A call status represents the outcome of a call from a telephony perspective. PhoneIQ has different call statuses, and they are grouped into 3 categories:
Outbound Calls (Connected, Voicemail Dropped, Canceled)
Inbound Calls (Answered, Missed)
Call Center Calls (Handled, Abandoned, Timeout)
Outbound calls can have 3 possible outcomes or statuses: Connected, Voicemail Dropped or Canceled.
Connected: If the outbound call was successful, the call status is connected even if the call connects to a human, voicemail, or phone tree. From a telecom point of view, the call was successful in connecting to another endpoint.
Voicemail Dropped: If the agent decided to leave a pre-recorded voicemail using the voicemail drop option, the voicemail dropped status will be displayed.
Canceled: If the call was canceled by the user before connecting, the status will be set to cancel.
Inbound calls represent all incoming calls that are not ACD calls coming through a queue. These can be direct to extension calls or via a ring group for example. These calls can have two possible call statuses:
Answered: The call was successfully answered by an Agent.
Missed: The call was missed.
Call Center Calls:
Inbound calls coming through an inbound call queue, are categorized as call center calls. These calls have 3 different statuses:
Handled: The call was answered by an agent. It's the equivalent of an answered call.
Abandoned: the caller dropped the call before any agent in the call queue was able to answer it. It's the equivalent of a missed call.
Timeout: the call exceeded the maximum wait time of the queue before an agent was able to answer it. It's the equivalent of a missed call.
The call status information is displayed in the call details section within the desktop or CTI app. To access it, navigate to the Phone tab > Recents > Call details.
You can also view the call status details in Salesforce under the call status field in the Task Record.