The Phone Events object has records for when users miss calls and why they missed them. The fields Missed Call Type and Hangup Cause can be used to understand exactly what happened.
Each tab focuses on a Missed Call Type because a Hangup Cause value will mean something different depending on what Missed Call Type it is paired with.
Missed Call Type | Hangup Cause | Callback? | Description |
|---|---|---|---|
Unknown | <empty> | Yes | Catch all for any other missed call types. |
Missed Call Type | Hangup Cause | Callback? | Description |
|---|---|---|---|
All Busy | <empty> | Yes | There was one or more available devices but further checks resulted in those devices no longer being eligible. This could include the agent already being on another call. |
Missed Call Type | Hangup Cause | Callback? | Description |
|---|---|---|---|
No Devices | <empty> | Yes | There was no registered agent device ready to deal with the customer call. One possible cause is that the agent’s WebPhone was terminated just before a callback was attempted. |
Missed Call Type | Hangup Cause | Callback? | Description |
|---|---|---|---|
Trying | CALL_REJECTED | The agent's device rejected the call when the call was attempted. This can happen if the agent cancelled the call. This can also happen with certain failed calls where the platform terminates the call. | |
Trying | ORIGINATOR_CANCEL | The caller cancelled the call when the call was attempted but before the called device sent ringing indication. | |
Trying | NO_USER_RESPONSE | Yes | This can occur with certain devices, such as Freedom Mobile, when they are out of range or powered off. |
Trying | ALLOTTED_TIMEOUT | Yes | The agents device did not send any ringing indication and was not answered within the configured time limit. |
Trying | LOSE_RACE | The agents device was called but then cancelled because another device that was called in parallel accepted the call first. | |
Trying | NO_ANSWER | The agent’s device did not send any ringing indication and was not answered. | |
Trying | NORMAL_TEMPORARY_FAILURE | An agent’s PSTN number was called but it failed with either the proxy or the carrier returning an unexpected return code like '500 Internal Server Error'. | |
Trying | UNALLOCATED_NUMBER | The agent’s Freedom Mobile device accepted the call but then the device lost connection. | |
Trying | USER_BUSY | Yes | The agent's device rejected the call when the call was attempted. This can happen if call waiting was enabled or if the device had problems accessing the microphone if it was a webphone. |
Trying | PROGRESS_TIMEOUT | The agent’s device was called but no ringing indication was received within a certain amount of time, usually 30 seconds. | |
Trying | NORMAL_CLEARING | Call to agent device failed. For instance, the agents Freedom Mobile device was called but the call failed. | |
Trying | REDIRECTION_TO_NEW_DESTINATION | The agent’s device was called but the device a proxy sent back a redirect request which we treat as an error. | |
Trying | <empty> | Caused by invalid routing information for the agent’s device. |
Missed Call Type | Hangup Cause | Callback? | Description |
|---|---|---|---|
Ringing | CALL_REJECTED | Yes | The agent pressed decline when the call was presented to them. |
Ringing | ORIGINATOR_CANCEL | The caller cancelled the call whilst the agents device was ringing. | |
Ringing | NO_USER_RESPONSE | Yes | The agents Freedom Mobile device did not respond within 30 seconds after the call was placed because it was out of range or had no power. |
Ringing | ALLOTTED_TIMEOUT | Yes | The agents device was ringing but was not answered within the configured time limit. |
Ringing | LOSE_RACE | The agents device was called and sent ringing indication but then then call was cancelled because another device that was called in parallel accepted the call first. | |
Ringing | NO_ANSWER | The agent’s device was ringing but was not answered. | |
Ringing | NORMAL_TEMPORARY_FAILURE | An agent's device rang, but failed to connect to the agent with either the proxy or the carrier returning an unexpected return code like '500 Internal Server Error'. | |
Ringing | UNALLOCATED_NUMBER | The agents Freedom Mobile device accepted the call, sent ringing indication but then the device lost connection. | |
Ringing | USER_BUSY | Yes | The agents device rejected the call with busy after the called device sent ringing indication. |
Ringing | NORMAL_UNSPECIFIED | The agents device was called but the attempt to deliver the call to them was cancelled possibly due to a PBX routing issue. | |
Ringing | NORMAL_CLEARING | Call to agent device failed. For instance, the agents Yealink was called but returned '480 Temporarily Unavailable'. | |
Ringing | RECOVERY_ON_TIMER_EXPIRE | The agents device was attempted but there was no response from the device or the proxy. | |
Ringing | INCOMPATIBLE_DESTINATION | The agent's device was attempted but there was a codec incompatibility. This can happen with Yealinks which are not configured correctly. | |
Ringing | <empty> | The agent’s device was attempted but then cancelled by the platform for having too many active calls. |