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Disposition codes
- 28 Feb 2025
- 6 Minutes to read
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Disposition codes
- Updated on 28 Feb 2025
- 6 Minutes to read
- Print
- DarkLight
- PDF
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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 Code | |||||||
|---|---|---|---|---|---|---|---|
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 Code | Description |
|---|---|
Answered | The call was answered by an agent. |
Failed | None of the other scenarios occurred. |
Answered by VM | The call was directed to Voicemail. |
System Abandoned | The 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. |
Abandoned | The call arrived at Pre-queue or was in queue, but no agents were available to handle the call. |
Missed | The 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 Code | Description |
|---|---|
Answered | The call was answered and no answering machine was detected. The talk time was > 0 seconds. |
Failed | The call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered. |
Busy | A busy signal was detected by the system. |
No Answer | The call rang at the destination until the Answer timeout value was exceeded. The call was not answered. |
Rejected | The call was rejected either by the system provider or by Voiso. The call could not be dialed. The system may reject the call if your contact center balance is less than or equal to zero. |
System Reject | Only 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 Answered | Answering 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 Code | Description |
|---|---|
Answered | The call was answered and no answering machine was detected. The talk time was > 0 seconds. |
Failed | The call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered. |
Busy | A busy signal was detected by the system. |
No Answer | The call rang at the destination until the Answer timeout value was exceeded. The call was not answered. |
Rejected | The call was rejected either by the system provider or by Voiso. The call could not be dialed. The system may reject the call if your contact center balance is less than or equal to zero. |
Dialer abandoned | Only 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 Reject | Only 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 answered | Answering 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 Code | Description |
|---|---|
Answered | The call was answered and no answering machine was detected. The talk time was > 0 seconds. |
Failed | The call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered. |
Busy | A busy signal was detected by the system. |
No Answer | The call rang at the destination until the Answer timeout value was exceeded. The call was not answered. |
Rejected | The call was rejected either by the system provider or by Voiso. The call could not be dialed. The system may reject the call if your contact center balance is less than or equal to zero. |
System Reject | Only 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 Answered | Answering 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 Code | Description |
|---|---|
Available | The number is active and can be called. |
Absent | The number is inactive and should not be called. |
Unavailable in country | HLR Lookup is unavailable in the country where the number is located. |
Is a landline number | The 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 Code | Description |
|---|---|
Sent | The SMS is sent to the recipient. |
Not Sent | The SMS is not sent to the recipient. |
Route Unavailable | It is not possible to send an SMS to the specified number. |
Delivered | The SMS is received by the recipient. |
Not delivered | The SMS did not reach the recipient. |
Omnichannel
Omnichannel interactions include the following interaction types:
The Omnichannel Workspace supports the following channels:
| Icon | Channel |
|---|---|
 | Voice |
 | SMS |
 | Webchat |
 | |
 | Telegram |
 | Viber |
 | Facebook Messenger |
 |
Omnichannel disposition codes are set as the state of the interaction progresses.
Disposition Code | Description |
|---|---|
Waiting | The inbound interaction has been received but has not been answered by an agent. |
Active | The interaction conversation is in progress. |
Archived | The 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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