Incoming call reports status

Here, users will find all inbound call reporting status description which will help them to understand and analysis the call flow of configured DeskPhone/IVR/Toll-free Number.

S.No

Trigger by

STATUS

CALL STATUS

DESCRIPTION

1.

LEG B

ANSWER

ANSWER (16)

Call is answered. A successful dial.

2.

3.

Either party A or B

NO ANSWER

CANCEL (0)

Call is cancelled. The dial command reached its number but the call hung up by customer or agent/member before picked up.

4.

LEG B

NO ANSWER

NO ANSWER (0-Agent)

The dial command reached its number, the number rang for too long, then the dial timed out.

5.

LEG B

NO ANSWER

BUSY (17)

Busy signal. The dial command reached its number but the number is busy.

6.

LEG B

NO ANSWER

CONGESTION

This status is usually a sign that the dialled number is not recognised by the operator due to network issue.

7.

LEG B

NO ANSWER

Unavailable (19)

Number not reachable due to network/congestion

8.

LEG B

NO ANSWER

CHANUNAVAIL

Channel unavailable. On SIP, peer may not be registered.

9.

LEG B

NO ANSWER

Not connected

Call received in ivr system but no call forward happen.

10.

LEG B

NO ANSWER

AgentEngaged

(0-Agent)

Status indicates agent is on other call on other SIP trunk channel.

11.

LEG B

NO ANSWER

AbandonedCall

Caller disconnect the call during " retry music" Notification, when no agent pick the call.

12.

LEG B

N/A

Transfer to agent

Caller call is transferring on agent number

13.

LEG B

N/A

Picked

It Represent caller call is pick



Asterisk Hangup Cause Code Mapping

User may confuse about the reason of showing brackets ( ) under mentioned above call status head. So let we explain you that these bracket mentioned numbers are actually cause code which we are receiving from operator and all are benchmarked globally accepted cause codes.

Reason of showing it on panel reports - Sometime, user may curious to know that this status are same which operator is sending to us. In this case, we may share backend logs of that particular call which will be send by operator including cause code. It helps users to match the report from what operator is sending to us, and what we are showing to users.

S.No

Cause Codes

1.

0= Cause not defined

2.

16= Normal Clearing

3.

17= User busy

4.

19= No answer from user (user alerted)

5.

21= Call Rejected



For more detailed Hangup Cause code Mapping status, Kindly visit below link: