- Silent call
A silent call is a
telephone callthat is generated by a predictive dialer(or dialler) which does not have an immediately available to handle the call. In this instance the call may be terminated by the dialler, and the called party receives a silence(" dead air") or a tone from the telephone companywhich indicates the call has been dropped.
USA, the Federal Trade Commission(FTC) uses the term "abandoned call" instead of silent call in its regulations applying to telemarketing.
For more information on why the technology makes silent calls, see
Other reasons for silent calls
People using telecommunications devices for the deaf (TDDs) and calling public agencies might expect the agency being called to answer with a TTY. The caller waits for "TTY tones" to be generated over the phone line. The answerer should place the phone receiver into the TTY coupler and type anything ("Hello, Go Ahead") so the caller knows it is connected. For public agencies that have a TTY, it is inappropriate to hang up on a silent call.
Many silent calls are a result of process known as pinging. This is very similar to an
Internet Protocol(IP) ping, where the intention is to see if there is life at the destination. This is often used by data cleaning companies as a method of removing dead telephone numbers from old lists. Each number is dialled and immediately dropped if the call is connected. If the call is not dropped quickly enough it may result in a short ringing signal.
Telemarketing and the UK DMA
It is believed that most, although not all, silent calls are made by
Around 10% of dialler users in the UK are members of the
Direct Marketing Association(DMA) who are an industry interest group for telemarketingin the UK. The DMA code of conduct rules that no more than 5% of the calls made per day should be silent. Many consumer groups consider this too high, and initially campaigned for this to be lowered to 3%.
The legal position in the UK
There is no law that declares silent calls illegal, although the [http://www.opsi.gov.uk/acts/acts2003/20030021.htm Communications Act 2003] states:
"127.2 A person is guilty of an offence if, for the purpose of causing annoyance, inconvenience or needless anxiety to another, he-.../cut/...(c) persistently makes use of a public electronic communications network."
2003, OFCOMstarting investigations into two separate companies who were believed to be making silent calls. They were investigated under this section of the legislation because it was believed that they were "causing annoyance, inconvenience or needless anxiety". Unofficial warnings were issued, but OFCOM did not use powers given to it under the act until 3 May 2005when it issued a notification to one of the companies (This notification is akin to a written warning). The terms of this notification were that this company was to make no more than 5% silent calls.
01 March 2006OFCOM have published their [http://www.ofcom.org.uk/consult/condocs/misuse/statement/ revised policy] requiring that
* Abandoned calls must carry a recorded message about the company calling.
* Calling line identification must be presented on all outbound calls from call centres using automated calling systems.
* Telephone calls abandoned should not be re-dialed for at least 72 hours, unless a dedicated person is available.
* Abandoned call rates must be less than 3% in any 24 hour period.
* Suitable records must be kept.
OFCOM also announced that it had completed its investigation into seven companies in relation to silent call. Notificactions were issued to four, requiring no more than 3% abandoned calls. An undertaking was secured from another company for the same performance. One of the other company's actions did not constitute persistent misuse, and the final company has stopped accepting contracts to send unsolicited fax communications.
3 November 2006Ofcom published a statement indicating that it was taking action against 4 companies regarding this. The companies are:
* Carphone Warehouse plc;
* Brakenbay Kitchens Ltd;
* Space Kitchens Ltd; and
* IDT Direct Ltd (trading as Toucan).You can see the full notification at [http://www.ofcom.org.uk/bulletins/comp_bull_index/comp_bull_ocases/open_all/cw_905/ click]
The No Agent Available (NAA) message
One solution to silent calls is for marketing organisations to play a recorded message to the
consumerexplaining why the call was silent and why no agent was available. The industry, led by the DMA, resisted this for a long time because it was assumed that it would be termed illegal under article 19 of the [http://www.opsi.gov.uk/si/si2003/20032426.htm Privacy and Electronic Communications (EC Directive) Regulations 2003] (PERC):
"Use of automated calling systems19. - (1) A person shall neither transmit, nor instigate the transmission of, communications comprising recorded matter for direct marketing purposes by means of an automated calling system except in the circumstances referred to in paragraph (2)."
(Further [http://www.informationcommissioner.gov.uk/eventual.aspx?id=786 Guidance] on the PERC 2003)
However, after extensive campaigning from a consumer called [http://www.users.waitrose.com/~silentcalls/ David Hickson] the industry reviewed its position and started to further investigate the matter.
A private consulting firm contacted the information commissioner on
13 July2005 and got confirmation that a [http://www.darrylbeckford.co.uk/dbnews260705a.htm NAA message is acceptable] , on the condition that the message itself does not contain any marketing information. On 25th July 2005, this consulting firm then released a framework to help call centres implement the NAA message, entitled [http://www.darrylbeckford.co.uk/dbdialling.htm Voluntary Dialling Code] .
However, many believed that even if an NAA message was legal in terms of the PERC, OFCOM could still find that it was persistent misuse.
August 17, MP John Hemming received confirmation from OFCOM that usage of the NAA message would not be termed a persistent misuse, and there is no widespread belief that OFCOM will conclude that the six companies it's currently investigating should stop making silent calls and use the information message instead.
Interestingly, OFCOM did not indicate what quantity of NAA is acceptable. It is likely that most people will work to 5%, however some dishonest companies are likely to make a high quantity of NAA calls in the same way they made a high quantity of silent calls. If this occurs, then the NAA message will become as much of a
nuisanceas silent calls are. The only solution to this would be for either OFCOM to issue guidance on the acceptable level (and then prosecute those who go above this level), or for the government to introduce new legislation. Either way, this is an area that is extremely difficult to police.
August 18the DMA pledged to update its code (many believe the updates will be identical to the points the Voluntary Dialling Code). No update has as yet been released and the Voluntary Code remains the only framework in existence.
Wikimedia Foundation. 2010.
Look at other dictionaries:
Silent Call — Allgemeine Informationen Website http://www.silentcall.se/ Aktuelle Besetzung … Deutsch Wikipedia
silent call — noun An instance of answering a ringing telephone only to find that no one is there, often because the number has been dialled automatically in a telemarketing exercise • • • Main Entry: ↑silence … Useful english dictionary
Silent Hill (игровая серия) — Silent Hill Жанр Survival horror Разработчики Team Silent Climax Group Double Helix Games Издатель Платформы PlayStation 2 PlayStation 3 Xbox 360 IBM PC Первая … Википедия
Silent Hill (video game) — Silent Hill is a video game, the first in the survival horror series with the same name. The game was released in North America on January 31, 1999, Japan on March 4, 1999, and in Europe on August 1, 1999. It was released exclusively on the Sony… … Wikipedia
Silent Hill 3 — PAL region box art depicting main protagonist Heather Developer(s) Konami Computer Entertainment Tokyo … Wikipedia
Silent Hill (serie) — Silent Hill (série) Logo de Silent Hill Silent Hill est une série de jeux vidéo de type survival horror éditée par Konami. Elle a débuté en 1999 avec Silent Hill sur PlayStation. Les quatre premiers volets de la série ont été développés par la… … Wikipédia en Français
Silent hill (série) — Logo de Silent Hill Silent Hill est une série de jeux vidéo de type survival horror éditée par Konami. Elle a débuté en 1999 avec Silent Hill sur PlayStation. Les quatre premiers volets de la série ont été développés par la « Silent… … Wikipédia en Français
Silent Hill Origins — Desarrolladora(s) Climax Group Distribuidora(s) Konami … Wikipedia Español
Silent Hill (videojuego) — Silent Hill Desarrolladora(s) Team Silent Distribuidora(s) Konami … Wikipedia Español
Silent Hunter — (englisch: „Lautloser Jäger“) ist eine Computerspiel Reihe. Es handelt sich um U Boot Simulationen, die zur Zeit des Zweiten Weltkrieges spielen. Der erste Teil der Reihe wurde im Jahre 1995 von Strategic Simulations (SSI) entwickelt und Anfang… … Deutsch Wikipedia