Disposition codes

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	Outbound	Dialer	Inbound	SMS	Omnichannel	Click-to-call	HLR Lookup
Abandoned			✔
Absent							✔
Active					✔
Answered	✔	✔	✔			✔
Answered by VM			✔
Archived					✔
Available							✔
Busy	✔	✔				✔
Delivered				✔
Dialer Abandoned		✔
Failed	✔	✔	✔			✔	✔
Initiated					WhatsApp only
Machine answered	✔	✔				✔
Missed			✔
No answer	✔	✔				✔
Not delivered				✔
Not Sent				✔
Rejected	✔	✔				✔
Route unavailable				✔
Sent				✔
System Abandoned			✔
System Reject	✔	✔				✔
Waiting					✔

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
Abandoned	The call arrived at Pre-queue or was in queue, but no agents were available to handle the call.
Answered	The call was answered by an agent.
Answered by VM	The call was directed to Voicemail.
Failed	None of the other scenarios occurred.
Missed	The call was disconnected before reaching an agent.
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.

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.
Busy	A busy signal was detected by the system.
Failed	The call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered.
Machine Answered	Answering Machine Detection (AMD) detected an answering machine and ended the call without connecting to an agent.
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.

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.
Busy	A busy signal was detected by the system.
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.
Failed	The call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered.
Machine answered	Answering Machine Detection (AMD) detected an answering machine and ended the call without connecting to an agent.
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.

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.
Busy	A busy signal was detected by the system.
Failed	The call connected to the destination but did not ring and the Answer timeout value was exceeded. The call was not answered.
Machine Answered	Answering Machine Detection (AMD) detected an answering machine and ended the call without connecting to an agent.
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.

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
Absent	The number is inactive and should not be called.
Available	The number is active and can be called.
Is a landline number	The number is a landline, not a mobile number. HLR Lookup does not support landlines.
Unavailable in country	HLR Lookup is unavailable in the country where the number is located.

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
Delivered	The SMS is received by the recipient.
Not delivered	The SMS did not reach 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.
Sent	The SMS is sent to the recipient.

Omnichannel

Omnichannel interactions include the following interaction types:

The Omnichannel Workspace supports the following channels:

Icon	Channel
	Voice
	SMS
	Webchat
	WhatsApp
	Telegram
	Viber
	Facebook Messenger
	Instagram

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

Disposition Code	Description
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.
Waiting	The inbound interaction has been received but has not been answered by an agent.