channel: Combined audio
Advantages:
  - Smaller file size
  - Simpler playback
  - Universal compatibility
File Size: 50% of dual channel

Recording Storage Management

Storage Calculation:

Uncompressed WAV (8kHz, 16-bit, mono):

1 minute = ~960 KB
1 hour = ~58 MB
1000 hours = ~58 GB

Example:
100 calls/day × 10 min avg = 1000 min/day
1000 min × 960 KB = 960 MB/day
960 MB × 30 days = 28.8 GB/month
28.8 GB × 12 months = 345.6 GB/year

Compressed MP3 (64 kbps):

1 minute = ~480 KB (50% reduction)
1 hour = ~29 MB
1000 hours = ~29 GB

Same example:
100 calls/day × 10 min = 1000 min/day
1000 min × 480 KB = 480 MB/day
480 MB × 30 days = 14.4 GB/month
14.4 GB × 12 months = 172.8 GB/year

Storage Locations:

Local Storage:

Location: PBX internal drive
Pros: Fast access, no bandwidth costs
Cons: Limited capacity, no backup
Recommended: Small deployments

NAS/Network Storage:

Location: Network-attached storage
Pros: Large capacity, centralized
Cons: Network dependent
Recommended: Medium deployments

Cloud Storage:

Location: S3, Azure, Google Cloud
Pros: Unlimited capacity, redundant
Cons: Upload bandwidth, recurring costs
Recommended: Large deployments, compliance

Retention Policies:

Regulatory Compliance:

Financial Services: 7 years minimum
Healthcare (HIPAA): 6 years minimum
Legal: Case duration + 7 years
Government: Varies by agency

Business Requirements:

Quality Assurance: 90 days
Training: 180 days
Dispute Resolution: 1 year
General Business: 90-365 days

Automated Retention:

Rule 1: Archive after 90 days
  Action: Move to cold storage
  Cost: Reduced storage fees

Rule 2: Delete after 2 years
  Action: Permanent deletion
  Note: Maintain deletion log for compliance

Storage Optimization:

1. Compress recordings (WAV → MP3)
2. Delete short calls (< 30 seconds)
3. Archive old recordings to cheaper storage
4. Deduplicate hold music portions
5. Use voice activity detection (silence removal)

Legal and Regulatory Compliance

Recording Consent Requirements:

One-Party Consent States (US):

Requirement: One party must consent to recording
States: Federal law + majority of US states
Implementation: Your business consents (legal)
Notification: Not legally required, but recommended

Two-Party Consent States (US):

Requirement: ALL parties must consent
States: CA, CT, FL, IL, MD, MA, MT, NH, PA, WA
Implementation: Play notification before recording
Example: "This call is being recorded"
Action: Give caller option to opt out

International Requirements:

European Union (GDPR):

Requirement: Explicit consent
Notification: Clear, specific purpose
Storage: Limited to stated purpose
Retention: Only as long as necessary
Access: Subject can request their recordings
Deletion: Subject can request deletion

United Kingdom:

Requirement: Similar to GDPR
Notification: Clear notice before recording
Use: Limited to stated purpose
ICO Compliance: Follow ICO guidelines

Canada:

Requirement: One-party consent (federal)
Provincial: May vary by province
Notification: Recommended for transparency
Storage: Follow PIPEDA requirements

Notification Methods:

IVR Announcement:

Before connecting:
"This call may be recorded for quality assurance and training purposes."

Periodic Beep:

Beep every 15 seconds during call
Indicates recording in progress
Common in some jurisdictions

Verbal Notification:

Agent says at call start:
"For your protection, this call is being recorded."

Website/Documentation:

Privacy policy states:
"Phone calls may be recorded for quality and training purposes."

Industry-Specific Compliance:

Financial Services:

Regulation: SEC, FINRA
Retention: 7 years minimum
Content: All client communications
Encryption: Required for storage

Healthcare:

Regulation: HIPAA
Retention: 6 years minimum
Content: Patient interactions
Security: Encrypted, access-controlled

Legal:

Regulation: Attorney-client privilege
Retention: Duration of case + 7 years
Content: Client communications
Security: Highly restricted access

Best Practices:

1. Clear privacy policy documenting recording
2. Train staff on notification requirements
3. Maintain access logs (who accessed recordings)
4. Encrypt recordings at rest and in transit
5. Regular audits of recording practices
6. Documented retention and deletion policies
7. Subject access request procedures

Set Hold Music for Trunk

Source: System default hold music
Content: Generic background music
Use Case: Quick setup, standard configuration

Source: Upload custom audio files
Content: Your music/announcements
Use Case: Branding, specific messaging

Source: Pre-defined MOH class
Content: Category-specific music
Use Case: Different music per trunk/department

Source: Internet radio/streaming service
Content: Live or streaming audio
Use Case: Variety, licensed music

Source: No audio
Content: Complete silence
Use Case: Specific requirements, cost savings

Upload Custom Hold Music

Audio File Requirements:

Format:

Preferred: WAV (uncompressed)
Accepted: MP3, OGG, FLAC
Avoid: AAC, WMA (compatibility issues)

Sample Rate:

Telephony: 8kHz (standard phone quality)
Wideband: 16kHz (HD voice)
Recommended: 8kHz (universal compatibility)

Bit Depth:

Recommended: 16-bit
Accepted: 8-bit (lower quality)
Avoid: 24-bit (unnecessary for telephony)

Channels:

Required: Mono (1 channel)
Stereo: Will be converted to mono
Note: Phone systems are mono

Bitrate (for compressed formats):

Minimum: 32 kbps
Recommended: 64 kbps
Maximum: 128 kbps (no benefit over 64)

File Size:

Maximum: 50 MB per file
Recommended: < 10 MB
Note: Large files slow system

Preparing Audio Files:

Audacity (Free Tool):

1. Import your audio file
2. Tracks > Mix > Mix Stereo Down to Mono
3. Tracks > Resample > 8000 Hz
4. Effect > Normalize > -3 dB
5. File > Export > Export as WAV

FFmpeg (Command Line):

ffmpeg -i input.mp3 -ar 8000 -ac 1 -ab 64k -af "volume=0.8" output.wav

Audio Normalization:

Target Level: -3 dB to -6 dB
Prevents: Audio too loud (distortion)
Ensures: Consistent volume across files
Tool: Audacity, Adobe Audition, FFmpeg

Content Guidelines:

Music Selection:

• Instrumental preferred (no lyrics)
• Upbeat but not overwhelming
• Professional genre (jazz, classical, light contemporary)
• Avoid: Heavy metal, rap, controversial genres

Announcements:

• Professional voice talent
• Clear, friendly tone
• Brief messages (< 30 seconds)
• Useful information (estimated wait time, website, hours)

MOH Classes for Organization

What are MOH Classes? Organize hold music into categories for different trunks, departments, or scenarios.

Creating MOH Classes:

Class 1: Customer Service

Name: CustomerService-MOH
Content:
  - Upbeat light jazz
  - Announcement every 45 seconds
  - "Thank you for holding. Your call is important to us."
  - Average wait time update
Use: Customer service trunk

Class 2: Sales

Name: Sales-MOH
Content:
  - Modern upbeat music
  - Announcement every 60 seconds
  - "Did you know we offer...?" (product highlights)
  - Call-to-action (visit website)
Use: Sales trunk

Class 3: Technical Support

Name: TechSupport-MOH
Content:
  - Calm instrumental
  - Announcement every 90 seconds
  - Support website, ticket system info
  - Common troubleshooting tips
Use: Support trunk

Class 4: VIP/Premium

Name: VIP-MOH
Content:
  - Classical music (luxury feel)
  - Minimal announcements
  - "Your account executive will be with you shortly"
  - Frequency: 120 seconds (less intrusive)
Use: VIP customer trunk

Class 5: After Hours

Name: AfterHours-MOH
Content:
  - Soft music
  - Announcement every 30 seconds
  - Business hours
  - Emergency callback number
  - Email/website alternatives
Use: After-hours routing

Assigning MOH Classes:

Trunk A (Main Line) → Class 1 (Customer Service)
Trunk B (Sales Direct) → Class 2 (Sales)
Trunk C (Support) → Class 3 (Tech Support)
Trunk D (VIP) → Class 4 (VIP)
After-Hours Route → Class 5 (After Hours)

Benefits:

• Consistent experience per department
• Targeted messaging
• Brand reinforcement
• Professional segmentation

Using Hold Music for Branding

Brand-Aligned Music:

Professional Services (Law, Accounting):

Style: Classical, light jazz
Tempo: Moderate to slow
Volume: Subtle background
Message: Trust, expertise, reliability

Tech Company:

Style: Modern, electronic, upbeat
Tempo: Moderate to fast
Volume: Energetic but not overwhelming
Message: Innovation, forward-thinking

Healthcare:

Style: Soft, calming
Tempo: Slow to moderate
Volume: Quiet, relaxing
Message: Care, comfort, professionalism

Retail/E-commerce:

Style: Upbeat pop, contemporary
Tempo: Moderate to fast
Volume: Engaging
Message: Friendly, accessible, trendy

Announcement Strategy:

Brand Reinforcement:

"Thank you for calling [Company Name], 
 where [unique value proposition]."

Product/Service Highlights:

"Did you know we now offer [new service]? 
 Visit [website] to learn more."

Social Proof:

"Serving over [X] satisfied customers worldwide."
"Rated 4.8 stars on [review platform]."

Call to Action:

"While you wait, visit [website] to:
 - Browse our products
 - Check your order status  
 - Access our knowledge base"

Seasonal/Promotional:

"Ask about our [season] promotion when your call is answered!"
"Don't forget - [current sale] ends [date]."

Hold Time Management:

First 30 seconds: Music only (most calls answered quickly)
After 30 seconds: First announcement
Every 45-60 seconds: Alternate music and announcements
After 3 minutes: Offer callback option

Multi-Language:

For multilingual businesses:
- Alternate announcements in different languages
- Match trunk's primary language
- "Para español, presione dos" during hold

A/B Testing:

Test 1: Classical music vs contemporary
Measure: Customer satisfaction scores
Result: Choose higher-rated option

Test 2: Announcement frequency (30s vs 60s)
Measure: Customer feedback, perceived wait time
Result: Optimal balance

Configure Call Waiting per Trunk

Setting: On
Behavior: User receives notification of incoming call while on active call
Tone: Beep in earpiece
Action: User can switch, conference, or ignore

Setting: Off
Behavior: Second caller hears busy signal or goes to voicemail
No interruption to active call
Use Case: Focus mode, important calls

Enable during: Business hours
Disable during: After hours, meetings
Based on: Extension status, time, caller ID

Sound: Single beep
Duration: 0.3 seconds
Frequency: 440 Hz
Repeat: Every 10 seconds if not answered

Upload custom audio file
Example: "You have another call"
Duration: < 2 seconds (avoid disrupting conversation)

No audio tone
Visual notification only
On-screen pop-up with caller ID
User clicks to answer

Action: Flash/hookflash to switch
Original call: On hold
New call: Active
User can toggle between calls

Action: Add new caller to existing call
Result: Three-way conversation
Use Case: Involve another party

Action: Continue current call
New call: Goes to voicemail or busy signal
User reviews missed call later

Action: Hang up current, answer new
Use Case: Emergency/priority caller
Not recommended as default

Why Per-Trunk Call Waiting?

Trunk-Specific Requirements:

Customer Service Trunk:

Call Waiting: Enabled
Reason: Don't miss customer calls
Behavior: Agent can put first customer on hold, answer second
Result: Higher call answer rate

Executive Direct Line:

Call Waiting: Disabled
Reason: No interruptions during calls
Behavior: Second caller gets voicemail
Result: Focused, uninterrupted conversations

Emergency Hotline:

Call Waiting: Enabled
Tone: Urgent beep
Reason: Multiple emergencies may occur
Behavior: Operator can triage, escalate
Result: No emergency call missed

Support Trunk:

Call Waiting: Conditional
Enable: During on-call hours
Disable: During team meetings
Result: Availability matches schedule

Sales Trunk:

Call Waiting: Enabled
Priority: VIP callers bypass (special tone)
Behavior: Sales rep can see caller ID, decide to switch
Result: Flexibility to catch important calls

Outbound Only Trunk:

Call Waiting: Disabled
Reason: Trunk used for outbound only
No inbound calls expected
Result: N/A (no inbound)

Call Waiting from User Perspective

Scenario 1: Call Waiting Enabled:

User is on active call with Client A
  ↓
New call comes in from Client B
  ↓
User hears call waiting beep
  ↓
User sees caller ID (if phone supports)
  ↓
User options:
  1. Flash to switch (put A on hold, talk to B)
  2. Ignore (continue with A, B goes to voicemail)
  3. Conference (merge A and B)
  4. Disconnect A, answer B (rare)

Scenario 2: Call Waiting Disabled:

User is on active call with Client A
  ↓
New call comes in from Client B
  ↓
No notification to user
  ↓
Client B hears:
  - Busy signal (if configured)
  - Or goes to voicemail
  - Or rings alternate number
User remains uninterrupted

User Controls:

During Call - Call Waiting Beep:

Flash/Hookflash: Switch calls
*1: Answer new call, hold current
*2: Conference all callers
*3: Reject new call (send to voicemail)
Do nothing: Continue current, new call auto-rejects after X rings

Per-Call Disable:

Before making call:
Dial: *70 + number (disable call waiting for this call)
Use Case: Important call, no interruptions

Permanent User Setting:

User portal setting:
"Disable call waiting on my extension"
Overrides trunk setting
Use Case: User preference

Phone Features:

Desk Phones:

Display: Shows caller ID of waiting call
Buttons: Line buttons for easy switching
Indicators: LED lights for active/held lines

Softphones:

Display: Pop-up notification with caller info
Actions: Click to answer, ignore, conference
Visual: Clear indication of multiple calls

Mobile Apps:

Display: Push notification
Actions: Swipe to answer, ignore
Native: Integrated with mobile call handling

Call Waiting Issues

Problem: User Not Hearing Call Waiting Beep

Causes:

• Call waiting disabled on trunk or extension
• Tone volume too low
• Phone doesn't support call waiting
• Audio codec issue

Solutions:

1. Verify enabled:
   Trunk settings → Call Waiting → Enabled
   Extension settings → Call Waiting → Not disabled

2. Increase tone volume:
   Call waiting tone settings → Volume → Increase

3. Check phone compatibility:
   Some basic phones don't support call waiting
   Upgrade to compatible phone

4. Test codec:
   G.711 recommended for proper tone transmission

Problem: Call Waiting Causes Confusion

Symptoms:

• Users accidentally disconnect calls
• Users miss calls trying to switch
• Complaints about beep

Solutions:

1. User training:
   Document flash procedure
   Practice switching calls
   Explain indicators

2. Simplify configuration:
   Visual-only notifications (softphones)
   Clear on-screen instructions
   Dedicated line buttons

3. Disable for problematic users:
   Per-extension override
   Send call waiting calls to voicemail instead

Problem: Can't Switch Between Calls

Causes:

• Flash timing incorrect
• Phone doesn't generate flash properly
• PBX not detecting flash

Solutions:

1. Adjust flash timing:
   Settings → Phone → Flash Time → Adjust (typically 100-1000ms)

2. Use feature code instead:
   *1 to switch calls (instead of flash button)

3. Check phone configuration:
   Flash button properly configured
   Test with different phone

Problem: Second Call Goes to Voicemail Despite Call Waiting Enabled

Causes:

• Extension at max call limit
• DND/Do Not Disturb enabled
• Call forward on busy configured
• Trunk routing issue

Solutions:

1. Check call limit:
   Extension settings → Max Concurrent Calls → Increase

2. Verify DND off:
   Phone display → DND indicator → Disable

3. Check call forwarding:
   Extension → Call Forward on Busy → Disable or adjust

4. Test trunk routing:
   Verify second call reaching correct trunk

Call Transfer Options

Blind Transfer (Unattended):

User action: Transfer without announcing
Process:
  1. User puts caller on hold
  2. User dials destination
  3. User presses transfer (without waiting for answer)
  4. Caller immediately transferred
  5. Original user disconnects

Pros: Fast, simple
Cons: No confirmation destination can take call
Use Case: Known destination always available

Attended Transfer (Supervised):

User action: Announce before transferring
Process:
  1. User puts caller on hold
  2. User dials destination
  3. User waits for answer
  4. User speaks with destination
  5. User completes transfer or retrieves original call
  
Pros: Can confirm, brief destination
Cons: Takes longer
Use Case: Need to announce, verify availability

Semi-Attended Transfer:

User action: Transfer after hearing ringing
Process:
  1. User puts caller on hold
  2. User dials destination
  3. User hears ringing (doesn't wait for answer)
  4. User completes transfer while ringing
  5. Original user disconnects

Middle ground: Faster than attended, confirms valid extension

Direct Transfer:

User action: Transfer without holding
Process:
  1. During active call, user dials *2 (or transfer code)
  2. User dials destination extension
  3. Call immediately transfers
  4. No hold, very fast

Use Case: Emergency situations, quick routing

Control Transfer Capabilities per Trunk

Blind Transfer: Enabled
Attended Transfer: Enabled
External Transfer: Enabled
Use Case: Standard business operation

Blind Transfer: Disabled
Attended Transfer: Enabled
Reason: Ensure destination ready before transferring
Use Case: Professional service, customer experience focus

Internal Transfer: Enabled
External Transfer: Disabled
Reason: Prevent transferring to external numbers (toll fraud)
Use Case: Security, cost control

All Transfers: Disabled
Reason: Calls must stay with answering party
Use Case: Compliance, call flow control, specific queues

Only allow transfer to:
  - Internal extensions
  - Specific external numbers (partner companies)
  - Emergency services
Block: All other destinations

Block transfer to:
  - International numbers
  - Premium rate numbers (900, 976)
  - Competitor numbers
Allow: All other destinations

Allow: +1* (US/Canada)
Block: Everything else
Use Case: Domestic transfers only

Value: 30 seconds (typical)
Behavior: If destination doesn't answer in 30s, return call to transferring party
Use Case: Prevent abandoned transfers

Enable: Yes
Behavior: If transferred destination doesn't answer, call returns to original party
Fallback: Voicemail, queue, other extension

Enable: Yes
Announcement: "Transferred call from [name]"
Behavior: Destination hears who transferred before answering
Use Case: Informed call handling

Enable: Yes
Action: If transfer fails, automatically call original party back
Use Case: Maintain connection, prevent dropped calls

Use Cases for Transfer Restrictions

Scenario 1: Customer Service - No Transfers

Trunk: Customer Service Hotline
Setting: Transfers Disabled
Reason:
  - Agents must handle call to resolution
  - Prevents passing customer around
  - Improves first-call resolution
  - Better customer experience
Alternative: Internal consultation (hold, ask colleague, return to caller)

Scenario 2: Sales - Attended Transfer Only

Trunk: Sales Line
Setting: Attended transfer only, no blind
Reason:
  - Always announce before transferring
  - Verify destination available
  - Brief destination on customer
  - Professional customer experience
Result: Smooth, informed transfers

Scenario 3: General Office - Internal Only

Trunk: Main Office Line
Setting: Internal transfers only
Reason:
  - Prevent accidental external transfers
  - Toll fraud prevention
  - Cost control
  - Maintain call within organization
Exception: Whitelist specific external numbers if needed

Scenario 4: Support - Restricted Destinations

Trunk: Technical Support
Setting: Transfer allowed to:
  - Other support extensions
  - Escalation queue
  - Engineering extensions
Blocked: Sales, external, other departments
Reason: Keep support calls within support team

Scenario 5: After Hours - No Transfers

Trunk: After-hours emergency line
Time: 6 PM - 8 AM
Setting: Transfers disabled
Reason:
  - On-call staff handles directly
  - Prevent abandoned transfers
  - No other staff available to transfer to
Fallback: Voicemail, callback

Scenario 6: Executive Line - Whitelisted Only

Trunk: CEO direct line
Setting: Transfers to whitelist only:
  - Executive assistant
  - Other C-suite
  - Board members
Blocked: All other destinations
Reason: Privacy, security, protocol

Transfer Activity Monitoring

What to Monitor:

Transfer Volume:

Metric: Number of transfers per day/hour
Normal: 5-10% of total calls
High: > 20% (may indicate routing problems)
Low: < 2% (may indicate under-utilization)

Transfer Success Rate:

Metric: Successful transfers / Total transfer attempts
Good: > 95%
Concerning: < 85%
Causes: Unavailable destinations, configuration issues

Transfer Destination Analysis:

Track: Most common transfer destinations
Insight: Frequent transfers to same extension may indicate need for direct routing
Action: Create inbound route directly to destination

Transfer Type Distribution:

Track: Blind vs attended transfers
Insight: High blind transfer rate may indicate training need
Recommendation: Promote attended transfers for better CX

Failed Transfer Reasons:

Reasons:
  - Destination busy (most common)
  - Destination no answer
  - Destination invalid
  - Transfer not allowed (restriction)
Action: Address each failure type appropriately

Reports:

Daily Transfer Report:

Date: 2024-11-21
Total Calls: 500
Transfers: 45 (9%)
Successful: 42 (93%)
Failed: 3 (7%)

Failure Reasons:
  - Destination busy: 2
  - Invalid destination: 1

Top Transfer Destinations:
  1. Ext 2001 (Sales Manager): 15 transfers
  2. Ext 3001 (Tech Support): 12 transfers
  3. Ext 1001 (Reception): 8 transfers

Alerting:

Alert 1: Failed transfer rate > 10%
Action: Investigate destinations, configuration

Alert 2: Transfer to external number
Action: Verify legitimate (potential fraud)

Alert 3: High volume of transfers from specific extension
Action: Training need, or improper routing

Configure Maximum Call Duration

Maximum Duration: 3600 seconds (60 minutes)
Warning Time: 300 seconds before (5 minutes)
Grace Period: 60 seconds after limit
Action: Disconnect call

Trigger: 5 minutes before limit
Message: "This call will disconnect in 5 minutes. Please conclude your conversation."
Repeat: Every minute in final 5 minutes

Trigger: 2 minutes before limit
Tone: Single beep
Repeat: Every 30 seconds

Call disconnects without warning at limit
Use Case: Automated systems, non-interactive calls

Action: End call for both sides
Message: "Maximum call duration reached. Goodbye."
Result: Call terminates cleanly

Action: Transfer to specific extension before disconnect
Use Case: Log long call, follow-up action
Destination: Manager, voicemail, survey

Action: Play custom message before disconnect
Message: "Thank you for calling. If you need additional assistance, please call back."
Result: Courteous ending

Why Limit Call Duration?

Use Case 1: Cost Control

Scenario: Per-minute trunk charges
Limit: 60 minutes
Reason: Prevent unexpectedly high bills from extended calls
Savings: Avoid $200+ bills from forgotten calls

Use Case 2: Abandoned Calls on Hold

Scenario: Caller put on hold, forgotten
Limit: 30 minutes
Reason: Free up trunk line after reasonable wait
Alternative: Offer callback before disconnect

Use Case 3: Equipment Malfunction

Scenario: Faulty desk phone leaves line off-hook
Limit: 15 minutes
Reason: Detect and disconnect stuck lines
Result: Automatic cleanup of dead calls

Use Case 4: Fair Use Policy

Scenario: Shared trunk for all employees
Limit: 120 minutes
Reason: Prevent single user monopolizing trunk for hours
Balance: Allow reasonable call length, prevent abuse

Use Case 5: Support Call Management

Scenario: Technical support calls
Limit: 90 minutes with warning at 80 minutes
Reason: Encourage efficient problem-solving
Action: If not resolved, create ticket and schedule callback

Use Case 6: Conference Call Protection

Scenario: Conference call left running after meeting ends
Limit: 180 minutes (3 hours)
Reason: Typical meeting max + buffer
Savings: Prevent all-day conference bridge charges

Industry Examples:

Call Centers:

Typical Limit: 30-45 minutes
Reason: Average handle time (AHT) targets
Exception: Complex technical support may need 90 minutes

Consultancy:

Typical Limit: 60-90 minutes
Reason: Billable hour increments
Action: Warning prompts discussion wrap-up

Healthcare:

Typical Limit: 45-60 minutes
Reason: Appointment slot duration
Action: Schedule follow-up if more time needed

Education:

Typical Limit: 120 minutes
Reason: Class/tutoring session length
Action: Natural break point

Warning and Notification Strategy

Progressive Warning System:

10 Minutes Remaining:

Announcement: None
Action: Log duration milestone
Purpose: Internal tracking

5 Minutes Remaining:

Announcement: "This call will disconnect in 5 minutes. Please begin concluding your conversation."
Tone: Soft chime before announcement
Volume: Moderate (not jarring)
Frequency: One time
Purpose: First notice, plenty of time

3 Minutes Remaining:

Announcement: "3 minutes remaining on this call."
Tone: Single beep
Frequency: One time
Purpose: Reminder to wrap up

1 Minute Remaining:

Announcement: "This call will disconnect in 1 minute. Please exchange any necessary contact information."
Tone: Two beeps
Frequency: One time
Purpose: Urgent notice

30 Seconds Remaining:

Announcement: "30 seconds remaining."
Tone: Three beeps
Frequency: One time
Purpose: Final warning

10 Seconds Remaining:

Tone: Beep every second (countdown)
No announcement: Keep line clear for goodbyes
Purpose: Countdown to disconnect

Disconnect:

Announcement: "Maximum call duration reached. Thank you for calling [Company Name]. Goodbye."
Action: Disconnect both parties
Log: Duration, trunk, extensions involved

Warning Message Content:

Professional:

"Attention: This call will disconnect in [X] minutes due to maximum duration policy. Please conclude your conversation. Thank you."

Friendly:

"Hey there! Just a heads up - this call will end in [X] minutes. Please start wrapping up. Thanks!"

Formal:

"This call is approaching its maximum duration of [X] minutes and will disconnect in [X] minutes. Please prepare to conclude this conversation."

Helpful:

"This call will disconnect in [X] minutes. If you need more time, please arrange a callback or schedule a meeting. Thank you."

Exceptions to Duration Limits

VIP Callers:

Rule: Whitelist specific caller IDs
Limit: Unlimited or extended (e.g., 240 minutes)
Reason: VIP customers, key accounts
Implementation: Match caller ID, apply exception

Executive Extensions:

Rule: Specific extensions bypass limit
Limit: Unlimited
Reason: C-suite, critical business calls
Extensions: 9001 (CEO), 9002 (CFO), etc.

Emergency Extensions:

Rule: Extensions designated for emergencies
Limit: Unlimited
Reason: Emergency calls cannot be time-limited
Extensions: Security desk, facilities, on-call

Specific Destinations:

Rule: Calls to specific numbers
Limit: Extended (e.g., 180 minutes)
Examples:
  - Partner company main line
  - Critical vendor support
  - Government agencies (hold times)
Reason: External factors require longer calls

Time-Based Exceptions:

Rule: After-hours calls exempt
Limit: Standard during business hours, unlimited after hours
Reason: After-hours calls typically critical
Implementation: Time condition override

Queue Calls:

Rule: Calls in support queue
Limit: Count from answer time, not queue time
Reason: Don't penalize customers for wait time
Implementation: Duration starts when agent answers

Conference Bridges:

Rule: Conference room extensions
Limit: Extended (e.g., 240 minutes)
Reason: Meetings naturally run long
Warning: 15 minutes before end

Implementation:

Caller ID Whitelist:

Configuration:
Duration Limit Exceptions:
  +15551234567 → Unlimited (VIP Client Alpha)
  +15559876543 → 180 minutes (Partner Company)
  +15551111111 → Unlimited (Emergency Services)

Extension Whitelist:

Configuration:
Bypass Extensions:
  9001, 9002, 9003 (Executives)
  5000, 5001 (Emergency)
  8000-8009 (Conference Bridges)

Pattern-Based:

Configuration:
Bypass Patterns:
  Destination starts with +1800 → Unlimited (toll-free support lines)
  Destination matches +44207* → Extended (UK office)