An operational read of Continuant's Call Detail Records — where calls are won, where they leak, and the five moves that tighten the phones.
Each export covers a different window — totals below are read per-source, not summed. C4: Apr 1–Jun 16 · Zoom: May 16–Jun 16 · NuWave: Jun 1–17 · Sippio: Apr+May.
A contact-center ACD, a Zoom Phone fleet, MS Teams calling over NuWave trunks, and Sippio SIP trunks — two of which overlap in capability and two of which are separate carrier relationships. That fragmentation is the backdrop for everything that follows.
Over 17 days, 357 of 1,952 Teams-trunk calls (18%) terminated as Q.850 cause 1 — “unallocated/invalid number” (SIP 404). Every one was rejected by the called side: real callers reaching a Continuant DID that rings nowhere.
Area code 253 is Tacoma/Fife, WA — Continuant's home market. The 1-253-252-3xxx block answers 277 calls successfully in the same file, yet 247 sister numbers in that range fail. The range is only partially provisioned in Teams.
at the observed rate of ~21 failed calls/day. 76 distinct DIDs are affected. These callers don't get a busy tone or a voicemail — they get “the number you dialed is not in service.”
Filtering out the 1,090 legs a teammate caught (“answered by other”), the reachable-inbound answer rate is 79.5% — below the 90% service benchmark. 1,151 calls were genuinely missed and 272 voicemails sit waiting for a callback.
Misses spike at 08:00 and 10:00 — the team isn't fully online before late morning. Recording sits at just 58%; if CHS calls carry a QA/compliance requirement, that's a gap to confirm.
96.3% answered, 3.7% abandoned, 8.3s average queue wait. A blended team leaning slightly outbound (2,890 out / 2,523 in). This is the staffing and queue discipline the Zoom team should inherit.
| Agent (by volume) | Calls |
|---|---|
| Zachary Hopkins | 800 |
| Katelyn Rasmussen | 591 |
| Cameron Arndt | 391 |
| Rachel Starcher | 348 |
| Raiza Nichole Decena | 328 |
Wrap time (84s) is ~30% of handle — the clearest efficiency lever. Abandoners hang up after just 13s; a sub-13s answer target or callback-in-queue recovers most of them.
The same callers recur across C4 and Zoom. Either they're high-value accounts that deserve priority routing — or robocallers worth blocking. A 30-minute triage settles each one.
| Caller ID | Calls |
|---|---|
| +1 317 536 6000 | 87 |
| +1 360 624 4103 | 86 |
| +1 781 640 9039 | 58 |
| +1 617 784 9220 | 56 |
| +1 206 434 5619 | 51 |
| Caller | Calls |
|---|---|
| 256 857 4880 | 43 |
| 512 436 2422 | 15 |
| 703 992 3029 | 13 |
| 361 877 0184 | 12 |
| 763 274 3899 | 12 |
Audit the 76 failing numbers (concentrated in 1-253-252-3xxx) against the Teams voice-routing / DID inventory. Provision or forward the live ones; give retired ones a proper intercept instead of a SIP 404.
Misses cluster 08:00–11:00. Staff the morning shoulder, set a same-day voicemail callback SLA, and review ring-group overflow so the 1,151 missed and 272 voicemails shrink.
Only 58% of Zoom calls are recorded. If the CHS line of business requires call recording for QA or compliance, 42% unrecorded is an exposure. Confirm the policy, then enforce it at the ring-group level.
Whitelist/priority-route VIP repeat callers; block confirmed robocallers. On C4, trim the 84s wrap time and tighten the answer-speed target below the 13s abandon threshold.
Four platforms and two trunk vendors (NuWave + Sippio) with overlapping Zoom/Teams calling means duplicate licensing and split reporting. Worth a consolidation study — after P1, since the Teams trunk is actively dropping calls today.