Call statuses and phases¶

Phases and statuses describe a position where the call is located. Each status is further subdivided into phases – a more detailed specification. A phase can be the same for multiple statuses. In other words, phases are grouped into statuses. This makes displaying easier in grids, statistics, etc.

For example, an outbound call can be in statuses such as Prepared, Paused, Scheduled etc. Phases for status Active are e.g. AgentOfferFirst, AgentOfferMissed and the like.

Outbound Calls¶

An ideal outbound call includes the following steps:

queue or manual distribution –> offer –> preview –> dial –> conversation –> result

The actual progress can be different for each call – an error occurs, preview is disabled, etc. A pre condition for call distribution is to be in the ready state. The agent remains in this state from distribution to conversation. They can be automatically switched to the PCP status for the result step.

Statuses		Phase
Before the call	Prepared Paused Scheduled 1 Neglected	New Manual Enqueue EnqueueNoTime EnqueueTimedOut Obsolete
During the call	Active 1	AgentOfferFirst AgentOfferMissed AgentOfferNext AgentPreCall AgentDialing AgentTalk WaitForResult
After the call	Completed Cancelled 2 NoAnswer 1 Busy 1 ToContinue 1 TalkError 1 Failed 1 NoResult	HangupAgent 3 HangupCalled 3

Outbound call statuses¶

A more detailed explanation of outbound call statuses. In the database, the statuses correspond to the OutboundCall.CallResult column, where their int value from “DB value” column is stated (see below). Statuses names are stated in the LiteralLookup database table, where the LiteralLookup value is 42.

../../_images/oc-statuses-diagram.nol10n.png

Status	DB value	Explanation
Prepared	9	Before making a call; the call is not yet to be scheduled.
Paused	8	After/before call execution/will continue at the administrator’s request – temporarily suspended, subsequent change only to Scheduled
Scheduled	10	The call is scheduled before the call is actually made.
Neglected	5	After canceling the call – The system decided to cancel the call.
Active	0	Call in progress.
Completed	3	After making/completing the call – success.
Cancelled	2	After making/canceling the call – The number could not be reached, do not reschedule.
NoAnswer	6	After making the call/to be continued – not answering, reschedule according to rules
Busy	1	After making the call/to be continued – busy, reschedule according to the rules
ToContinue	12	After making the call/to be continued – conversation not finished, call again, reschedule according to rules.
TalkError	11	After making the call/to be continued – wrong person, reschedule according to rules.
Failed	4	After making the call/to be continued – failed to dial, reschedule according to rules.
NoResult	7	The time for writing the call result has expired.

Outbound call phases¶

A more detailed explanation of the outbound call phases. In the phase database, they correspond to the OutboundCall.CallPhase column, where their int value from “DB value” column is stated (see below). Statuses names are stated in the LiteralLookup database table, where the LiteralLookup value is 43.

../../_images/oc-phases-diagram.nol10n.png

Phase	DB value	Explanation
New	12	A newly created call with which nothing has happened so far.
Manual	13	Intentionally ignored by automatic distribution. See Manual dispatch.
Enqueue	6	Call queued for automatic distribution. See Automatic distribution.
EnqueueTimedOut	8	Call queued because it is no longer in a valid time window (columns `TimeMode`, `TimeFrom` and `TimeTo` in the `OutboundList` table).
EnqueueNoTime	7	The call was not enqueued at all because TimeMode/From/To columns does not allow its scheduling.
Obsolete	9	This is a user phase indicating a canceled call that is no longer needed.
AgentOfferFirst	1	The call is offered (pop-up) to the first agent.
AgentOfferMissed	2	The call was not accepted by the agent and there is no other agent currently available.
AgentOfferNext	3	The call is offered (pop-up) to another agent.
AgentPreCall	4	Time to prepare for the offered call; the call is dialed only after confirmation by the agent or after a predefined time.
AgentDialing	0	The call has been received and is being dialed/ringing/waiting for connection.
AgentTalk	5	The call was answered by the called party and conversation is ongoing.
WaitForResult	14	The call ended with the results recorded, whereas the conversation ended already before that
HangupAgent	10	The call ended with the agent hanging up and the result was recorded already before that.
HangupCalled	11	The call ended with the called party hanging up and the result was recorded already before that.

Inbound Calls¶

An inbound call is initiated outside the system and cannot be known before it enters execution. Statuses are simpler than with outbound calls because activities such as scheduling and rescheduling are not required.

The active status contains phases through which the call passes, represented by a phone call at all times. When the call ends, this phase is maintained, which is important especially for lost calls. Phase blocks - marked with letters A and B (before distribution) and W (while waiting) – are essential for the call process.

The ideal flow of an inbound call is also easier:

IVR –> queue –> dialing –> conversation –> result

Statuses		Phase
During the call	Active 1	Pilot PhaseAnnouncementA PhaseIvrScriptA PhaseAnnouncementB PhaseIvrScriptB Distributing 1 PhaseDispatchQueue Putting on waiting 1 PhaseWaitingQueue PhaseManualDispatch PhaseAnnouncementW PhaseIvrScriptW PhaseAgentRingFirst PhaseAgentRingMissed PhaseAgentRingNext AgentTalk
After the call	Served Lost	HangupAgent 3 HangupCaller 3 TerminatedA TerminatedB TerminatedW TransferredA TransferredB TransferredW Pilot PhaseAnnouncementA New

Inbound call statuses¶

A more detailed explanation of inbound call statuses. In the database, the statuses correspond to the InboundCall.CallResult column, where their int value from “DB value” column is stated (see below). Statuses names are stated in the LiteralLookup database table, where the LiteralLookup value is 40.

../../_images/ic-statuses-diagram.nol10n.png

Status	DB value	Explanation
Active	0	Call in progress.
Served	2	After making a call.
Lost	1	The call gets into this status from any active phase except for the AgentTalk phase.

Inbound call phases¶

A more detailed explanation of inbound call statuses. In the database, the statuses correspond to the InboundCall.CallResult column, where their int value from “DB value” column is stated (see below). Statuses names are stated in the LiteralLookup database table, where the LiteralLookup value is 41.

../../_images/ic-phases-diagram.nol10n.png

Phase	DB value	Explanation
Pilot	16	Call before entering the entry rule, i.e. before the IVR.
PhaseAnnouncementA	4	The announcement played as a part of the entry rule.
PhaseIvrScriptA	11	The call is processed within the IVR script as a part of the entry rule.
PhaseAnnouncementB	5	The announcement played as a part of the distribution rule.
PhaseIvrScriptB	12	The call is processed within the IVR script as a part of the distribution rule.
Distributing	24	The call is currently being distributed to the agent. It will normally be for a very short time (<300 ms) in this phase. If the handover for distribution is not successful within a reasonable time, the call returns to the previous phase.
PhaseDispatchQueue	7	Not used.
Putting on waiting	25	The call is being transferred to the waiting queue. It will normally be for a very short time (<300 ms) in this phase. If the transfer to the waiting queue is not successful within a reasonable time, the call returns to the previous phase.
PhaseWaitingQueue	23	Call in the waiting queue.
PhaseManualDispatch	14	Not used.
PhaseAnnouncementW	6	The announcement played as a part of the waiting rule.
PhaseIvrScriptW	13	The call is processed within the IVR script as a part of the waiting rule.
PhaseAgentRingFirst	0	Ringing at the first agent.
PhaseAgentRingMissed	1	No agent was able to answer.
PhaseAgentRingNext	2	Ringing at another agent.
AgentTalk	3	The call was answered by the called party and conversation is ongoing.
HangupAgent	9	The call ended with the agent hanging up and the result was recorded already before that.
HangupCaller	10	The call ended with the caller hanging up and the result was recorded already before that.
TerminatedA	17	Call terminated by the entry rule.
TerminatedB	18	Call terminated by the project rule.
TerminatedW	19	Call terminated by the waiting rule.
TransferredA	20	Call transferred by the entry rule.
TransferredB	21	Call transferred by the distribution rule.
TransferredW	22	Call transferred by the waiting rule.
Pilot	16	Call before entering the entry rule, i.e. before the IVR.
PhaseAnnouncementA	4	The announcement played as a part of the entry rule.
New	15	A call newly entered in the database that has not been processed yet.
Enqueue	8

Footnotes

1: A temporary state or phase. The call will still be worked with. The call will not remain in this status or phase only if an error occurs. For example, the Active status needs to be followed by another one because the call will sooner or later end etc.
2: A call in the Cancelled status can in fact have any phase that indicates when the cancellation occurred.
3: The indication whether it was the called party or the agent who hung up depends on the telephone system capabilities.