Blocked Call

What is Blocked Call

A blocked call is a call that fails to connect to the contact center because there are no available circuits or network capacity. This can happen during periods of extremely high call volume or due to technical issues with the telephony provider. Cloud contact centers are generally more resilient to blocked calls due to their scalable infrastructure and ability to handle large, unexpected spikes in traffic. Monitoring for blocked calls is important as it can indicate a need to increase capacity or investigate network problems.