Overview

Call Connect is a routing feature within Scalendo's phone system that improves call tracking accuracy by requiring agent confirmation before marking calls as connected.

Key Concept

The system implements a verification step where agents must press a key to accept incoming calls. As stated in the article, "If the agent doesn't answer or press a key, the call is never connected—and won't be falsely marked as answered."

Main Problem Addressed

Without Call Connect, Twilio's default behavior marks all call attempts as "Completed" regardless of actual connection status. This means voicemails, missed calls, and timeouts incorrectly appear as successful connections, compromising reporting accuracy.

Primary Benefits

• Enhanced accuracy in call outcome tracking
• Reliable reporting that reflects only genuine agent interactions
• Automation triggers based on actual connections rather than call attempts
• Better distinction between voicemail routing and direct pickups
• Improved accountability for agent engagement

Implementation Steps

Users can enable this feature through Settings > Phone Numbers, selecting the target number, choosing Edit Configuration, and toggling on both Call Connect and Play Whisper Message options.

Impact on Workflows

The feature ensures automations respond exclusively to truly connected calls, eliminating false positives from misleading call statuses.