Frequently Asked Questions

Q) Do I need to enable anything before I can use these features?

Yes. Advanced Call Handling must be enabled for your company by an Albi administrator. Once enabled, all phone numbers in your company will use the new call management system.

Q) Can callers hear the whisper message?

No. The whisper message is played only to the agent. The caller continues hearing hold music during the whisper.

Q)What happens if two agents click Answer at the same time?

The system uses a first-click-wins mechanism. The first agent to click Answer claims the call, and the notification is automatically removed from all other agents' screens.

Q)How many calls can an agent handle at once?

An agent can have multiple calls in their queue at the same time. They can switch between calls by clicking on them — the current call is automatically placed on hold when they switch to another.

Q)How long does a DNI session last?

A DNI session stays active as long as the visitor's browser tab is open and active. The snippet sends a heartbeat every 60 seconds. If the tab is hidden or inactive for more than 30 minutes, the session expires and the tracking number is returned to the pool.

Q)What happens if all the numbers in my DNI pool are in use?

The system uses LRU (Least Recently Used) eviction. The session that has been inactive the longest is expired, and its tracking number is reassigned to the new visitor. To avoid this, ensure your pool size is large enough for your website traffic.

Q)Can I use DNI if I do not use Albi for call handling?

Yes. You can create a DNI pool and set it to forward calls to an external phone system (such as CallRail or RingCentral). This gives you marketing call tracking through Albi without using Albi's call handling features.