Overview

When a Sales Reps calls a prospect, he hears some beeps while the connection is being made. You are wondering if Reports in SFDC consider these beeps as Talk Time or only the actual connection with Prospect or Voice Messages.

Information

Talk Time will count for any time from when a prospect (or the Voice Message operator) picks up. Beeps are not counted as Talk Time as well.

When a call is made, it can be summarized as the following:

1. Playbooks calls the agent's cell phone.
2. The agent answer the cell phone call.
3. Playbooks call the customer. (so far, some beeps are going to be heard while the customer has not picked up the call. At this point, the Talk Time counter has not started yet)
4. One of these 3 scenarios can happen:
   - The customer picks up the phone call
   - The Voice Message service picks up the phone call
   - Nobody picks up the phone call.
   
   
   • If the customer or the Voice Message service picks up the phone call, then the Talk Time counter starts counting.
   • If the phone call is not answered, then it was never accomplished and thus, no Talk Time counter starts.