What is Call status? What are different types of status possible with incoming and outgoing calls?
Call status describes the current state of the incoming and outgoing call based on its type.
This status will help to understand what action was taken by the user when the call was made and vice-versa.
There are different types of call statuses for incoming and outgoing calls.
.
The following status is for the Incoming call( Ex: Call is made by the customer to your sales/support team)
Completed: On the successful completion of the call.
Missed: When the call goes unanswered or is disconnected from the caller's end.
Rejected: In case the call has been rejected by the receiver (sales/support team: e.g a spam call)
Voicemail: When a voicemail is dropped by the caller (customer).
Unavailable: When the Phone-number or the member from the receiver side (sales/support team) is unavailable.
IVR: Customer disconnected call during the IVR message was being played.
Welcome Message: The customer disconnected the call when the initial message i.e welcome message was being played.
Call Not Set-Up: When the user has set custom availability and “after work hour message”, call status will be “call not setup” and the message will be “caller tried to call out of business hours.”
The following status is for the Outgoing call( Ex: Call is made by sales/support team to Customer)
Completed: On the successful completion of the call.
No Answer: If the call is unanswered by the customer.
Rejected: If the customer disconnects the call.
Canceled: If the sales/support team disconnects the call before the set-up. Other reasons behind these canceled calls can be:
The number isn't in service.
The number was busy at that time.
The call disconnected before the connection could be established.
The call to that particular country's number is restricted.
*
This status will help to understand what action was taken by the user when the call was made and vice-versa.
There are different types of call statuses for incoming and outgoing calls.
.
The following status is for the Incoming call( Ex: Call is made by the customer to your sales/support team)
Completed: On the successful completion of the call.
Missed: When the call goes unanswered or is disconnected from the caller's end.
Rejected: In case the call has been rejected by the receiver (sales/support team: e.g a spam call)
Voicemail: When a voicemail is dropped by the caller (customer).
Unavailable: When the Phone-number or the member from the receiver side (sales/support team) is unavailable.
IVR: Customer disconnected call during the IVR message was being played.
Welcome Message: The customer disconnected the call when the initial message i.e welcome message was being played.
Call Not Set-Up: When the user has set custom availability and “after work hour message”, call status will be “call not setup” and the message will be “caller tried to call out of business hours.”
The following status is for the Outgoing call( Ex: Call is made by sales/support team to Customer)
Completed: On the successful completion of the call.
No Answer: If the call is unanswered by the customer.
Rejected: If the customer disconnects the call.
Canceled: If the sales/support team disconnects the call before the set-up. Other reasons behind these canceled calls can be:
The number isn't in service.
The number was busy at that time.
The call disconnected before the connection could be established.
The call to that particular country's number is restricted.
*
Updated on: 19/04/2022
Thank you!