--- title: "Disposition codes" slug: "disposition-codes" description: "Voiso assigns a disposition code to every interaction to specify whether the interaction was successfully completed, and if not, why not. Call Detail Records can be filtered according to their disposition code." tags: ["click-to-call", "Dialer", "disposition", "Facebook", "HLR Lookup", "Inbound", "Instagram", "omnichannel", "Outbound", "reporting", "SMS", "Telegram", "Web-chat", "WhatsApp"] updated: 2025-11-28T14:22:14Z published: 2025-11-28T14:22:14Z canonical: "docs.voiso.com/disposition-codes" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # 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](/v1/docs/reporting-cdr) 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](/v1/docs/disposition-codes#outbound) | [Dialer](/v1/docs/disposition-codes#dialer) | [Inbound](/v1/docs/disposition-codes#inbound) | [SMS](/v1/docs/disposition-codes#sms) | [Omnichannel](/v1/docs/disposition-codes#omnichannel) | [Click-to-call](/v1/docs/disposition-codes#clicktocall) | [HLR Lookup](/v1/docs/disposition-codes#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](/v1/docs/administration-wrap-up-codes), which agents assign, and [end reasons](/v1/docs/reporting-cdr#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](/v1/docs/administration-wrap-up-codes), which agents assign, and [end reasons](/v1/docs/reporting-cdr#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**](/v1/docs/administration-system-settings) value was exceeded. The call was not answered. | | Machine Answered | [Answering Machine Detection](/v1/docs/use-cases-amd) ([AMD](/v1/docs/use-cases-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**](/v1/docs/administration-system-settings) 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 | If the [Call Suppression](/v1/docs/administration-call-supression) (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. If the [Do Not Call Registry](/v1/docs/do-not-call-registry) feature is enabled and the call was rejected by the system when an agent manually dialed the number or used click-to-call, or the number was dialed during an outbound Dialer campaign. | ## Dialer For [Outbound Dialer campaign](/v1/docs/outbound-dialer-campaigns-overview) 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](/v1/docs/administration-wrap-up-codes), which agents assign, and [end reasons](/v1/docs/reporting-cdr#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](/v1/docs/dialer-campaigns) 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**](/docs/[Max%20wait%20time](/v1/docs/outbound-dialer-campaign-dialer-campaigns#max-wait-time)) value was exceeded. | | Failed | The call connected to the destination but did not ring and the [**Answer timeout**](/v1/docs/administration-system-settings) value was exceeded. The call was not answered. | | Machine answered | [Answering Machine Detection](/v1/docs/use-cases-amd) ([AMD](/v1/docs/use-cases-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**](/v1/docs/administration-system-settings) 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 | If the [Call Suppression](/v1/docs/administration-call-supression) (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. If the [Do Not Call Registry](/v1/docs/do-not-call-registry) feature is enabled and the call was rejected by the system when an agent manually dialed the number or used click-to-call, or the number was dialed during an outbound Dialer campaign. | ## 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](/v1/docs/crm-integration-overview), [API](https://developers.voiso.com/#/rest/getting-started/apis-overview/voice), or [Voiso Chrome Extension](/v1/docs/chrome-extension) phone calls. The disposition code is assigned by Voiso and should not be confused with [wrap-up codes](/v1/docs/administration-wrap-up-codes), which agents assign, and [end reasons](/v1/docs/reporting-cdr#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**](/v1/docs/administration-system-settings) value was exceeded. The call was not answered. | | Machine Answered | [Answering Machine Detection](/v1/docs/use-cases-amd) ([AMD](/v1/docs/use-cases-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**](/v1/docs/administration-system-settings) 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 | If the [Call Suppression](/v1/docs/administration-call-supression) (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. If the [Do Not Call Registry](/v1/docs/do-not-call-registry) feature is enabled and the call was rejected by the system when an agent manually dialed the number or used click-to-call, or the number was dialed during an outbound Dialer campaign. | ## 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](/v1/docs/how-to-start-sending-sms), the disposition code is set when the agent clicks **Send** or when the [SMS API](https://developers.voiso.com/#/rest/getting-started/apis-overview/sms) 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](/v1/docs/omnichannel-workspace) include the following interaction types: The Omnichannel Workspace supports the following channels: | Icon | Channel | | --- | --- | | ![Voice Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Voice%20Channel%20Icon.png) | [Voice](/v1/docs/agent-panel-getting-started) | | ![SMS Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SMS%20Channel%20Icon.png) | [SMS](/v1/docs/how-to-start-sending-sms-with-voiso) | | ![Webchat Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Webchat%20Channel%20Icon.png) | [Webchat](/v1/docs/omnichannel-webchat) | | ![WhatsApp Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/WhatsApp%20Channel%20Icon.png) | [WhatsApp](/v1/docs/omnichannel-whatsapp) | | ![Telegram Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Telegram%20Channel%20Icon.png) | [Telegram](/v1/docs/omnichannel-telegram) | | ![Viber%20Channel%20Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Viber%20Channel%20Icon.png) | [Viber](/v1/docs/viber) | | ![Facebook Messenger Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Facebook%20Messenger%20Channel%20Icon.png) | Facebook Messenger | | ![Instagram Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Instagram%20Channel%20Icon.png) | 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. | The outcome of an interaction. This parameter is automatically assigned to an interaction by the Voiso application. It is not the same as the Wrap-up code, which is a custom outcome assigned to an interaction by an agent. A type of interaction, such as a voice call, initiated by an agent, such as phoning a contact. Also, an agent metric: the duration an agent was in the **Outbound** status after login. A type of interaction, such as a voice call, initiated by a contact, such as phoning a contact center number. Also, an agent metric: the duration an agent was in the **Inbound** status after login. Contacts can move seamlessly between one communication channel and another, while the contact center tracks all the interactions as a single conversation. A conversation might begin as a webchat, progress to a phone call, and conclude with a offer being made by WhatsApp. This is an advance over multichannel where a contact center offers multiple, but unrelated communication channels, such as voice, webchat, WhatsApp, and so on. Sometimes abbreviated as VM. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system. In the Voiso contact center, calls can be directed to voicemail when no agents are available to answer the call. Call suppression limit. The maximum number of times a phone number may be redialed before dialing is suppressed for a defined time period. Call suppression rules are configured in the Contact Center Settings view. Short Message/Messaging Service. A text messaging service component of telephone, Internet, and mobile devices. It uses standardized communication protocols that lets mobile devices exchange short text messages. Voiso enables agents to send SMS to contacts. ## Related - [Call Detail Records overview](/reporting-cdr.md) - [End reasons](/end-reasons.md) - [Extended Call Details: Overview](/cdr-search-results.md) - [Using Call Detail Records to monitor interactions](/supervisor-workflows-using-the-cdr.md) - [Call Suppression](/administration-call-suppression.md) - [Do Not Call Registry](/do-not-call-registry.md)