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Status
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Description
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Queued
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The call is ready and waiting in line before going out.
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In-progress
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The call was answered and is currently in progress.
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Completed
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The call was answered and has ended normally.
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Failed
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The call could not be completed as dialled, most likely because the phone number does not exist.
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No-answer
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The call ended without being answered.
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Cancelled
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The call was cancelled via the REST API while queued or ringing.
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TryNumber'1/2/3'
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Where there are multiple numbers for a contact and the Send Via option is configured appropriately (i.e., Voice to Mobile, Voice to Home, and Voice to Work) the system tries each number sequentially, up to a maximum of 3 numbers per contact, when it encounters a failure.
If it has tried all the numbers available multiple times – read our guide for further information: Messenger: Change Voice Calling Options - the status will change to either Failed or Completed as appropriate.
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Busy
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If the call is made but the recipient is using the phone at the time, then the call will not be able to get through.
If there is no answer machine capability, no message will be left and the response we get back from the voice provider system is Busy.
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Ringing
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This applies to calls that are not answered and there is no answer machine, or if an answer machine message is not created. The phone will ring for 30 seconds then the call will disconnect.
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Outgoing
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Some telecom providers can have several pre-recorded scripts that are played, if the number has a certain status.
If the system tells the voice sender the status is Outgoing, the telecom provider played the following message:
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Far End Disconnect
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This occurs when the recipient network plays a message, e.g.
If this is a mobile number, it might be that there were problems with the mobile network provider, or there was poor signal. If this is a landline number, the telephone number may have been disconnected.
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Network Disconnect
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This is when the telephone number is not active e.g.
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Connected – Answered
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When the call is picked-up by the recipient.
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Connected - Answer machine
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When the call has been picked up by an answer machine. This option is only available when an answer machine message has been created.
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Connected - No response
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When the call is picked-up, the system needs to know whether it is playing the normal message, or the answer machine message.
If it recognises a human voice answering the call, then the normal message will be played. If there is disturbance on the line, or if the recipient of the call is very quiet, then the system will play a standard test message.
If the recipient presses a key, the message will begin. If no key is pressed, then it assumes it has reached an answer machine, and will connect to the answer machine within the phone.
If the phone is put down here, without any keys being pressed, then the system returns the status No response.
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