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      Disposition codes
      • 05 Sep 2024
      • 6 Minutes to read
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      Contents

      Disposition codes

      • Updated on 05 Sep 2024
      • 6 Minutes to read
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      Article summary

      Who should read this article: Administrators, Supervisors

      Voiso assigns a disposition code to every interaction to specify whether the interaction was successfully completed, and if not, why not. You can filter Call Detail Records according to their disposition code.

      Introduction

      The following Disposition codes are supported by Voiso. Some are specific to Outbound, Inbound, or Omnichannel interaction types. The subsections describe the meaning of each code for the interaction type.

      Disposition CodeOutboundDialerInboundSMSOmnichannelClick-to-callHLR Lookup
      Answered✔✔✔

      		✔

      Failed✔✔✔

      		✔
      		✔
      Busy✔✔


      		✔

      No answer✔✔


      		✔

      Rejected✔✔


      		✔

      Dialer Abandoned
      		✔




      System Abandoned

      		✔



      Answered by VM

      		✔



      System Reject✔✔


      		✔

      Missed

      		✔



      Abandoned

      		✔




      Machine answered✔✔


      		✔

      Sent


      		✔


      Not Sent


      		✔


      Route unavailable


      		✔


      Delivered


      		✔


      Not delivered


      		✔


      Waiting



      		✔

      Active



      		✔

      Archived



      		✔

      Initiated



      		WhatsApp only

      Available






      		✔
      Absent





      		✔

      Inbound

      For inbound calls, the disposition code is set when the call ends. The disposition code is assigned by Voiso and should not be confused with wrap-up codes, which agents assign, and end reasons, which describe why connected calls ended. The disposition code tells you whether or not the call was successful.

      Disposition CodeDescription
      AnsweredThe call was answered by an agent.
      FailedNone of the other scenarios occurred.
      Answered by VMThe call was directed to Voicemail.
      System AbandonedThe call arrived outside of business hours and was ended by the system. If set up, a message was played informing the caller of business hours.
      AbandonedThe call arrived at Pre-queue or was in queue, but no agents were available to handle the call.
      MissedThe call was disconnected before reaching an agent.

      Outbound

      For outgoing calls, the disposition code is set when the call ends. The disposition code is assigned by Voiso and should not be confused with wrap-up codes, which agents assign, and end reasons, which describe why connected calls ended. The disposition code tells you whether or not the call was successful.

      Disposition CodeDescription
      AnsweredThe call was answered and no answering machine was detected. The talk time was > 0 seconds.
      FailedThe call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered.
      BusyA busy signal was detected by the system.
      No AnswerThe call rang at the destination until the Answer timeout value was exceeded. The call was not answered.
      RejectedThe call was rejected either by the system provider or by Voiso. The call could not be dialed.
      System RejectOnly applicable if the Call Suppression (hardcap) feature is enabled. If the number of permitted calls to a single number is reached, the system rejects the call before it is dialed.
      Machine AnsweredAnswering Machine Detection (AMD) detected an answering machine and ended the call without connecting to an agent.

      Dialer

      For Outbound Dialer campaign calls, the disposition code is set when the call ends. The disposition code is assigned by Voiso and should not be confused with wrap-up codes, which agents assign, and end reasons, which describe why connected calls ended. The disposition code tells you whether or not the call was successful.

      Disposition CodeDescription
      AnsweredThe call was answered and no answering machine was detected. The talk time was > 0 seconds.
      FailedThe call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered.
      BusyA busy signal was detected by the system.
      No AnswerThe call rang at the destination until the Answer timeout value was exceeded. The call was not answered.
      RejectedThe call was rejected either by the system provider or by Voiso. The call could not be dialed.
      Dialer abandonedOnly applicable to Dialer campaign calls. The call was answered by a contact, but no agents were available. The call was placed in a queue, but the contact hung up or the Max Wait Time value was exceeded.
      System RejectOnly applicable if the Call Suppression (hardcap) feature is enabled. If the number of permitted calls to a single number is reached, the system rejects the call before it is dialed.
      Machine answeredAnswering Machine Detection (AMD) detected an answering machine and ended the call without connecting to an agent.

      Click-to-call

      For outgoing click-to-call phone calls, the disposition code is set when the call ends. Click-to-call phone calls are part of CRM integration, API, or Voiso Chrome Extension phone calls. The disposition code is assigned by Voiso and should not be confused with wrap-up codes, which agents assign, and end reasons, which describe why connected calls ended. The disposition code tells you whether or not the call was successful.

      Disposition CodeDescription
      AnsweredThe call was answered and no answering machine was detected. The talk time was > 0 seconds.
      FailedThe call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered.
      BusyA busy signal was detected by the system.
      No AnswerThe call rang at the destination until the Answer timeout value was exceeded. The call was not answered.
      RejectedThe call was rejected either by the system provider or by Voiso. The call could not be dialed.
      System RejectOnly applicable if the Call Suppression (hardcap) feature is enabled. If the number of permitted calls to a single number is reached, the system rejects the call before it is dialed.
      Machine AnsweredAnswering Machine Detection (AMD) detected an answering machine and ended the call without connecting to an agent.

      HLR Lookup

      HLR Lookup, sometimes called Mobile Number Lookup, is a service that allows agents to validate a contact's phone number in real time. Using the HLR Lookup feature, an agent can determine whether the contact is available to take a call. The disposition codes represent the result of the lookup request.

      Disposition CodeDescription
      AvailableThe number is active and can be called.
      AbsentThe number is inactive and should not be called.
      Unavailable in countryHLR Lookup is unavailable in the country where the number is located.
      Is a landline numberThe number is a landline, not a mobile number. HLR Lookup does not support landlines.

      SMS

      For outgoing SMS messages, the disposition code is set when the agent clicks Send or when the SMS API sends the SMS. The disposition might change after the message is sent, depending on whether the message is delivered or not.

      Disposition CodeDescription
      SentThe SMS is sent to the recipient.
      Not SentThe SMS is not sent to the recipient.
      Route UnavailableIt is not possible to send an SMS to the specified number.
      DeliveredThe SMS is received by the recipient.
      Not deliveredThe SMS did not reach the recipient.

      Omnichannel

      Omnichannel interactions include the following interaction types:

      The Omnichannel Workspace supports the following channels:

      IconChannel
      Voice Channel IconVoice
      SMS Channel IconSMS
      Webchat Channel IconWebchat
      WhatsApp Channel IconWhatsApp
      Telegram Channel IconTelegram
      Viber%20Channel%20IconViber
      Facebook Messenger Channel IconFacebook Messenger
      Instagram Channel IconInstagram

      Omnichannel disposition codes are set as the state of the interaction progresses.

      Disposition CodeDescription
      WaitingThe inbound interaction has been received but has not been answered by an agent.
      ActiveThe interaction conversation is in progress.
      ArchivedThe interaction is closed and archived after an agent clicks Archive.
      Initiated(WhatsApp only) A template has been sent to a contact.
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