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 usually indicates that the dialled number was not recognised by the operator due to a network problem. |
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 | The call was received in the IVR system, but no call forwarding occurred. |
10. | LEG B | NO ANSWER | AgentEngaged (0-Agent) | The status indicates that the agent is on another picked running call on another SIP trunk channel. |
11. | LEG B | NO ANSWER | AgentonRing (0-Agent) | The status indicates that the agent number is Ringing for another incoming call on another SIP trunk channel at that time. |
12. | LEG B | NO ANSWER | AbandonedCall | When no agent answers the phone, than caller is disconnected during the "retry music" notification. |
13. | LEG B | N/A | Transfer to agent | Caller call is transferring on agent number |
14. | 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:
