Allow the Call to Continue Even if No Response is Given

If the user fails to provide a response at any Node, Active Call Center terminates the call under the assumption that the caller has left the call by default.

There are times when this behavior is undesirable, for example:

• Situations in which callers are asked to respond to touch tones, but may not have touch tone phones. The Call Tree developer would likely want the call to continue with the recognition that the caller does not have a touch tone phone.
• Outbound calls on which the dialed party is an answering machine. In this case perhaps the desired effect would be to allow the call to continue and leave a message (rather than disconnecting).

The "Allow the Call to Continue..." field is provided for situations such as the ones described above. By selecting this option, calls will be allowed to continue at the current Node even when user responses are absent.

For reference, the behavior of the question/response session at a Node is shown in the diagram below.

Be careful when using the "Allow the Call to Continue..." options. Having too many Nodes with this option selected will prevent Active Call Center from disconnecting a call after the user has left: this will result in calls that last for unnecessarily long periods of time.

Flowchart of Question/Response Session

The flowchart below details the exact steps that take place during the question/response session. Also refer to the flowchart of what happens during Node Processing: the flowchart below gives the details of the "Pose question, elicit a response" step shown on that flowchart.