What is a Ghost Call?
A ghost call is a type of phone call where the recipient answers but hears no one on the other end. In call centers, ghost calls can disrupt workflow, confuse agents, and tie up lines unnecessarily.
Why Ghost Calls Happen
– Auto dialers making calls without connecting to an agent
– Malfunctioning VoIP or telephony systems
– SIP attacks or unauthorized system probing by hackers
– Poor routing logic or server misconfiguration
Types of Ghost Calls
System-Generated Ghost Call
Results from faulty software or auto dialer logic.
SIP-Based Ghost Call
Often tied to security threats, these calls are generated by hackers scanning open ports.
Phantom Ringing
Occurs when a phone rings without any incoming connection, often linked to misconfigured hardware or interference.
How Ghost Calls Affect Call Centers
– Decrease agent productivity by consuming time
– Cause confusion and increase call handling time
– May lead to customer dissatisfaction if perceived as spam
– Potentially indicate security vulnerabilities in VoIP systems
How to Prevent Ghost Calls
– Monitor call traffic for unusual activity
– Implement strong VoIP firewall and anti-spoofing protections
– Configure auto dialers with proper call thresholds
– Use SIP filtering and port restrictions
– Regularly audit telephony systems for bugs or errors
Related Topics for Further Reading
– VoIP Security
– Auto Dialer
– Call Routing
– Telephony Infrastructure
– Call Monitoring
