Call Status

The call status in Issabel Contact Center is a fundamental element within the Dialer, as it allows tracking each call made within a campaign, classifying it according to the result obtained. These statuses are used to generate reports, improve contact management, and define future actions within the Contact Center strategy.

Where is the call status displayed?

It can be viewed within the Numbers tab in the Dialer of Issabel Contact Center, when reviewing the details of a call, where each phone number has an associated status after each dialing attempt that is stored in the Dial Status variable.

Dial Status

The content of this variable refers to the dialing status as reported by the Originate command of Asterisk. This command allows initiating calls from the CLI (Command Line Interface) or through an external application, connecting an extension with another number or executing a specific dial plan. It is useful for making automatic calls, testing configurations, or integrating Asterisk with other systems.
When originate is executed, Asterisk attempts to dial the specified number and returns a response on whether the call was successful, failed, or could not be completed. If the Originate command is used through the Asterisk Manager Interface (AMI), the response will include the Reason field, which indicates the result of the call. Its details are described below:

Reason Code	Status	Description
0	NO_ANSWER	No response from the recipient.
1	BUSY	The destination was busy.
2	FAILURE	The call failed due to an unknown error.
3	CONGESTION	The network is congested and the call could not be completed.
4	ANSWER	The call was successfully answered.

Types of Call Status

Calls can have different statuses depending on their outcome. The most common ones are described below:

• 1. Connected Calls
  These are calls where the contact answered. This category can include:
  • Answered: The user answered the call.
  • Transferred: The call was directed to another agent or department.
  • Voicemail: The call was answered by a voicemail.
• 2. Unanswered Calls
  These are contact attempts where the user did not answer. They can be classified as:
  • No Answer: The user did not answer the call.
  • Out of Service: The number is not valid or is disconnected.
  • Rejected: The user actively rejected the call.
• 3. Failed Calls
  These are calls where there was an error in the dialing process. Examples:
  • Invalid Number: The number is not in the correct format or does not exist.
  • Dialing Error: Technical problems in the telephone exchange or with the phone provider.
  • Failed Due to Restriction: The number belongs to a Do Not Call list.

How is the Call Status Assigned?

After each call attempt, the Issabel Contact Center system automatically assigns a status based on the result of the communication. This information is stored in the database and can be used for:

• Call Recycling: If the contact did not answer, the call can be scheduled to try again later.
• Performance Analysis: Reports can be generated with the percentages of successful, failed, and pending calls.
• Retargeting Strategies: If a customer does not answer multiple times, they can be reassigned to another type of campaign or specialized agent.

Importance of Call Status

• Optimizes the management of the Contact Center, ensuring that agents work with updated information.
• Facilitates decision-making based on real contact data with customers.
• Helps improve the conversion rate in sales or customer service campaigns.

Viewing Statuses in the Dialer Dashboard

The call status in Issabel Contact Center is a key tool for managing and controlling call campaigns. By using these statuses strategically, effective contact rates can be improved, resources optimized, and better results achieved in the management of the Contact Center.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com