Dropped Calls

Customers may perceive dropped calls as being an HFL system fault, but most dropped calls are resultant from phone and cell phone carrier issues.

Always confirm with the customer if the number of dropped calls is higher while using the HFL system as opposed to using the cell phone only. Customers often confuse problems with their cell phone or carrier as a problem with the HFL system. The HFL system cannot control or determine the following issues:

• Cellular connection quality
• Signal strength
• Cellular coverage
• Ambient weather conditions that affect cellular signals

When a customer complains about dropped calls, ask questions about when or where the calls are dropped, such as:

• Do you drive the same route on a regular basis?
• Does the call drop in the same location?
• Where do you keep your cell phone?
• Have you compared the number of dropped calls using the HFL versus making calls from the handset?

There are many reasons for a dropped call that are not related to the HFL system. Here are some causes for dropped calls:

• If the quantity of dropped calls is about the same when the customer uses the HFL system versus the handset, the issue is likely due to the cellular phone or carrier.
• If the cell phone is equipped with a retractable antenna, it needs to be extended to maximize signal strength.
• If a customer also notices that the calls tend to drop in the same areas, the HFL system may be operating normally, but something about the area diminishes cellular coverage to a point where the call drops.
• Hills or mountains can block or interfere with cellular signals.
• High-rise buildings, bridges, or other large structures may block or interfere with cellular signals.
• Electrical storms, heavy rain, or overcast conditions interfere with signal strength.
• Placing the phone in a purse, in a metal briefcase, under the seat, in the glove box, or in the trunk can all affect signal reception.
• There are coverage gaps in the mobile service. When driving, a call is typically passed from one tower to another. If the customer drives through an area where there is a coverage gap between towers, the call drops.
• The cell phone battery's state of change can affect signal reception. A low battery may reduce the cell phone's ability to boost the antenna's power and function properly, especially in low signal strength areas. Some phone manufacturers trade off signal transmission and reception strength for battery life. As the battery weakens, the signal strength may also weaken. Some phones may operate more effectively than others in low signal strength areas especially with a partially charged battery.