Many organizations migrating from traditional contact center platforms expect a call to end for everyone when the customer hangs up. Surprisingly, this is currently not always the case when agents use external phones in Bright Pattern.
This behavior has become a major discussion point during our migration projects and was even identified as a critical flaw during acceptance testing by external service providers.
Use Case
In our specific use case, agents are working with external devices such as:
- Mobile phones
- Microsoft Teams phone numbers
- Home office landline phones
- External SIP endpoints
When a caller disconnects, the customer interaction is finished, but the connection to the agent’s external device remains active for several minutes.
While the system is technically working as designed, the operational impact can be significant:
- PSTN/SIP trunks remain occupied unnecessarily.
- Agents are confused because call handling differs from the behavior they know from other contact center platforms.
- External phone lines stay busy and may no longer be available for other incoming calls.
- Organizations with a large number of agents but a limited number of trunks can experience capacity issues during peak periods.
Our wish
We strongly believe Bright Pattern should provide an administrator-controlled option such as:
“Automatically terminate the agent connection when the caller hangs up.”
This simple setting would allow customers to choose the behavior that best fits their operational model.
Benefits would include:
- Reduced trunk consumption
- More predictable call behavior
- Easier migration from legacy platforms
- Improved agent acceptance
- Better support for distributed and remote workforce scenarios
- Greater flexibility for customers using external devices
Many contact centers operate with a relatively small number of trunks shared across a large pool of agents. For these organizations, immediate call release is not merely a preference—it is a business requirement.
Help us please
Would this feature improve your operation as well?
If your agents use:
- External phones
- Mobile devices
- Microsoft Teams numbers
- Home office telephony
- SIP-connected endpoints
please share your experience and vote for this enhancement.
The more customer feedback Product Management receives, the easier it will be to prioritize this feature for future Bright Pattern releases.
How does your contact center handle calls when the customer disconnects? Would you also prefer an optional “Disconnect on Caller Hang-Up” setting?