Automated warnings when using Invelo's built-in dialer

Understanding how Invelo monitors dialing activity to maintain compliance and call quality

Invelo’s built-in dialer includes automated monitoring and warning systems designed to ensure high call connection rates, maintain number reputation, and comply with industry standards. By tracking dialing patterns and call outcomes, the system helps users avoid spam-flagging, improves campaign performance, and ensures cost-efficient number usage.

This article explains how numbers are provisioned, monitored, and rotated, and how Invelo issues soft and hard warnings to guide safe dialing practices.

Purpose of the automated warning system

The automated warning system is part of Invelo’s Reputation & Number Management framework. Its purpose is to:

• Maintain a healthy dialer number reputation

• Optimize call connection rates

• Prevent spam complaints or regulatory issues

• Alert users when dialing patterns may be non-compliant

• Automatically pause sessions when necessary to protect account and provider compliance

Overview

Invelo’s system manages numbers through:

• On-demand provisioning: Numbers are assigned based on the contact’s area code.

• Adaptive reputation checks: Numbers are monitored for usage, inactivity, and spam likelihood.

• Rotation and quarantine: Numbers may be rotated or temporarily held based on call metrics.

• Callback handling: Inactive numbers enter a “Callback Hold” period before release.

The goal is to ensure reliable, compliant dialing while maintaining cost efficiency.

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Business Logic

This section explains how Invelo manages phone numbers for the dialer, including provisioning, matching, cleanup, and quarantine rules.

Number provisioning (on-demand)

When you create a call queue in a dialer session, the system decides which phone number to use:

1. Check for an existing active number in the same area code as the contact:

   • If you have one and daily calls < 75: Use this number.

   • If you have one but daily calls ≥ 75: Purchase a new number.

   • If you don’t have one: Purchase a new number.

2. Number details stored in the system:

   • User ID

   • Area code

   • Phone number

   • Status: Active, Callback Hold, Released, Quarantined

   • Daily call count

   • Last outbound date

Local presence matching

• The system tries to match the outbound number’s area code to the contact’s phone number area code for local presence.

• If no exact match is available, it uses the nearest area code from the fallback database (US Area Code Lookup).

Inactive number cleanup

Numbers that haven’t been used for a while are handled carefully:

1. Check nightly: If a number hasn’t been used for 7 days → move to Callback Hold.

2. Callback Hold: The number can receive inbound calls only for 14 days to capture potential callbacks.

3. Release: After 14 days in Callback Hold, the number is permanently released to the provider.

Quarantine and release rules

• Quarantine: Temporarily blocks outbound calls for a number that needs a reputation recheck.

• Release: Permanently removes the number from the system and provider inventory.

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Monitoring and preventative measures

Invelo continuously monitors your dialer activity to help you stay compliant and maintain high call quality. The system tracks key metrics and flags patterns that may indicate potential issues.

Metrics tracked

1. Answer Success Rate (ASR): The percentage of outbound calls that are successfully answered by either a human or voicemail.

2. Average Call Duration (ACD): The average length of all answered calls, including voicemails.

3. Short Call %: The percentage of answered calls that end very quickly (under 6 seconds).

4. Call Velocity: How fast a user is placing calls, measured as calls per hour.

Red flags for non-compliant dialing

The system considers the following as warning signs that dialing practices may not comply with industry standards:

• ASR ≤ 10% → very few calls are being answered

• ACD ≤ 10 seconds → calls are unusually short

• Short Call % ≥ 50% → many calls are ending too quickly

• Call Velocity ≥ 150 calls/hour → dialing is too fast

These metrics help ensure that your dialer activity is safe, effective, and compliant, while protecting your account and the phone numbers you use.

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Warnings

1. Soft Warnings 

Purpose: Alert users when dialing patterns may be risky.

Multiple Soft Warnings: 3 soft warnings in one session will pause the dialer and notify the user.

2. Hard Warnings 

Purpose: Immediately pause dialer sessions when activity is likely non-compliant.

Notifications: Users receive in-app notifications and email alerts when hard warnings are triggered.

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Invelo’s automated dialer warnings protect your account, maintain number reputation, and ensure compliance with industry standards. By following these alerts and guidelines, users can maximize call success, avoid penalties, and maintain consistent, meaningful outreach.

Need support? Feel free to reach out to the Support Team by sending us a message through the in-app chat or email at support@inveloapp.com.