Callers may report this issue with different phrases similar to "forced back to the login screen," "being logged out of the dialer," or "getting kicked out of the system."
In nearly all instances where we receive reports like this from our callers, the core issue lies with either caller actions or with the caller's connection reliability. The five most common causes are:
- Not entering call results fast enough during "Wrap Up" time at the end of a call
- Staying in "Not Ready" status for over 5 minutes
- Sharing login information with another caller
- The caller's phone or internet connection is unstable
- The service is not open or does not have a list loaded
Not entering call results fast enough during "Wrap Up" time at the end of a call
The caller finishes a call, waits for the next call (or is doing after call activity outside of the dialer for the last call), and after a couple minutes is logged out of the system and sent back to the login screen. Caller will still see the script on the screen (example below) and will not see the waiting screen with the call count and logged in time.
The caller did not record a final call result for the finished call and has remained in "wrap-up" time for longer than allowed so the system logged them off.
Review your training materials to ensure your callers understand the need to enter a call result on the left side and save it to move on to the next call. Make sure they understand that getting timed out and not recording a call result means lost data and calls that need to be repeated. Refer to the How to Make Calls video for a video showing the correct call result process.
Be explicit with callers that "wrap-up" time is not the best way to take a break. If the caller wishes to take a break, the best method is to promptly select the correct call result from the left side of the screen, then select "not ready" in the confirmation box, and then close out the dialer window or tab. They can log in again when they are done with their break.
Note: If a majority of callers are reporting the same issue, you can extend your wrap-up time window in your settings (see Username Settings) but we recommend writing your script so as to encourage callers to do more activity during the call (i.e. signing them up for events or recording notes about the caller) instead of after the call. If a calling target is truly a supporter/attendee/donor then they should be able to stay on the line while you record their interest/action. Contact us at firstname.lastname@example.org for help on how to integrate any outside of dialer actions you are doing now into your call flow (i.e. embed event signup or donation pages inside the script so callers do it live).
Staying in "Not Ready" status for over 5 minutes
The caller is getting sent back to the login screen after spending a few minutes at the "Not Ready" screen (seen below).
The caller manually switched from "Ready" to "Not Ready" and remained "Not Ready" for over 5 minutes. Callers can set themselves to "Not Ready" with either of two options.
- Toggle the "Ready" button at the top left of the agent panel to "Not Ready."
- Select "Not Ready" in the result confirmation box that pops up after the caller selects the appropriate call result for the current call. (See the How to Make Calls video for an example)
In either case, once the caller is "Not Ready" the system starts a five minute timer limit. If the caller remains "Not Ready" for five minutes, the system logs them out in order to force the caller to reach out for coaching, to log back in and make more calls, or at a minimum to spare system resources for use with active callers.
Review your training materials to confirm you are clear that the "Not Ready" status has a 5 minute timer and so should not be used as a break time status. Ensure folks understand the need to stay logged in for longer periods of time. See the Best Practices for Caller Organizers for more tips and details about how to keep folks logged in for longer and why it matters.
Sharing login information with another caller
The caller is sent back to the login screen during a call, while waiting between calls, or from not ready/wrap up status despite being under the time limits. The audio connection will also disconnect from the system. You can usually identify this issue because it will affect groups of callers at the same time and will seem to bounce from caller to caller as each person kicks out the last caller.
A username is supposed to be unique to the system each day and can only be signed in once at a time. ThruTalk uses the login contact information to identify individuals for username assignment each day. If two or more callers are using the same contact information when logging in, the system will give them the same username/password combo because it thinks the callers are the same person. Each time that username logs in, it kicks off any other instances of that username that are signed in, regardless of call status, therefore causing a waterfall of log outs as each person logs in and kicks off the previous caller who signed in with that username.
Make sure your callers are using their actual unique contact info when they claim a login. Not only does this help with accountability and future shift recruitment, it also ensures that callers are not kicking each other out. Have a few campaign emails that people can use if they flat out refuse to enter an email address.
The caller's phone or internet connection is unstable
The caller is sent back to the login screen during a call, between calls, or from not ready/wrap up status despite being under the time limits. The audio connection may or may not remain connected to the system.
ThruTalk is a synchronous communication platform and requires both a steady internet connection and a steady phone connection. In instances where either connection is unstable and does not maintain a steady connection, the caller will be dropped from the dialer because the system can no longer verify their connection status and if they are available to receive a call.
For phone connections, check what phone service the caller has for their cellular device. Check they are not using VOIP or calling over wifi as the connections tend to drop out more often. Check with other callers present (if there are others) if they are using different phone carriers for their cellular devices and if those calls are successful. Ask how many "bars" of service strength their phone is currently receiving. Rebooting the device will acquire a new connection that may be stronger than their current connection. Potentially you may ask the user with the issue to try calling from a different physical location - to move from their spot and set up to make calls again from a different table, seat, or desk. Lastly, if an alternate device may be borrowed for their session, have the caller try connecting with that alternate phone.
For internet connections, if setting up a location for a phone bank, check the internet and wifi connections to be sure they are fast and reliable. If using wifi, make sure your callers are close to the router and are not moving in and out of router range during the call. Additionally, keeping the bandwidth clear by preventing use of streaming or social media activity during live calls helps to increase session stability. If you are unable to get a better connection, see if callers can use cell phone hot spots to spread out the internet load amongst your callers. Please review our exploration of internet issues and the impact on scripts here for further assistance.
The service is not open or does not have a list loaded
The caller is able to log in and get to the waiting screen (seen below) but is quickly logged out of the system, usually with a popup blue message in the bottom left hand corner of their dialer window.
The callers is trying to call into a service that is closed for the day (either because its currently too late/early or because of a special occasion/holiday) or a service that does not have a list loaded.
Review your training materials and confirm you include a way for your callers to get in touch with your calling program organizers. Callers will usually receive a message in the bottom left hand corner of their dialer window with the reason they are being logged off, allowing them to contact your team to load a new list or sign them up for a shift during a time your calling is open.
Also make sure to watch your service dashboards to ensure you don't run out of calls to make while you have callers ready to go. See more information about dashboards here.